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
These Terms & Conditions apply to purchases made from Carla’s Cookie Box. Because our desserts are baked fresh and many are perishable, our policies are designed to protect food safety while remaining fair and transparent.
By placing an order, you agree to these Terms as well as our Return & Refund Policy.
General Store Terms
- We are a proud, family-run bakery and appreciate your patience and support.
- To change or cancel an order, please email support@carlacookiebox.com.
- Orders may only be cancelled if baking or shipping has not begun.
- Once production or shipping has started, cancellations and refunds are not available.
Payments & Billing
Billing descriptor: Charges will appear as CARLACOOKIEBOX.COM. Some PayPal transactions may display as PAYPAL * CARLACOOKIEBOX.COM.
If you do not recognize a charge, please contact us at support@carlacookiebox.com before opening a dispute — we can usually resolve concerns quickly.
Payment processing: Payments are securely processed through WooPayments (Stripe) and PayPal. For fraud protection, we may only ship to the verified billing/shipping address linked to your payment method.
Delivery Terms & Conditions
- Drivers may call or text upon arrival to coordinate safe drop-off.
- Carla’s Cookie Box is not responsible for delivery failures caused by: incorrect or incomplete addresses, recipient unavailability, refusal by building staff, weather conditions, or other courier-controlled factors.
- Delivery to P.O. Boxes is unavailable.
- For apartments and condos, recipients may be asked to meet drivers in the lobby or entrance for safety and access reasons.
Shipping Terms & Conditions
- We ship across Canada and the United States.
- Shipping windows are estimates and cannot be guaranteed once with the courier.
- Carla’s Cookie Box may select or change shipping carriers at our discretion.
- Rural or remote deliveries may require additional time.
- Our desserts are fragile. While packaged carefully, minor breakage may occur. We will assist with courier investigations where appropriate, in accordance with our Return & Refund Policy.
Cancellations, Refunds & Claims
Most dessert items are perishable and are final sale once delivered. Claims related to missing, not-received, or delivery issues must be submitted using our Shipping Issue / Claims Form within 48 hours.
Full eligibility details are explained in our Return & Refund Policy.
Product Freshness & Storage
Desserts are vacuum-sealed and packaged to preserve freshness. Once delivered, proper storage is the responsibility of the recipient. Items damaged or spoiled due to improper storage after delivery are not eligible for refund or replacement.
Mobile Terms of Service
- By opting into SMS, you agree to receive texts related to orders, updates, offers, and support.
- Message frequency varies. Standard carrier rates apply.
- Reply STOP to unsubscribe, or HELP for assistance.
- Your mobile data is handled in accordance with our Privacy Policy.
Privacy & Data Protection
We respect your privacy and never sell personal information. Data is handled in accordance with Canadian privacy laws, GDPR, and CCPA where applicable. You may request access or deletion by emailing support@carlacookiebox.com.
Read our complete Privacy Policy.
Do Not Sell My Personal Data
If you are covered under CCPA or equivalent laws, you may request that we do not sell or share your personal information by contacting support@carlacookiebox.com. We honor valid requests according to applicable regulations.
Contact Us
If you have questions about these Terms or any policy, please email support@carlacookiebox.com or visit our Contact Page.
Last updated: October 2025