Return and Refund Policy

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Mini Gourmet Tarts

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 freshly prepared, perishable food items, this policy explains how cancellations, claims, refunds, replacements, delivery concerns, chargebacks, and product-related issues are handled.

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

Shipping Dates & Delivery Timing

Orders are prepared for shipment based on the shipping date selected at checkout. The selected shipping date is the date the order is scheduled to leave our facility and is not a guaranteed delivery date.

Transit and delivery timing are controlled by third-party couriers and may be affected by circumstances outside our control, including:

  • Courier routing or operational delays
  • Weather conditions
  • Traffic or transportation disruptions
  • Carrier volume or staffing issues
  • Customs processing
  • Border examinations
  • Government agency inspections
  • FDA or other regulatory reviews where applicable
  • Other regulatory or logistics requirements
Delivery Timing: Courier transit estimates are provided for convenience and are not guaranteed. A delivery delay alone does not automatically qualify an order for a refund, replacement, cancellation, or credit.

Where a shipment is delayed by customs, government inspection, border processing, courier operations, or another circumstance outside our reasonable control, eligibility for any resolution will be determined in accordance with this policy and the circumstances of the order.

Missing Items Policy

If an item appears to be missing from your order, the issue must be reported within 48 hours of delivery.

Complete documentation is required so that we can review the order, packing records, shipment information, and package contents.

📦 Required Documentation

Please provide clear photographs showing:

  • The full contents of the package as received
  • The packing slip
  • The shipping label on the outer box
  • The top and bottom of the shipping box
  • The printed box dimensions visible on the bottom panel

Claims submitted without the required documentation or outside the 48-hour reporting period may not be eligible for review.

When reviewing missing-item claims, Carla’s Cookie Box may use information including internal packing procedures, shipment weights, packing records, fulfillment records, inventory records, and courier information.

Submit a Shipping Claim

Damaged Items & Product Condition

Our desserts are handmade and may be fragile. Some movement during transportation is normal.

Minor cosmetic changes may occur during shipping, including:

  • Shifting within the packaging
  • Minor cracking
  • Broken or chipped pastry edges
  • Settling
  • Sticking to packaging
  • Minor leakage or movement of butter tart filling
  • Changes in decorative appearance
Butter Tart Shipping Notice: Butter tart fillings may shift, stick to packaging, or leak slightly during transportation. This can occur naturally during shipping and does not by itself indicate that the product is defective or unsafe.

Courier handling, weather conditions, temperature exposure, transit conditions, and the environment inside courier vehicles are outside our direct control.

Cold packs, when available, are intended to help reduce temperature exposure during transit. They do not guarantee that a shipment will remain at a specific temperature for the entire delivery period.

Minor cosmetic damage or movement that does not materially affect the quality or safety of the food does not automatically qualify for a refund or replacement.

Freshness, Storage & Spoilage

Our products are packaged and, where applicable, vacuum-sealed to help maintain freshness during normal transportation and storage.

Changes such as compression, condensation, a softer texture, settling, or changes in appearance do not by themselves indicate spoilage.

Spoilage Concerns: If you believe a product is spoiled, please contact us within 48 hours of delivery and provide photographs and a detailed description of the concern.

Evidence of potential spoilage may include:

  • Visible mold
  • A clearly sour, rancid, or unusual off odour
  • Other clear signs that the product may no longer be suitable for consumption

We may also request information about how the product was stored after delivery.

Customers are responsible for following applicable storage instructions after receiving their order.

Products affected by delayed retrieval, prolonged heat exposure after delivery, failure to refrigerate or freeze when recommended, improper storage, or other customer-controlled conditions may not be eligible for refund or replacement.

Orders Marked Delivered

Proof of Delivery: Courier records such as delivery scans, GPS information, delivery photographs, timestamps, and other carrier records may be used as evidence that an order was delivered to the customer-provided destination.

Once an order has been marked Delivered, customers are responsible for promptly locating and retrieving the package.

Carla’s Cookie Box is not responsible for theft, loss, weather exposure, heat exposure, or other damage occurring after a package has been successfully delivered to the address or delivery location provided with the order.

If tracking shows that a package was delivered but you cannot locate it, please check surrounding delivery areas, household members, neighbours, building staff, concierge desks, mailrooms, parcel rooms, and other possible safe-drop locations before submitting a claim.

If the package still cannot be located, a shipping claim should be submitted so that the delivery can be investigated.

Cancellations & Refund Requests

Because our desserts are prepared specifically for each order, cancellation requests must be made as soon as possible.

An order may generally be cancelled only if production, customization, preparation, or fulfillment has not yet begun.

Once Production Begins: Once an order has entered production, been baked, customized, prepared, packed, fulfilled, or transferred for shipment, it may no longer be eligible for cancellation or refund.

Customized or personalized products, including printed cookies and other custom-made products, are final sale once production has begun.

Refunds are generally not issued solely because of:

  • Courier transit delays
  • Weather-related delivery delays
  • Customs or border-processing delays
  • Government agency inspections or regulatory reviews
  • Minor cosmetic damage
  • Minor breakage or shifting during transit
  • Minor butter tart filling movement or leakage
  • Temperature-related cosmetic changes during transit
  • Personal taste or flavour preference
  • An incorrect or incomplete address entered by the customer
  • A missing apartment, suite, buzzer, or unit number
  • Failed delivery attempts caused by customer availability or access issues
  • Refused shipments
  • Unclaimed pickup orders
  • Packages returned due to customer-provided address information
  • Loss, theft, or exposure occurring after confirmed delivery

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection law.

Returns & Exchanges

Due to food safety considerations and the perishable nature of our products, food products cannot be returned or exchanged after they have left our facility.

Perishable Food: Once food has been shipped, delivered, or collected, we cannot accept it back into inventory for resale.

This does not prevent customers from submitting an eligible claim regarding a missing, incorrect, defective, or otherwise qualifying product in accordance with this policy.

Local Pickup Orders

Pickup orders are freshly prepared for the scheduled pickup date selected at checkout.

Customers are responsible for collecting their order within the scheduled pickup period or contacting us as soon as possible if alternate arrangements are required.

Unclaimed Pickup Orders: Orders that remain unclaimed for more than 7 calendar days after notification that they are ready for pickup may be disposed of due to food safety and quality considerations and may not be eligible for refund.

If an order has already been prepared and is otherwise eligible for a refund, a 25% Handling & Disposal Fee may be deducted from the eligible refund to account for labour, packaging, payment processing, administrative costs, and disposal.

Any shipping or delivery charges already incurred are non-refundable unless otherwise required by applicable law.

Incorrect Orders

If you believe you received the wrong product or an incorrect quantity, please report the issue within 48 hours of delivery.

Photographs of the complete order, packing slip, shipping package, shipping label, and affected products may be required before we can review the claim.

If our review confirms that an order was incorrectly fulfilled by Carla’s Cookie Box, we will determine an appropriate resolution based on the circumstances of the order.

Claims, Refunds & Resolution

Eligible claims are reviewed individually based on the circumstances of the order and the information available.

Depending on the issue, an approved resolution may include a replacement, refund, partial refund, store credit, or another reasonable remedy.

Claim Requirements

Unless otherwise stated, product or shipping concerns should be reported within 48 hours of delivery.

We may require:

  • Photographs of the affected product
  • Photographs of the complete package contents
  • The packing slip
  • The shipping label
  • The outer shipping box
  • The box dimensions
  • Additional information reasonably required to investigate the claim

Incomplete claims or claims submitted outside the applicable reporting period may not be eligible for review.

Approved Refunds

If a refund is approved, it will generally be issued to the original payment method used for the purchase unless another resolution has been agreed upon.

Once a refund has been processed by Carla’s Cookie Box, the time required for the credit to appear is controlled by the customer’s bank, card issuer, PayPal, or other payment provider.

Original shipping or delivery charges may be non-refundable when those services have already been provided or incurred, except where otherwise required by law or specifically approved as part of the resolution.

Chargebacks & Payment Disputes

If you have a concern with an order, please contact Carla’s Cookie Box and complete the applicable claims process so that we have an opportunity to investigate and address the issue.

Claims Process: Shipping and product concerns should be reported within the applicable claims period and should include the documentation required to investigate the issue.

If a chargeback or payment dispute is initiated, Carla’s Cookie Box may submit relevant order information and supporting evidence to the payment processor, card issuer, financial institution, or dispute-resolution provider.

Supporting evidence may include:

  • Order and payment records
  • Order timestamps
  • Fulfillment and packing records
  • Shipment weights
  • Tracking information
  • Courier delivery confirmation
  • Available GPS records
  • Available delivery photographs or scans
  • Customer communications
  • Applicable store policies
  • Information showing acceptance of applicable policies at checkout

We reserve the right to contest payment disputes or chargebacks where our records indicate that an order was properly processed, fulfilled, delivered, or otherwise handled in accordance with our policies.

Abuse, Fraud & Repeated Claims

Carla’s Cookie Box reserves the right to review orders for suspected fraud, abuse of promotional offers, repeated unsupported claims, payment fraud, or other activity that may pose a risk to the business or its customers.

We may decline or cancel future orders where there is documented evidence of fraudulent activity, repeated abuse of our claims process, or repeated payment disputes inconsistent with order and delivery records.

Contact & Support

If you have a concern regarding an order, refund, missing item, product condition, or delivery, please contact us as soon as possible.

Last updated: September 2026