Terms and Conditions

🍁 Proudly Canadian | 🥇 Voted Best in Toronto | 📦 Nationwide Fresh Delivery

Handmade in Toronto using locally sourced ingredients, Carla's Cookie Box crafts award-winning butter tarts, soft-baked cookies, and rich brownies. Perfect for corporate gifting, events, or personal treats — taste the homemade difference.

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Terms & Conditions

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 all purchases made from Carla’s Cookie Box. Because our desserts are baked fresh and are perishable, our policies are designed to protect food safety while remaining fair and transparent.

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

General Store Terms

  • We are a family-run bakery and appreciate your support.
  • To request changes or cancellations, contact support@carlacookiebox.com.
  • Orders may only be cancelled if production or shipping has not started.
  • Once production or shipping has begun, orders cannot be cancelled or refunded.

Payments & Billing

Billing descriptor: CARLACOOKIEBOX.COM or PAYPAL * CARLACOOKIEBOX.COM

Payments are securely processed through WooPayments (Stripe) and PayPal. For fraud protection, we may restrict shipment to verified billing and shipping addresses.

If you do not recognize a charge, you agree to contact us directly at support@carlacookiebox.com before initiating a dispute or chargeback so we can assist.

Shipping & Delivery Terms

  • We ship across Canada and the United States.
  • Shipping timelines are estimates and are not guaranteed.
  • Carrier selection may be adjusted at our discretion.
  • Delays caused by couriers, weather, or logistics are outside our control.
Liability Transfer: Once an order is marked delivered by the courier (including GPS confirmation or delivery photo), responsibility transfers to the customer.
  • We are not responsible for delivery issues caused by incorrect or incomplete addresses.
  • Delivery to the address entered at checkout is considered successful fulfillment.

Product Condition & Perishable Goods

All food products sold are perishable and are considered final sale once shipped or delivered.

Perishable Goods Policy: Due to the nature of baked goods, refunds, replacements, or credits are only issued where explicitly stated in our policies.

Our desserts are fragile. Minor shifting, cracking, or leakage may occur during transit and does not qualify as damage or defect.

Once delivered, proper storage is the responsibility of the customer. Products affected by heat exposure, delayed retrieval, or improper storage are not eligible for refunds or replacements.

Claims, Refunds & Requirements

All claims must be submitted within 48 hours of delivery using our Shipping Claims Form.

Required Documentation: Claims must include photos of the full contents, packing slip, shipping label, and box dimensions. Incomplete or late submissions will not be reviewed.

Refund eligibility is strictly governed by our Return & Refund Policy.

Chargebacks & Payment Disputes

By placing an order, you confirm that you agreed to all policies at checkout, including our Shipping Policy, Return & Refund Policy, and claims requirements.

Required Process: You must contact us and complete our claims process before initiating any chargeback or payment dispute.
  • All claims must follow the required timelines and documentation requirements
  • Failure to follow this process voids eligibility for resolution

We reserve the right to dispute any chargeback that does not comply with our policies using evidence, including:

  • Courier-confirmed delivery (GPS, photos, or scan confirmation)
  • Order fulfillment and tracking records
  • Customer agreement to policies at checkout
  • Order confirmation communications

Chargebacks filed without a valid cause or without following our process may be considered a breach of these Terms and will be formally contested.

Privacy & Data

We respect your privacy and do not sell personal information. Data is handled in accordance with applicable privacy laws.

View our full Privacy Policy.

Contact

For any questions, contact support@carlacookiebox.com or visit our Contact Page.

Last updated: January 2026