OUR COOKIE GIFTS
Q.
Your cookie arrangements look beautiful, but do they really taste good?
A. We specialize in baking homemade, high quality 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 cookies for our gift arrangements. For more information
about our cookies,
visit the "Cookies" link.
Q.
Are your cookies kosher?
A. Our cookies have yet to be Kosher approved. Other than our milk products (from cows NOT treated with the rBST hormone), we use no animal products in our bakery.
Q.
Do your cookies contain peanut products?
A. If your recipient has a peanut allergy
peanut
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.
Q.
How long are your cookies fresh?
A. Our cookies are baked fresh daily and should be eaten within 2-3 days. If
you want to preserve them longer than that, they freeze beautifully. If you
wrap them tightly in plastic, they will keep in your freezer for up to six weeks.
When defrosting them, allow them to come to room temperature.
Q.
Will the cookies break during shipping
shipping?
A. We guarantee crumble-free delivery (pardon the pun). They will not crumble or break under
normal circumstances. Our cookies are wrapped by the dozen 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 cookies are approximately 3½ to four inches in diameter (Easily covers the
palm of your hand)..
Q.
Do you offer custom baskets?
A. We offer customization services on orders where 10 or more of the same gift
items, or with cookie orders of 20 dozen or more. 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, and
the theme you want to follow, 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. We will soon have photos on-line that will show accurate depictions of what
your gift will look like when your recipient opens his/her package. Most of
our gifts are wrapped in a cellophane bag or shrink wrap and finished with a
large bow. We have gift cards available at a minimal cost that can be included
with your message. The gift will arrive in a large shipping box packed with
bubble-wrap and/or packing peanuts. 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.
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.
If your order arrives damaged, we will send a replacement or issue a refund
for the gift cost (excluding shipping charges). If your guaranteed air shipment
arrives late due to a delay with our shipping carrier (UPS, Fed EX, or Airborne
Express), your originally charged credit card will be credited for 100% of the shipping charges. Crumbles Cookies can not guarantee orders sent to a wrong or incomplete addresses.
Baskets containing food items, perishables, personalized gift items and fresh-baked
cookie arrangements cannot be returned.
ORDERING
Q.
Can I place an order online?
A. Yes, orders can only be placed
on-line,
as well as by telephone and by fax. After you have reviewed our gift options
and have made a choice, then
call
us to place your order, or place it on-line to be shipped to your recipient.
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 request that these orders be called, or faxed in. You may also place an
order
on-line to ship the gifts to your recipients. Remember, in this case,
each gift sent to a recipient should be a separate shipping order. Is you decide
to call in your order, have your credit card information and verify the order
once it is received.
Q.
What happens if I realize I gave you the wrong address?
A. We recommend that you review your order and if you notice an error (such
as a transposed address, misspelling, etc.) please call us ASAP with the correction.
We will be happy to change any information as long as your order has not been
boxed and shipped. Crumbles Cookies is not responsible for wrong (or incomplete) shipping addresses provided by the customer.
Q.
How do I find out the status of my order?
A. You can call us to obtain your tracking number
and link to the carriers 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 packaged or shipped, it can be canceled.
To do so, please
contact
our customer representative immediately. If your order has already been shipped out for delivery, we will be unable to cancel it, or provide a refund. Note: For orders that qualify for cancelation, there is a 20% service charge, which includes the cost of gift wrapping materials and handling.
Q.
Why isn´t your site working with my browser?
A. For best results, we recommend using Microsoft
Internet Explorer 3.02 or later.
PAYMENT
Q.
What methods of payment are accepted?
A. If your making a purchase at our store, cash is always best. We also accept
personal checks with a valid Drivers License ID. We accept Mastercard, Visa,
Discover & American Express. Your credit card must be issued by a US institution
in order for us to process and accept your order. We also can take your purchase
on-line with the above payment credit card types.
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 is there a credit card processing error when I try to use my credit card?
A. Our credit card processor requires us to 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 , 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 this problem.
Q.
Do you offer corporate discounts?
A. We offer discounts only to early birds, this is when we offer day-old cookies
at half price. Come in early and get them before they're snatched up. For
Company Functions needing 10 or more dozen, we recommend that you
call in (see phone # at top) your order 24 hours in advance.
Q.
Can you invoice me?
A. We require individuals to use a credit card to make a purchase over the telephone.
If you are ordering on behalf of a company, we can set up a corporate account
once you have filled out the corporate account application (subject to approval).
It usually takes about a week to review and approve the application.
Call
in your order: (951) 270-2627 
