FAQs

FAQ

 

SOUTHERN HOME BAKERY & COOKIE COUSINS?

Cookie Cousins is now by Southern Home Bakery. Cookie Cousins beloved sugar cookies are still a mainstay in the bakery and online. Cookie Cousins now exists as an extention of Southern Home Bakery.

WHAT INGREDIENTS DO YOU USE FOR YOUR DECORATED SUGAR COOKIE?

Flour, Sugar, Butter, Cream Cheese, Egg Yolk, Salt, Pure Vanilla Extract, Powdered Sugar, Meringue Powder, coloring gel. PLEASE NOTE THAT THESE COOKIES ARE BAKED IN THE SAME KITCHEN AND WITH THE SAME EQUIPMENT AS OUR GOURMET COOKIES (see below for ingredients). Due to high volume, we are unable to take special requests for an alternative recipe.

 

WHAT INGREDIENTS DO YOU USE FOR YOUR GOURMET COOKIES & SOUTHERN HOME BAKERY DESSERTS?

Ingredients that may be used are flour, sugar, brown sugar, eggs, butter, milk, salt, pure vanilla extract, lemon extract, lemon juice, baking soda, baking powder, cocoa, cinnamon, molasses, nutmeg, ground cloves, peanut butter, macadamia nuts, pecans, graham crackers, oats, gluten free oats, powdered sugar, milk chocolate, dark chocolate, white chocolate, toffee, mint chips, M&M’s, raisins, craisins, pumpkin, marshmallow, jimmies, coloring gel. PLEASE NOTE THAT THESE DESSERTS ARE BAKED IN THE SAME KITCHEN AND WITH THE SAME EQUIPMENT.

 

WHAT IS THE MINIMUM TO PLACE AN ORDER?

We require a minimum of one dozen (12) cookies with a minimum of 12 cookies per shape/design per order. Dots are counted as “per pack”, and not per cookie. While our cookies are sold and priced individually, order quantities can be made in any amount larger than the minimum, and do not need to increase by dozen increments (ex. quantity of 17 cookies).

 

HOW FAR IN ADVANCE DO I NEED TO PLACE AN ORDER?

We suggest you place your order at least 4 days before your pick-up date, in order to avoid a rush fee. There is an automatic 20% rush fee added to orders placed less than 3 days prior to pick up. Rush orders cannot be shipped or delivered, as they do not allow for adequate drying time to package the cookies. Sundays are not included in our production timeframe. Once we hit our production limit, availability is subject to change.                  

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

For in store purchases, we accept cash, checks, and all major credit cards. Please make checks payable to Cookie Cousins. For all custom orders, please note that payment in full is required upon confirmation of order.

 

WHAT IS YOUR CANCELLATION POLICY?

                 

8+ Days Prior To Pick Up Date

Full Refund will be made in the form of initial payment*

5-7 Days Prior To Pick Up Date

50% of the total cost will be refunded in the form of initial payment*

Less Than 5 Days Prior To Pick Up Date

No Refund will be given*

            *The costs of cancelled orders are non-transferable

 

Order Change Policy

Southern Home Bakery and Cookie Cousins orders must to be placed at least 4 days prior to the pick-up/ delivery/ shipping date. This does not guarantee our availability to confirm order, as dates can reach capacity and are therefore booked. This allows ample time to complete production from start to finish. A 20% Rush Fee will be added to any cookie order placed 3 days or less in advance. Sundays and holidays are excluded from our production schedule, and will not be counted in our timeline of orders. To request any changes in your order, we will be available to chat on the phone or via email during our store hours. Southern Home Bakery cannot be held responsible for any time sensitive requested adjustments to your order that are made outside of our store hours.

 

 

WHERE AND WHEN CAN I PICK UP MY COOKIES?

Orders will be available any time from the designated pick up time slot to the end of the business day at our store. Our complete store hours are Monday-Saturday, 10:00am-5:00pm. Picking up orders before or after designated store hours will not be offered. Summer hours are susceptible to change without notice for walk-in customers; however, the store will remain open until at least all orders for the day are distributed. It is the responsibility of the customer to pick up orders by the end of business day of their requested pick up date. Cookie Cousins is not responsible for forgotten or late pickups. The desserts will be discarded for any orders not picked up 5 days after their original pickup date. Our bakery address is 2322 Edgewater Drive, Orlando, FL 32804.

 

DO YOU DELIVER?

                  We use a courier service to transport deliveries throughout the following ZIP Codes. Destination addresses outside of the listed areas will require shipment:

                                   

$10.00 Delivery Charge

32804

$15.00 Delivery Charge

32789, 32801, 32803, 32805

$20.00 Delivery Charge

32701, 32703, 32707, 32714, 32730, 32751, 32792, 32806, 32807, 32808, 32809, 32810, 32812, 32814, 32818, 32822, 32835, 32839, 34761

$25.00 Delivery Charge

32712, 32750, 32817, 32825, 32829, 34786, 34787

$30.00 Delivery Charge

32708, 32746, 32765, 32766, 32773, 32779, 32798, 32821, 32824, 32826, 32827, 32828, 32830, 32837, 33896, 34711, 34747

 

                  For a full description of our delivery procedures, please see (Link Delivery)

DO YOU SHIP YOUR DESSERTS?

We do offer shipping of our cookies to anywhere in the United States. The cookies are our only product which can be shipped or delivered. Our cookies are shipped through FedEx, and require enough lead time to account for both production and shipment of the order. We do not have the ability to ship rush orders, baskets, or cookie cakes, and unfortunately are not liable for any breakage or imperfections that may be caused throughout the process of delivery.

 

Included in the price of the shipping is handling as we have to carefully package each box with extra support. Each cookie is placed into a foam pouch and placed in to our boutique box. Paper shred is placed inside the box where there is remaining space to prevent any movement of the cookies. The boutique box is then placed inside a corrugated shipping box with foam peanuts to fill the extra space. We place “Fragile” stickers on multiple sides of the boxes. We pride ourselves on our packaging methods, which have been approved by FedEx as the safest way to ship our product.

 

For a full description of our Shipping/Handling procedures, please see (Link Delivery)

WHAT IF I WANT TO SHIP/DELIVER TO MULTIPLE LOCATIONS?

Every order that is able to be delivered/shipped may only arrive entirely at one location. If you are looking to send cookies to multiple different recipients, multiple orders must be placed. Our ordering process requires the order minimum (12 cookies) to be met, and only allows for one destination per each custom order in its entirety.

                 

HOW ARE THE COOKIES PACKAGED?

Included in the price of each order, our cookies are individually packaged in clear cellophane bags, tied with ribbon, and placed in our trendy boutique boxes. If specified ribbon style is not available, or we feel as though it does not coordinate appropriately with the icing color, Cookie Cousins staff will choose the best match. Rush orders without ample drying time will be placed in a flat box and cannot be bagged, tied, or shipped. Orders prepared for shipping require further packaging, which is included in the handling price. Each sugar cookie is placed in a foam pouch and extra shred is used to ensure minimal movement during transportation. The box is placed in a larger shipping box and labeled with fragile stickers.

WILL MY COOKIES BREAK?

We do our best to create a seamless order from start to finish, as each cookie is made with love. Unfortunately, our cookies are fragile, and we cannot promise they will remain in perfect condition once the cookies are transferred from our hands to our customers, courier service, or shipment team. We do everything in our power to prepare them for transportation, but cannot offer refunds for any breakage or imperfections that may occur.

 

WHAT IF THE COLORS ON MY COOKIES ARE OFF A SHADE OR BLEED?

Our product is entirely handmade from scratch. Due to the nature of our product, there is a risk of the icing colors bleeding or changing (darker or lighter) upon drying. We do our best to specifically match each detailed color, but cannot be responsible for any color changes that may occur post production.

 

LOGOS

Through Cookie Cousins, Southern Home Bakery offers printed image logo cookies for custom orders, but is not able to edit the images in any way. The exact .jpg or .png sent to us will be the exact image printed on your cookies. The images are printed “as is” using edible ink on edible paper. Similar to icing colors, some slight color changes may occur on logo cookies. White icing borders are suggested on logo cookies, as colored borders are more inclined to bleed onto the edible paper. The clarity of the image is based entirely on the quality of image that is sent to us. The size and quality of the .jpg or .png will directly determine the outcome of the cookies. Southern Home Bakery, LLC cannot be held responsible for subpar quality of image, if the image sent is equally as pixelated when enlarged to the size of the cookie.