Frequently Asked (cookie) Questions
Questions about placing an online order? Click here!
Questions about placing a large order? Click here!
Questions about placing a Christmas order? Click here!
Questions about creating a corporate account? Click here!
Shipping questions? Click here!
General questions? Click here!
Placing an online order - FAQ’s
· Where does Cookies By George deliver?
· How far in advance do I have to place an order?
· Can I use your website to place multiple orders?
· Can I order cookies in take-out boxes instead of gift packaging?
· Can I order your other baked goods online?
· Can I order gifts for pickup from one of your locations?
· What payment methods does your website offer?
· What are "Frequent Chewer Points"? How do they work and how do I earn them?
· Couldn’t I just phone or visit a store?
· I seem to have more items in my cart than I’d like to purchase. How do I get rid of them?
· I completed my order and accidentally gave the wrong information or made a typo!! Can I fix it?
· Something went wrong with my order. Do I get a refund?
· For shipping FAQ’s, click here!
· None of these really answer my question... What now?
Can I trust Cookies By George with my credit card and personal information? Will I get spam e-mails if I create an account?
Rest assured, your personal and payment information is safe on our website. We do not sell our customer information nor do we use it for unsolicited advertising and/or marketing. Read more about our security and privacy policies.
If you’d like to receive monthly newsletters from us (which include an online Promo Code that allows you to earn more Frequent Chewer Points), click here and sign up!
Where does Cookies By George deliver?
Cookies By George can deliver your gift to any location in Canada or the USA. For local addresses (Vancouver, Calgary, Edmonton, Regina, and Winnipeg) the cost of delivery is $13 and we can deliver the next day. For all out-of-town addresses, the cost of the delivery charge is determined by postal code and will show up on your order once you have completed entering the delivery information. Shipping is overnight for some out-of-town locations and 2 or 3 days for some locations. We do not deliver to out-of-town addresses on Mondays and we recommend that you do not schedule Friday as a delivery date. This is because if there happens to be a delay, your gift will not arrive until the following Monday whereas if the delay occurs on a Thursday, your gift will only be one day late.
How far in advance do I have to place an order?
If your gift is being delivered to Vancouver, Calgary, Edmonton, Regina, or Winnipeg, you can place the order to be delivered as early as the next day. If your gift is being delivered outside of these cities, you will have to place the order one or two days prior to your desired delivery date. Since on the rare occasion we experience a delivery delay (ex. bad weather), consider sending your gift with the intention of having it delivered a day early so that if there does happen to be a delay, your gift will not arrive later than the event.
Can I use your website to place multiple orders?
Absolutely! You can order multiple gifts to several addresses or several gifts to one address. You should note, however, that depending on the size of your online order, we may need more time to process your order. Try placing your order at least a week or two prior to your desired delivery date. We will contact you if we cannot accommodate your desired delivery date.
Can I order cookies in take-out boxes instead of gift packaging?
At the moment, our website only allows you to order gift boxes and tins. If you’d like to have cookies in our take-out boxes delivered to you, you can phone or e-mail our head office or phone one of our stores and we’d be happy to help you!
Can I order your other baked goods online?
Unfortunately you can only purchase our baked goods directly from one of our participating stores. If you’re looking for a large number of baked goods you can phone or e-mail our head office or phone one of our stores and we’d be happy to help you!
Can I order gifts for pickup from one of your locations?
At the moment, our website only allows orders for delivery. If you’d like to arrange an order for pickup, you can phone or e-mail our head office or phone one of our stores and we’d be happy to help you!
What payment methods does your website offer?
When you place an order online, you can pay by Visa, MasterCard, American Express, or a Cookies By George gift card. If you wish to pay by debit or cash, you’ll have to visit one of our locations.
What are "Frequent Chewer Points"? How do they work and how do I earn them?
Every time you order a gift through our website, you will earn Frequent Chewer Points. You can redeem these points for money off your next order (100 points = $1).
You can earn bonus Frequent Chewer Points by using a promo code which shows up in our monthly e-newsletter, "The Cookie Sheet". Each promo code can only be used once so if you have a lot of gifts to order, you should order them all at once.
You can redeem your Frequent Chewer Points and enter a promo code at the checkout page once you've entered all the order information.
You can view your Frequent Chewer Points balance by logging in and clicking on "My Account" at the top of the page.
Couldn’t I just phone or visit a store?
Absolutely! We encourage you to visit one of our locations as often as you can for cookies, pastries, coffee or to chat up our wonderful staff! You can also phone or visit the stores to place an order for delivery. The benefits of placing your order online is that you will instantly be e-mailed a receipt once the order has been placed which will also allow you to review all your information. Once you create an account online, your information will be saved so it will be easier to place orders in the future. Also, for each order you place, you earn Frequent Chewer Points which can be redeemed on your next order or saved up (100 points = $1). Our website is secure and we do not sell any of your information or use it for anything other than the order(s) you place.
I’ve started to place my order: the calendar says “Your gift is scheduled for delivery on...” What does that mean? Can my delivery date be guaranteed?
We will do our best to make sure that your gift is delivered on the date you select but we cannot guarantee an exact delivery date. We understand that for certain occasions, such as birthdays and anniversaries, the delivery date is very important. However, there are occasionally conditions beyond our control that may delay your delivery - for example bad weather or insufficient delivery information. Delays are rare, but can occur. A good way to ensure that your gift does not arrive late is to send it out a day earlier so that the recipient will get an early birthday present rather than risking a late present. We especially recommend this for Friday deliveries because our courier may not deliver on weekends which means that a delay would push delivery of your gift to the following Monday.
The best way to reduce the risk of delay is to make sure that all your information is accurate and that you’ve provided any additional information for our couriers. Please make sure that you include (when applicable) buzzer number, security restrictions, business hours, or any other information that you feel may be necessary for our courier. You will be responsible for extra delivery charges due to additional delivery attempts.
Please make sure that we have your daytime contact information should we need to contact you.
I seem to have more items in my cart than I'd like to purchase. How do I get rid of them?
Below each item is a quantity box. If you type in the number 0 and click on "Update" your item will be removed.
I completed my order and accidentally gave the wrong information or made a typo!! Can I fix it?
Tyoes hapepn!1 If you need to make a change to your order, we may be able to fix it depending on if you let us know in time. If your gift has already been picked up by the courier, we cannot make any changes to your order. If you want to make an address change, we may try and contact the courier to stop delivery but we cannot guarantee that we can fix it in time. If this is the case, you will be responsible for any extra delivery charges for additional delivery attempts. If the gift is still at our store or if it hasn’t yet been put together, we can make your change given that there is enough time. To make a change to your order, please phone 1-866-743-6743 or e-mail info@cookiesbygeorge.com. If possible, cite your order number so that it can be easily located.
As long as your gift has not yet been picked up by the courier, you can cancel your gift for a full refund. To cancel your order, please phone 1-866-743-6743 or e-mail info@cookiesbygeorge.com.
Something went wrong with my order. Do I get a refund?
We will always do our very best to make sure that your gift is delivered on time as you requested. There are rare occasions where something out of our control delays the delivery of your gift. We will always try our best to make things right with you and we will work with you to make sure that you walk away happy. This may be a credit to your account (for future orders), resending your gift, or a partial or full refund to your credit card. Each concern is dealt with on a case-by-case basis. Since we do not guarantee the delivery date, we cannot guarantee a credit if anything goes wrong. You can let us know of your concern by phoning 1-866-743-6743 or e-mailing info@cookiesbygeorge.com.
Placing a large order - FAQ’s
· What is considered a “large order”?
· Is there a discount for large orders?
· What other information do you need?
· Can I get a quote before you go ahead and finalize the order?
· For shipping FAQ’s, click here!
· None of these really answer my question... What now?
What is considered a large order?
A “large order” is one that is dealt with from our head office. If you are sending to less than 10 addresses, we recommend that you place your order online by clicking on shop online at the top of the page. Placing your order online allows you to review all your information and instantly receive the total amount and a receipt once your order has been completed. You can place an order of 10 or more online as well, but if you prefer, you can e-mail us the delivery information for us to sort for you.
Is there a benefit to placing an order using your website versus placing a “large order” through head office?
The benefits of placing an order online are:
- You can view your order total as you go along.
- You instantly get a receipt e-mailed to you when you’re finished which allows you to view your order information.
- There is no back-and-forth with head office. You can place your order and be done with it (unless we have any questions regarding your order)
- You earn Frequent Chewer Points on every order that you can redeem on your next order or save up (100 points = $1).
The benefits of sending us your large order are:
- We will sort through your address list so that you don’t have to.
- It is quicker to send us a big address list all at once than it is to input multiple addresses one at a time.
Is there a discount for large orders?
Unfortunately, we cannot offer any discount for large orders.
I saw that there was a spreadsheet template on the “Corporate Gifting” page for me to fill out and e-mail to you. What if I have my own spreadsheet/word document/pdf file? Can I e-mail that to you?
As long as you make sure that your spreadsheet or word document has all the necessary information for each address (name, business name [if applicable], address, city, province, postal code, phone number, and gift type) then we will accept it. If you only have a pdf, we can accept it but prefer to have your list in a document that we can make edits to.
What other information do you need?
Along with your address list, we will need to know the following:
- Would you like an assortment of cookies or would you prefer to specify certain flavours to include or exclude (example: no peanut butter)?
- Which of our gift tags would you like to use? Some suggestions are: “Because You Can’t Eat Flowers”, “Because You Deserve The Best”, “Thank You”, “Thank You Very Munch”, “Congratulations”, and “Cookies by George”. If this isn’t what you’re looking for, you can ask us what else we have available. The gift tags do not cost extra but if you wish to use your own gift cards, we may be able to accommodate that.
- What message would you like to have us write inside each of the gift cards? Please make it a reasonable length! Something along the lines of: “Wishing you the best! Thanks for all your help. From the team at Company Name.” We can also leave the gift tags blank if you wish to write your own message.
- When are you looking to have your gifts delivered? Is there a particular time of day?
- Are there any deliveries to residential addresses? If so, would you prefer that we phone them in advance to arrange a delivery time or can we leave the gift at the door?
- Are there any other delivery instructions that we need to know?
Once we have all the above information we will send you an invoice and you can pay by credit card either by phoning or e-mailing us the information. We do accept cheque if it can be received prior to sending out your gifts.
Can I get a quote before you go ahead and finalize the order?
Absolutely! Since there may be additional delivery charges for rush, oversize, or out-of-town deliveries, we can send you a quote prior to taking your payment information. Then you can make any changes to your order that you wish. You can request a quote by filling in our Corporate Order Submission form
Placing an order for Christmas
With the weather getting a bit nippy, many of our customers are getting into Christmas-mode. Cookies By George's gift boxes or tins make a great Holiday gift to give to family, friends, co-workers, clients, or anyone else that you can think of.
There are two ways to place your order:
1) You can place your order online through our website. Simply click on Shop Online, choose your gift(s) and fill in the shipping information. You will see your order total as you go and you can place an order for as many gifts as you'd like before you'll be asked to enter your payment information. You can make your payment by Visa, Mastercard, American Express or a Cookies By George gift card. Once your order is submitted, you'll immediately be e-mailed a receipt which also includes all the details of your order. You'll also earn Frequent Chewer Points for each gift purchased which are redeemable on your next order (100 Points = $1).
2) If you are ordering 10 or more gifts, you can use our Corporate Gifting page. Here you can fill in our Corporate Gifting form to obtain a quote. The more information you include in this form, the more accurate a quote we can provide for you. If you have a list of addresses where you'd like to ship your gifts, please note that we prefer that you send us your list as a spreadsheet attachment. If you send us a text document or PDF, there may be additional administrative fees. Once we've received your order, we will send you a quote. You can pay by cheque or credit card. If you pay by cheque, terms are 15 days from the invoice date.
For large orders, you should give us at least two weeks' notice during the Christmas season. The more notice we have, the better we can accommodate you in terms of when you'd like to have your gifts delivered. Some of our delivery dates are filled up by late November.
Please make sure that the delivery information you give us is accurate. We can't be held responsible for gifts not delivered due to wrong addresses. Double check that your recipients aren't away on holidays or that businesses aren't closing early on your requested delivery date.
If you have any further questions about placing a Christmas order, please contact head office at 780-477-6853 or toll-free at 1-866-743-6743. Or you can e-mail us at info@cookiesbygeorge.com.
Creating an account - FAQ’s
· How does billing work? Do I get an invoice whenever I place an order?
· Is there a benefit to placing an order using your website versus creating an account?
· Is there a discount for customers with an account?
· None of these really answer my question... What now?
To create an account, e-mail us at info@cookiesbygeorge.com and let us know what kind of account you're looking to create:
- Will this be for regular deliveries (ie. once every two weeks) or would it be for occasional use?
- Would you want us to use custom gift tags, labels, or business cards with your deliveries?
- How many gifts are you looking to send per month? Per year?
We will send you any further information that you request as well as a credit application form. Once we’ve received all your credit card information, we will create a custom order form for you which you can fax or e-mail once you begin placing your orders.
How does billing work? Do I get an invoice whenever I place an order?
You will only receive monthly invoices/statements if your monthly total is over $100. Additionally, we will not accept payment by cheque if your monthly total is under $100. If your order is under $100, we will keep your credit card information on file and charge once the order has been completed.
Is there a benefit to placing an order using your website versus creating an account?
The benefits of placing an order online are:
- You can view your order total as you go along.
- You instantly get a receipt e-mailed to you when you’re finished which allows you to view your order information.
- By creating an online account, each delivery address is saved so that you can easily click on a previously-used address when you place a new order.
- You earn Frequent Chewer Points on every order that you can either redeem on your next order or save up (100 points = $1).
The benefits of creating an account are:
- If your monthly total is a minimum of $100, we can send you monthly statement and you can pay once a month instead of each time you place an order.
- If your monthly total is a minimum of $100, we can accept payment by cheques.
- We will keep your payment information on file so you don’t have to give us your credit card number each time you place an order.
Is there a discount for customers with an account?
Unfortunately, we cannot offer any discount for orders placed with a corporate account.
Shipping FAQ’s
· What does "Local Delivery" mean?
· How do you determine the delivery cost?
· How long does it take for the cookies to be delivered? Can I place an order for delivery today?
· When do you deliver the cookies?
· Can you deliver at a specific time?
· What if the recipient won’t be home during delivery hours?
· Can you deliver to PO Boxes, hotels, or hospitals?
· Can you deliver on weekends or holidays?
· I completed my order and accidentally gave the wrong information or made a typo!! Can I fix it?
· Something went wrong with my order. Do I get a refund?
· None of these really answer my question... What now?
What does "Local Delivery" mean?
"Local Delivery" means delivery in cities where there is a Cookies By George store. This includes Vancouver, Calgary, Edmonton, Regina, and Winnipeg. Suburbs of these cities may or may not be considered Local Delivery.
If your gift is being delivered to Vancouver, Calgary, Edmonton, Regina, or Winnipeg, the cost of delivery is $13. If your gift is outside of these cities (even some suburbs), there will be an additional delivery cost that will be calculated when you input the address. The delivery cost is determined by postal code so please make sure that you put in the correct postal code. If you make an error, we will adjust the delivery cost according to what the correct charge should have been.
Please note that we may not have all postal codes entered into our system. If the postal code you entered is not in our system, the default shipping cost is an additional $60. If you are seeing this charge, please contact us at head office so that we may correct this and charge you the appropriate amount for shipping.
How do you determine the delivery cost?
The delivery cost, determined by postal code, is based on what our courier charges us. Because our cookies are baked fresh and do not contain preservatives, we use the quickest shipping method available. We do not use a slower, less costly service as we want your cookies to arrive as fresh as possible.
How long does it take for the cookies to be delivered? Can I place an order for delivery today?
For local shipping, the cookies are shipped out and delivered on the same day.
For most out-of-town shipping, the cookies will be delivered next-day but there are some exceptions for certain locations.
All mainland USA deliveries are scheduled for overnight shipment but keep in mind that border delays may occur. We encourage you to send all USA shipments early to avoid the upset of a gift arriving late.
Once you've input your shipping information, you will see a calendar where you can select which day you'd like to have your gift delivered. If there is an X over the day you'd like, it may mean that we cannot deliver to that location on that day. If your desired delivery date is not available on our online calendar, please call one of our stores for local delivery or head office for an out-of-town delivery.
Please note that we cannot guarantee a delivery date due to factors beyond our control.
When do you deliver the cookies?
Our typical delivery window is 9-5 on weekdays. You may request a more specific time frame (example - before noon) and we will do our best to accommodate your request. If you want to request a specific time-frame for delivery, you can write your request in “Special Instructions”. If we cannot accommodate your request or if there would be additional charges for your request, we will contact you to let you know.
Can you deliver at a specific time?
This depends on where you are sending your gift and what your time-frame is. Some time frames are available at an additional cost. If this is the case, we will contact you prior to charging your credit card. If you want to request a specific time-frame for delivery, you can write your request in “Special Instructions”. If we cannot accommodate your request or if there would be additional charges for your request, we will contact you to let you know.
What if the recipient won’t be home during delivery hours?
We recommend that you ship your gift to a business address as there is usually someone there who can receive the gift - even if the recipient has stepped out. If you would like to send your gift to a residential address, we will require specific delivery instructions or we will need to phone the recipient beforehand. The gift can be left at the door if you are delivering to a house. The couriers will not leave a gift at an apartment or condominium and they may occasionally decide that it is not secure to leave it at the door. If the courier cannot leave the gift at the door or they attempt to deliver during a time when the recipient is not home, the package will be taken to the nearest depot and the recipient will be phoned to arrange pickup from the courier or re-delivery. If we do not have sufficient delivery instructions or if the recipient is not available to receive the gift, you will be responsible for any additional charges due to multiple delivery attempts.
Can you deliver to PO Boxes, hotels or hospitals?
We cannot deliver to PO Boxes. Please find a physical address as well as any necessary delivery instructions for delivery.
We can deliver to hotel visitors and hospital patients but you must make sure that they will be there on the delivery date. If the recipient has checked out when your gift is delivered, we cannot be held responsible.
For deliveries to hospitals, please note whether the delivery is going to a patient or staff and include as much information as you can (building name, ward, room number, department, etc...).
For deliveries to hotels, please note whether the delivery is going to a guest or staff and include as much information as you can (check-in and check-out dates, room number, if they are with a group or under a company name, etc...)
Can you deliver on weekends or holidays?
Some of our locations will deliver on Saturdays but you should call or e-mail our head office in advance to make sure. Certain locations will deliver on Mother’s Day and Father’s Day (Sundays) but again, please call or e-mail us ahead of time to make those arrangements.
Our office is closed during Canadian Statutory holidays and we do not offer delivery on those dates. Please note that since our out-of-town deliveries are overnight, we are not able to offer out-of-town delivery on the day following a statutory holiday.
If you want to have delivery on a date that is not available on our calendar, you may write your request in “Special Instructions”. If we cannot accommodate your request or if there would be additional charges for your request, we will contact you to let you know.
I’ve started to place my order: after I input the address, it asked me for “Additional shipping information.” What should I write here?
If you know of any information that may be important to us or our couriers, please write that here. This may include (but is not limited to): apartment/condo buzzer number, building entrance instructions, business hours of operation, desired time of day to deliver (we may or may not be able to accommodate), etc. This step is very important and we cannot be held responsible for delivery delays that occur as a result of missing information.
I’ve started to place my order: the calendar says “Your gift is scheduled for delivery on...” What does that mean? Can my delivery date be guaranteed?
We are committed to doing everything reasonable to get your cookies delivered on the date you selected and to the address supplied but we cannot guarantee an exact delivery date. We understand that for certain occasions, such as birthdays and anniversaries, the delivery date is very important. However, there are occasionally conditions beyond our control that may delay your delivery - for example bad weather or insufficient delivery information. Delays are rare, but can occur.
To reduce the risk of delay, make sure that all your information is accurate and that you’ve provided any additional information for our couriers. Please make sure that you include (when applicable) buzzer number, security restrictions, business hours, or any other information that you feel may be necessary for our courier. You will be responsible for extra delivery charges due to additional delivery attempts resulting from insufficient delivery information.
For special occasions such as birthdays or anniversaries, it may be better to have the gift delivered a day early rather than risk it be delivered late. We especially recommend this for Friday deliveries because most of our couriers don't deliver on weekends and your gift wouldn't be delivered until Monday.
Please make sure that we have your daytime contact information should we need to contact you.
I completed my order and accidentally gave the wrong information or made a typo!! Can I fix it?
Tyoes hapepn!1 If you need to make a change to your order, we may be able to fix it depending on if you let us know in time. If your gift has already been picked up by the courier, we cannot make any changes to the gift. If you want to make an address change, we may try and contact the courier to stop delivery but we cannot guarantee that we can fix it in time. If this is the case, you will be responsible for any extra delivery charges for additional delivery attempts. If the gift is still at our store or if it hasn’t yet been put together, we can make your change given that there is enough time. To make a change to your order, please phone 1-866-743-6743 or e-mail info@cookiesbygeorge.com. If possible, cite your order number so that it can be easily located.
As long as your gift has not yet been picked up by the courier, you can cancel your gift for a full refund. To cancel your order, please phone 1-866-743-6743 or e-mail info@cookiesbygeorge.com.
Something went wrong with my order. Do I get a refund?
We will always do our very best to make sure that your gift is delivered on time as you requested. There are rare occasions where something out of our control delays the delivery of your gift. We will always try our best to make things right with you and we will work with you to make sure that you walk away happy. This may be a credit to your account (for future orders), resending your gift, or a partial or full refund to your credit card. Each concern is dealt with on a case-by-case basis. Since we do not guarantee the delivery date, we cannot guarantee a credit if anything goes wrong. You can let us know of your concern by phoning 1-866-743-6743 or e-mailing info@cookiesbygeorge.com.
General FAQ’s
· Are your cookies baked at the stores?
· How long do your cookies keep fresh?
· I have a food restriction/allergy. Can I eat your cookies?
· None of these really answer my question... What now?
Are your cookies baked at the stores?
Each of our locations are equipped with ovens so that the cookies are baked fresh daily!
How long do your cookies keep fresh?
Since our cookies do not contain any preservatives, you won’t want to have them out in the open for too long. Wrapped or sealed tightly, the cookies will stay fresh for four to seven days... but we suggest eating them sooner. You can also put them in an airtight container and freeze them but do not refrigerate the cookies.
I have a food restriction/allergy. Can I eat your cookies?
We do not currently have any egg-free, gluten-free, sugar-free, dairy-free, or peanut-safe cookies.
Back to Top or General FAQ's
If you’d like to apply for a position in one of our stores, you should contact the store directly. If you are interested in owning a Cookies By George store of your very own, please click on our Franchise Information.
None of these really answer my question... What now?
Well, you can either check out our other Frequently Asked Questions to see if your question is answered elsewhere. Or you can contact us at head office at 1-866-743-6743 or e-mail info@cookiesbygeorge.com. PLEASE NOTE that it may take some time to reply to you if our office is busy during certain holidays (Christmas, Valentine’s Day, Mother’s Day, Father’s Day). We will do our best to help you out!