FAQ

Frequently Asked Questions

I just placed an order. How long will it take to arrive?                                                  Our warehouse processes orders Monday through Friday, and most ship out within 2 days. Transit time is usually 2-7 days, but during our Black Friday Sale, high order volume may extend shipping to 4-6 weeks. Please allow extra time for possible delays due to bad weather.

My order didn't go through, why was I still charged?
If your payment didn’t go through or your order wasn’t accepted, your bank or card provider will return the funds within 24–72 business hours (timing may vary depending on your bank or credit card). Check with your financial institution for more details.

My tracking says my package was delivered, but I didn't get my package.

Check with your neighbors or anyone in your household, as they might have picked up your package for you. You can also reach out to your postal carrier or local post office to see if they’re holding it. Sometimes packages are scanned before they’re actually delivered.


My tracking shows that my package has been in transit for more than 10 days.  What should I do?
Get in touch with us, and we’ll submit a missing mail report.


How do I return an item?
To start your return, email CUSTOMERSERVICE@COOKIESSF.COM. Make sure the items are in new, unworn condition and include all original packaging.

I ordered the wrong size.  Can I exchange my item?
You have 14 days to exchange an item for another one or receive store credit.

 

I ordered the wrong size/color/item. Can I change my order?
Reach out to the Customer Service Department as soon as you can. Our warehouse typically gets moving on new orders right away, so your order might already be in process or even ready for postal pickup. We’ll do our best to make changes if possible, but keep in mind that Customer Service might not be able to get the update to the warehouse before your order ships.

I received the wrong item or I am missing an item in my order.  What should I do?
Reach out to our Customer Service Department, and they’ll be happy to help resolve the issue. Our reps are available Monday through Friday from 10 a.m. to 6 p.m. PST. If you reach out over the weekend, we’ll get back to you during regular business hours..

I have a store and I would like to carry Cookies.  Who can I contact?
We’re not opening new wholesale clothing accounts at the moment, but the best time to connect with our Sales Manager is twice a year at the Magic Trade Show. Any items sold through other third-party marketplaces are not authorized and could be counterfeit.