Frequently Asked Questions


How do I place an order?

Place a nationwide shipping order online at any time at and select “Delivery (FedEx 2Day)” as your preferred receiving method during your checkout. Unfortunately, we do not take nationwide shipping orders by telephone or email. 

If you would like to pick up your cookies at your local Pink Door Cookies store, you can:

For local delivery orders, we offer DoorDash, Uber Eats, and Postmates. Your cookie orders for local delivery must be placed through one of these services. Links to our stores on each platform are below:

DoorDash –

Uber Eats –

Postmates –

How do I make changes to or cancel an order I already placed?

You may request a change to or cancellation of your order at any time before our fulfillment team begins working on your order, and we will do our best to accommodate your request. If the team has started preparing your order, however, we will be unable to change your order. Please note we cannot guarantee that any submitted request for changes can or will be made. 

To make changes to or cancel online orders for in-store pick up or nationwide shipping, please contact us at [email protected] or call us at (615) 882-1227. For emails, please provide your name, email address, contact number, and order number. If you call us, please be prepared to share contact information and your order number. 

For changes to or cancellation of orders placed with Uber Eats, DoorDash, or Postmates, please see the terms and conditions or contact support for the ordering platform you used to place your orders.

When will I receive my order?

Please see our Shipping Policy for our order processing and shipping schedule.

What do I do if I never received my order?

Oh no! Let’s fix this. Please review each circumstance below to see which one applies to you and how you can get a resolution:

Order not shipped. Each nationwide shipping order will result in the distribution of a shipping notification email. If you have not received a shipping notification email yet, please check your spam folder first. If you do not find a shipping notification email in your spam folder, but believe you should have received one, please reach out to us through our Contact Us form or [email protected]. Your email should include your name, preferred email address, preferred phone number, and order number. 

If you have received a shipping notification with a tracking number, but it does not appear as though your order is in transit yet, please allow 24 – 48 hours for the carrier system to update. If you do not see any updates regarding your order being in transit, please reach out to us through our Contact Us form or [email protected]. Your email should include your name, preferred email address, preferred phone number, and order number.

Lost in transit. If the tracking information shows that the order was shipped but your order did not arrive at the destination address you provided, please contact us through our Contact Us form or at [email protected] so that we can review your order to see if you are entitled to a full refund. Your email should include your name, preferred email address, preferred phone number, and order number.

Delivered but not received. If the tracking number shows that the order was delivered to the correct address, you will need to contact your FedEx, so that they can investigate as refunds are not issued for these. If the FedEx is able to confirm that its driver delivered the order and theft is suspected, we recommend contacting your local police department to file a report. We also recommend that you check with neighbors to ensure that the package wasn’t delivered to the wrong address.

Why does my order look different from what I ordered?

All orders are subject to availability of supplies. If an item becomes unavailable after we take your order, we may substitute an item of equal or greater value.

What if I didn’t receive an order confirmation?

If you did not receive an order confirmation via email soon after you submit your order, please contact us immediately at [email protected]. Do not attempt to resubmit your order, as it may create a duplicate order and charge your payment method again. 

Is my online shopping experience secure?

Yes, we use a PCI compliant processor (Square) to ensure the highest safety and security standards during every payment transaction. You can shop with confidence, knowing we have in place security measures to help protect the loss and misuse of information we collect from you. The padlock symbol in the URL bar on our website helps to identify a secure connection.

What payment methods do you accept?

We accept all debit cards from most issuers and major credit cards: American Express, Visa, Discover, and Mastercard. You may also pay using a Pink Door Cookies Gift Card.

When will my payment method be charged?

Once you submit your order during the checkout, your account will be charged.

Do you collect sales tax on orders?

We collect sales tax on orders placed for in-store pickup or local delivery. Sales tax collection on orders shipping via FedEx will vary. If you have questions regarding sales tax collection, please contact us through our Contact Us form or via email at [email protected].

What is the refund and replacement policy?

Please review our Refund and Replacement Policy for more details.

Is the information I provide Pink Door Cookies kept private?

Please visit our Privacy Policy to see how we protect your personal information.

Do you offer gift cards?

Yes, you can purchase both eGift Cards and physical Pink Door Cookies Gift Cards. You can read more about our gift card and related terms and conditions here.

Can I place a large order?

Yes! We do accept some large orders, which we consider to be an order of 5 dozen or more cookies, but we review each large order request on a case-by-case basis.  If you are interested in placing a large order, see Request a Bulk Order for a submission form.

How do I use a promo code?

During checkout, click “Got promo code?” under Order Details and input your promo code and then click the button “Apply Coupon.”

Shipping and In-Store Pickup

Do you ship cookies?

Yes! Please see our Shipping Policy for more details.

What are the shipping options?

Due to the perishable nature of our tastebud-tickling cookies, we ship all cookie orders via FedEx 2Day® under a unique packing and shipping schedule. See our Shipping Policy for more information.

Can I pick up my cookies at a local Pink Door Cookies?

Yes! During your online checkout, select “In-store Pickup (Free!)” and your preferred pickup date.

When can I pick up my cookies at a local Pink Door Cookies?

Online orders placed for in-store pickup can only be picked up on the next following day, if your order is placed before 6:00 PM Central time. Orders placed after 6:00 PM Central time will be considered an order placed the following day. As an example, if you place an order for in-store pickup on Tuesday at 7:30 pm Central time, it will be considered a Wednesday order and available on Thursday during regular store hours for pickup. 

Please stop by Pink Door Cookies in-person, if you need cookies immediately. We would like to meet you!

My cookies arrived damaged. What do I do?

Please email us at [email protected] or call us at (615) 882-1227. If you email us, please include your name, order number, and an image of the damaged cookies.

The Cookies

If I place an order for shipping, will these cookies be the same from the store?

Yes! These will be the very same tastebud-tickling cookies baked in a Pink Door Cookies store. Please note that we do freeze our cookies prior to shipping in order to retain the freshness.

Do your cookies contain tree nuts, milk, eggs, soy, peanuts, wheat, or any other common food allergens?

Some of our products do contain common allergens. You can read more about allergens in our Allergen Statement.

Can I place an order for custom cookie flavors?

Orders for custom cookie flavors are taken at the discretion of the executive pastry chef. If you are interested in a custom cookie order, you’re encouraged to send us a request via the Contact Us form or email at [email protected].

Do you have gluten-free cookies?

No, but we do offer a gluten-friendly cookie. This is a cookie that has a lower level of gluten that may meet the gluten-free requirements specified by the Food and Drug Administration, but due to the fact we also process cookies with gluten in the same the facility, the chance of cross-contamination is high. Please see our Allergen Statement for more information. 

Are your cookies Kosher?

Our cookies are not certified Kosher.

Can I freeze my cookies?

Yes, if you picked up your cookies from the store or received them through a local delivery service, such as DoorDash, Uber Eats, or Postmates. We recommend placing individual cookies in a sandwich bag before freezing. When you’re ready to treat yourself, simply pull them out of the freezer, and they’ll thaw quickly at room temperate. Don’t want to wait for them to thaw at room temperature? Feel free to place them in a microwave or toaster oven to get them thawed a lot faster. 

No, we don’t recommend freezing them if you received your cookies through FedEx. Our cookies are best to eat on the day you receive them. 

How do I store my cookies?

We recommend storing your cookies at room temperature in its Pink Door Cookies in-store pastry box or shipping box, if the cookies are individually wrapped.

How long will my cookies last?

Our cookies are delicately handmade by people, not machines, and contain all natural pastry ingredients with no preservatives, such as eggs, butter, flour, etc. If you picked your cookies up at a Pink Door Cookies store or received them through a local delivery service, such as DoorDash, Uber Eats, or Postmates, we recommend enjoying your cookies within 2 to 3 days from the day you receive them. 

If you received your cookies via FedEx, they are best when consumed on the day you received them.

Are the cookies individually wrapped?

If you place an order for nationwide shipping, your cookies will be individually wrapped and nicely nestled in pink crinkle paper within a recyclable, sturdy shipping box. Orders for in-store pickup or local delivery through DoorDash, Uber Eats, or Postmates will not be individually wrapped.


How did Pink Door Cookies get started?

Mathew Rice, premier pastry chef and Chopped Champion, founded Pink Door Cookies in 2020 when the Covid pandemic brought the restaurant industry to an abrupt stop, and he desired to supplement his earnings with his craft and love for creating pastries. Read more about the backstory to Pink Door Cookies here.

Where is Pink Door Cookies located?

You can find us at 321 Hart Street, Suite 309, Nashville, Tennessee 37210. We welcome you to stop by and say hello!

How do I contact your company if my question isn’t answered here?

You’re always welcome to reach out via our Contact Us page. We’ll be in touch within two (2) business days of your message.

How can I apply for a job with Pink Door Cookies?

We love that you are interested in joining the Pink Door Cookies team! We are always looking for bakers. Please send your resume to us at [email protected] and include your preferred method of contact. Due to the number of responses, we may not be able to reply to all submissions. We appreciate your understanding.