Shipping policy

Where we ship

The United States. We do not ship internationally. If you enter an address we cannot serve, we will cancel the order and refund you.

Carriers and timing

We ship by UPS. Your order ships the next business day. Orders placed on a Friday, Saturday, or Sunday ship on Monday. Most boxes arrive 2 to 5 business days after they ship. We do not require a signature, so the driver decides whether to leave the box.

Every cookie is sealed in its own pouch before it ships. Your shipping confirmation email has the tracking number. Around holidays we post the last order date for arrival before the holiday on the homepage and in email.

Sending for an event or a date that matters? Order early and schedule it to arrive early. If you want it to arrive on a specific day, tell us in the order note and we will do our best. In some cases, because of weather or something else outside our control, we may send your box earlier than you asked so it arrives in good condition.

Shipping cost

Shipping is calculated at checkout from your address and the weight of your box. The rate you see before you pay is the rate you pay.

Subscriptions ship free. Every box on a Box subscription ships free, first box and every renewal, everywhere we ship, for as long as you keep the subscription.

One-time boxes pay the calculated rate shown at checkout, less any shipping discount running at the time. If one applies, you see it at checkout before you pay.

House Account members get the shipping benefit their plan states in the Subscription and Membership Terms.

Heat, cold, and the weather

Chocolate melts and stuffed cookies do not love a hot porch. What is true:

How it is packed. Every cookie is sealed in its own pouch, then snuggled into a custom cookie box for protection. A pouch keeps a cookie fresh. It does not stop chocolate melting in a hot truck, which is why the next point exists.
We may hold or reschedule a box to avoid sending it into weather it should not travel in, or to keep it out of a truck over a weekend. If we do, we email you with the new ship date, and you can cancel for a full refund instead.
When it is very cold, cookies are fine.
Extreme weather (storms, floods, carrier suspensions) can delay a box after it leaves us. We will email you if we know about it, but we cannot control it and we cannot refund for it. If the box arrives ruined, the Refund Policy covers it.

Bring the box inside as soon as it arrives. The cookies keep 5 to 6 days on the counter from the day you receive them. Freeze the ones you will not eat right away and they keep up to 3 months. Take a cookie out of its pouch before you warm it; our heating page has the times.

Delivery estimates are estimates

Nothing on this site is a guaranteed delivery date. Transit times come from the carrier, and most carriers deliver any time between 8am and 8pm. A carrier can be late for reasons that have nothing to do with us: package volume, weather, mechanical error, strikes, natural disasters, safety controls, mis-scans, or a driver's judgment about leaving a box. We are not responsible for delays after the carrier scans the package in.

Address problems

Check your address before you pay and again in the confirmation email. You are responsible for the shipping information on your order. We ship to the address you give us. If the carrier returns a box because the address was wrong or incomplete, we will reship it once you pay for the second label. If it is delivered to a wrong address you entered and cannot be recovered, we cannot replace it. If you notice a mistake right after ordering, email info@insideoutcookie.com immediately; if it has not shipped we will fix it for free.

Tracking says delivered but there is no box

Check with neighbors, a leasing office, and the back door; drivers get creative. If it has not turned up, email us with the order number and we will open a trace with the carrier. If the carrier confirms it lost, we replace or refund it.

Damaged in transit

Take a photo of the box and the cookies before you throw anything away and email it to info@insideoutcookie.com. We will replace or refund it under the Refund Policy.

Gift orders

Add a gift note in the box builder or the cart and it goes in the box. Tell us in the order note that it is a gift and we leave the prices off the packing slip. If you are shipping to someone else, put your own email on the order so the tracking goes to you, not the surprise.

Fundraiser, corporate, and wholesale orders

Ship dates and shipping charges for these are set in the quote or confirmation we send you and may differ from the above. Reach us at sales@insideoutcookie.com.