Customer Service Information
How to Order
By Internet: We've provided an easy way for you to order online anytime using our secure web site. You can explore the many categories of products that we have to offer by placing your mouse over a category found at the top of this page and clicking on a sub-category in the drop down menu that appears.
By Phone: 1-800-447-5797 or 336-294-2100 Mon-Fri 8:30 a.m. to 5 p.m.
By Mail: Use our Corporate Order Form for large orders and our Personal Order Form for small or individual orders.
By Fax: Fax your order to us at 336-294-9537. Use either the Personal Order Form or Corporate Order Form with accurate shipping addresses to fax us anytime, 24 hours a day. Please do not send a fax twice without marking the second fax - "Revised Order". Failure to mark it Revised may result in your order getting produced twice and billed twice.
Pick up Orders: For your convenience, orders may be picked up at our corporate offices in Greensboro, NC during normal business hours (8:30 a.m. - 5:00 p.m.) or at other times by appointment.
Local Delivery: Local delivery services are available for both personal and business orders. Please call for pricing.
Specifying a Flavor
Most recipients of our Carolina Cookie gifts love the variety of the cookie selections traditionally sent in our gifts, but you can also specify the cookies you send! When placing an item in your online cart, you will have the opportunity to specify either our regular assortment, our no nuts assortment or one specific flavor. During December, we do not guarantee that you will get a specific flavor assortment. However, if you specify a specific flavor for your order, we do guarantee that you will get what you requested. Click here to view our delicious selection of cookie flavors.
View our
baking chart
View our
ingredients
Specifying Multiple Ship To Addresses
We make it simple to send cookies to lots of recipients with a single order! If you are placing an order for multiple gifts and need these gifts sent to different ship to addresses, you will have the opportunity to specify the multiple addresses during the check out process. For example, if you are ordering two of the same item but would like the items shipped to different addresses, please place the item in your cart two times with unique gift messages (versus ordering a quantity of 2). Next select "Ship To Multiple Addresses" on the Order Summary. This will allow you to specify a different ship to address for each line item you have placed in your cart.
You only need to place one order, even if the order has items going to different addresses. The shipping charges will be calculated based on the value of the items going to each different address.
Specifying Gift Messages & Special Instructions
Make your gift truly special by adding your own unique gift message for each item you are ordering! As you place items in your online order cart, you will have the opportunity to add your personal message.
Your Online Address Book
We've worked hard to make your gift giving as easy as possible! One of the features of our web site we encourage you to use is our Online Address Book feature. When you order gifts, you will of course need to enter the recipient addresses. We always keep the addresses of your recipients readily available for you in your personal and secure online Address Book. That means when it's time to make them smile again with our cookie gifts, you've got all the information you need … just Sign In to your Carolina Cookie account to get access to every one of your past recipients. It’s that easy!
Don't worry if you forget your password! Just go to the Sign In section of our web site and use the "Forgot Your Password?" feature. This will email the password we have on file to your email address.
We truly value your privacy and the privacy of your recipients. That’s why your order information and Address Book information is kept fully secure using the latest encryption technology available. In addition, you have our assurance that your name and the names of your recipients will never be sold or provided to third parties. Please click here to view our complete privacy policy.
Payment Options
We accept VISA, Mastercard, American Express, and personal or business checks. Corporate billing is also available upon credit approval.
Coupons:
Prices and discounts are exclusive of sales taxes and shipping charges. Items may vary and are subject to availability, delivery rules and times. Offers are not valid on previous purchases, orders placed with our corporate gift specialty department and/or customized logo products. Offers cannot be combined with any other discounted offers and are subject to various restrictions and time periods. Prices and charges are subject to change without notice. Review offer for expiration date. Void where prohibited. © 2010 Carolina Cookie Company.
Sales Tax
Please note that a 6.75% sales tax will be added to orders shipped to North Carolina.
Substitution Policy
We reserve the right to substitute an item of equal or greater value when necessary to meet your requested ship or delivery date. When possible, we will try and notify you ahead of time. This also applies to cookie flavor requests.
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Duplicate Orders - Additions & Deletions:
Please do not send in duplicate orders. If you need to make changes in an order(s) that has already been sent in, call customer service.
Cancellations
In the event you need to cancel or return an order, please call customer service. Orders already in production may not be cancelled. This is a perishable food product that cannot be resold or returned to stock. We will not accept unauthorized returns. If you have a problem with an order, call us. We want to help you!
Corporate Gift Services
We have lots of ways to help you build your business relationships! Carolina Cookie offers a wide range of services that are specially designed to meet the needs of all of our business customers, regardless of their industry. You can view our Corporate Gift Selections or contact us directly to speak with our Corporate Gift Specialists, who are available to help you set up your Corporate Gift account.
Shipping Information
You’ll find the answers to most of your questions below. If you don’t, please contact us or give our Customer Service department a call at 1-800-447-5797.
Ship To Addresses
We've made ordering Carolina Cookie gifts online super easy! When placing your order through our web site, you will have the option to select a different ship to address for each gift. In addition, your ship to addresses will be saved with your individual Sign In account information, to make sending gifts to the same recipients even easier the next time.
Shipping to Homes and Offices
We can ship your Carolina Cookie gifts wherever you need us to! We realize that in today’s world, there are fewer and fewer people who stay at home during the day. If you are ordering Carolina Cookies for someone who works during the day, you may want to consider sending your gift to them at work, rather than to a home address. You should know that 99% of deliveries made to offices are successful on the first delivery attempt.
By providing the correct ship to addresses for your recipients, you can help us deliver the very best service possible on your order. Please be sure to give us the entire ship to address ... all of it! We need company names, apartment numbers, suite numbers, floor numbers, mail codes (in a large building) and correct zip codes.
P.O. Boxes. USPS is not a day-definate service and shipments to P.O. Boxes cannot be tracked. Delivery average for postal items is 2-5 days.
Overseas - International Shipping
Due to problems with customs and overseas shipping delays for perishable food items, we do not offer overseas or international shipments - call 1-800-447-5797 for more information.
Address Errors
We cannot be responsible for, or guarantee shipments when we are given an incorrect or incomplete address. When we are charged for address corrections by our shippers, we pass that expense to the customer. Please check the accuracy of your address list before you send it to us. UPS does not ship to post office boxes. Packages shipped via USPS cannot be destination tracked.
Delivery & Turnaround Times
We want to make your recipients happy as fast as possible! That’s why generally speaking all orders are shipped within one to two business days after receipt of the order, unless you have specified a particular ship date. By default, all orders are shipped as soon as possible unless an alternate date has been provided. When ordering, you may always request a specific ship date. We cannot guarantee that your order will be shipped on a specific date or be received on a specific date, unless you select one of the UPS Priority Services that match the delivery needs of your package. Note that we bake and ship Monday thru Friday, excluding Holidays.
Although orders are baked and shipped within one to two business days, you must add the time for delivery via UPS to estimate the date your recipient will actually receive the gift. Orders are shipped UPS Ground unless otherwise specified. Priority shipping may be selected. Please refer to the UPS shipping map.
During heavy holiday periods, we ship all packages as soon as possible, unless you indicate otherwise. We strongly suggest that you allow more time than usual for shipping during the busy holiday season, and that you place your orders well in advance of the holidays whenever possible.
Shipping Fees
You will always find our shipping fees are quite reasonable! The cost of shipping is calculated based on the price of the Carolina Cookie items going to each different ship to address. View our shipping and handling rate chart or the UPS shipping map for more information on shipping fees.
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Priority Shipping
All Carolina Cookie orders are shipped UPS ground unless priority shipping is specified at the time of order. One, two and three day Priority Service is guaranteed from the initial ship date, not from the order date. View our shipping and handling rate chart and the UPS shipping map to properly estimate your date of delivery.
Holiday Shipping Schedule
Avoid the holiday rush by placing your Carolina Cookie orders early! We'll be glad to hold your orders and ship them at a later date to ensure delivery for the Holidays. Note that delivery times provided by UPS are generally reliable; however, during peak Holiday seasons we cannot guarantee a specific time for ground delivery. You should place your holiday orders early to allow for additional delivery time that may be needed. Please note the following deadlines for placing your holiday orders. Please take a moment to view our tips for Christmas ordering.
Last Day To Order
All holiday orders must be received by Carolina Cookie Company before 10:00AM EST
on the dates listed below to be shipped for the chosen holiday. |
| Holidays for 2010 |
UPS Ground
Destinations |
3 Day Select Ground |
Next Day |
Valentine's Day (Feb 14)
Last delivery available Feb 13 |
February 4 |
February 9 |
February 11 |
| Easter (April 4) |
March 25 |
March 29 |
April 8 |
| Administrative Professionals Day (April 21) |
April 13 |
April 15 |
April 20 |
| Mother's Day (US) (May 9) |
April 30 |
May 4 |
May 6 |
| Father's Day (June 20) |
June 11 |
June 15 |
June 17 |
| National Boss Day (Oct. 16) |
October 8 |
October 12 |
October 14 |
Thanksgiving (Nov. 25)
Last delivery available Nov. 24 |
November 16 |
November 18 |
November 23 |
| Hanukkah (Dec. 1-9) |
Order as early as you can ! |
| Christmas (Dec. 25) |
Order as early as you can ! |
Please place December gift orders early - our shipping dates fill up quickly! |