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 or replacements for items that arrive damaged, melted, or broken.
Please note:
- Cold packs are only included when purchased with your order.
- Even a slightly cracked or broken butter tart tastes just as good — cosmetic damage doesn’t affect flavour or freshness.
If your box arrives visibly damaged, please send photos of:
- The outer shipping box (top and bottom), including the printed box dimensions on the bottom flap.
- The contents as received, before unwrapping further.
Send these photos to orders@carlacookiebox.comso we can log the issue and use the feedback to improve packaging and courier handling.
Thank you for understanding and supporting a small Canadian bakery that puts love into every single dessert we send. 🩷
Oct 9, 2025