Policies – Chocos Cookies Cakes

Processing & Shipping Policy

• Made-to-Order – No Stock Available.

• We do not keep inventory; every item is freshly made to order to ensure the highest quality.

• If an order is placed but cannot be processed on time due to availability issues, order volume, or requested date, Chocos Cookies Cakes reserves the right to cancel the order. In such cases, a notification will be sent to the customer, and a full refund will be issued.

Processing Time – 5 Business Days

Our processing time begins after design approval. Orders are processed within 5 business days unless a specific date is requested in advance. Processing time includes baking/tempering, decoration, and packaging before shipping.

Need Your Order for a Specific Date?

• Contact us at least 10 business days in advance to confirm availability before placing an order.

• We will confirm by email whether we can accommodate your request before payment is made.

Shipping & Delivery

• Shipping is calculated at checkout based on a flat rate.

• Free shipping applies to orders over $60 (within Ohio).

• Chocolate items are only available for shipping within Ohio due to state regulations. This restriction does not apply to cookies.

• Orders are shipped via USPS Priority Mail, and delivery times are subject to USPS service schedules. We are not responsible for any delays once the package has been shipped.

🚫 We Do Not Offer Pickup Service – All orders are shipped.

Handling & Warm Weather Shipping

• Chocolate and icing-based products are temperature-sensitive.

• We take all precautions to minimize the risk of melting during warmer months, including careful packaging. However, we are not responsible for melting caused by transit delays. To reduce the risk, we recommend selecting a shipping address where the package can be received promptly upon delivery.

Lost, Stolen, or Delayed Packages

• Once an order is handed to USPS, we are not responsible for lost, stolen, or delayed packages.

• If your package is marked as "Delivered" but not received, check with USPS first before contacting us.

Customization & Order Changes

• For custom orders (cookies, chocolates, macarons), please add a note at checkout with:

• Theme & Occasion

• Personalized Message (if any)

• Preferred Colors

• For complex designs, email us inspiration images before placing your order.

• We will create a draft/proposal of the design for your approval before starting production.

• Once a design is approved, no changes can be made.

Order Modifications

• Once production has started, no modifications can be made.

Refund & Cancellation Policy

• Cancellations made at least 7 calendar days before fulfillment are eligible for a full refund, minus the Square payment processing fee (2.9% + 30¢ per transaction), which is non-refundable.

• Cancellations between 3-6 calendar days before fulfillment → 50% Refund

• Cancellations within 3 calendar days of fulfillment → No Refund

• Custom Orders or personalized items (names, messages, or designs) are non-refundable once production begins.

Damaged Orders – Replacement & Refund Policy

• If your order arrives broken or melted, contact us within 24 hours of delivery with: Clear photos of the damaged item & packaging, and your order number.

• Our First Option is a Replacement – If a replacement is not possible, a partial or full refund may be issued at our discretion.

⚠️ Allergen Notice

• Our products are made in a home bakery in Lakewood, Ohio and may contain or come in contact with:

• Milk, Eggs, Wheat, Nuts, Peanuts, Soy

• Chocolate items may contain traces of tree nuts & dairy

• Check allergens before purchase. If you have any allergies or dietary restrictions, please contact us before placing an order.

Home Bakery Notice

• Our bakery operates under Ohio Cottage Food Laws.

• Products are not subject to state inspection but follow strict food safety regulations.