Shipping Information and Refund Policy

Shipping Information 

Here are some tips to have your cookies delivered successfully:

• Double-check the accuracy of your delivery information;
• Remember that we deliver only on weekdays (and not on holidays) between 9am to 5pm;
• Make sure that someone will be there to accept the delivery or provide alternate instructions (i.e. leave at back door);
• If you can give us extra time to accomplish your delivery, you can minimize disappointment by unforeseen delays;
• Be sure that we have a way to reach you (correct e-mail and/or phone no.) if we have to contact you about your order

“Local Delivery” means delivery in cities where there is a Cookies By George store, which includes Vancouver, Calgary, Edmonton, Regina, and Winnipeg (suburbs of these cities may or may not be considered Local Delivery). 

All non-local Canadian delivery addresses are shipped overnight or via the fastest service level available - often by air.  We do not offer a slower, less costly delivery service as our products do not contain preservatives.

All USA delivery addresses are shipped overnight.  Due to unforseen delays at the border, we may send your gift out one day earlier to avoid any delay.  Please contact us if you have any questions or concerns regarding USA deliveries.

"YOUR GIFT WILL BE DELIVERED WITHIN 1 DAY OF..."  (what does this mean?)

Delivery of your gift will be scheduled for the date you select.  However, delivery times and delivery dates cannot be guaranteed due to factors beyond our control. These factors may include, but are not limited to: weather delays, couriers getting stuck in traffic, the courier eating your cookies (this only happened once in 25 years!), etc. We are committed to doing everything reasonable to get your cookies delivered on the date you selected and to the address supplied.

Local Delivery arranged at cookiesbygeorge.com will be done “sometime” during the work day. Should you require your delivery to be made at a specific time during the day, it will be necessary to call us to confirm that we can meet your timeline (prior to placing your order).  Call us toll free @ 1-866-743-6743 9am-4pm MST Monday-Friday.

Delivery may be delayed if no one is present to accept the delivery (residential or business), or if security provisions in buildings (residential or business) inhibit timely entry. Please consider these factors when placing your order and provide any special instructions. Special handling of a delivery may necessitate additional fees being charged.

If you have scheduled an out-of-town delivery for a Friday, we may contact you to see if you would be willing to have us send the cookies out one day earlier.  This is because, in the unlikely event of a delay in delivery, we would prefer for your gift to be delivered one day late on the Friday instead of the following Monday; in most cities, our couriers will not deliver on the weekend.

Residential Addresses - All recipients at residential addresses will be contacted prior to the delivery being made, unless specified otherwise.  Should no one be home and additional delivery attempts be necessary, additional delivery charges may apply.  All deliveries to apartments or condos will be contacted prior to delivery.

Please note that for out of town deliveries, our courier will not phone the recipient prior to delivery.  If you are uncertain whether or not the recipient will be home during business hours, it is recommended that we have permission to phone them a day or two beforehand to arrange a time for delivery.  If there is no answer at the time of delivery, the gift will be taken to a Purolator depot and the recipient will be contacted to pick the gift up themselves.  

Left at Door - Should you request to have your gift left at the door, you accept all liability and risk for your order.  These risks may include (but is not limited to) poor weather or theft.  No refund or credit is available for orders left at the door.

Left with Neighbour - Should you request that your gift be left with a neighbour, you accept all risks and liabilities for your order.  No refund or credit is available for orders left with a neighbour.  While it is rare, neighbours have been known to eat our cookies!

Order Cancellations/Changes

All order changes must be made prior to your gift being sent with our courier.  Please call 1-866-7GEORGE (743-6743) between 9am-4pm MST for all order changes.  If your order has already being picked up by our courier, no refunds or credits are available.

Early Delivery - Should your order arrive one day early from the date you requested, no refund or credit will be available.

Weather Delays - No refund or credit will be available on late deliveries due to severe weather, or transportation issues such as flight delays.

Wrong Address - No refund or credit is available due to wrong addresses submitted to us which resulted in someone else receiving your gift.  Additional product and delivery charges will apply for resending for order.  Should additional delivery charges be necessary for additional delivery attempts, it will be necessary to charge you for these fees.

Hotel/Motel Addresses - No Refund or credit available if the receipient has checked out or not available.  We strongly recommend not to send a delivery to a guest at this type of address.

P.O. Box - Deliveries to P.O. Boxes is not available.

Range or Rural Roads/Routes - Often rural routes requires additional delivery charges and we will inform you prior to the delivery of these additional changes.

Cookies Consumed - For a credit or refund on our cookies/products, they must be returned to us.  No refund or credit is available should the cookies be consumed.