Online Cookie Shop Questions
Do you ship to all 50 states?
Yes we do! Via USPS or UPS Ground.
Do you offer local pickup or delivery?
We offer local pickup in the Memphis, TN area only.
We DO NOT offer local delivery.
Can I order anything else to be shipped?
The only items available for shipment are in our shop.
Shipping & Route Insurance Questions
When will I get my order?
We ship out all orders within 3-5 business days after you place your order. Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
Please do not contact us for shipping updates unless there has been no tracking updates for 7 business days
What shipping options do you offer?
We offer the best shipping available through USPS and UPS. Our shipping is a flat rate with a slight exception for larger orders that do not fit our standard shipping boxes. Larger orders may be contacted with alternate shipping arrangements.
What is Route?
Route is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Package Protection and looking to file a shipping issue online? File here
How does Route work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes
In both cases, the Route Premium cost will not be refunded
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection
When Should I File a Claim?
Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered Please note, some order issues may require a police report to be filed
Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order dateFor international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
Claims for damaged itemsrequirephotos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
Local Order Questions
Where are you located?
How long in advance should I make a custom order?
For all custom orders we require at least two weeks notice to ensure availability.
Can I pick up my desserts?
Yes! I will provide you the address once your masterpiece is ready to go!
How much for your delicious goodies?
Everything is based on size, quantity, intricacy, etc. Please reach out via email or the order form and let’s get the ball rolling on a quote! Please give me as many details as possible!
Can you make my wedding cake?
You betcha! I love to take on large projects (or small if you’re having a nice cozy wedding). I do not offer fondant decorated cakes but do specialize in buttercream.
Do I have to pay a deposit?
We require a deposit of 25%-50% only for larger/more intricate cakes.
How long is your product good for? What do I do if I am not serving it today and how do I store it?
We bake everything fresh and use ZERO preservatives. We recommend consumption for same day, BUT cakes can be saved in an airtight container at room temperature (2 days for its best life). Cookies and other confections can be held in an airtight container at room temp for much longer.
Can you do vegan friendly desserts or gluten free items?
We can accommodate some dietary restrictions depending on the request.
Can you make desserts for those with allergies?
All our baked goods are processed in a facility that processes most allergens. Please reach out regarding your particular needs to see what we are able to accommodate