Orders-Shipping

Not necessarily. Your tracking number is created when we generate your shipping label and schedule your order for its selected shipping date. This reserves your place in our production and shipping queue. We ship orders on the shipping date you selected at checkout. Your desserts are baked fres...

What happens if my package is returned to Carla's Cookie Box? If a package is returned because of an incorrect or incomplete shipping address, refused delivery, or failure to collect the shipment, we are unable to issue a refund. As a small bakery, every order is baked fresh and shipped specifi...

During peak holiday periods, order processing and shipping may take a little longer than usual. Our bakery runs at full tilt this time of year, and while we work around the clock to get every box out quickly, high order volume and courier delays can extend delivery timelines. We always bake fres...

Can I change my shipping address after placing my order? If you notice an error in your shipping address, please contact us as soon as possible. We'll do our best to update it before your order ships. Once an order has been shipped, we cannot guarantee that the address can be changed. If a pack...

At Carla’s Cookie Box, every order is packed with care and verified before shipping. We understand that occasionally something may appear missing, so to help us investigate, we require clear documentation. If you believe an item is missing from your delivered order, you must provide all of the f...

Yes. Live rates are calculated at checkout based on destination, weight, and courier/service you select.

If your order hasn’t been processed yet, contact us as soon as possible and we’ll do our best to help. Changes aren’t guaranteed once processing begins.

Yes. At checkout you can pick the courier and service level shown for your address. Lower-cost options may take longer over long distances or during extreme weather.

Yes. Select Local Pickup at checkout and choose your date and time slot.

No — the 4-Box Deal cannot have different flavours in each individual box. You can choose up to 3 flavours total, and we will evenly divide those flavours across all four boxes. If you’d like each box to have its own unique set of 3 flavours, please add each box to your cart separately instead o...

No. Courier schedules vary. We ship your order on the shipping date you selected at checkout. The shipping date is not the delivery date.

All of our desserts are packed securely and with care to help them arrive fresh and safe. We use sturdy boxes, vacuum sealing, and padding where needed. However, once a package leaves our bakery, we can’t control how it’s handled or stored during transit. Because of this, we do not issue refunds...

Yes. Baked goods are sensitive to high temperatures during transit, and courier vehicles are not temperature-controlled.Cold packs may be available at checkout for eligible butter tart orders. We do not cold-pack cookies; cookies are individually vacuum-sealed for freshness. In hot weather, choos...

We currently ship within Canada and the USA.

Yes. We ship across Canada and the USA with tracked couriers.

Butter tarts are baked and shipped in individual baking tins to protect the delicate crust and gooey filling. Cookies are individually vacuum-sealed to preserve freshness and texture. Orders are then packed securely in protective shipping boxes for transit.Cold packs are available only for eligib...

At checkout, choose Shipping or Local Pickup and use the calendar to select an available date. For shipped orders, the selected date is your ship-out date — not the guaranteed delivery date.For a walkthrough and current details, visit our Customer Help & FAQ and Shipping Policy.

Delivery time depends on destination, courier service, weather and seasonal volume. Your selected shipping date is the date your order is scheduled to leave our bakery — it is not the guaranteed delivery date.Available courier services and rates are shown at checkout. For current details, see our...

We’re sorry to hear that. We pack carefully, but once with the courier it’s out of our control. Choosing a faster shipping speed helps reduce risk. If there’s significant damage, please contact us with photos so we can advise next steps. All of our desserts are packed securely and with care to h...

Shipping labels may be created a few days before your order leaves our bakery, so tracking can temporarily show “label created” or no movement until the carrier picks up and scans the package.Check your shipment on our Track Your Order page. If the package has been handed to the courier and there...

Carla’s Cookie Box 31 Chicory Gate Woodbridge, Ontario Pickup is available during select days and hours shown at checkout. Please wait for your pickup date and time before arriving, as your order must be fully prepared and packaged.

Our regular shipping days are Wednesday and Friday. Available courier services and rates are shown at checkout based on your destination.Your selected shipping date is the date your order is scheduled to leave our bakery, not the guaranteed delivery date.

Once a package is with the courier, transit time is outside our control. You choose the courier and speed at checkout; we cannot be responsible for courier delays.

Yes. When your shipping ticket is printed, a tracking email is sent to the address used at checkout. The ticket printing date is not the shipping date; your selected shipping date is when it leaves our facility. Check spam/promotions if you don’t see it.

Our butter tarts are handmade and generously filled, which means the filling remains soft and gooey. During shipping, it’s completely normal for fruit to stick to the lid or for caramel to slightly leak or shift inside the packaging. This is a natural characteristic of traditional butter tarts ...

Yes! If you would like to send items from the same order to multiple delivery addresses, you can use our multi-address shipping option. To use multi-address shipping: Add all of the items you would like to purchase to your cart. Go to our full cart page. Once your cart contains two or mo...

Shipping rates are calculated based on the items in your order and your delivery address. To see your shipping cost before checkout: Add the items you'd like to purchase to your cart. Go to your Cart. Select Estimate Shipping Cost. Enter your Canadian delivery address to view your estimated shi...

What happens if I don't pick up my order? Orders selected for local pickup should be collected on the scheduled pickup date during your selected pickup window. If you are unable to make your pickup time, please contact us as soon as possible. We'll do our best to accommodate an alternate pickup...