Shipping Policy

Shipping Policy

Shipping Policy

This website is operated by Carla’s Cookie Box. Throughout the site, the terms “we”, “us”, and “our” refer to Carla’s Cookie Box.

⚠️ Butter tart fillings may shift, stick to packaging, or leak slightly during shipping. This is normal and not eligible for refunds.

At Carla’s Cookie Box, all orders are baked fresh and prepared specifically for each customer. This Shipping Policy explains how orders are processed, shipped, tracked, and handled once they leave our facility.

By placing an order, you confirm that you have read, understood, and agreed to this Shipping Policy, along with our Return & Refund Policy and Terms & Conditions.

Where We Ship

  • We ship within Canada and the United States.
  • P.O. Boxes are not supported.
  • Remote or rural locations may experience extended transit times.

Orders are shipped using third-party carriers including Intelcom/Dragonfly, GLS, UPS, and FedEx. Carrier selection is determined based on destination, service level, and logistics availability.

For U.S. orders, the recipient is solely responsible for any customs delays, duties, taxes, or import fees.

Order Processing & Shipping Dates

  • Orders ship on Wednesdays and Fridays only.
  • The date selected at checkout is the shipping date, not the delivery date.
  • Orders placed after business hours, on weekends, or on holidays are processed on the next business day.
  • High-volume periods may extend processing timelines.

Shipping timelines shown at checkout are estimates provided by the courier. Delivery dates are not guaranteed.

Once an order leaves our facility, transit timing, routing, and delivery are fully controlled by the courier.

Tracking Disclosure: Tracking notifications are sent when a shipping label is generated. Label creation does not indicate physical shipment. Orders depart on the selected shipping date.

Courier delays caused by weather, traffic, mechanical issues, staffing shortages, or volume surges are outside our control and do not qualify for refunds, replacements, or chargebacks.

All desserts are vacuum-sealed for freshness. Custody transfers to the courier once the shipment leaves our facility.

Local Pickup Orders

  • Local pickup is available Tuesday through Friday.
  • Pickup date and time must be selected at checkout.
  • A completed email confirms readiness for pickup.

Orders not collected at the scheduled pickup time may be subject to quality degradation and are not eligible for refunds.

Tracking & Delivery Confirmation

Tracking details are provided via email once the shipment is initiated.

➡️ Track My Order

Proof of Delivery: Courier-confirmed delivery — including GPS verification, delivery photos, or scan confirmation — constitutes full and valid proof of fulfillment.

Delivery, Safe Drop & Liability Transfer

  • Couriers may perform unattended delivery (“safe drop”).
  • Multi-unit buildings may require lobby or parcel-room delivery.

Once marked Delivered, responsibility transfers to the customer. Carla’s Cookie Box is not responsible for loss, theft, or damage occurring after delivery confirmation.

Minor cosmetic movement, cracking, or settling during transit is expected and does not affect quality or qualify as damage.

Perishable Items & Warm Weather

Baked goods are perishable and sensitive to temperature exposure. Cold packs are optional and available at checkout. Courier vehicles are not temperature-controlled.

Items affected by heat exposure, delayed retrieval, or being left unattended after delivery are not eligible for refund, replacement, or chargeback.

Missing, Not Received & Delivery Issues

If tracking indicates Delivered but the package is not located, the customer must submit a shipping claim for courier investigation.

Submit a Shipping Claim

📦 Shipping Claims Requirements

To begin a claim, all required documentation must be submitted within 48 hours of delivery.

  • Full contents of the package
  • Packing slip
  • Shipping label visible on outer box
  • Bottom panel showing printed box dimensions

Incomplete or late claims will not be reviewed.

Chargebacks & Delivery Disputes

By placing an order, you agree to follow our claims process before initiating any chargeback or dispute.

Required: All issues must be submitted within 48 hours with full documentation.
  • Failure to follow this process voids eligibility for resolution
  • Courier-confirmed delivery is valid proof of fulfillment

We reserve the right to dispute chargebacks using:

  • Delivery confirmation (GPS, photos, courier scan)
  • Tracking and fulfillment records
  • Customer agrees to policies at checkout

Address Accuracy, Changes & Returns

  • Customers are responsible for entering accurate shipping details
  • We do not modify or validate addresses
  • Missing unit numbers or details = incomplete address
  • Delivery to the entered address = successful fulfillment
  • Incorrect addresses are not eligible for refunds

Returned packages due to failed delivery, refusal, or missed pickup are not eligible for refunds. Reshipping fees may apply.

Contact & Support

Last updated: January 2026