Frequently Asked Questions
I just placed an order. How long will it take to arrive?
Our warehouse fills orders M-F, and most orders leave our facility within 2 days. Normal time in transit is 2-7 days. Due to the volume of orders during our Trap Friday Sale, shipping may take between 4-6 weeks. Please allow extra time for delays due to bad weather and USPS COVID-19 related staffing shortages.
My order didn't go through, why was I still charged?
If your payment method was declined or order was otherwise not accepted on our end, the funds will be returned by your bank/card provider within 24-72 business hours (times vary by cc/bank). Please check with your financial institution for more information.
Please check with your neighbors and other members of your household, as they may have collected your package for you. Then check with your postal carrier and local post office to see if they are holding the package for you. Packages are often scanned before they are delivered.
Please ship to a secure location. We are unable to replace packages that have been scanned as delivered.
My tracking shows that my package has been in transit for more than 10 days. What should I do?
Please contact us, and we will file a missing mail report.
How do I return an item?
Email CUSTOMERSERVICE@COOKIESSF.COM to start your return. Items need to be in new/unworn condition with all of the original packaging.
I ordered the wrong size. Can I exchange my item?
Please return your item. In the Returns portal, you will have an option to exchange your item or receive store credit. You can then order the correct size.
I ordered the wrong size/color/item. Can I change my order?
Please contact the Customer Service Department as soon as possible. Our warehouse usually gets started on new orders quickly. They might already have the order in process, or your package may already be waiting for postal pick up. We try to accommodate changes if we are able, but please be aware that our Customer Service Department may not be able to communicate the changes to the warehouse before the order has gone out.
I received the wrong item or I am missing an item in my order. What should I do?
Please contact our Customer Service Department, and they will be happy to help correct the issue. Please be aware that reps are available M-F from 10 am-6pm PST. If you contact us on the weekend, we will reply during business hours.
I have a store and I would like to carry Cookies. Who can I contact?
We are not currently opening new wholesale clothing accounts, but the best time to connect with the Sales Manager is bi-annually at the Magic Trade Show. Items offered on any other third party marketplaces are not authorized and may be counterfeit.