Our Policies

OUR POLICIES:

Our cookies are freshly baked to order, with the exception of the “flash sale” items.

Please note that our cookies are all handmade, rather than factory processed. Cookies may have slightly different appearances from each other, and from photos on our website and social media. Cookies are measured by weight.

Our offerings, recipes, packaging, and prices are subject to change. We are always looking to improve our products!

We strive to ship orders 2-5 days from when an order is placed, however, shipping may take longer during holidays, and in the event that the shop owner has a medical emergency. Please allow up to 2 weeks before contacting us. We will do our best to communicate if there may be a delay with your order.

We also try to keep shipping to Mondays, Tuesdays, and Wednesdays so that there will be less of a chance your package may be held up over the weekend. 

Please understand that CookieTiam is owned and managed by one disabled, chronically ill person. There is only one person managing media, baking, packaging, shipping etc. We ask for your patience and understanding in the event of medical emergencies, which may change in frequency at any time. If we cannot get your order to you by the time you need it in the event you have time constraints, and if we have not shipped it yet, please use our contact form and get in touch.

If there is a medical emergency going on where I need acute care and may not be able to fulfill orders, it will be in the announcement banner at the top of the website. Please note that baking and packaging aren't the only things that may stall - I may not be able to update individual customers, fulfill refunds etc. If something like a refund is needed, we will take care of it asap after we are stabilized. We appreciate your patience during these times. 

We accept large pre-orders and catering on a case-by-case basis. Click here for more information!

We do not offer custom orders or rush orders at this time.

We reserve the right to refuse service in the event a customer becomes rude or abusive.

SHIPPING POLICY

Orders are only shipped nationwide.

Orders cannot be shipped to PO Box. Shipping to Hawaii and Alaska may incur altered shipping rates. We do not ship on holidays. Once a shipping label has been printed, we cannot accept cancellations, refunds, returns, or exchanges.

We cannot be responsible for delays due to incorrect or incomplete shipping addresses. Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or relabeling.

Shipping charges will not be refunded for late deliveries in the event the business is closed or if the recipient is not available to receive the package when delivered, or if the delivery personnel may require a signature for delivery at the discretion of the driver.

Estimated delivery timelines do not take unexpected weather delays into consideration, which may affect shipping and arrival dates.

During peak holiday season in the month of November/December and during sale days, orders will process in the order in which they are placed.

We are not responsible for any mail delivery delays due to the high volume that shipping centers experience during the month of November/December.

Additionally, please keep in mind that excessive heat, such as during the summer months, may cause ingredients such as chocolate and butter to melt. These cookies are not frozen or kept in dry ice or cooling packs during shipping.

*Please note that the business owner is disabled - if orders cannot be fulfilled due to a medical emergency, we will contact you as soon as we are able to discuss alternatives.

REFUND POLICY

Due to the nature of our products, all sales are final. We do not accept returns or exchanges. In the unlikely event that you are not satisfied with your purchase, please fill out the contact form to email us. Partial or full refunds are decided on a case-by-case basis.

We do not provide refunds in cases where the products were prepared and packaged correctly, but the taste or texture did not meet personal preferences.

We only give partial or full refunds in accordance with the refund policies below:

• We cannot accept returns or exchanges for any orders.
• Our allergy / dietary restrictions are clearly stated, and we cannot give refunds or exchanges for items that are prepared and packaged according to our policies, even if a reaction occurs.
• All products are the responsibility of the customer once it leaves our location. We are not responsible for items that are damaged via transport, delivery, or pickup. If your order arrives damaged, please take photos of the damaged areas, the box, and the entire item/order, and we may be able to assist you.
• We do not do refunds or exchanges if the product doesn't meet personal preferences, including taste, texture, and appearance. Our items are all handmade, and as such, items may not be identical to other items, or items photographed.
• Please note that the business owner is disabled - if orders cannot be fulfilled due to a medical emergency, we will contact you as soon as we are able to discuss alternatives.