Policies
Allergens -
Many of our products DO contain nuts, nut butters, eggs and dairy products. Since all products are prepared on the same premises, there may be trace oils, nuts or seeds in all products.
Refunds, Cancellations & Returns
We want our customers to be 100% satisfied with our products and services. If for some reason you are displeased, please notify us within 48 hours by email, with your billing name, address, ship to name and address, order number, date of order and date received information. We will then review your concerns and get back to you in a timely manner.
We do however, ask you to contact us ASAP (preferably within 48 hours of receiving your order) so we can correct things on our end…considering the perishable nature of our products.
All other merchandise that requires a return will only be accepted with a return authorization number from IECC. Please note: All sale merchandise are final sales and not returnable.
Additional Local Delivery Options
White Glove Service includes the ability of the customer to pick the exact day & time of delivery. We always do our best to accommodate your request.
In Store Pick Up is for the customer who wants to stop in and pick up their order. Please specify in the message box at check out the time you would like the order ready.
Shipping & Ordering Info
All customers are responsible for all shipping and handling charges. The shipping charges are determined by weight, location, and method of shipping that was selected. All orders are shipped F.O.B. Rochester, NY. Incredibly Edible Cookie Company does NOT bear the risk of loss if items are damaged or lost during shipping. If you have special shipping requirements we will do our best to accommodate you, although there will be NO shipments to PO box addresses. We strongly recommend that you select a shipping method that will ensure your items to arrive within 1 – 2 business days to better ensure freshness of the products. We have researched inner packaging solutions to help in this area, but the customer still needs to select the best shipping method to ensure as timely arrival as possible.
Orders placed Monday through Thursday before 10 A.M. will be shipped that day dependent on the ship to address and if it meets the shipping delivery time table for Fed Ex with no holding times in the shipping company’s warehouse. Also, if you select a product that has recommendations for Insulated Packaging on our site, we may not accept any shipping methods that doesn’t guarantee the product to arrive overnight with special insulating packaging properties at an added cost to consumer. This has been added for your safety to ensure freshness or for the appearance of a product to arrive as professional as if you picked it up at our bakery! (Please see shipping section for pricing and delivery timetable).
Because most shipping companies do not move packages over the weekends or holiday, it is our policy to hold the order until it can be shipped the following Monday or the following acceptable shipment day as it relates to holidays for these orders. During the holidays please allow more time for the shipping companies to ensure delivery of all orders.
Shipping / Tracking Information
If you need additional assistance, please do not hesitate to contact us through email at service@incrediblyediblecookiecompany.com or by telephone at 585.455.9203.
Incredibly Edible Cookie Company – Our Commitment To Your Privacy
Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.
What Information is Collected? – As part of the ordering process, the following information is collected from shoppers: Name and Address for Shipping/Billing, Email Address, Phone
Our Commitment To The Security of Your Data – We do not sell or reveal your private data to any other companies. We recognize the importance of privacy and security for our customers. If you have questions, please contact us