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Frequenty Asked Questions
What if I want the order rushed? Can you do that?
Contact us asap! We'll do our best to accomodate you.
We recommend you plan ahead and give your cookies at least 10 days lead time. We also recommend that you plan to receive your cookies several days ahead of your event. We have had numerous issues with the shipping companies, resulting in delays that have forced us to forfeit the customer's payment and incur significant losses. We cannot survive this as a micro-business. We ask that you plan to receive your cookies up to 3 days in advance of your event. Our cookies stay fresh for 2 to 3 months so that they will be fine. Not receiving your cookies in time and the last-minute stress for you and us is not worth it.
NOTE: The only way we can do rush orders is if you take full responsibility for the shipment timing. You can get extra insurance from the shipper to cover the full expense. We can no longer support rush orders without these provisions in place.
What if I want to cancel the order after it is placed?
As long as you cancel it before the artwork is approved, we can issue a refund of up to 75% of the order amount. After the artwork is approved, unfortunately, there are no refunds.
What if the product doesn't look like me?
We will make sure you are satisfied. If you are not satisfied after 3 revisions and your initial proof, we can continue with an additional 3 proofs for $25 more.
What if the product breaks in shipping?
We pack our cookies very well. That said, on the rare occasion that a cookie breaks, we will, of course, refund the money for the lost cookie. And we always include a few extra cookies for our crazy cookie customers as a show of appreciation.
Can I pick up the cookies instead of paying for shipping?
Yes you can!! We can refund the entire shipping MINUS a $7 handling charge per box.
Will the cookie look identical to the rough draft?
The cookie will look extremely close. However there will be very small differences, mainly because the proof is a digital piece of art and the cookie is, well a cookie!
What is the time frame to get a refund if a cookie breaks?
We give our customers 5 business days from the date the cookies are delivered to file any complaint. We also require pictures to verify the damaged or deformed cookies.
How long will the product last if I order it ahead of time?
The cookies have a shelf life of at least 2-3 months. We sold in grocery stores, airports & national parks for over 5 years and it is the same cookie we sell now.
What if I reorder the same custom design later? Will I have to pay the same fee?
If you want to reorder that special someone or your company logo because it was such a hit (and we know it will be), you will be refunded for the design fees.
What is the lead time?
We ask for 7-10 days lead time EXCLUDING shipping time, which depends on your location. Typically it takes shippers 7-8 days across country.
How quickly do we receive the proofs after we submit the artwork?
Within 24 hrs during normal business days for initial artwork.
What if I want two designs on one cookie?
No problem! That would be considered our "Anniversary" cookie type. So please select "Anniversary" as what you will be making into a cookie
Does a logo with two faces or a logo with two objects count as two designs?
YES!!!
How big are the cookies?
The custom cookies are around 3 inches tall x 2 inches wide x .25 inches deep depending on your design. Logos are often less tall and more wide, but it all depends on the design.
Can you make the cookies bigger?
Some designs we can make a little taller, but for the price listed 3 x 2 x .25 are the dimensions we work with. Send us an email if you have any questions about making them bigger.
What kind of picture should I send? Is there a specific file format?
Anything where the individual is looking directly at the camera. So no profiles!! Any file format is fine. We work from the picture which means the better the picture the better the cookie! Think driver's license or passport picture for the orientation.
What about the file format for logos? Can I send you a JPEG for the logo?
If that is the only option we can work from it, but if you have the original EPS or AI file we can capture MUCH more detail. Vector files are what we prefer for logos or objects.
What does the product taste like? Are they a soft cookie?
The cookies taste like something in between a shortbread and an animal cracker. That is the best way to describe our little wonders. Also, our cookies are not too sweet, just sweet enough.
Do I get to see a preview of the product ahead of time?
We send you a rough draft — an EXACT model of what your cookie will look like — but unfortunately, we don't send you a sample of the actual cookie. However, you will see them soon enough, and they are WELL worth the wait!
Are you certified for food processing? Are you Kosher Certified?
Yes, we are certified for food processing in the state of California!! Unfortunately, we are not Kosher Certified at this time.
Do you ship out of the country?
Right now, we focus on the USA and can ship to Canada, though customs taxes may apply.
Do you offer discounts for large quantities?
We currently don't for the custom cookies, but if you have any questions about our collections or a desire to make a collection for resale we would be happy to talk with you about the volume needed to warrant a discount.