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Home > FAQ

FAQ
Q. What ingredients are in your cookies?
 
A. Our 'honey' are firmer cookies which contain: wheat flour, honey, margarine, sugar, eggs, dry egg white, vanilla flavor, baking powder, US-FDA certified food colors.Some of our cookies may contain nuts. Our  'shortbread' cookies are baked right in the USA using real butter and delicious shortbread icings. Although they do not contain peanuts, they are made in a facility which uses peanuts so it is not recommended you consume them if you have allergies.
 

Q. What is the shelf-life of the cookies?

A. To ensure the highest quality, we recommend that they be consumed within 4 weeks of receipt. They can also be frozen to preserve their freshness longer.

Q. Will the cookies break during shipping?

A. We guarantee crumble-free delivery and the cookies will not crumble or break under normal circumstances. Each of our cookies is individually shrink-wrapped and then hand packed in a shipping box with suitable padding.

Q. How big are the cookies?

A. Our cookies are jumbo sized cookie, and are larger than average. Some of our shapes are larger than others and will be between 3.2” wide x 3.4” high minimum, and 5” wide x 5” high maximum, with a thickness of around 0.3”. The cookies weigh around 2 ounces. Our newer shortbread cookies are slightly larger than our honey cookies. Each cookie is approximately 4-5" tall, depending on cookie shape or design, and weighs up to 3.5 oz.. All cookie favors come individually shrink wrapped

Q. How accurate are the photos of each cookie and the options?

The cookies may be slightly different to those in the photos due to being made and decorated by hand. The colors of our organza bags, tissue papers, and ribbons may vary since each is uniquely hand packaged!  Each gift also includes a card with your name and message. The gift will arrive in a shipping box with suitable packing.

Q. Do you offer custom gifts?

A. Yes, we are more than happy to help you customize a special arrangement in a way you would like. Contact us by email with your requirements.

Q. What if I am not satisfied with something I receive from Cookie Surprises?

A. At Cookie Surprises, our gifts are hand assembled and packaged to ensure your gifts are received in excellent condition. If your cookie arrives broken or damaged, we are happy to provide you with a replacement cookie! Please see further information on the Shipping and Returns page of this website.


Q. What if I do not receive an order confirmation via email?

A. There are several reasons this could happen: 1. Your email system believed the email confirmation was spam and rejected it; 2. Your email system believed the email confirmation was spam and sent it to your bulk folder; or 3. It was a faulty email address, such as you may have mixed the letters or name, in which case our system tried to send it to the email address provided, but was unable to. In any event you may call or email us to verify your order was received.

Q. What methods of payment are accepted?

A. We accept Paypal, Visa, MasterCard, Discover, and American Express.

Q. Do you offer corporate discounts?

A. Yes, we do offer corporate discounts. Contact us for further information.

Q. Is it safe to use my credit card online?

A. We use the latest in security technology to ensure that your sensitive information is protected.

Q. Do you offer same day delivery?

A. No. Under normal circumstances, most orders ship out within 1 to 3 business days.  However, due to large order volumes, weather conditions or circumstances beyond our control, we will ship your order as soon as possible.
Note: During our peak seasons (eg Christmas and Valentine’s Day) processing time may take longer. Please order early! Bulk Cookie orders ship in 5 - 10 business days from date of order.  Personalized cookies can take up to 14 business days to ship since these cookies are baked and decorated to order. 

Q. Do you ship to Canada, Hawaii, Alaska, or anywhere outside the U.S.?

A. Yes, we do ship to Hawaii, Alaska and Canada.

Q. If I order more than one item is there a discount on shipping?

A. No. Our shipping charges have been approximated to USPS rates which are based on size and weight of the gifts and in many cases we already absorb some of the shipping costs to make it more affordable for our customers.