Refund & Return Policy

Effective Date: November 1st, 2025

At Kookies Cookies (also known as Kookie's Cookies), we are committed to providing high-quality homemade dog cakes, dehydrated treats, and dog birthday supplies. Please read this policy carefully before making a purchase.

Final Sale Items

Due to the perishable and customized nature of our products, all sales are final.
We do not accept returns or refunds for products that have been prepared or personalized, including:

Homemade dog cakes
Fresh-made treats
Custom-decorated or personalized birthday supplies

Damaged or Incorrect Orders

If you receive a product that is damaged, defective, or incorrect due to our production process or shipping, please contact us within 24 hours of delivery.

Fresh or perishable items:
Email us at info@kookiescookies.ca immediately with photos of the issue. Partial refunds or replacements may be offered at our discretion after verification.
Non-perishable items (e.g., birthday supplies, packaged treats):
Provide photos or evidence of the damage or error. We will offer a replacement, exchange, or partial refund depending on the situation.

*Photo or video proof is required to verify any claim before a refund or replacement can be issued.

Partial refunds may be provided if only part of the order is affected.

Order Change & Cancellation

Orders that are already in production (within 2 days of the delivery date) cannot be cancelled or refunded.
For example, if your delivery date is June 6th, please contact us by June 4th for any changes or cancellations.

Refund Method & Processing Time

Approved refunds will be issued to the original payment method within 5–7 business days after verification.

Third-Party Delivery Issues

Kookies Cookies uses flat-rate delivery and free pickup services.
While we strive for timely delivery, we are not responsible for delays, lost packages, or damages caused by third-party delivery companies.

If a delivery issue occurs, please contact us promptly. We’ll do our best to assist, but compensation cannot be guaranteed for third-party logistics failures.

Non-Refundable Cases

Refunds or returns will not be issued for:

Change of mind or ordering mistakes
Requests made within 2 days of delivery (orders already in production)
Delays caused by weather, couriers, or events beyond our control
Improper storage or handling after delivery
Any damage not caused by Kookies Cookies

If you have questions or need to report a damaged or incorrect order, please contact us at:
info@kookiescookies.ca.

We’re happy to work with you to resolve any issues within the limits of this policy.