Terms of Service

• The following are our Terms and Conditions.
• Please be patient as we are not Amazon but a small family-run business.
• To change or cancel an order, please email support@carlacookiebox.com.
• All orders must be cancelled 48 hours in advance.
• No cancellations or refunds will be granted after this period, as all products are baked fresh to order.

Payments & Billing

Billing descriptor: Charges will appear on your card or PayPal statement as CARLACOOKIEBOX.COM (for PayPal, some banks show PAYPAL * CARLACOOKIEBOX.COM). If you don’t recognize a charge, contact us at support@carlacookiebox.com before opening a dispute so we can help quickly.

Payment processing: We process payments via WooPayments (Stripe) and PayPal. Authorizations may place a temporary hold. We only ship to the address provided with your payment method for security reasons.

Delivery Terms & Conditions

• Delivery drivers may call recipients to meet them in the lobby or inform them when they are on their way.
• Carla’s Cookie Box is not responsible for lost or undeliverable orders or delivery delays due to factors beyond our control such as incorrect/incomplete addresses, adverse weather, business closures, or refusal of the package by the recipient or building staff. We always strive to ensure you receive the best product possible in a timely manner.
• Delivery to P.O. Boxes is not available.
• Please be patient as we are getting to everyone as quickly as possible. Since COVID-19, resources have been limited.
• For all building deliveries, please ensure someone is available to pick up the order in the lobby or outside, as many concierges do not accept food deliveries. For driver safety, we kindly ask you to meet them downstairs.

Shipping Terms & Conditions

• We ship across Canada and the United States of America.
• We cannot guarantee or refund packages that are damaged or delayed due to the recipient not being home or circumstances beyond our control.
• Carla’s Cookie Box reserves the right to change courier companies or delivery partners at its sole discretion. Shipping costs are flat-fee based. Deliveries to rural or remote areas may take longer; we will contact you with updated times if applicable.
• Orders placed over the weekend will be shipped on Monday morning. Most shipments occur between 9 AM and 7 PM, but exact delivery times cannot be guaranteed.
• Fresh products are fragile. We take every precaution when packaging our desserts; however, minor breakage can occur during shipping. Carla’s Cookie Box is not responsible for product breakage during transit.

Mobile Terms of Service

• By opting into SMS or mobile notifications from Carla’s Cookie Box through our website, checkout, or any affiliated platform, you agree to receive text messages related to orders, shipping updates, offers, and customer support. Message frequency varies.
• Standard message and data rates may apply. Message delivery is subject to your mobile carrier and device service.
• To opt out, reply STOP at any time. To receive assistance, reply HELP or contact support@carlacookiebox.com.
• Your information will be used in accordance with our Privacy Policy.
• Carla’s Cookie Box does not sell, rent, or share your personal or mobile data. We comply with applicable Canadian, GDPR, and CCPA privacy standards.

Do Not Sell My Personal Data

If you are a resident of California or a region with equivalent rights, you may request that Carla’s Cookie Box does not sell or share your personal data. To exercise this right, please contact us at support@carlacookiebox.com. We honor all valid privacy requests in accordance with CCPA and GDPR standards.

Contact Us

If you have questions about these Terms of Service or any of our policies, please contact Carla’s Cookie Box at support@carlacookiebox.com or through our Contact Page.