Orders


Acceptance of Terms

All purchases and orders, whether made on our website or in-store, are subject to our Privacy Policy and our Terms of Use. Cookies By George reserves the right to amend the Terms of Use at any time without notice.


Delivery
We offer 3 different delivery options during checkout: Business - Regular Delivery, Home - Arrange Delivery, and Home - Leave at Door. When selecting your delivery type, you agree to the following terms:

  • Business - Regular Delivery: 
    Your recipient's delivery address is a business, company, or organization. Delivery is expected during regular business hours, 9AM to 5PM, and a co-worker or staff member (including those at mailrooms, shipping/receiving departments, reception or concierge, etc.) at the delivery address may receive your order on your recipient's behalf.

  • All catering orders are treated as business deliveries. Catering orders are to be delivered by the time selected by the customer during checkout.
 
  • Home - Arrange Delivery: 
    We will call your recipient to arrange a delivery date and time. The call will be made before sending out your order with a courier. If we are unable to reach your recipient and arrange delivery in time for your requested delivery date, fulfillment of your order will be delayed until we hear from your recipient.

  • If we have not been able to connect with your recipient within three days, we will either call or email you to ask how you would like to proceed. (If your order mentions that the gift is for a special occasion such as an anniversary or a birthday, we will attempt to call you the day of your preferred delivery date.)

    If we are still unable to reach your recipient within a month after your requested delivery date, we will cancel your order and issue you a refund for the unfulfilled order.
      
  • Home - Leave at Door: 
    Your order will be left at the door of your recipient's provided residential address if no one is available to answer the door at the time of delivery. You accept that there is a risk of theft if your order is left unattended at the door of your recipient's address and that we are not responsible for orders that are stolen after delivery.

  • Please note that you will be responsible for any additional courier charges incurred if an incorrect address is provided to us. (For example, if the order says, "Street" and it should have said "Avenue"; or if a house number is incorrect.)
     
    This option is not recommended for apartments, condominiums, dormitories, or other shared residence buildings without a concierge due to a high risk of theft. If this option is selected for a shared residence building, we may call the recipient to arrange delivery, allow the courier to leave the order with a central desk/concierge, or allow the courier to withhold delivery for a future date instead.

We will do our best to ensure each gift is delivered on the date requested by the customer during checkout. However, delivery dates are not guaranteed.

We are unable to offer compensation for deliveries delayed for reasons beyond our control including poor weather or road conditions, incorrect or insufficient delivery information, recipient unavailability, refusal of delivery by the recipient, refusal of delivery by individuals and/or organizations to receive a delivery on behalf of the recipient, incorrect or delayed distribution by a mailroom or shipping/receiving department etc. within a building or organization, irregular business hours, security restrictions at the delivery address, customs inspections, and mechanical failure of a courier truck or plane, among others.

Deliveries already sent out with a courier cannot be canceled and refunded.


Special Instructions
Additional requests regarding the preparation or delivery of an order can be indicated during checkout. While we do our best to accommodate any provided instructions and requests where possible, not all requests can be fulfilled. Cookies By George reserves the right to refuse any request that we deem unreasonable or difficult to accommodate. We cannot be held responsible for instructions that are ignored or overridden by a courier or recipient authority.

For allergy requests, we cannot 100% guarantee that there has not been cross-contamination between cookies containing allergens. We highly recommend that individuals with severe and/or life-threatening allergies avoid consumption of our products for their own safety and we cannot be held responsible in the event that an individual consumes our products knowing they risk a reaction by doing so.


Cookie Flavours
Cookies By George offers a variety of cookie flavours, some of which are region-specific or available for a limited time only. If a region-specific or limited time flavour is no longer available when an order is to be prepared, we may substitute the requested cookie for another flavour.

Region-specific cookies include our Macadamia Nut Chocolate Chunk, George's Peanut Butter, and the M&M’s® Cookie. 

All monthly feature cookies are available for their respective month while supplies last. Our November feature cookie, George's Chewy Ginger, is available throughout December together with our December feature cookie, George's Shortbread Chocolate Chunk with Pecans, as a holiday favourite.

Special flavours introduced for specific events or occasions are available while supplies last.  
 

Refunds
Delivery refunds may be available in select circumstances, such as overcharged delivery fees, delayed delivery due to order processing errors, and changing an order from delivery to pickup, among others.

Product refunds may also be available in select circumstances, such as for damaged Cookies By George merchandise, when cookies are found to be below our standard of quality, and when a custom order is packed incorrectly, among others.

For all refund requests, we will need to verify your purchase and may require an order ID number, a receipt, and/or detailed information about your purchase. In cases where a customer requests a refund for a Cookies By George product purchased, we may require the purchased product to be returned to us in part or in whole.

Please contact us if you have any concerns about your order.


Promotional Discounts and Special Offers
Promotional discounts and special offers are described where the offer is advertised by Cookies By George and may include additional restrictions such as validity for a limited time, exclusivity to a specific service type (e.g. catering, delivery, or pickup), specific qualifying or participating areas and/or locations, etc. 

In most cases, promotional discounts cannot be retroactively applied to an order that was placed before the promotion's start date.

Promotional discounts and special offers may or may not require a registered Cookies By George account on our website depending on the promotion in question. Offers available online may also differ from offers available in-store.


Cookies By George Gift Cards & Promo Cards
Cookies By George gift cards are available and refillable in-store and may be applied to your purchase in-store and/or online. There are no service fees. We are not responsible for any lost, stolen, or damaged cards. Gift cards are non-refundable and cannot be redeemed for cash. 

In October 2019, we changed our gift card provider. Cards issued prior to the change are subject to the following conditions:
  • Gift cards with 2-digit PIN numbers that were issued before October 28, 2019 will work both in-store and online.

    For use online, they will require a 0 before the first digit. For example, if your card’s PIN is “12”, please use “012” as your PIN.

  • Gift cards with 6-digit PIN numbers no longer work at our store or on our website.

    We ask all customers with this style of card to please contact our head office at 1-866-743-6743. We will perform a balance check on your card and replace your card or compensate the remaining balance for you.

Card balances can be checked here. If you are having difficulties with your gift card, please call our head office at 1-866-743-6743 for assistance.

Promo cards are limited-time gift cards that have an expiration date, as indicated on the back of the card. Any unused balance remaining on the card will be forfeited after the expiration date. Promo cards cannot be purchased at a retail location.
 
Use of a Cookies By George gift card or promo card online and in-store constitutes acceptance of these terms and conditions.