Frequently Asked Questions
How do I place an order?
Easy, if this is your first time to Cookies.com, browse through our delicious assortment of cookies, brownies, cakes and chocolate-dipped treats - you can browse by product categories or by special occasion or holiday. You can also Search for an item in our Search Box located on the top navigation bar.
Once you’ve found a product you want, choose any required options and then click the Add to Shopping Cart button. If you have lots of things on your shopping list, select "Continue Shopping" to return to Cookies.com to add more great treats to your order!
When you've finished filling your shopping cart, click the Proceed to Checkout button. If you already have a Cookies.com account, just enter your email address and password, and follow the easy steps for entering your Billing Information, Shipping Information, Shipping Method and Payment Information.
If you don’t have an account with us yet, you can either register with us or just checkout as a guest. Either way, we’ll need the same information. If you register with us, you can create a personal address book, store your account information and review your order history. And it will make your next visit even faster and easier.
If you have any questions along the way, please submit your question on our "Contact Us" page or call us at 877-253-GIFT (4438) during our normal business hours of 9AM to 5PM ET (M-F).
What payment methods do you accept?
We accept Visa, MasterCard, American Express and Discover. Please be sure to provide your exact billing address and telephone number associated with the credit card you use. Any incorrect information may cause a delay in processing your order. We also accept Paypal payments.
What are my shipping options?
Cookies.com ships exclusively with UPS to anywhere in the United States. We offer low, flat rate shipping by either Ground delivery for $5.99, 2nd Day Delivery (may ship via ground or air) for $12.99 or Next Day Air® Delivery for $19.99 per item per address. We also offer Next Day Air® Saturday Delivery for a flat rate of $44.99 for Next Day Air orders placed by 11AM ET on Fridays. We also offer free shipping on a variety of special gifts in the Free Shipping Items section.If you have any questions, please submit your question on our "Contact Us" page or call us at 877-253-GIFT (4438) during our normal business hours of 9AM to 5PM ET (M-F).
Will your Frozen Cookie Dough, Cookie Pies and Chocolate-Covered Gifts melt in transit?
No, we ship all of our frozen cookie dough, cakes, cookie pies and tarts as well as many of our chocolate-dipped items with either ice packs or dry ice to keep them cold and fresh.
Warning: In order to prevent frozen items from thawing or chocolate-covered items to melt, we ship many of our products in packaging with either Dry Ice or Ice Packs. Dry Ice is dangerous if not handled properly. Please pay careful attention to the handling instructions enclosed in your shipment. If you do not see handling instructions, please contact Cookies.com customer service immediately.
If I order more than 1 item, will everything ship together?
Since every gourmet product is special, our partners package and ship each item separately. If you are shipping multiple items to the same address, you will be charged separate shipping for each item. If you plan to order more than 5 items to the same address, please submit your question on our "Contact Us" page or call us at 877-253-GIFT (4438) during our normal business hours of 9AM to 5PM ET (M-F) and ask about our bulk shipping rates.
Where do you ship?
We can only ship within the continental United States. Currently we do NOT ship to Puerto Rico or Hawaii. For shipping and product updates, please provide us your email address and we'll keep you up to date.
Will you ship to a P.O. Box?
No, UPS does not ship to P.O. Boxes. UPS does not ship to APO/FPO Boxes either. UPS will only deliver to street addresses.
Can you do same day deliveries?
No, but if you order by 11AM ET, on Monday-Friday and select UPS Next Day Air® or UPS Next Day Air Saturday®, we’ll get you your order by the end of the following day.
Because we want our gourmet gifts to arrive fresh and delicious, we have a few rules around shipping days. Our shipping schedule is designed to minimize shipping time in order to maintain the freshest possible products.
All orders received before 11AM Eastern Time (ET) Monday through Friday will be processed and shipped on that day (except on holidays) as long as the products are in stock. All orders received after 11AM ET will be processed and shipped by the following business day (except on holidays). Saturday delivery is only available for orders received by 11AM ET on Friday for overnight delivery.
For delivery dates that are five (5) or more business days in the future, Ground delivery is also an option.
We reserve the right to ship multiple items to the same address in separate shipments on different delivery dates based on availability and shipping requirements. We will make every effort to bundle multiple items ordered to the same shipping address.
UPS Ground Delivery - $5.99
When using our delivery date calendar at checkout, you will have the option of selecting a delivery date. If your desired delivery date is five (5) or more business days in the future, you will have the option of shipping your order via Ground delivery. For fastest deliveries, choose one of the methods below as Ground can take up to five (5) business days to reach your delivery location.
UPS 2nd Day Delivery - $12.99
(Ships via 2nd Day Air® or Ground)
|Order Day After 11AM ET||Processing Day||Estimated Delivery Day|
UPS Next Day Air® - $19.99
|Order Day After 11AM ET||Processing Day||Estimated Delivery Day|
*Next Day Air® Saturday delivery ($44.99) is available for orders received before 11AM ET on Friday
Can I ship to multiple locations in the same order?
Yes, after you’ve finished adding products to your shopping cart, click on the link, “Checkout with Multiple Addresses” next to the address book icon. If you are registered with Cookies.com, select an address from your address book in the drop-down menu next to each item and then click “Update Qty & Addresses”. If you need to add an address, click one of the “Enter a New Address” buttons. When you’ve added the addresses for each item, then click “Continue to Shipping Information”. Please remember that you will be charged a separate shipping charge for each individual address.
Can I add a personal message with my gift order?
Yes, when you get to the “Select Shipping Method” during the checkout process, look out for the “Gift Messages” checkbox. If you’d like to include a gift message please select the box and then fill in the card. Please don't forget to spell-check your gift message since we can't make edits to your personal message.
No Internet? No problem!
You can always call one of our Cookies.com Customer Service Specialists toll-free at 1-877-253-GIFT (4438) to place your order during our normal business hours of 9AM to 5PM ET (M-F).
Can I specify a future shipping date?
If you would like your shipment to be delivered on a future date, please select the date based on our Delivery Date calendar in Step 3-Shipping Method of the checkout process. For future date deliveries, please be sure to select Ground or 2nd Day Delivery unless your delivery date is a Saturday, in which case you will only have the Saturday Delivery shipping option.
Can I track my package?
Once we ship your package, we will send you a shipping confirmation e-mail with a UPS tracking number. You can track your package by entering the tracking number at UPS.com. You can also check your order status and track your order directly from your personal account page at Cookies.com.
Can I confirm that my order went through or check the status of my order?
Yes, we will send you an e-mail order confirmation from Cookies.com after you place the order. You can check the status of your order by logging into your Cookies.com account. Once your order ships we will send you a shipping confirmation email with a UPS tracking number for your order.
What happens if my order doesn’t arrive?
It is VERY important that you ensure the accuracy and completeness of your shipping and billing information. If an order doesn’t make it to its intended destination because of an incorrect or incomplete address, UPS may attempt to contact the intended recipient with the phone number provided. If UPS can’t make the delivery, they will ship the product back to us. If you decide at that point you’d like us to try again, we will charge you for the additional shipping costs. If you don’t receive a shipping confirmation email from us, please contact us by submitting a support request or call a Cookies.com Customer Service specialist at 1-877-253-GIFT (4438).
Do your gourmet products contain nuts?
We are pleased to announce that one of our partners is a leading bakery specializing in nut-free, dairy-free, and egg-free baked goods. They designed their products especially for people with food allergies. Their products are certified to be peanut-, tree nut-, milk-, and egg-free and packaged it in their own nut-free facility. Our partner conducts routine testing to minimize the risk of cross-contamination in their certified allergen-free ingredients. Products that are nut-free, dairy-free, and egg-free will say so in the product description.
Many of the products from our other partners contain nuts, peanut butter, coconut, macadamia nuts, or pecans. Even our products that don’t contain nuts may be produced in facilities that make products that contain nuts. To play it safe, if you have food allergies, we do NOT recommend eating our goods unless they are identified as nut-free, dairy-free, and egg-free.
If you have any questions about the ingredients in any of our products, please please submit your question here.
Are your products gluten-free?
No, at this time we do not carry gluten-free products. Please check back soon, as we will be adding a partner in the near future who specializes in delicious gluten-free baked goods.
Are your products kosher?
Some of our gourmet products are certified kosher dairy. Please carefully read the product description to see whether a product is certified kosher. If you have any questions about any of our products, please submit your question here.
Are any of your products sugar-free?
Yes, if you need to eliminate sugar from your diet, you will find a selection of sugar-free cookies and cakes. Please search for “No Sugar Added” or “Sugar Free” in the Cookies.com search box.
I see you carry chocolate-dipped Oreos® and Krispies® Treats. Are you affiliated with the Kellogg's® Corporation or the Nabisco ® Corporation?
No, our partners use the finest ingredients in creating our delicious products, including ingredients from some well-known brands. Rice Krispies® is a registered trademark of the Kellogg's® Corporation and Oreo Cookies® is a registered trademark of the Nabisco ® Corporation. Cookies.com is not affiliated with Kellogg's® or Nabisco ® nor any of their respective subsidiaries.
I see you carry products made with made with M&M'S® Brand Chocolate Candies. Are you affiliated with Mars, Incorporated?
No, the M&M’S® trademark is a registered trademark of Mars, Incorporated. Mars, Incorporated has no affiliation or association with the preparation and sale of products sold on Cookies.com.
Cookies.com Email Newsletter
We appreciate you as our customer and we’d like to send you the occasional thank you with exclusive offers or discounts. When you sign up for our newsletter, you can be sure that we will not share your email with any third parties. We respect your privacy and will only use your email to communicate important Cookies.com news. If at any time you wish to unsubscribe from our newsletter list, please follow the instructions found at the bottom of emails from us.
We pride ourselves on the freshness and quality of the products we carry. And your happiness is important to us. If you are not 100% satisfied with your order, we want to make it right. Please let us know about the problem by submitting a support request within 24 hours of receiving your order. Please include your name, order number, phone number and a brief explanation of why you’re dissatisfied. If possible, please also include a photo if the issue is related to how the product looks or if there is any damaged packaging. One of our Cookies.com Order Specialists will contact you as soon as possible!
Please note that all orders are delivered by a third party carrier (typically UPS) and we cannot be responsible if your order is delayed in transit. You may wish to consider selecting a delivery date that is a bit before the date you need the product to allow for any unforeseen shipping delays. We strongly suggest that all orders be sent to businesses or residences where someone will be home to accept the package. UPS will leave packages at the shipping address if it is safe to do so, and will not require a signature. If you would prefer that your package be signed for, please submit a support request to us prior to shipping. We will ship to hospitals and hotels (and other addresses where internal routing is required) so long as a room number is provided with the order, but we cannot guarantee delivery as it is possible that the patient or guest will no longer be at the location when the order arrives or there may be a delay in the internal routing of the package to the patient or guest. We are happy to re-route any order once it has been shipped, but we reserve the right to charge a fee for the new shipping costs.
We do our best to ensure that your order arrives safely and in excellent condition any time of year! Each order is packed carefully for transit. In the warmer months (May-October), many of our chocolate dipped products are shipped with ice packs to prevent melting, however, we cannot be responsible for orders that are left outside in the heat. Further, we can only guarantee the condition of our chocolate dipped products that are shipped to areas with temperatures exceeding 85 degrees if the shipping method selected is UPS Next Day Air®.
Thanks for shopping on Cookies.com!