Important frequently asked questions
How can I place my order?
What food preparation guidelines do you follow?
We operate under the IL Cottage Food Law and we are insured. I am food handler certified by the American National Standards Institute (ANSI) and I work in my home kitchen where common allergens are found in the pantry.
All of our products are made in a facility which handles peanuts, tree nuts, wheat and chocolate. None of our cookies contain preservatives and all of our cookies are suitable for vegetarians.
Do you offer gluten-free cookies?
Anneliese’s Cookies are available in a gluten-friendly version that uses gluten-free flour, as well as gluten-free chocolate and toppings. Since our cookies are made in a kitchen where ingredients containing gluten are also used, we cannot 100% guarantee that Anneliese’s Cookies are certified gluten-free. They can safely be categorized as gluten-friendly, however.
Do you offer sugar-free cookies?
Yes! Anneliese’s Cookies are available in a sugar-free version that uses Swerve sugar substitute, as well as sugar-free chocolate and toppings.
Do you offer vegan cookies?
Yes! Anneliese’s Cookies are available in a vegan version. Vegan gourmet cookies contain plant-based butter, as well as vegan chocolate and toppings.
What forms of payment do you accept?
Payments accepted: Visa, Master Card, Discover, American Express, PayPal & Venmo
Do you collect sales tax?
Only in the states that require it. Any applicable taxes will be included in the final price at checkout.
Is it safe to enter my credit card information on Anneliese’s Cookies’ website?
Yes, it is safe. To ensure the safety of your credit card information, Anneliese’s Cookies (https://www.anneliesecookies.com/) uses Secure Socket Layer technology (SSL). SSL is a protocol designed by Netscape Communications that provides encrypted communication. This makes it impossible for anyone besides Anneliese’s Cookies to access your private billing information.
Does Anneliese’s Cookies share customer information with third parties?
How can I be sure that my order went through?
Once you have completed the order process you will receive an order number & confirmation email. If you do not receive an email notification, this means that your order did not go through. Please note: If your e-mail address was not entered correctly, order confirmation number will be generated, however you will not receive the e-mail confirmation.
How long will Anneliese’s Cookies stay fresh?
Anneliese’s Cookies contain the highest quality ingredients and are baked fresh to order. We recommend eating upon arrival for optimal freshness. While we do not use preservatives or additives, our cookies will continue tasting fresh for up to 6 weeks when stored at room temperature or refrigerated. As delicious as they are, most of our cookies are eaten within a day or two. However, if you would like to enjoy your cookie for a longer period, we recommend placing them in a freezer safe container in the freezer for up to 6 months.
How long does it take from the date cookies are ordered until they are available?
A minimum of two days’ notice is needed for most orders. We bake your cookies FRESH after you place your order. Availability is more limited in the days leading up to a holiday. Orders placed Friday after 3:00 p.m. will not get processed until the following Monday. Rush orders, if time allows, are subject to a $10 fee.
Do you offer local delivery?
Yes! Deliveries are available within a 20 mile radius of our location. There is a $6 fee for deliveries up to 5 miles or less, and a $14 fee for deliveries between 6 and 20 miles.
Can I pick up my order?
Yes! Picking up during the agreed-upon time frame is important and appreciated. If you are unable to pick up during agreed time, please contact us as soon as possible. Orders picked up after the original pick-up time may not be as fresh as same day pick-up. For delivery, it is best if someone is available to take the product inside. The customer is fully responsible for product upon delivery drop-off.
Prearranged pick-ups are available from 9:00 a.m. to 4:00 p.m. CST, Monday through Friday. Orders will be available by noon on the designated pick-up day. Please call or text 773.505.6485 to let us know you are coming.
Can I have my order shipped?
Yes! Anneliese’s Cookies can be shipped anywhere in the U.S. Shipping price includes proper packaging for safe arrival, heat-sealed wrapped cookie bags (USDA specifications for food contact), crinkle paper, biodegradable loose fill for the secure packing of cookies, and the appropriate cardboard shipping box. All of our online orders ship nationwide via USPS.
Do you guarantee shipping?
Anneliese’s Cookies cannot guarantee any shipping timelines as we are not the couriers. We are not responsible for lost or delayed cookies in shipments as we are not the couriers.
How long after I place an order with Anneliese’s Cookies will they be shipped?
Shipping orders go out Monday – Thursday. Typically orders ship out 2-3 business days from the order date. All orders received Friday (after 3pm), Saturday, and Sunday will be baked and shipped on Monday. Please be aware of holiday delays that occur every year such as in December with the Christmas rush and plan accordingly when you order. Your treats should arrive 3-6 days after being sent. Your order will be shipped via USPS Priority Mail. We will provide tracking numbers for all packages, shipped via USPS within 24 hours of ship date.
What happens if my package arrives late or damaged?
Anneliese’s Cookies is not responsible for carrier delays in transit caused by high package volume, weather, mechanical error, local carrier mis-scans, or inaccurate shipping information. Anneliese’s Cookies make every effort to ensure your package will arrive on time, but because of unforeseen delays we cannot guarantee an arrival date.
When should I ship to ensure Anneliese’s Cookies arrive fresh?
Because our baked goods do not contain preservatives, we recommend enjoying them upon receipt, or freezing and enjoying them later. If you are trying to ship a gift for a special occasion, we recommend you order for delivery a few days prior to your deadline. While we do not typically experience any delays, we are relying on a third-party carrier and we do want to be sure your gifts are always on time and fresh.
How far in advance do I need to place my shipping order?
This depends on how quickly you need your order and the destination of your order. Please note, Anneliese’s Cookies ship Monday – Thursday. We prefer not to ship orders on Fridays so packages avoid sitting on a truck over the weekend. If you have a “cookie emergency”, please call us! We are happy to ship your order as quickly as we can to accommodate your needs. Please note, Friday, Saturday and Sunday are not shipping/delivery days. If you are shipping for a special occasion, we recommend choosing an arrival date 1-2 days in advance.
How can I track the progress of my shipping order?
Once your online order has shipped, you will receive a shipment confirmation with a tracking number. Please allow a few hours after receiving your confirmation to see the tracking information.
Do I need to be home to sign for my shipping order?
While USPS does not require a signature for our packages, it is ultimately up to the discretion of the driver as to whether they should leave the package. If the first attempt is unsuccessful, a second attempt will be made, usually on the following business day. Please note – we cannot stress enough – the importance of letting your recipient know that a “surprise” may be arriving. Sometimes packages are left at a side door…or in a mail room of an office…or on a loading dock of a hospital. We want to be sure your recipient receives their thoughtful gift in a timely manner.
If the item is delayed in shipment or not delivered due to an incorrectly or insufficiently entered address, will Anneliese’s Cookies reship the item?
Because our products are perishable food items & cannot be restocked once they leave our facility, we cannot be held responsible for orders that are delayed or not delivered because of an incorrect or insufficient address. Please make sure that the shipping address is absolutely accurate before you submit the order.
Can I ship my order on a future date?
Yes. If you would like the shipment of your order to be delayed, please choose the desired delivery date on the calendar during the checkout process.
Can I return an item ordered from Anneliese’s Cookies?
Unfortunately, because our products are perishable food items, once they leave our facility we cannot accept returns. We stand behind our gourmet cookies, however, and if you are not satisfied, please email firstname.lastname@example.org or call 773.505.6485 so that we can better serve you.
What is your refund & cancellation policy?
Full payment is due at the time of ordering to reserve your date and secure the order. A full refund can be given within 7 days’ notice for a cancellation, and a 50% refund can be given for not less than a 72-hour notice. Please note that orders require prepping and time, so late cancellations (less than 72-hour notice) will NOT be refunded.
As our products are perishable, all food sales are final. To make sure that you are satisfied with the product you receive, please inspect the contents as soon as your order arrives. Anneliese’s Cookies is not responsible for damage or loss as a result of shipments being returned to the freight location or being undeliverable as a result of incorrect address information you supply to us, or for inability of a recipient to receive the package on the day you specify that it should be delivered. To enjoy the full flavor and freshness of our products, we urge you to make the necessary arrangements beforehand. Shipping/handling charges are not refundable. Refunds can only be credited to the originating credit card.
If an item arrives damaged or spoiled, our Customer Support team will work with you to determine an appropriate solution. Please reach out to our team at email@example.com to resolve the issue within 14 days of delivery.
Are Anneliese’s Cookies guaranteed for quality and freshness?
We stand behind the freshness & quality of our gourmet treats. If you are not 100% satisfied with your purchase, please contact us within 48 hours of receiving your order. We will work with you one-on-one to fix the problem. (Our guarantee doesn’t cover incorrect shipping addresses given by the customer or shipping delays by USPS.)
What if I have a question or a problem with my order that is not covered on the website?
Just give us a call at 773.505.6485. Our customer service department can personally help you from 8:00 a.m. to 5:00 p.m. CST, Monday – Friday. You may also e-mail your question to firstname.lastname@example.org. We promise to get back to you within one business day.