Orders-Shipping
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I just got my tracking number — does that mean my products were baked and shipped?
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... -
Are orders and shipping delayed during the busy season, like Christmas?
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... -
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...
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Are shipping costs shown before I pay?
Yes. Live rates are calculated at checkout based on destination, weight, and courier/service you select. -
Can I change my shipping date after ordering?
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.
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Can I pick up my order instead of shipping?
Yes. Select Local Pickup at checkout and choose your date and time slot. -
Can the 4-Box Deal have different varieties in each box?
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... -
Can you guarantee a specific delivery date?
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...
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Do warm weather months affect shipping?
High temperatures can affect desserts in transit. We recommend choosing faster shipping and adding cold packs (available for a fee) in warmer months. -
We currently ship within Canada and the USA.
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Yes. We ship across Canada and the USA with tracked couriers.
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How are desserts packaged for shipping?
Butter tarts are clamshell-packed and vacuum sealed; cookies are sealed for freshness; everything is cushioned with protective wrap. In warmer months, optional cold packs are available for a fee. We are not responsible for damages during shipment. -
How do I choose my pickup or shipping date?
At checkout, select Shipping or Pickup, then use the calendar to choose your date. Reminder: the shipping date is the date your order leaves our bakery, not the delivery date. For a quick explanation, see our videos: [How to Order](https://www.youtube.com/watch?v=S5aMZH94qlQ) and [Shipping Explai... -
Delivery times depend on destination and courier. Most Ontario orders arrive in 1–3 business days; other Canadian provinces 3–7 business days; USA 3–7 business days. Weather, holidays, or courier delays can impact these estimates. We are not responsible for courier transit times as you select bot...
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My order arrived damaged—what should I do?
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... -
Our pickup location is Carla’s Cookie Box, 31 Chicory Gate, Woodbridge, ON. You can find this by typing Carla’s Cookie Box in Waze or Google Maps. When your order is ready, you’ll receive an email letting you know it’s complete. If you didn’t receive an email, please
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What if my tracking shows no movement?
Tracking can take time to update. If there’s no movement for 48 hours, contact us and include your order number and tracking link so we can assist. -
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.
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When do you ship orders each week?
We ship fresh from Ontario every Wednesday and Friday. Rates are calculated in real time at checkout. You choose the courier and speed. -
Who is responsible for courier delays?
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.
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Why is my butter tart sticking to the lid or leaking?
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 ...