FAQ'S (Frequently Asked Questions)
Gourmet-Cookie-Bouquets.com is dedicated to offering quality products and customer service and encourage you to contact us if you should ever have a question or concern about your order. All emails will be answered promptly.
 
OUR COOKIE GIFTS
bulletYour cookie arrangements look beautiful, but do they really taste good?
bulletAre your cookies kosher?
bulletDo your cookies contain peanuts or other possible allergens?
bulletHow long are your cookies fresh?
bulletWill the cookies break during shipping?
bulletHow big are your cookies?
bulletDo you have sugar-free/diabetic cookies?
bulletDo you offer custom bouquets?
bulletHow will my gift look when it arrives?
bulletWhat if I receive something that I am not satisfied with?
ORDERING
bulletHow do I place an order online?
bulletI don't feel comfortable giving my credit card information over the Internet. How can I place an order?
bulletI have a large order and need to ship to multiple addresses. What is the easiest way to do this?
bulletWhat happens after I place an order?
bulletWhat if I do not receive an order confirmation via e-mail?
bulletHow do I find out the status of my order?
bulletCan I cancel an order?
bulletWhy isn't your site working with my browser?
PAYMENT
bulletWhat methods of payment are accepted?
bulletWhen will my credit card be charged?
bulletWhy do I get an Address Verification (AVS) error when trying to order using my credit card?
bulletWhat was the total charged to my credit card?
bulletDo you offer corporate discounts?
bulletCan your invoice me?
bulletIs it safe to use my credit card online?
SHIPPING OPTIONS
bulletDo you offer same day delivery?
bulletDo you ship to Canada or Hawaii or anywhere outside the U.S.?
bulletDo you deliver to hospital patients?
bulletCan you deliver to a PO or APO Box?
bulletWhat are the shipping options?
bulletWhat is a Business Day?
bulletWhen does my order need to be placed to ship on the same day?
bulletDo you deliver on Saturdays?
bulletHow much will shipping cost?
bulletWhy is air shipping so expensive?
bulletIf I order more than one item, is there a discount on shipping?
bulletWhen will my recipient receive their gift?
bulletCan I specify a future delivery date?
bulletAre delivery dates guaranteed?
bulletWhat will happen if I give an incorrect shipping address for my recipient?
bulletI want to use 2 Day shipping. Is there a chance it will get there in one day?
bulletDoes Fed Ex or UPS require a signature for delivery?
PRIVACY
bulletWill you share my personal information with other companies?

OUR COOKIE GIFTS
Q. Your cookie arrangements beautiful, but do they really taste good?
A. We bake our cookies at three different bakeries that each specialize in a particular style of gourmet cookies. All of our cookies are fresh-baked daily to ensure that you receive the tastiest cookies available. We take pride in offering a large selection of cookie arrangements should satisfy anyone's taste buds with crunchy or moist and chewy selections.
Q. Are your cookies kosher?
A. Some of our cookies are Kosher, but not all. You can see our Kosher selections on this page: Kosher Cookies. We will generally indicate on the product page itself as well in the description if the produt is kosher.
Q. Do your cookies contain peanuts or other possible allergens?
A. If your recipient has a peanut or other food allergy, we DO NOT recommend that you buy a product from us. The iced cookies can contain peanut oil and/or almond paste for flavor. The chocolate chip and other nut free cookies are baked in a facility where we store and use peanuts/nuts for other cookie flavors.

Our cookies also contain wheat, eggs, and possibly traces of soy.

Q. How long are your cookies fresh?
A. Our cookies are baked and shipped the same day. To ensure the highest quality, we recommend that they are consumed within a week of receipt. Otherwise, they can be frozen to preserve their freshness.
Q. Will the cookies break during shipping?
A. We guarantee crumble-free delivery. They will not crumble or break under normal circumstances. Each of our cookies is individually wrapped and then packed in a shipping box with bubble wrap and/or newsprint. To stabilize our gifts, the shipping boxes are custom designed for our cookie arrangements.
Q. How big are your cookies?
A. Our cookie sizes vary from bite-size to jumbo. Please see the production description for each item to see what is included.
Q. Do you have sugar-free/diabetic cookies?
A. Yes, we do offer a variety of designs that use sugar-free chocolate chip cookies. They are made with the following ingredients: Flour, Fructose, Mannitol Sweetened Milk Chocolate, Margarine, Eggs, Vanilla, Baking Soda, Salt. These gifts can be seen here: "Sugar-free / diabetic cookie gifts.
Q. Do you offer custom bouquets?
A. We offer customization on orders of 20 or more of the same bouquet. For our corporate customers, we do have numerous ways to incorporate your company logo in a custom gift. If you have a large order and would like pricing on a customized gift, please send us an e-mail with your name, phone number, the type of gift you need, suggested content ideas (if you have any), number of gifts, date needed, etc. A customer service representative will contact you to discuss the options and pricing details.
Q. How will my gift look when it arrives?
A. The gift photos shown online are accurate depictions of what your gift will look like when your recipient opens his/her package. Each gift also includes an enclosure card with your message. The gift will arrive in a shipping box packed with bubble-wrap and/or blank newsprint.

Please keep in mind that due to demand, it may be necessary for us to occasionally substitute items of equal or greater value than those shown online. We always try to use an item with a similar theme or genre. No refunds will be issued for an item that we had to replace. During the warm summer months, substitutions will be made for meltable chocolates.

Q. What if I receive something that I am not satisfied with?
A. We guarantee that you will be satisfied with our products. If you are unhappy with an item please email us. Be sure to include your original order number, name, telephone number, the best time to get a hold of you if necessary and a detailed explanation of the problem. Problems must be reported to us within one week of shipment receipt in order for the guarantee to be valid. One of our customer service representatives will contact you within one business day. We will work with you to rectify the situation. Please note: for faster service on damaged items, we may request that you email us a digital photo of the gift/packaging.
  • If your order arrives damaged, we will send a replacement or issue a refund for the gift cost (excluding shipping charges).
  • If there is a problem with an individual component, we will send you a replacement for that component or issue a refund for that component.
  • If your guaranteed air shipment arrives late due to a delay with our shipping carrier (UPS or FedEX), you will be credited for 100% of the air shipping charges. We cannot guarantee delivery for circumstances beyond our control (e.g., unsuccessful delivery attempts, weather delays, incorrect addresses, etc.). No refunds will be issued under these circumstances.
  • Orders sent to a wrong or incomplete address are not guaranteed. PLEASE be certain of the delivery address before ordering!
  • Gifts containing food items, perishables, personalized gift items and fresh-baked cookie arrangements cannot be returned.
  • If we are able to accept a return on the item and free or discounted shipping was given at the time of purchase, the normal freight cost will be deducted from the refund amount.
ORDERING
Q. How do I place an order online?
A. After you have selected an item and viewed the details about the gift, click the radio button for the size and price for the gift you wish to purchase and enter the zip code of the recipient. Then just click the "Add to Cart" button to start the ordering process. 
Q. I don't feel comfortable giving my credit card information over the Internet. How can I place an order?
A. We use the latest in security technology to insure your sensitive information is protected. However, you may also place your order toll-free at 1-866-561-1388 during our business hours.
Q. I have a large order and need to ship to multiple addresses. What is the easiest way to do this?
A. Many of our corporate customers send large orders to multiple addresses, so we have created an EXCEL spreadsheet template that can be downloaded here. Simply fill out the EXCEL order form and e-mail it to us. We will call to get your credit card information and verify the order once it is received. For orders with 5 addresses or less, we recommend that you order online using our shopping cart.
Q. What happens after I place an order?
A. When your order is placed on the web site, you will see a "Thank You" page, which will have an online order confirmation number on it. This is confirmation that your order has successfully been placed. You will receive an email confirmation at the address you provided once your order has been received by us.
Q. What if I do not receive an order confirmation via e-mail?
A. You will receive an order confirmation message via e-mail shortly after we receive your order. If you do not receive this message within two hours after placing your order, there might be a delay on the Web due to traffic, or our email may be in your spam/junk folder. If you do not receive an email confirmation, please feel free to contact us at 1-866-561-1388 to ensure that your order is being processed. The order confirmation e-mail will also contain your order details. We recommend that you review your order and if you notice an error (such as a transposed address, misspelling, etc.) please e-mail us the correction, your order confirmation number, and your daytime and evening phone numbers in case we need to contact you. We will be happy to change any information as long as your order has not been boxed and shipped.
Q. How do I find out the status of my order?
A. You will receive a shipment confirmation via e-mail normally within one business day of your package shipping, which includes a tracking link. You can also go to our order status page to obtain your tracking number and link to the carrier's website so that you can see exactly where your package is during transit.
Q. Can I cancel an order?
A. If your order has not already been shipped or personalized, we can cancel it. To do so, please contact our customer service department immediately at 1-866-561-1388. If your order has already been shipped out for delivery, we will be unable to cancel it.
Q. Why isn't your site working with my browser?
A. Ordering from our site does not require the latest and greatest technology, but it does require that you're using an SSL-compliant browser (this means it has a "secure" mode.) Web TV and some browsers behind company firewalls cannot support secure ordering. For best results, we recommend using Microsoft Internet Explorer 6 or later.
PAYMENT
Q. What methods of payment are accepted?
A. We accept a variety of credit cards including American Express, Discover, MasterCard, and Visa. For Visa and Mastercard, the credit card must be issued by a US or Canadian institution in order for us to process and accept your order. We do not accept gift cards (e.g., Visa/MC one time use gift cards) money orders, cash, or personal checks. If you are a business customer with a large order or an ongoing need for gifts, you may apply for Net 30 terms by contacting us.
Q. When will my credit card be charged?
A. Since we utilize real-time credit card processing, we will obtain an authorization on your credit card to obligate funds at the time your order is placed. However, your credit card will not actually be charged until the order has shipped.
Q. Why do I get an Address Verification (AVS) error when trying to order using my credit card?
A. For extra security we make sure that the billing address you provide matches the address on your credit card statement. Double-check and be sure that you are using the correct billing address. Corporate cards sometimes get sent directly to the cardholder so their home address may be required. If you have recently moved, your credit card company may not have updated your information yet. If you have moved or continue to get an AVS error, we recommend that you call the toll-free number on the back of your credit card. The credit card issuer should be able to help you with the AVS error.
Q. What was the total charged to my credit card?
A. When you place your order online, you are presented with the price of the merchandise, the shipping charge, Minnesota sales tax (if applicable) and any discounts during checkout. You will only be charged sales tax if your order is being delivered to Minnesota. This total charge should also be shown on your confirmation and shipment e-mails that you received after placing your order.
Q. Do you offer corporate discounts?
A. We do offer discounts on orders totaling $1000 or more. If you have a large order, we recommend that you use our EXCEL spreadsheet to input the required information and expedite the process.
Q. Can you invoice me?
A. We require individuals to use a credit card to make a purchase. If you are ordering for a company, we can set up a corporate account and extend credit once you have complated corporate account application (subject to approval). It usually takes a few weeks to review the application. Please call or email to request an application and we can send it to you.
Q. Is it safe to use my credit card online?
A. Yes. We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, you will notice an unbroken key or lock icon at the bottom of the browser window.
Shipping Options
Q. Do you offer same day delivery?
A.No. We do not hand-deliver our gifts so the earliest that your recipient could possibly receive their gift is the following business day (if you utilize the overnight air shipping option before noon EST). We are not a wire service or a franchise and will not refer you to other gift shops or cookie companies because we cannot ensure the quality of the service and products you will receive.
Q. Do you ship to Canada, Hawaii or anywhere outside the U.S.?
A.No. We only ship to the 48 contiguous states.
Q. Do you deliver to hospital patients?
A.No. We recommend that you ship the package to the patient's home or to a family member or friend that can take it to the hospital. This is for your protection. Our carriers must deliver to the hospital dock and then the internal hospital staff must get the gift to the patient. In the past, we found that nearly 50% of the time the internal hospital delivery department either lost the package or left the package sitting for extended periods of time which meant they didn't get it delivered to the patient before they checked out. Since we have no control over internal hospital delivery, our customers were often having to pay for reshipment and arguing with hospitals about lost packages.
Q. Can you deliver to a PO or APO Box?
Sorry, we cannot. We ship via FedEx and UPS, and they cannot deliver to a PO or APO Box.
Q. What are the shipping options?
A. You may choose ground shipping which takes 2 to 7 business days depending on destination and gift selection, 2 Business Day air shipping, or overnight air shipping which arrives the next business day. Note that air shipping is not available on all gifts. Shipping options for each particular gift item are shown on each page under the "Ship Costs/Times" tab, and again at checkout.
Q. What is a Business Day?
A. A business day is Monday thru Friday with the exclusion of any holidays. Saturday, Sunday and any National holidays ARE NOT business days.
Q. When does my order need to be placed to ship on the same day?
A. We guarantee that expedited (overnight and 2nd day air) orders placed by 12PM EST will ship the same business day. This gives us enough time to bake and assemble your gift selection prior to our carriers (i.e. UPS) pick-up times. Expedited orders placed after noon EST will ship the next business day. Ground shipments may take 1 to 2 business days to process and then ship. If you are in a hurry and your order must ship or arrive on a specific business day, we recommend that you select an air delivery method.
NOTE: We do not offer same day delivery (only same day shipping).
Q. Do you deliver on Saturdays?
A. We cannot delivery on Saturdays, Sundays, or national holidays.
Q. How much will shipping cost?
A. Options and shipping pricing are shown on each item page under the "Ship Costs/Times" tab, and again at checkout. Ground shipping is the most economical way to ship your gift. The shipping cost is not included in the bouquet price. Ground shipping prices are calculated PER BOUQUET/GIFT and can vary based on the size and weight of the item. Overnight air or 2nd day air via FedEx or UPS are also available on most of our gifts.
Q. Why is air shipping so expensive?
A. Shipping charges are based upon the size of the shipping box (not the weight) and the speed at which it is delivered, one or two-day air. Our cookie gift bouquets tend to be rather large which means the air shipping is much more expensive. The rates we charge are based on the actual air shipping rates that our carriers charge, which have increase dramatically because of the price of oil.
Q. If I order more than one item, is there a discount on shipping?
A. Normally, no. Our shipping charges are per gift because we normally can not fit more than one gift in a shipping box. Gifts going to separate addresses are obviously shipped in separate boxes which also means that shipping is per gift. The one exception is if you order a large quantity one of our smaller gifts (like a cookie box) and they are all going to the same address. If this is the case, send us an e-mail with the gift name, quantity you plan to order, date item is needed and the zip code of the recipient. One of our customer service representatives will provide you a custom shipping quote.
Q. When will my recipient receive their gift?
A. Delvery dates are shown on each item page under the "Ship Costs/Times" tab, and again at checkout.
Note: during our peak December holiday season, there may be up to a one week processing time on some gift items. Please order early.
Q. Can I specify a future delivery date?
A. We allow you to specify a delayed delivery date on our checkout order form so you can place orders in advance. Our carriers ONLY deliver on business days.
Q. Are the delivery dates guaranteed?
A. Ground shipment delivery dates are not guaranteed. 2nd day air shipments are guaranteed to arrive within 2 business days of the ship date. Next day air shipments are guaranteed to arrive by the next business day afternoon. If an air shipment is late, we will issue a credit for the shipping cost. Note: We cannot guarantee delivery dates for circumstances beyond our control (e.g., unsuccessful delivery attempts, carrier weather delays, incorrect addresses, etc.) NO refunds will be issued under these circumstances.
Q. What will happen if I give an incorrect shipping address for my recipient?
A. PLEASE be certain of your address before ordering! We pass along the FedEx or UPS fee of up to $25 for the correction, which will appear on your credit card statement as a separate charge. Unfortunately, the gift will probably not get to the destination in time for the important occasion if you supply an incorrect address when ordering. If you have ordered one of our fresh-baked cookie arrangements, you run the risk that the cookies will not be fresh. Make sure that you include apartment or suite numbers if applicable - the carriers will charge up to $25 address correction fee for this as well.
If a gift is returned to us because of an address problem, we will reship the gift to you or a corrected recipient address. You will be charged for the additional shipping fees. If your gift contained fresh-baked cookies, it is likely that the cookies will no longer be fresh. We can replace the cookies prior to reshipment for an additional charge.
Q. I want to use 2 Day shipping. Is there a chance it will get there in one day?
A. FedEx or UPS can, at its discretion, deliver a day early. Sometimes customers love this and sometimes they hate it. If you want it to arrive precisely on an important date, birthdays, Valentines, anniversaries, etc., then be advised that they sometimes arrive early. To be absolutely certain that it won't arrive a day early, you would need to utilize Overnight Air Shipping and put in the requested delivery date during checkout.
Q. Does Fed Ex or UPS require a signature for delivery?
A. Gifts that are sent to businesses require a signature. Gifts being shipped to residential addresses are normally delivered with no signature required. At the driver's discretion, he/she will either leave the package in a safe place at the home or leave notice of the delivery attempt with contact information if nobody is there to receive the package. We assume no responsibility for the packages that are left, although problems are almost unheard of. We may, at our option, require a signature for deliveries going to major metropolitan residential addresses or other areas where we feel it would be safer to obtain a signature to prove delivery.
PRIVACY
Q. Will you share my personal information with other companies?
Protecting your privacy is important to us. Please see our Privacy Policy for a full description of how we safeguard your information.
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