No Walk-Ins — Please Pre-order Online Before Pickup 😊

Shipping Policy

Production

At Carla’s Cookie Box, all orders are baked fresh and prepared specifically for each customer. This Shipping Policy explains how orders are processed, shipped, tracked, and handled once they leave our facility.

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

Where We Ship

  • We ship within Canada and the United States.
  • P.O. Boxes are not supported.
  • Remote or rural locations may experience extended transit times.

Orders are shipped using third-party carriers including Intelcom/Dragonfly, GLS, UPS, and FedEx. Carrier selection is determined automatically based on destination, service level, and logistics availability.

For U.S. orders, the recipient is solely responsible for any customs delays, duties, taxes, or import fees.

Order Processing & Shipping Dates

  • Orders ship on Wednesdays and Fridays only.
  • The date selected at checkout is the shipping date, not the delivery date.
  • Orders placed after business hours, on weekends, or on holidays are processed the next business day.
  • High-volume periods may extend processing timelines.

Shipping timelines shown at checkout are estimates provided by the courier. Delivery dates are not guaranteed.

Once an order leaves our facility, transit timing, routing, and delivery are fully controlled by the courier.

Tracking Disclosure: Tracking notifications are sent when a shipping label is generated. Label creation does not indicate physical shipment. Orders depart our facility on the selected shipping date.

Courier delays caused by weather, traffic, mechanical issues, staffing shortages, or volume surges are outside our control and do not qualify for refunds or charge reversals.

All desserts are vacuum-sealed for freshness. Custody transfers to the courier once the shipment leaves our facility.

Local Pickup Orders

  • Local pickup is available Tuesday through Friday.
  • Pickup date and time must be selected at checkout.
  • A Completed email confirms readiness for pickup.

Orders not collected at the scheduled pickup time may be subject to quality degradation. Uncollected pickup orders are not eligible for refunds.

Tracking & Delivery Confirmation

Tracking details are provided via email once shipment is initiated. Customers may also track orders at:

➡️ Track My Order

Delivery confirmation is determined by the courier and may include GPS verification, delivery photos, or scan confirmation.

Delivery, Safe Drop & Liability Transfer

  • Couriers may perform unattended delivery (“safe drop”).
  • Multi-unit buildings may require lobby or parcel-room delivery.
  • Once marked Delivered, liability transfers to the customer.

Carla’s Cookie Box is not responsible for loss, theft, or damage occurring after delivery confirmation.

Minor cosmetic movement, cracking, or settling during transit is expected and does not affect quality or qualify as damage.

Perishable Items & Warm Weather

Baked goods are perishable and sensitive to temperature exposure. Cold packs are optional and available at checkout. Courier vehicles are not temperature-controlled.

Items affected by heat exposure, delayed retrieval, or being left unattended after delivery are not eligible for refund, replacement, or chargeback.

Missing, Not Received, or Delivery Disputes

If tracking indicates Delivered but the package is not located, the customer must submit a shipping claim for courier investigation.

Submit a Shipping Claim

Claims may require delivery photos, GPS coordinates, or carrier confirmation. Courier-verified delivery constitutes proof of fulfillment.

Damages & Product Condition

Due to the nature of baked goods, minor cosmetic changes during transit are not considered damage. Courier insurance does not cover aesthetic movement.

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

Address Accuracy, Changes & Returns

  • Customers are solely responsible for entering a complete and accurate shipping address at checkout.
  • Shipping addresses are automatically generated from customer-submitted checkout information.
  • We do not manually input, validate, modify, or correct shipping addresses.
  • Missing apartment numbers, unit numbers, buzzer codes, or postal codes constitute incomplete addresses.
  • Delivery to the address provided at checkout constitutes successful fulfillment.
  • Orders delivered to an incorrect or incomplete address are not refundable.

Address changes are not guaranteed once an order is placed. Orders already processed or labeled cannot be modified.

Packages returned due to refusal, missed delivery attempts, or failure to retrieve from a carrier depot are not eligible for refunds. Reshipment fees may apply.

Contact & Support

Shipping-related inquiries must be submitted through our official support channels.

Last updated: November 2025

Shipping FAQs

Do you enter or fix shipping addresses?
No. Shipping addresses are automatically generated from what the customer enters at checkout. We do not manually enter, edit, or verify addresses.
I entered the wrong address — can I get a refund?
Orders delivered to the address entered at checkout — including incorrect or incomplete addresses — are not eligible for refunds.
Can you change my address after I order?
Address changes are not guaranteed once an order is placed. If a shipping label has already been created, changes may not be possible.
I forgot my apartment or unit number — what happens?
Missing unit or buzzer numbers are considered incomplete addresses and may result in delivery failure or safe drop. These orders are not refundable.
Why does my tracking show a label but no movement?
Tracking is sent when the shipping label is created. Your order ships on the selected shipping date.
My package says delivered but I don’t have it — what should I do?
If tracking shows Delivered, please submit a shipping claim so we can assist with the courier investigation.