Black Friday and Christmas Orders
For orders place after Black Friday you will have 30 days after Christmas to request a return. All return policies outlined below are still in effect.
Where We Ship
We ship to: United States & US Territories, Australia, and New Zealand. *We no longer ship to Canada.*
Not all products can be shipped internationally; please see the product listings for more information.
How soon will I receive my package?
- Most orders will ship out of our Rhode Island warehouse within 1-2 business days (we ship Monday through Friday). Orders placed Friday night through the weekend will begin shipping in the order in which they were received once we return on Monday morning.
- During high volume times, such as during sales or holidays, it may take a couple days longer to process orders. Please email us directly if you have questions about your specific order and when it will ship/arrive.
- If you need your items by a certain deadline, please note that the standard USPS Ground option generally takes the longest to arrive. Please consider upgrading to an Air label at checkout for urgent orders, as once orders are in transit, we are unable to make them move faster.
- If you choose Expedited/Express Shipping it will take, on average, 3-5 days after processing for your package to reach you in the continental US. To speak with us directly about shipping timeframes please contact us.
- Please note that we cannot control or be held responsible for delayed packages, and expedited shipping fees will not be refunded or prorated for packages that are delayed on the delivery end.
- Unfortunately, we cannot guarantee how the carrier handles your package once we hand it off to them, but we will always make our best effort to get your order out as quickly as possible. You can track your order with the tracking number emailed to you upon shipping.
Delayed or Lost Items
- If your package is missing, please contact us right away! We do everything we can to make sure your package is delivered to you safely.
- Please note that we cannot control or be held responsible for delayed packages, and expedited shipping fees will not be refunded or prorated for packages that are delayed on the delivery end.
Do you ship internationally?
In addition to the US, we currently ship to Australia, and New Zealand.
Canadian Shipping:
- At this time we are no longer shipping to Canada. We truly appreciate our Canadian customers! Unfortunately, new import tariffs and delivery fees have made it difficult to ensure a smooth experience, so we’ve made the tough decision to pause shipping to Canada for now. We hope we can resume shipments in the future.
Australian and New Zealand Shipping
- We may use UPS or FedEx depending on which carrier you choose at checkout.
- See checkout for estimated transit times directly from the carrier.
- You can track your order with the tracking number emailed to you at shipping.
- At the time of writing this (August 2022), all Australian and New Zealand orders do not have to pay duties/taxes if the order value is under $1000.00 AUD. If you order is over this amount, we will contact you.
Return Policy
We’re happy to accept returns within 30 days of purchase if items are still in their original, unopened packaging. Returned items are issued as store credit for the full amount.
Prefer a refund back to your card? No problem — refunds are available with a 10% restocking fee.
In order to keep our prices low, and because we follow strict sanitary procedures, there are certain items we cannot take returns on UNLESS the product is defective.
Sorry, unless it is a special case, we cannot take returns on:
- Used Precision Rolling Pins
- Meringue powder
- Cocoa powder
- Other edible items
- PYO palettes
- Bag toppers
We have to do this because of tampering or contamination risk.
If you have an issue with the quality of any of these items, please contact us.
Buyer must pay actual cost of return postage.
Please email us at info@thecookiecountess.com for return questions.
Defective or Damaged Products
If there are any defects with products, please contact us for replacement right away.