STORE FRONT INFORMATION
Yes! We are located at 60 Pacific Court, Unit 3, London Ontario N5V3K4. Our store hours are: Mondays - Fridays, 9AM - 6PM and Saturdays 9AM - 12 noon. We are closed on all statutory holidays.
We do have some, around 80 to 90 different designs available but we do recommend ordering online as you may have specific design needs and size preferences from what is available in store. Shop from over 2,000 designs on our website :)
Yes, you can pickup your order, all order pickups are Monday - Fridays, at 60 Pacific Court, Unit 3, London ON N5V3K 9:00AM - 6:00PM and Saturdays 9:00AM - 12:00PM. We are closed on all statutory holidays. Note that current processing times will still apply to your order even if you are picking up. Ensure to select the "pick up" option when checking out so that you are not charged for shipping.
For all US and Canada orders, standard mail and Expedited options are available. Local orders can also opt for pick-up at no charge. For all other international orders, your order by default will be sent by standard mail. If you need expedited options, please contact us prior to purchase as the shipping time and fee will vary per country.
For US orders, we ship USPS for Standard mail orders, and UPS for Expedited Orders.
For Canada, we ship via Canada Post and UPS for standard mail, and UPS or Purolator for Expedited Orders.
For all International parcels, couriers may vary but we use APC Logistics or PostNL for standard mail. Final fulfillment will be via your local postal services. Tracking availability will vary depending on your country's services.
Please check the current processing times listed on the main header of the website, each product listing, and your email confirmation as this may change during a period of high volume orders. Delivery times do not include the processing times, and will vary depending on your country and method of shipping, but as a general rule delivery will be within these estimated time frames after we ship:
Canada - 4-8 business days or 1-3 business days depending on which expedited method you purchase upon checkout. Please note that for cities and provinces in the West (BC, Calgary, etc) it can take as long as 2 weeks at times for standard delivery.
USA - 5-10 business day via standard mail free shipping; 4-7 business days by USPS 1st Class or Parcel Select Ground, and 1-3 business days by Expedited mail.
Everywhere else - due to COVID, delivery times by standard mail have been varying greatly. Please expect that it can take quite some time to receive your parcel, anywhere from 6-8 weeks in some cases.
We ship all items worldwide.
We don't offer any rush processing at this time, but if you are in a time crunch feel free to email us at firstname.lastname@example.org before you order and we can verify if we can meet your deadline. Purchasing expedited shipping upon checkout only expedites delivery of your product once it ships, it does not change our processing time as we process all purchases in the order that they are received.
For all US orders, we use USPS First Class mail or Priority mail. All orders are driven directly across the USA-Canadian border for quicker processing and delivery, and less customs delays. We use UPS for expedited USA orders, and wholesale or bulk orders.
For all Canadian orders, we use Canada Post Xpresspost, or Purolator/UPS for expedited shipping.
For International mail, we use either PostNL, APC or Asendia mail. Tracking information may or may not be available depending on your country.
Your Tracking information will be available to you once your item ships out in your email confirmation or under your order profile if you created an account. Please note that for orders outside of the USA and Canada, we cannot guarantee that tracking information will be available as this is dependent on carrier availability.
If you have not received your parcel, if it was marked as delivered and you did not receive it, or if the tracking information has not updated for a period of time, please get in touch with us so we can assist with filing a lost parcel claim, or issuing replacements/refunds wherever applicable. We always want to make sure you get the products you need; we are here to help!
Please ensure your cart total is displaying a minimum of $70 CAD after any discounts and before taxes applied in order for the free shipping option to show.
Please ensure your cart total is displaying a minimum of $62 CAD or $45 USD before any discounts or taxes applied in order for the free shipping option to show.
Orders and Returns
If you placed an order and it has not yet been processed or shipped yet, we can cancel it for you but please note all cancellations are subject to a 10% restocking fee; these are fees we are charged by the payment processors/credit card companies and they do not get refunded back to us when we issue cancellations or refunds. If you need to cancel your order, please notify us within 24 hours.
Due to the nature of our cookie cutters, baking supplies and stencils being used for food, we do not accept returns once it has been dispatched from our warehouse. However, if you are not satisfied with your order for any reason, reach out to us and we'll make sure you are taken cared of :) For all other products on our site, please email us with your concerns so we can assist email@example.com
Yes we accept custom orders upon request, but we reserve the right to close the window for custom requests during our busy or peak season.
We do have a policy for custom orders: You must send us a clipart or drawing ready to convert to a cutter (cookie pictures do not count), let us know the size you need and when you need by. Please do not send us pictures of other Cookie Cutter shops' designs.
Our Custom orders will vary in processing time depending on our current volume. Please reach out to us via email firstname.lastname@example.org with the cutter information you need and when you need it by. As a general rule, it can be up to 1-3 weeks for a custom order.
If you need to cancel your order, please email us right away email@example.com. We do not accept cancellations if your order is already processed and being printed. If you need to add to your order, please message us as well so that we assist you with adding or changing your order.
Please get in touch with us via email firstname.lastname@example.org so we can assist you! If you do not receive a response immediately PLEASE CHECK YOUR JUNK MAIL FOLDERS!
Yes! STL's are now available on our digital studio: www.thecookierystudio.com. Please note registration for an account is required in order to access the website.
All our cookie cutters are 3D printed to order using only the best quality, food safe, biodegradable PLA which is derived from plant matter.
Our Cookie Cutters and Stencils are NOT DISHWASHER SAFE. Please keep away from heat as this will warp the material. Hand wash only in cool, soapy water and air dry.
All order confirmations and shipping confirmations are dispatched by the website automatically; if you do not receive any correspondence from our shop, please check your junk mail folders.