Terms and Conditions
🍁 Proudly Canadian | 🥇 Voted Best in Toronto | 📦 Nationwide Fresh Delivery
This website is operated by Carla’s Cookie Box. Throughout the site, the terms “we”, “us”, and “our” refer to Carla’s Cookie Box.
These Terms & Conditions apply to purchases made from Carla’s Cookie Box. Because our desserts are baked fresh and are perishable, our policies are designed to protect food safety, product quality, and both the customer and our business.
By accessing this website or placing an order, you confirm that you have read, understood, and agreed to these Terms & Conditions, together with our Shipping Policy, Return & Refund Policy, Privacy Policy, and Legal Notice.
General Store Terms
Carla’s Cookie Box is a family-run bakery producing fresh, made-to-order baked goods. By placing an order with us, you agree to provide accurate order, contact, billing, pickup, and delivery information.
- Requests for order changes or cancellations should be submitted as soon as possible to support@carlacookiebox.com.
- Order changes and cancellations are subject to the status of the order and cannot always be accommodated.
- Orders may only be cancelled before production, customization, preparation, or shipping has begun.
- Once production, customization, preparation, or shipping has begun, the order may no longer be eligible for cancellation or refund.
Payments & Billing
Billing descriptor: Charges may appear on your statement as CARLACOOKIEBOX.COM, PAYPAL * CARLACOOKIEBOX.COM, or another descriptor associated with the payment processor used to complete your transaction.
Payments are securely processed through Shopify Payments, PayPal, or other payment methods made available at checkout.
For fraud prevention and order security, we may review, hold, cancel, or request additional verification for an order when payment, billing, shipping, or other order information cannot be verified.
Pricing, Promotions & Discounts
Product prices, promotions, discount codes, shipping offers, and other advertised offers are subject to the terms shown at the time of purchase.
- Promotions may have minimum purchase requirements, product exclusions, geographic exclusions, expiration dates, or other eligibility requirements.
- Discounts cannot be redeemed for cash unless otherwise stated.
- Multiple promotions or discount codes may not be combined unless expressly permitted.
- Promotional pricing cannot generally be applied retroactively to previously completed purchases.
- We reserve the right to correct pricing, promotional, or technical errors before fulfillment of an affected order.
Free shipping promotions are subject to the geographic and service-area exclusions described in our Shipping Policy.
Shipping & Delivery Terms
Shipping and delivery are subject to our Shipping Policy.
- Shipping and delivery timelines are estimates and are not guaranteed.
- Carrier selection may vary depending on destination, service availability, cost, transit time, and logistics requirements.
- Delays caused by couriers, weather, customs, border processing, service interruptions, logistics issues, or carrier volume may occur outside our control.
- Customers are responsible for providing a complete and accurate delivery address.
- Customers are responsible for monitoring tracking and promptly retrieving perishable shipments after delivery.
Carla’s Cookie Box is not responsible for delivery problems caused by incorrect or incomplete customer-provided addresses, missing unit numbers, inaccessible delivery locations, refusal of delivery, or failure to retrieve a shipment following delivery.
Orders returned because of an incorrect or incomplete address, refused delivery, failure to collect the shipment, or another customer-related delivery issue may not be eligible for a refund. Additional shipping charges may apply if reshipment is available.
If a returned or undelivered shipment appears to have resulted from a carrier error, we may investigate the matter with the carrier and determine the appropriate resolution based on the circumstances and outcome of that investigation.
Local Pickup Orders
- Local pickup orders must be collected during the pickup date or window selected at checkout.
- Customers are responsible for reviewing order notifications and collecting their order once it is ready.
- If you are unable to collect your order as scheduled, please contact us as soon as possible. We will make reasonable efforts to accommodate an alternate pickup time when possible.
Because our products are baked fresh to order and are perishable, orders that are not collected may experience a decline in quality and may eventually need to be discarded.
If an order is cancelled after it has been prepared, or is otherwise eligible for a refund but remains uncollected, a 25% Handling & Disposal Fee may be deducted from any eligible refund to account for labour, packaging, payment processing, administrative costs, and disposal.
Shipping or delivery charges that have already been incurred are non-refundable unless otherwise required by applicable law.
Product Condition & Perishable Goods
Our products are freshly prepared food items and are perishable. Because of the nature of these products, food items are generally considered final sale once produced, shipped, delivered, or made available for pickup, subject to our published refund and claims policies.
Our desserts are handmade and may experience minor cosmetic changes during handling and transportation.
Minor shifting, cracking, settling, sticking, or leakage may occur during transit and does not automatically indicate that a product is defective or unsafe.
Once an order has been delivered or made available for pickup, appropriate handling and storage become the responsibility of the customer.
Products affected by heat exposure after delivery, delayed retrieval, failure to pick up an order, or improper storage may not be eligible for refund or replacement.
Product Variations
Carla’s Cookie Box products are handmade. As a result, individual products may vary slightly in size, shape, colour, appearance, decoration, ingredient distribution, or presentation.
Photographs on our website and marketing materials are intended to represent our products but may not reflect the exact appearance of every handmade item received.
Claims, Refunds & Requirements
Shipping-related claims must be submitted within 48 hours of delivery using our Shipping Claims Form.
📦 Required Claim Documentation
Depending on the nature of the claim, customers may be required to provide photographs showing:
- The full contents of the package
- The packing slip
- The shipping label on the outer package
- The shipping box and its printed dimensions
- The affected product or products
Claims submitted without the required information or outside the applicable reporting period may not be eligible for review.
Refund eligibility is governed by our Return & Refund Policy.
Refunds, replacements, credits, or exceptions are not automatically guaranteed. Claims are reviewed based on the circumstances of the order, our published policies, carrier information when applicable, and the documentation provided.
Chargebacks & Payment Disputes
If you experience a problem with your order, please contact Carla’s Cookie Box and complete the applicable claims process so that we have an opportunity to investigate and resolve the issue.
If a payment dispute or chargeback is opened, Carla’s Cookie Box may provide relevant order records and supporting evidence to the applicable payment processor, card issuer, financial institution, or dispute-resolution provider.
Supporting information may include:
- Order and payment records
- Order confirmation information
- Fulfillment records
- Tracking information
- Courier-confirmed delivery records
- Available GPS or delivery-photo evidence
- Customer communications
- Applicable store policies
- Information showing acceptance of applicable terms at checkout
We reserve the right to contest payment disputes or chargebacks when our records indicate that an order was properly processed, fulfilled, delivered, or otherwise handled in accordance with our policies.
We also reserve the right to decline future orders from customers who repeatedly abuse our claims process, engage in fraudulent activity, or repeatedly initiate payment disputes inconsistent with documented order and delivery records.
Allergies & Food Sensitivities
Our products are prepared in a food-production environment where common allergens may be present.
Customers with allergies, food sensitivities, dietary restrictions, or ingredient concerns are responsible for reviewing available product information and contacting us before placing an order if additional information is required.
Unless expressly stated otherwise, we cannot guarantee that any product is completely free from traces of allergens handled within our facility or by our ingredient suppliers.
Website Information & Product Availability
We make reasonable efforts to keep product descriptions, pricing, availability, photographs, shipping information, and other website content accurate and current.
However, errors, omissions, or temporary inaccuracies may occasionally occur. We reserve the right to correct errors, update information, modify products or offerings, or cancel an affected order when reasonably necessary.
Product availability may change without notice, and certain products, flavours, designs, packaging, promotions, or seasonal items may only be available for a limited time.
Intellectual Property
Unless otherwise stated, website content belonging to Carla’s Cookie Box, including product photographs, written content, branding, logos, graphics, product descriptions, and original creative materials, may not be copied, reproduced, republished, distributed, or commercially used without permission.
SMS Marketing & Messaging Terms
By providing your mobile phone number and affirmatively opting in to receive text messages from Carla’s Cookie Box, you consent to receive recurring automated or non-automated marketing and informational text messages at the number provided.
Messages may include promotional offers, product announcements, cart reminders, order-related information, and other communications from Carla’s Cookie Box.
- Consent to receive marketing SMS messages is not a condition of purchase.
- Message frequency varies.
- Message and data rates may apply.
- You may opt out of marketing messages by replying STOP.
- For assistance, reply HELP or contact support@carlacookiebox.com.
- Wireless carriers are not responsible for delayed or undelivered messages.
Your participation in our messaging program is also governed by our Privacy Policy.
Privacy & Data
Personal information collected through our website and during the ordering process is handled in accordance with our Privacy Policy and applicable privacy requirements.
We use customer information as reasonably necessary to process orders, provide customer service, prevent fraud, communicate with customers, operate our business, and provide marketing communications where permission has been given.
Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our products, services, operations, policies, legal requirements, or business practices.
The version posted on this website at the time an order is placed will generally apply to that order.
Contact & Support
If you have questions about these Terms & Conditions or need assistance with an order, please contact us:
- Email: support@carlacookiebox.com
- Help Center: FAQ
- Contact: Contact Us
