FAQ

  • 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 refund up to 75% of the order. 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 n the rare occasion that a cookie breaks we will of course refund the money for the lost cookie. That being said we always include a few extra cookies for our crazy cookie customers to show our 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 if I want the order rushed? Can you do that?
  • We recommend you plan ahead and give your cookies the lead time of 3 weeks minimum. We also recommend you plan to receive your cookies several days ahead of your event. We have had numerous issues with the shipping companies causing delays that we have had to forfeit the customer's payment and lose a lot of money on. We cannot survive this as a micro-business. We request you to plan to receive your cookies up to a week in advance of your event. Our cookies stay fresh for 2 to 3 month, so they will be fine. Not receiving your cookies in time and the last minute stress for you and us in not worth it. NOTE: the only way we can do rush orders is 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 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 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 which is 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!

  • Can I talk to someone if I have questions?
  • The best and quickest way to reach us is via email as we're online mostly. If you need to specifically talk to us, give us a call at 510-200-7541. You can leave us a voicemail if no one picks up and we'll try to get back to you as soon as possible. Again, email is the quickest and best way to get in touch with us.

  • Are you certified for food processing? Are you Kosher Certified?
  • Yes we are certified for food processing in the state of California!! Unfortunately at this time we are not Kosher Certified though.

  • Do you ship out of the country?
  • Right now, we focus on the USA and are able to ship to Canada -- although custom taxes ma 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.
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