FAQ Print

Shipping

How much is shipping?

Shipping rates are based upon the delivery method, weight of your order and the destination address. Because each order is different, we do not have flat shipping rates. If you need to know the shipping cost for your order, simply add the items to your cart and add your address information. The following screen will provide you with various shipping options (ex. Standard, Expedited, Express, etc.) and the cost of each shipping service to your exact location.


How long will it take for my order to ship?

Domestic orders are shipped within 1-2 business days from the time of purchase, not including holidays and weekends. Please note that during the holiday season, we may be further delayed. Our packaging facility is in operation 5 days a week to ensure that your item is shipped as promptly as possible. Please note that the shipping option you select during Checkout (standard, expedited, overnight) is added to the processing time of the item. Please consider this when ordering. International processing times will vary depending upon the size of the order. Larger international orders will fall under our "special order" processing times.


How long will it take for my order to be delivered?

Delivery dates will depend upon the type of shipping you selected during checkout. Transit times for US orders are listed beside each shipping method as you proceed through checkout. International transit times are not listed as they vary by country and the speed that your country takes to clear your order through customs. Typical delivery times for domestic (US) orders are:

Standard: 1-2 business days processing + 2-7 business days shipping

Expedited: 1-2 business days processing + 2-3 business days shipping

Express: 1-2 business days processing + 1-2 business days shipping

**Most orders are only subjected to only a 1 business day processing time, on rare occasions 2 business days. This allows us time to process the order, package it safely and appropriately and have it shipped.


Are my delivery dates guaranteed?

We utilize the services of USPS (US Postal Service) as the main shipping courier for orders. While it is rare that a package arrives to a buyer late, our delivery dates are only estimates that are based upon the estimated transit times provided to us by USPS. If you need your item to be guaranteed for delivery on a specific date, please feel free to contact us via email or phone so that a customer service specialist may assist you in determining the proper shipping service needed for your order.


What shipping information should I supply?

Please provide an address that US Mail delivers to. If special instructions for delivery (ex. leave at side porch) is required, you must add that into your address at Checkout (ex. Line 2 = leave at side porch). If shipping to a business or commercial address, the name of the business must be provided. It is common for USPS to refuse delivery to a business address if only a personal name is provided. Please note that only the information listed as your shipping address at Checkout will be displayed on your shipping label and no changes can be made to the address once the payment has been completed. Please note that USPS (US Postal Service) may require a signature for some packages should the carrier feel it is unsafe to leave your package in your mail receptacle and may require pickup at the local post office if you are unavailable to sign for your order at the time of delivery.


What carriers do you use for shipping?

Currently, most orders are shipped via USPS (US Postal Service). However, larger orders may ship via UPS or FedEx.


My package shows as being delivered, but I have not received it?

You can track the progress of your package by using the tracking number provided on your order information page, if available. When the item is delivered at your address, the courier (USPS, UPS, etc.) will scan the package as delivered. If your package states that is has been delivered, but you have not received it, please first double-check with all members of your household and in surrounding areas of your address. Carriers may leave a package on a porch, tucked inside a door, etc. If you still cannot locate your package, please contact the courier who delivered your package (ex. US Postal Service, UPS, FedEx, etc.). You may notify our company as well, however, all major couriers will require the recipient (you) to make a dispute against a delivery scan. These couriers will not allow our company to make that dispute on your behalf. For this reason, while we are happy to assist in any way possible, the quickest method in determining where your package is located is to contact the courier directly with your tracking number and address and explaining the situation to them. Most all issues surrounding non-delivery are quickly resolved this way.



Ordering

I have placed my order, but need to change it?

Once a order has been placed and paid for, the only changes we can make to the order is to cancel it in full. We are unable to change quantities, substitute styles or delete an item from your order. However, we can make changes to the shipping service level (ex. change from Standard shipping to Expedited shipping) if needed. To complete a shipping service level change, you will need to contact us via phone to complete this change.


I have a coupon code. How do I apply it and what is it good for?

Coupon codes can be applied by clicking on the “Show Cart” link in the upper right corner of the page and inserting the code in the coupon code box under the Shipping Estimator. Coupon codes can only be applied to cookie cutters. Decorating accessories such as Americolor Food Colorings, Wilton branded products, tips, piping bags, etc. are excluded. Shipping costs are also excluded from coupon codes.


Can you produce a custom design?

Absolutely. Unfortunately, to justify producing a new style, we must have a minimum of 2000 pieces ordered. If you do not need this quantity, you may want to order our “Design Your Own” Cookie Cutter Kit available in the “Sets” category. With this kit, you are given tooling and tinplate to bend and shape into your own design. If you are interested in a special order of 2000 pieces or more, we will be happy to assist you in producing your design. The price will be based off the size of the cutter. The design will take about 3-4 weeks from the time the final artwork is approved to be manufactured. If interested, please This e-mail address is being protected from spambots. You need JavaScript enabled to view it at with an image of your design and the needed dimensions. We'll be happy to provide you with a quote for producing your design.


 


Cookie Cutter Care Information

All tin cookie cutters are hand molded from tinplate, the industry standard of quality for years. Tinplate consists of thin sheets of steel, for everlasting durability, coated with tin on each side. Tin cookie cutters will not rust unless deeply scratched to the steel core or unless exposed to moisture.

To ensure a lifetime of use, simply hand wash your cutters in warm, soapy water and dry promptly and thoroughly. Always use a soft cloth or sponge. Never use abrasive cleaning materials, metal scouring pads or any detergent that contains alkali or acid. For added protection, you may choose to enhance the drying process by placing your cutters in a slightly warmed oven, turned off, for 2-3 minutes. Also, you may take a hair-dryer on warm or hot setting and dry your cutters to ensure there is no trapped moisture.

Store all metal cutters in a cool and dry place.

 

 

 

 

Measurements

We try very hard to have accurate measurements for each cutter. However, please understand that size dimensions may be rounded to the nearest quarter or half inch. For this reason, the size listed is an approximation of the size of the cutter. Periodically, a manufacturing change will occur with a cutter that may alter its dimensions. When this occurs, we try to promptly adjust the measurements provided. Also, our "mini" cutters range anywhere from 1" to 1.75". No mini cutter will be larger than 2".

 

 


Returns

General Return Policy

You may return new, unused items sold by The Cookie Cutter Company within 30 days of your order date for an exchange or refund of the purchase price (minus shipping). If your order originally received free shipping, we will deduct the actual cost of shipping from your refund.  Items should be returned in their original product packaging and must be accompanied with a Return Merchandise Authorization Number (RMA) and form. Please This e-mail address is being protected from spambots. You need JavaScript enabled to view it with the information listed below, and we will guide you through the process and supply you with the RMA form and number to use when returning your purchase. Please note that no return will be accepted for any reason without an RMA form.

  • Order Number
  • Date of Original Purchase
  • Reason for Return
  • Your email address and telephone number

Please note that the customer is responsible for the all associated costs, including shipping costs, for all returned items. Please use a trackable shipping method for your return(s). You should expect to receive your refund within 14 business days of The Cookie Cutter Company receiving your merchandise; however, in many cases you will receive a refund more quickly.

Please note that we do not accept returns on special orders.


Incorrect Item Received / Defective Items

Should an item arrive damaged or defective or not be the product you originally ordered, please contact us and we will happily resolve your issue immediately. Please note that no return will be accepted for any reason without an RMA form accompanying the return. Upon receipt of the damaged or incorrect goods, a product specialist will inspect the merchandise and promptly ship a replacement for the correct item. Should an item be returned as damaged and a product specialist determines otherwise, you will be notified of the conclusion and the original merchandise will be returned to you.


Partial Refunds

Should a package be returned to us by the courier (USPS, UPS, FedEx, etc.) as “Refused”, “Undeliverable as Addressed”, “Unclaimed”, “Unable to Forward” or “Unknown Address”, or for any other reason where The Cookie Cutter Company is receiving a package returned after a valid attempt by the courier to deliver to the address listed as the shipping address on the order, we will contact you via email upon receipt of the order back to our company. The buyer will have the opportunity to have the package reshipped once they have updated their address. However, the buyer will incur the cost of the postage to have the item reshipped. We do not refund shipping originally paid on packages returned by the courier for such reasons as listed above. It is the buyer’s responsibility to reply to our communications within 5 business days. After 5 business days, the order will be restocked and a 15% restocking fee will apply. All communications will be initiated to the email address associated with your order.


Refunds for Late Delivery of Express Packages

If you choose to have a package sent via Express service and the package was not delivered, or attempted for delivery, by the end of the day (7:00pm local time) on the last day of your estimated delivery date, you may contact us directly to request a refund of shipping costs associated with your order. Please note that we do not refund shipping for the following conditions:

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  • You chose a shipping service other than Express
  • The delivery address as incomplete or inaccurate
  • The shipment had to be forwarded to another address
  • The carrier attempted delivery, but you were unavailable to sign for the package
  • The shipment was delayed by any circumstance beyond the control of the courier, including, but not limited to: war, riots and revolutions; acts of sabotage and piracy; acts of terrorism; natural disasters and weather; acts of authorities or external strikes affecting the courier's ability to handle the item or provide transmission of the item.