FAQ

Scroll down for more info on products, ordering for pick up & delivery and our app.

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PRODUCT faq

​HOW LONG DO THE COOKIES STAY FRESH?

Our cookies are baked fresh everyday. Because we use fresh, premium ingredients and no preservatives, they are best eaten within 3 days when kept at room temperature for optimal enjoyment...but let's be honest, who can wait that long?!

can i freeze the cookies?

Yes!  Freeze cookies in an air-tight container for up to 2 months.  To thaw, microwave for a few seconds, or put cookies in a warm oven for 1 minute.

are your cookies nut-free?

Unfortunately not.  While we do not put nuts in some of our cookies, there are some that do contain nuts. We bake all cookies in the same kitchen with the same equipment and cannot guarantee that anything is nut-free.

ARE YOUR COOKIES PEANUT-FREE?

We do not use peanuts or peanut products in our cookies.  Although we make every effort to ensure that our products are peanut-free, peanut-free certification requires that even the suppliers of ingredients are peanut-free as well.

what is your most popular gift item?

The Cookie Bouquet is hands down the most popular gift item year-round for all occasions.  Yes, even for men!

do you have gluten-free or vegan products?

Sorry, we do not have gluten-free. Vegan cookies are available in frozen dough only. 

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pick up faq

do i need to order ahead for pick up?

Walk-ins are welcome anytime.  We do encourage pre-ordering for your convenience.
Perks of ordering ahead:

• Get the cookie flavours you're craving.  We bake to order and have a limited selection for walk-ins.
• Pay before you arrive and you'll get in and out quicker.
• See our full selection of cookies and gift items including pictures and pricing.
• Earn points towards free cookies in the future.

why do i have to pre-pay for a pick up order

If you would like us to place any of our products on hold for a specific pick up day and time, we require pre-payment to ensure your request is fulfilled. Unfortunately, we have seen an increase in customers ordering and then not showing up resulting in a loss of product that was set aside for them. We kindly as that you pre-pay for any order you would like to schedule for pick up. 

what do i do when i arrive for a pre-order?

Have your name and the last 4 digits of your telephone number ready. You can walk into the store to pick up your order and/or pay.  

can i add a gift tag or ribbons to my items?

Yes!  Please put in any requests under Special Instructions when you order.  We'll do our best to accomodate.

How do I know if my online order is confirmed?

If you've placed your order successfully, you should receive an automatic email with your order number and details. Please check your spam/junk folder for the email!

Can I choose a specific date/time to pick up?

Absolutely! You can choose any day from Monday - Sunday from 10am – 5:30pm.  When ordering online, if you're having issues selecting the time, please make sure that you have the right am/pm set. 

i won't be able to make it for my pick up time. what do i do?

To pick up later than your scheduled time, there's no need to call us.  You have until the end of the day (6pm) to pick up your order.
To pick up earlier than your scheduled time, call us and we'll try our best to accomodate!

can i choose the quantity of the cookie flavours?

Yes!  When ordering online, scroll down the list of available flavours and select the quantity you wish. 

i'm ordering online for a pick-up right now.  your "asap" option is in 30 mins.  can i have it faster than that?

​We strive for an average turnaround time of 10 mins.  Depending on how busy we are as well as the availability of certain flavours, it can take up to 30 mins. for us to fulfill your order. When it's ready, you'll receive a notification or an email on your phone and you can come in anytime after that!

WHY CAN'T I SEE ALL YOUR COOKIE FLAVOURS ONLINE?

We update our menu based on current availability.  If a flavour is not available, it means we are currently sold out.

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​delivery faq

​​WHERE DO YOU DELIVER?

Toronto/GTA, Markham, Richmond Hill, Stouffville, Aurora, Newmarket, Vaughan/Woodbridge, King City, Mississauga, Brampton, Oshawa, Oakville, Whitby, Ajax, Pickering, Bolton, Bradford, Kleinburg, Milton, Gormley.

WHEN DO YOU DELIVER?

​Local delivery is available Monday to Saturday.

HOW EARLY CAN YOU DELIVER?

We offer 3 levels of delivery service to most locations Monday to Friday. Saturday offers only basic delivery.
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BASIC DELIVERY:  Business by 5pm / Home by 7pm
*Please note: Due to high volume, deliveries to homes can arrive after 7pm*

RUSH DELIVERY:  By 3pm

DIRECT DELIVERY:  By 1pm
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Delivery charges vary for each option.  On the checkout page, input the address and you'll see the options and delivery charges.

​HOW MUCH IS DELIVERY?

 Delivery charges are based on postal code and order quantity.  Your delivery options will be shown in the checkout window. 

​WHEN CAN I PLACE MY ORDER?

You can order as early as 4 weeks before the delivery date.  The latest time to order is by 9pm the day before.
NOTE: We book up early on certain days and especially holidays - please order early to book your spot!

can you deliver on the same day?

Please CALL and leave us a voicemail before 10am, Tuesday to Friday.  We will do our best to call you back if we have availability.

can i track my order online?

​Sorry, we do not have a system for online tracking.  We'll call you if we have any questions about your delivery.  Otherwise, you can be sure that we'll have it completed.  Curious if your delivery has been completed?  Feel free to call us on the afternoon of the delivery day and we'll check with the courier.

can i change / cancel my order?

To request a change or cancellation, please EMAIL us with your order number and details.  We'll do our best to accommodate you.  Depending on the nature of your request, we may not be able to change order details or cancel orders within 2 days prior to delivery.

delivery terms & conditions

INCORRECT ADDRESSES
We accept address changes up to the day before delivery via phone (905-479-2172) or email ([email protected]).  Once your order is sent out, additional charges to change the address will apply.  Depending on availability, in some cases, our courier will not be able to reroute your order on the same day.  In this event, you agree that you will not be offered a refund.

HOME DELIVERIES

RECIPIENT IS NOT HOME
The courier will ring the doorbell and if no one answers, they will leave the package at the front door.  When possible, the package will be left in a discreet location (ie. behind a screen door). Everyone loves a surprise, but to avoid any potential issues, we strongly suggest you let the recipient know that they will be receiving a surprise on that day. If there is a unit number for a housing complex, and you do not provide it, we will make every attempt to contact the numbers given on the order (recipient and yourself). If we are unable to reach you, and delivery cannot be made, Felix & Norton will not be responsible for the package and you will not receive a refund. All delivery information must be provided in order for us to successfully make a delivery.

APARTMENTS
To increase the chances of safe delivery, it's advised to let the recipient know to expect a surprise.  In the 'Special Instructions' please leave the BUZZER CODE to enter the building.  In the event that the recipient and/or building manager is not available to receive the delivery, Felix & Norton will not be responsible for the package and you will not receive a refund.

CONDOS
Please check with the concierge that they will accept food items.  To increase the chances of safe delivery, please also let the recipient know to expect a surprise and ask them to inform their front desk.  Our courier will do their best, but sometimes the concierge will refuse to hold the package.  In this event, Felix & Norton will not be responsible for the package and you will not receive a refund.

WORK DELIVERIES

RECIPIENT IS NOT AT WORK
Our courier will leave the package in the care of someone else at the place of work. All packages are clearly marked with the recipient's name on it, with the intention that the package will be passed onto the right person when they arrive back at work. 

DELIVERY TO LARGE OFFICE BUILDING
In most cases, our courier is redirected to the mail room.  All packages are clearly marked with the recipient's name on it for the mail room staff to deliver the package.  Please note, once our courier has left the package at the delivery address, we are not responsible for its safe and timely delivery to the recipient.

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app faq

how do i order on your app?

To place an order on our app, please download it on the App Store or Google Play Store and register for an account.  Once you have an account, you can place your order under the “order” section of the app. 

I registered for an account in-store, now what?

If you already have a registered account/phone number in our system, please select “Connect in store account” after downloading the app and fill out the required information. Make sure to fill out the phone number you are ALREADY registered with.  Not sure which number you used? Send us an e-mail and we'll help you out. When you shop in store, be sure to let us know you have an account so we can issue your rewards!

I placed an order but I don’t see the points in my account.

If you ordered through our app or website, the points will be added to your account automatically.  If you do not see the points in your account, go to the home screen or the app (where your points are displayed) and drag down to refresh.  You will now see the most updated version of the points in your account! 
Looking to redeem points? No problem. You will be awarded a coupon when you have earned points in store and online. Once you have reached 750 points you receive a $5 coupon. At 1,750 points you will receive a $10 coupon. When you have reached 4,250 points you will receive a $35 coupon. Please note that only one coupon per day per customer can be redeemed. Points are not valid toward delivery fees. Coupons can be redeemed on purchases in-store, on our app, on our website or for delivery orders. Minimum order amount must be equal to or more than the value of the coupon to be eligible to redeem it.

I can't remember my password and when I try to reset it, I get an error message. 

Click here to reset your password. 

For more assistance, please call or email and we'll be happy to help.

how do i add my birthday?

You can add your birthday when you register for your account. If you did not do this, please email us with the name and phone and/or email that is registered and let us know the month and day of your birthday.  We'll make the change and confirm with you. Registered customers who have shopped in store or online within the last year with a minimum purchase amount of $50 over the course of the year will automatically receive a birthday voucher for 6 free cookies*! (*one coupon per customer per day. Delivery charges apply where applicable)

what do you do with my personal information?

Any information you provide us is kept strictly confidential and for our use only.  We do not share your information with anyone else.  If you opt in to receive emails and text/SMS messages, about once a month we will send you news about new cookie flavours or anything exciting that's happening.  If you prefer to not receive anything, simply opt out or call/email us and we'll opt out for you.

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have more questions?

E-MAIL: [email protected]