Returns & Refunds
Since these cookies are perishable, no returns will be accepted.
Big Cookie produces its cookies to a very high standard using premium ingredients so they can be enjoyed by all of its customers. Understand, these cookies are not massed-produced. They are custom-made in small batches, so their texture may vary a little from batch to batch. Generally they may be a little crispy on the outside and softer inside. If you have any questions about the cookies, please contact Big Cookie prior to placing an order at firstname.lastname@example.org.
A refund will only be granted if the cookie package fails to reach its destination, due to no fault of the customer/recipient. The customer must provide the correct deliverable address for the cookie package based on the shipping service selected. Each refund request will be evaluated on a case-by-case basis. If a refund is granted, it will be issued to the credit card used for the original purchase.
In a timely manner, Big Cookie will investigate the reason that the cookies did not reach the recipient. The customer/recipient is expected to make every effort to receive the cookie package in the time frame allotted for the shipping method selected. The customer/recipient must provide the shipping service a place to deliver the cookie package where it will not sustain damage from its surroundings (e.g. excessive heat in certain parts of the country, impact damage, theft, etc.).
A refund will only cover the cost of the cookies, not the shipping costs. Big Cookie packages its cookies in a manner as to not be damaged by the shipping services standard package handling practices. Big Cookie is not responsible for damage that may be caused to a cookie package during the shipping process.
An order can be cancelled for a full refund as long as the request is made prior to the cookie package being shipped. All cancellation requests should be made within 24 hours from the initial order time.