Refund policy

Return & Refund Policy

Thank you for choosing Cookies Canada. We aim to provide high-quality packaged cookies and a smooth shopping experience. Please review our Return & Refund Policy before placing your order.

1. Incorrect or Damaged Orders

If there is an issue with your order, please contact us within 48 hours of delivery.
We can assist you if:

  • You received the wrong product,

  • Your order arrived damaged,

  • Your package is missing items.

To help us resolve the issue quickly, please email hello@cookiescanada.ca with:

  • Your order number

  • A short description of the issue

  • Photos of the product and packaging

2. Returns & Refunds

Because cookies are sealed, consumable products, we do not accept physical returns.
However, depending on the situation, we may offer:

  • A replacement,

  • Store credit, or

  • A partial or full refund (case-by-case).

Refunds (if approved) are issued to the original payment method within 3–7 business days.

Wildlife & Animal Damage
Once an order has been delivered, we are not responsible for damage caused by wildlife, pets, or other animals. This includes but is not limited to squirrels, birds, raccoons, or similar animals. Orders damaged or removed by wildlife after delivery are not eligible for replacement or refund.

3. Order Cancellations

Since we ship packaged items quickly, cancellations follow these timelines:

  • Orders not yet shipped:
    Can be cancelled if requested within 1 hour of purchase.

  • Orders already shipped:
    Cannot be cancelled.

4. Delivery Issues

We are not responsible for:

  • Incorrect addresses provided by the customer,

  • Packages marked as delivered but not retrieved,

  • Delays caused by the courier.

We will, however, assist in opening an investigation with the courier if needed.

5. Allergy & Dietary Disclaimer

Please review all product descriptions carefully before purchasing. While we offer some dietary-friendly options, all of our products are prepared in a facility that may handle: nuts, dairy, gluten, soy, and eggs.
We cannot offer refunds for reactions related to allergens not disclosed to us.

6. Substitution Policy

Due to our order volume fluctuation, we reserve the right to substitute with similar product of equal or greater value.

However, product substitution is very unlikely since the vast majority of our orders are produced at our own production facility.

The following rules for substitution will apply:
•    Flowers: In arrangements of assorted flowers, the colours shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.

•    One-of-a-Kind Flower Arrangements (such as all roses, or all lilies): We will make every effort to match the flower type, but may substitute with another colour or substitute with a bouquet of equal or greater value.

•   Gourmet Gifts & Specialty Items (including, but not limited to, Fruit and Gift Baskets, Cookies, Cakes, Chocolates, Teddy Bears, Balloons, and Vases): These items may be substituted with another specialty item of equal or greater value and of similar theme and category. PLEASE NOTE: Images of gift baskets represent number of product included, type, colour and shape of basket - actual product variety will vary.

7. Contact Us

For support, please reach out:

13285570 CANADA INC o/a Cookies Canada
BN:781349303
📧 hello@cookiescanada.ca
📞 +1 888 609 6046

We’re here to help you with any concerns.