FAQs

Shipping Information 

  • We partner with the following carrier to ship nationwide: UPS
  • Cookies are shipped Monday through Thursday of each week. If a different day is needed, please contact us at info@kenzkookiez.com
  • Orders received before Thursday at 3p ET will ship out the same week. 
  • Orders received after 3p ET on Thursday will ship out the following week.
  • We cannot schedule orders to arrive on a specific date at this time.  
  • Issues with your order? Please send us an email with the issue along with pictures so we can address it correctly. 

 


Returns & Refunds

  • Our cookies are handcrafted and packed with special care. Due to factors such as perishability, shipping, and weather, there may be some delicious imperfections! 
  • Given the perishable nature of our offerings, Kenz Kookiez does not accept returns, offer exchanges, and/or grant refunds on any goods sold unless the issue for return, exchange, and/or refund is the result of an error in our manufacturing, packaging, or handling of goods.
  • Issues with your order? Please send us an email with the issue along with pictures so we can address it correctly. 
  • We do not offer refunds for delays caused by one of our shipping partners due to weather, mechanical error, strikes, natural disaster, inaccurate shipping information, mistakes on the part of our shipping partners' employees, or similar reasons that are outside of our control. That said, we know how important it is for your package to be delivered on time and we may be able to offer accommodations in extenuating circumstances.  
  • Please double-check your order information! Delayed or non-delivered orders due to mistakes made during the ordering process by the customer are not eligible for refunds. If you’ve made a mistake, don't crumble yet - email info@kenzkookiez.com and we’ll do our best to fix it.

 

Order Change Requests 

  • Did you enter the wrong shipping address? Choose the wrong flavor? Forget to leave a gift message? Email us right away at info@kenzkookiez.com and we’ll try to make it right! 
  • Once your order ships, we cannot accommodate any order changes. 
  • If you’d like to cancel your order, you MUST contact info@kenzkookiez.com before your order ships out.

 

Tracking Information 

  • Tracking information for your order is generally sent out 24 hours before your order is scheduled to ship. Please contact info@kenzkookiez.com if you have any questions or issues regarding the tracking of your order. 
  • If you know that you will not be present for your delivery, we recommend using your tracking number to arrange for different delivery options through the shipping carrier.

 

Corporate Gifting  

  • Do you need to place an order for multiple boxes to ship to different addresses? Contact info@kenzkookiez.com to have your order personally coordinated!