FAQ
Our cookie cakes are baked handmade and fresh one day before shipping, and delivered directly to your door!
All orders and payments are processed via our website in 4 simple steps:
Step 1. Select your cake and personalize, Click "ADD TO CART" and you will then proceed to the cart page.
Step 2 . Enter delivery address: On the cart page, provide all vital shipping information such as delivery address, recipient’s contact, and your email address. **All packages are shipped via UPS or FedEx and therefore we cannot ship to P.O. Box addresses.
Step 3. Pay online: Complete your purchase by selecting your payment of choice and pay.
Step 4. Kick back and relax while we get your freshly baked cake delivered to your doorstep!
Broookies is an online store operated by a family-owned Colorado cake studio.
There we create our cookie cakes custom crafted, scratch-made and hand-decorated. Then shipped to you or your loved ones anywhere in the continental United States.
Thank you so much for thinking of Broookies! To ensure that your inquiry is directed to the appropriate member of our team, please see below for contact info.
For all customer service requests, please reach out to our Customer Experience team through the contact page in our menu or this E-mail:hello@broookies.com
For all press requests, please reach out to press@broookies.com and our communications team will be in touch.
For all influencer collaborations or social media requests, please send details of your inquiry to: social@broookies.com
Due to the big amount of inquiries we receive, we may not be able to respond to each message inmediately, but we appreciate you reaching out to us!
DEAR CUSTOMER, PLEASE NOTE: We strive to respond to requests within 24-48 hours however we are extremely busy Fridays through Saturdays preparing cakes throughout the weekend.
Our email customer support hours are MON-THUR 9AM-5PM (MT) We can be reached at : hello@broookies.com
For clients, please write us with your order number to the e-mail: support@broookies.com
If your inquiry is about an existing order, please share your order number in your e-mail for faster service.
Every cookie cake is fresh*, handmade a day before its shipment, packed and shipped specific to the items' needs to ensure that the freshest, most delicious sweet delight arrives at your door.
* Our cakes are made traditionally and fresh, which means that they are never stored frozen before an order has been made.
Yes we do! We ship nationwide too.
Unfortunately we're not able to ship to P.O. Boxes, APO boxes. We thank you for your understanding in advance.
Cakes on Broookies Bakery are traditional and handmade at a small family-owned Colorado Springs,Colorado, cake Studio.
Our general flat rate is $10.00USD per cookie cake.
We don't require a signature for delivery on most of our packages. That said, we do recommend opening your package soon after delivery to properly store. Broookies is not responsible for packages reported damaged due to a delay in opening, not following instructions correctly and/or not properly storing the package’s contents upon delivery.
The decision to leave an unattended package at your front door is solely up to the discretion of the driver. If your order is getting delivered to an office or communal living space, carriers may deliver the package to your front desk or mail room. If the driver feels it is safe to leave the package, then they will do so. We are not responsible for missed deliveries, sometimes resulting in a damaged product, because no one was home and the driver felt it was unsafe to leave it.
Once your package is in the shipping carrier's hands we have no control over the time they will deliver it. But, the good news is that both FedEx and UPS give you the ability to schedule your delivery times for all of your residential packages! and for that you can continue to the next question.
If you know that you are not going to be home and are worried about the delivery person not leaving your package at your door, we strongly encourage you to schedule your delivery window directly with FedEx or UPS. Their "Delivery Manager" platform is flexible and allows you to schedule the delivery of your package within a short time-frame to ensure you will never miss a package at your home again.
Once you receive your tracking email from us letting you know that your package has shipped, go to one of the below links to schedule a delivery time or a pick-up with whatever location/time that works for you:
For packages shipped via FedEx, Sign up for FedEx Delivery Manager:
https://www.fedex.com/en-us/delivery-manager.htmlFor packages shipped via UPS, sign up for UPS My Choice:
https://www.ups.com/us/en/track/ups-my-choice.page?WT.srch=1&WT.mc_id=ds_gclid:CjwKCAjw9LSSBhBsEiwAKtf0n5cRLOS6zUZ8E2YrUsnKybAu-2HXBX7cO6PJ4-8nN_8VC0DyvHYA4BoCWvsQAvD_BwE:dscid:71700000031307143:searchterm:sign+up+for+ups+my+choice&gclid=CjwKCAjw9LSSBhBsEiwAKtf0n5cRLOS6zUZ8E2YrUsnKybAu-2HXBX7cO6PJ4-8nN_8VC0DyvHYA4BoCWvsQAvD_BwE&gclsrc=aw.dsBroookies does not require a signature for the delivery of most of its packages. The decision to leave an unattended package at your front door is solely up to the discretion of the driver. If the driver feels it is safe to leave the package, then they will do so. If you live in a residential community, carriers may deliver your package to a mailroom or front desk. Broookies is not responsible for missed deliveries due to no one being home, letting the driver feel it was unsafe to leave it, or, if the package does require a signature and no one was home to sign.
If you plan to be away for the day of delivery, we encourage customers to arrange for someone to pick up the package and freeze or refrigerate the items as recommended.
It is the sole responsibility of the customer to notify a gift recipient of a pending delivery. While we do not require a signature for most of our packages, FedEx and UPS drivers will only leave the package at a recipient's door, or other secure location, if the driver believes it is 'safe' and reasonable to do so.
If the recipient is not available to receive the delivery and FedEx determines the delivery location is not ‘safe,’ Broookies is not responsible for a damaged product and/or additional shipping fees.
While Broookies and our partner carriers do everything in our power to ensure your order is delivered exactly when scheduled, in some instances early or late delivery may occur. Delivery dates provided to Broookies' customers are estimated due to reasons beyond our control.
Once an order has shipped from one of our partner shops, Broookies is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, inaccurate shipping information, or the service policies of our carriers. Your order may arrive earlier than expected due to shorter than anticipated transit time(s). We schedule our packages to ship in accordance with the delivery date selected, also based on the standard arrival window provided by FedEx or UPS.
Delays may also occur due to inaccurate shipping information provided by the customer. Broookies is not responsible for packages that are delayed in transit due to incorrect or incomplete shipping information.In anticipation of high package volumes (especially during holidays) or other uncontrollable events, we may have your order ship early to ensure that it arrives in good condition. Broookies reserves the right schedule arrival earlier than estimated to prevent delays, based on operational conditions.
Broookies does not require a signature for the delivery of most of its packages. However, it is ultimately up to the individual carrier as to whether they feel comfortable leaving the box at a home, even if a signature is not required. If the driver does not leave the package, you can call the carrier to arrange a pick up at the nearest shipping location that same day or wait for re-delivery the following business day.
Carriers typically make three delivery attempts before the product is returned. An estimated delivery time frame is presented on the product detail page. Please plan accordingly to be sure you receive the best quality product.
Residential deliveries are made between 8 AM-8 PM ( in your local time zone) Broookies is not responsible for packages that require a signature but are not delivered because no one is home to sign.
Once your package is in the hands of the carrier, we have no control over the time they will deliver it. But, the good news is that UPS or FedEx gives you the ability to schedule delivery times for all of your residential packages!
Once you receive your tracking email from us letting you know that your package has shipped, go the below link to schedule a delivery time or a pick-up location/time that works for you
Our cookie cakes are handcrafted in limited quantities. We highly recommend ordering your items in advance, especially during times of high demand like the holidays. You can place an order up to 8 weeks in advance through our checkout.
In some cases, the next available delivery date shown at checkout may be a few days or weeks away because we have hit our order limits on all previous dates or have temporarily paused shipping operations and are no longer accepting new orders for an earlier date.
Delivery times vary depending on where you are ordering from. This information can all be found at checkout, after you enter your shipping address.
Dear Customer this means we are experiencing high order volumes, that’s why your desired delivery date may no longer be available.
We recommend placing your order in advance when possible. We provide the option to request a delivery date up to 8 weeks in advance at checkout.
No, you don't have to serve them the same day. We strongly recommend you request order to arrive 1-2 days prior to when you need them. All of the products we showcase have been made and packed with the intention of letting you choose between serving them immediately or storing them for a later date. Just follow the instructions included in your box, most products will remain fresh in your fridge or freezer for a few days, if you wish to, even up to several months!
We do everything in our power to have your order arrive on the delivery date that you have chosen. Occasionally, items can experience delays due to bad weather or other unforeseen events. We are not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, inaccurate shipping information or carrier drop-off policies.
For this reason, we strongly recommend you request items to arrive 3+ days before you really need them.
All of the products we showcase have been made and packed with the intention of letting you choose between serving them immediately or storing them for a later date. Just follow the instructions included in your box, most products will remain fresh in your fridge or freezer for a few days, and if you wish, up to several months.
All cakes are final sale. Broookies does not accept returns on any items and is not responsible for packages returned to our kitchen by the carrier.
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: support@broookies.com to resolve the issue within 14 days of delivery.
Broookies does not offer refunds on any orders unless there was an error in the making of your order. In this instance, please contact our Customer Support team within 14 days of delivery at: support@broookies.com. If your package was damaged due to carrier-mishandling, thus causing damage to the contents, please contact our Customer Support team within 14 days of delivery at: support@broookies.com with photos and details about your damaged order. In this instance we will open an investigation with the carrier. We handle these inquiries on a case-by-case basis.
Broookies does not offer refunds for orders that are damaged beyond our control, such as extreme temperatures outdoors or within carrier facilities. If your order is affected by extreme temperatures, please contact our Customer Support team within 14 days of delivery at: support@broookies.com to report the issue, and we will contact the carrier. Each inquiry is resolved on a case-by-case basis.
We’re so sorry to hear this! Please contact our Customer Support team at support@broookies.com within 14 days of delivery with your order number as well as details and photos of the damage or defect. Please share photos that include:
-A photo of the area of concern
-Two full shots of the product (from the side and overhead)
-A shot of the packaging/box
We understand that sometimes items get damaged and we will work to resolve the situation quickly.
Sorry to hear that! Please contact our Customer Support team by sending an email to: support@broookies.com within 14 days of delivery. Please include your order number, the name of the product and tell us about the damage or defect.
We do our very best to pack your order perfectly. We understand that sometimes mistakes are made and we will work to resolve your issue as quickly as possible.
Customers are responsible for notifying their recipients that a perishable item is on the way, and for confirming that they are available to receive a package.
You have the option to notify them by opting in to shipping email notifications at checkout, and providing the recipient's phone number for delivery questions. Broookies is not responsible for packages reported damaged due to a delay in opening and not properly storing the package’s contents upon delivery. In this circumstance, please contact our Customer Support team at: support@broookies.com.
We're so sorry for the trouble with your gift! We're here to help.
Please contact our Customer Support team at: support@broookies.com within 14 days of delivery with the order number listed on your packing slip as well as details and photos of the damage, defect or wrong product. Please share photos that include:
-A photo of the area of concern
-Two full shots of the product (from the side and overhead)
-A shot of the packaging/box
We will work to resolve the situation quickly. For security reasons, we will contact the purchaser to notify them of the issue, and receive their authorization for any further activity on their Broookies account.Once you place an order with us you'll receive an email confirmation that will include a link to your order status page. This information will update as your order is prepared and eventually shipped. Additionally, you'll receive email notifications from us providing updates, such as "Your order has shipped" and "Your order has been delivered." These emails will include tracking information so you can follow your deliciousness on its journey from the cake studio to your door.
If you can't find that email or the tracking information, you can view your order history by logging in to your account page. From here you can click on any order to view the tracking information.
Depending on the shipping method it is normal for tracking information to not show movement until the late evening prior to your estimated delivery date. If there appears to be an issue with your delivery, please email us at: support@broookies.com for support.
If you need to update an address, or change a delivery date please contact: support@broookies.com at least 2 business days before the order is set to ship. We kindly ask customers to give Broookies time to act upon your request, for this reason 2 full business days is required and we cannot guarantee address changes if a request is made closer to the ship date than this.
Broookies is not responsible for refunds or replacements of orders with incomplete, invalid, or incorrect addresses. The customer is responsible for checking their confirmation email at the time of placing their order. Additionally, we are not responsible for packages sent to recipients who are not available to accept packages on the delivery date. We are not able to reship packages that are returned to us by the carrier. Please take this into consideration when selecting your shipping address for an order.
Although we do everything in our power to get your food to you on time, occasionally items get delayed due to bad weather or other unforeseen events. So we pack our cakes to remain fresh, and due the nature of the cookie cakes they will be remain fresh up to 7 days at room temperature if safely kept inside the plastic cover. Upon arrival just follow the instructions for serving or storing.
We at Broookies take enormous pride in every product we offer and strive to deliver them in the best possible condition on the requested delivery date. While there are many things we do to mitigate the risk of delaying, there are unfortunately some things outside of our control like the weather and transit delays once the package is in the hands of FedEx or UPS. As such, the shipping guidelines published on this website are not guarantees of a shipping or arrival date. Broookies is unable to guarantee time of delivery, as this is all subject to the local carrier. Most carriers will deliver packages anytime between 8 AM-10 PM. If you are placing an order for a time-sensitive event, we recommend placing your order early and scheduling it to arrive 4+ days before your event. A majority of our products can be refrigerated upon arrival to preserve freshness. In anticipation of high package volumes (especially during holidays) or other uncontrollable events, we may have your order ship early to ensure that it arrives in good condition. Broookies reserves the right schedule the arrival of your order earlier or later than estimated to prevent delays, based on operational conditions. Broookies is not responsible for delays in transit caused by high package volume, weather, mechanical errors, strikes, natural disasters, safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control. Broookies does not require a signature for the delivery of its packages. Customers are responsible for checking that all shipping information is correct before submitting an order as well as in their order confirmation email. If you need to modify the delivery address once your order has shipped, a $19 address change processing fee will apply to your order. Once an address modification is requested, carriers require one business day to process the change, which may delay the package. Broookies is not responsible for delays in transit caused by address modification. There are no returns, refunds or cancellations allowed on any orders that have shipped. All packages are shipped via UPS or FedEx and therefore we cannot ship to P.O. Box addresses.