Nationwide Shipping Policy

  • Customer service emails are checked MONDAY TO FRIDAY FROM 9:00 TO 17:00 only. Please email [email protected]
  • Allergen Information:

Due to the handling of peanuts and nuts in our production kitchens, traces of peanut or other nuts may be present in all of our recipes. For this reason, we would advise that Ben’s Cookies are not suitable for customers with nut allergies.

Can I make changes to my order?

Once you have checked out, we are unable to make any changes to your order or delivery date or address. Please be sure to double check all order information prior to finalizing your order.

How long does it take to deliver?

Most orders will arrive 1-3 business days from purchase.

  • Saturday delivery is not available.
  • Orders placed between Thursday and Sunday will be baked on Monday and arrive between 1-3 business days, this is to make sure you’ll enjoy the full flavour and the freshness of our cookies. 
Where do you ship?

We ship to all states in the US ( including Alaska and Hawaii)

What is the delivery time and cost?
  • Normally our delivery takes between 1-3 working days from purchase except for a few exceptions
  • Our cookies are baked all day every day, and to ensure they arrive to you fresh, we only use 2-day shipping.
  • Please arrange for your delivery ahead of time during busy periods such as Christmas, Valentines, Easter and Mother’s Day.
  • In case of delays, the quality of your cookies will not be impacted as our cookies are freshly baked on the day that they are sent to you.
  • Our Nationwide delivery service is fulfilled by FedEx and the delivery cost is a flat rate of $10.
Why can’t I order on certain dates?

Our delivery is closed on Christmas, Easter, July 4th, Labor Day, New Years Day and Memorial Day.

What do I do if I have an issue with my delivered parcel?

To enjoy the full flavour and freshness of our cookies, we suggest you make the necessary arrangements to receive your delivery beforehand.
It is customer’s responsibility to reach out to us within 4 days upon receiving the parcel to report any issues, Ben’s Cookies cannot be held responsible for issues reported beyond that period.

What do I do if I put the wrong delivery address?

It is the customer’s responsibility to enter all the necessary details correctly (name, phone number, email address, and home address and specify safe place if required) to ensure your parcel gets delivered to the correct address.
All our cookies are baked daily, and Ben’s Cookies cannot be held responsible for parcels not reaching the correct destination due to incorrect delivery information being entered at checkout.
Ben’s Cookies will not refund order, shipping costs or resend the order for failed shipments due to an error in the address provided or due to customers not being available to receive the order.

What is the missing items in orders policy?

Our nationwide orders are double checked and tracked via our shipping portals, therefore if you believe something has gone wrong with your order, please allow us the time needed to investigate and resolve the issue.

No Delivery on Public holidays.

Our delivery is closed on Christmas, Easter, July 4th, Labor Day, New Years Day and Memorial Day.

How do I check my delivery status?

Please use FedEx website to track your delivery. You will receive emails to update you on the status of your order. Please track your parcel by following the links in your shipment email. Once you enter tracking number you can add special instructions as to where to leave the package.

What do I do if I haven’t received my delivery?

If you have not received your delivery by the scheduled time, please reach out to [email protected] directly.
Deliveries can take 1-3 days so please check your tracking details first. 

What do I do if I missed the delivery of my parcel?

If you know you won’t be available at the delivery address, you can leave “safe place “ instructions with FedEx.

We encourage our customers to ensure cookies are brought inside as soon as possible. (Note: There is an option when ordering to have someone sign upon delivery, but it isn’t required.)

Customers will receive a tracking number, which will be emailed separately. Tracking information is not part of the initial order confirmation.

FedEx will send an email confirming delivery has arrived

What do I do If an accidental or duplicate order was placed?

You must notify us immediately to cancel the order.

What is the returns & refunds policy?

As our cookies are perishable, all food sales are final. Please see below our returns policy:
Orders cannot be canceled once it has already been packed and collected by our courier partner – FedEx
Please inspect the contents as soon as your order arrives, we will need you to provide us with photographic evidence to begin the enquiry process.
If photographic evidence is not provided by customer, Ben’s Cookies will not take any further action.
In the unlikely event that your cookies might be damaged or spoiled during transit, Ben’s Cookies will replace the cookie(s).
In the unlikely event that you received the wrong cookie(s), Ben’s Cookies will resend the right cookie(s) again.
In the unlikely event that your order is lost in transit, Ben’s Cookies will resend your order(s).
We’ll refund your order and shipping costs, except in the following cases:

  • Failed delivery due to an error in the address provided.
  • Failed delivery due to customer not being available to receive their parcel or leave safe place instructions.
  • Photographic evidence is not provided by customer while reporting issues with the order.
Substitutions:

On rare occasions if we cannot supply you with the exact flavours selected on your order due to stock issues, you will be given a substitution flavour from your current selection.

Cookie Quality:

Our cookies are freshly baked all day every day. For nationwide orders our cookies are carefully packaged into individually sealed bags for absolute freshness, before being placed in our boxes and tins. These are then packaged into one of our delivery boxes, security sealed and sent on a “fragile” service.

There may be slight variations in appearance from images shown on our website and/or social media platforms. If you are ordering a batch of cookies there will always be a variation in appearance of each cookie as each one is hand made.