Refund and Returns Policy

Last Updated: January 1, 2021

Please carefully read the Terms of Use in their entirety before using the Website. If you do not agree to the Terms, then please do not use the Website and please do not order any products.


Thank you for your Carol’s Cookies purchase! We are excited to have you as a Carol’s Cookies customer. The Terms of Sale apply to you and us when you purchase a Product from Carol’s Cookies. Please read the Terms of Sale carefully and if you place an order for Products through this Website, you are agreeing to and are bound by both the Terms of Sale and our Terms of Use set forth in Terms of Use.

We do not ship to addresses located outside of the United States and we do not sell any of our Products to persons under the age of 18. If you are under the age of 18, you must purchase Products only with the involvement of a parent or legal guardian.

Product Orders

By presenting the Products on the Website, Carol’s Cookies is presenting an opportunity for you to submit offers that are binding on you. The order confirmation automatically sent by Carol’s Cookies by email does not give rise to a binding contract of sale. A contract of sale only arises when Carol’s Cookies ships the Products. The Terms in effect at the time you place an order for our Products will apply. By transmitting an order, you confirm you have read the Terms and agree to and accept them without reservation. We reserve the right to make changes to the Terms from time to time, and any such changes will apply to future orders. If any provision set forth in the Terms is not enforceable, it will not affect any other provision.

If you wish to purchase Products on this Website, you will be asked to supply certain information applicable to your purchase, including, without limitation, credit card and other payment information to Carol’s Cookies third party payment processor and shipping information to Carol’s Cookies or its third party shipping provider. You understand that any such information will be treated by Carol’s Cookies in the manner described in its Privacy Policy, and by such third party providers in the manner described in such third party providers’ privacy policies. You represent that all information that you provide to Carol’s Cookies and to such third party providers will be accurate, current, and complete, and you acknowledge that Carol’s Cookies may share information about your transaction and about you with other companies for the purpose of transaction processing, shipping and fraud prevention in accordance with our Privacy Policy.

All items are subject to availability and we reserve the right to impose quantity limits on any order, to reject all or part of an order and to discontinue Products without notice, even if you have already placed your order. UNLESS OTHERWISE INDICATED, ALL SALES ARE FINAL AND NON-REFUNDABLE.

To the fullest extent permitted by law, Carol’s Cookies may, in its sole discretion, choose to cancel your order in certain circumstances, even if you received an automated confirmation (for example, when information on the Website is found to be inaccurate or when we suspect the request is fraudulent). If Products you ordered are out of stock, we will notify via email and either cancel your order or provide you with a refund.

All Products and Services are at all times subject to the disclaimers contained in the Terms.

Refunds; Product Replacement

If you are not satisfied with any Products received, please contact Carols’ Cookies customer service at or call (847) 835-4500. All sales of Products are final unless Carol’s Cookies, in its sole discretion, confirms an issue that is brought to Carol’s Cookies attention within 24 hours of the date that the order is placed, that would entitle you to a refund or replacement Product. In the case of refunds, we will carry out the reimbursement using the same means of payment as you used for the initial transaction. We may withhold reimbursement until you have supplied evidence of the issue with the Products, including photos, tracking information and reference number.

Order Changes and Cancellations

If you wish to cancel or change your order, you must contact Carol’s Cookies, by phone at (847) 831-4500 or by email at prior to dispatch date. Change or order cancellations cannot be made after dispatch date.

Customer Service

If you have any problems with your order, please contact our customer service team, who are ready to help you and answer your questions by email at or by phone at (846) 831-4500. In the event that our customer service team is not able to resolve your concern, by using this Website, you agree that all claims arising out of or relating to any Products or Services purchased from Carol’s Cookies will be entirely resolved through binding individual arbitration, rather than in court in accordance with the terms described in Section 17 of the Terms of Use.

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Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.