Refund policy

return & refund policy

at cookie box, we work hard to make sure every box is baked fresh, packed with care, and delivered with the same excitement we'd want if it were arriving at our own door. because our products are perishable food items, we maintain a strict return and refund policy.

damaged, incorrect, or quality-related issues

if your order arrives damaged, contains the wrong items, or there is a significant issue with the quality of your order, you must notify us within 24 hours of delivery or pickup.

to submit a claim, please email thebox@cookieboxcookies.com and include:

  • your order number in the subject line
  • clear photos of the packaging, products, and any damage
  • a detailed description of the issue
  • your full name and contact information

once received, one of our cookie boxers will carefully review your claim and respond within 48 business hours.

claims submitted without photos or outside of the 24-hour reporting window may not be eligible for review or resolution.

refunds & replacements

approved claims may qualify for one of the following remedies at cookie box's discretion:

  • replacement product
  • store credit
  • partial refund
  • full refund

refunds are not automatically guaranteed and are evaluated on a case-by-case basis.

approved refunds will be issued to the original method of payment and may take several business days to appear depending on your financial institution.

products that are not eligible for refunds

due to the nature of baked goods and food safety regulations, we cannot accept returns or provide refunds for:

  • products that have been consumed, partially consumed, or discarded
  • orders reported more than 24 hours after delivery or pickup
  • personal taste preferences
  • changes of mind after an order has been placed
  • orders that were provided exactly as ordered
  • orders left outside for extended periods after delivery
  • incorrect shipping information provided by the customer
  • delays caused by carriers, weather, natural disasters, or circumstances outside of our control
  • gift cards
  • promotional items, giveaways, or complimentary products

shipping considerations

our cookies are baked fresh and packaged carefully before leaving our facility. while we do everything possible to ensure safe delivery, minor cosmetic imperfections may occur during transit and do not qualify for refunds.

examples of normal shipping-related conditions may include:

  • slight movement inside the box
  • minor cracking
  • frosting or toppings shifting slightly
  • minor packaging wear

however, significant damage such as crushed products, opened packaging, missing items, or products rendered inedible should be reported immediately.

order accuracy

please review your order carefully before checkout.

cookie box is not responsible for customer errors including:

  • incorrect shipping addresses
  • incorrect recipient information
  • missed delivery attempts
  • failure to retrieve delivered packages promptly

orders returned due to incorrect information provided by the customer may require additional shipping charges before reshipment.

cancellations & modifications

because our products are made fresh to order, cancellations or modifications may not be possible once production has begun.

if you need to make a change, please contact us as soon as possible. while we will do our best to accommodate requests, changes cannot be guaranteed.

allergy notice

our products are prepared in a kitchen that handles common allergens, including but not limited to:

  • wheat
  • milk
  • eggs
  • soy
  • peanuts
  • tree nuts

we cannot guarantee an allergen-free environment. refunds will not be issued for allergic reactions resulting from ingredients or cross-contact.

chargebacks

we encourage customers to contact us directly before filing a chargeback with their bank or credit card company. most concerns can be resolved quickly through our customer care process.

fraudulent chargebacks may be disputed with supporting documentation, including order confirmations, delivery records, correspondence, and photographic evidence.

our promise

we're not happy unless you're excited to open your box. while we maintain a strict refund policy due to the perishable nature of our products, we genuinely care about every customer experience and will always make a reasonable effort to resolve legitimate concerns fairly and professionally.

questions? email us anytime at thebox@cookieboxcookies.com. 🍪📦