Return & Refund 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.

At Carla’s Cookie Box, we stand behind the quality of our desserts. Because our products are perishable, this policy explains how cancellations, claims, refunds, chargebacks, and product-related concerns are handled.

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

Shipping Dates & Delivery Timing

Orders are shipped on the shipping date selected at checkout. The shipping date selected at checkout is a shipping date, not a guaranteed delivery date.

Delivery timing is controlled by the courier and may vary due to routing, weather, carrier operations, customs processing, government agency inspections, FDA reviews, border examinations, or other circumstances outside of our control.

Courier delays, customs delays, government agency inspections, FDA reviews, border processing delays, and other regulatory requirements do not qualify for refunds, cancellations, chargebacks, replacements, or credits.

Missing Items Policy

All claims for missing items must be submitted within 48 hours of delivery and must include complete documentation.

Claims submitted without all required documentation or outside the 48-hour reporting window may be denied.

We use internal packing procedures, recorded shipment weights, packing records, fulfillment records, and courier data to verify all claims.

Damaged Items & Product Condition

Our desserts are handmade and fragile. Minor shifting, cracking, leakage, broken pastry edges, settling during transit, or cosmetic imperfections may occur during shipping and are not considered damage.

Courier handling, temperature exposure, weather conditions, and transit conditions are outside of our control.

Cold packs are only included when purchased and do not guarantee a specific product temperature upon arrival.

We do not issue refunds or replacements for cosmetic damage, minor breakage, shifting during transit, leakage, melting, or changes in appearance that do not affect food safety.

Freshness, Storage & Spoilage

Our products are vacuum-sealed and packaged to maintain freshness during transit.

Compression, condensation, soft texture, or changes in appearance do not indicate spoilage.

Spoilage claims require:

• Visible mold; or
• A clear sour or off odour; and
• Evidence that proper storage instructions were followed after delivery.

Customers are responsible for proper storage after delivery.

Items left unattended, unrefrigerated when required, exposed to heat, frozen improperly, or otherwise stored contrary to our recommendations are not eligible for refunds, replacements, or credits.

Orders Marked Delivered

Once an order is marked Delivered, responsibility for the package transfers to the customer.

Lost, stolen, missing, or misdirected packages after confirmed delivery are not eligible for refunds, replacements, credits, or reshipments.

Cancellations & Refund Requests

Orders may only be cancelled if production has not begun.

Once production has begun, an order has been baked, processed, fulfilled, prepared for shipment, or shipped, all sales are final.

Refunds are not issued for:

• Courier delays
• Government agency inspections, FDA reviews, customs examinations, or border processing delays
• Cosmetic damage
• Minor breakage during transit
• Melting or temperature-related changes during transit
• Customer preference or taste
• Incorrect addresses entered at checkout
• Failed delivery attempts
• Refused shipments
• Unclaimed pickup orders
• Packages returned by the courier
• Orders marked delivered

Returns

Due to food safety regulations and the perishable nature of our products, all food sales are final.

We do not accept returns, exchanges, or refunds once products leave our facility.

Chargebacks & Disputes

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

• Claims submitted without the required documentation may be denied.
• Claims submitted outside the required timeframe may be denied.
• Courier-confirmed delivery constitutes proof of fulfillment.

We reserve the right to dispute chargebacks using:

• Courier delivery confirmation, GPS records, photographs, and scan data
• Order records, timestamps, and fulfillment records
• Shipment weights and packing documentation
• Customer acceptance of our policies at checkout
• Correspondence related to the order

Chargebacks filed without valid cause may be formally contested.

Contact

For assistance, please contact:

• Email: support@carlacookiebox.com
• Contact Page
• FAQ

Last updated: May 2026