Frequently Asked Questions


How do I place an order?

Place a nationwide shipping order online at any time at

For local delivery and pickup, you can order through Uber Eats:

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 text us at (615) 882-1227. Please provide your name, email address, contact number, and order number. 

For changes to or cancellation of orders placed with Uber Eats, please see their terms and conditions or contact support.

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 once UPS has received the package. 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 UPS, so that they can investigate as refunds are not issued for these. If UPS 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 UPS 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

When I pick up my cookies, will they be individually wrapped or boxed?

Your choice! By default, our cookies are available individually secured in our cute resealable cookie bags. If you’d like them boxed, just add that note at checkout!

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 UPS 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! You can order for pickup through Uber Eats.

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?

These will be the very same tastebud-tickling cookies baked in our Pink Door Cookies Sylvan Heights 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?

We offer some wheat free variations of our cookies. Oatmeal Butterscotch is always wheat free. Because we process these cookies in the same location as gluten based cookies, we technically cannot call them gluten free.  Our wheat free cookies 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, there is a chance of cross-contamination. Please see our Allergen Statement for more information. 

Are your cookies Kosher?

Our cookies are not certified Kosher.

Can I freeze my cookies?

Our cookies freeze well in their resealable bags. If you ordered boxed cookies, 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. 

How do I store my cookies?

We recommend storing your cookies at room temperature in their Pink Door Cookies resealable bags. For longer preservation, store them in the freezer.

How long will my cookies last?

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

Are the cookies individually wrapped?

Our cookies are individually secured in cute pink resealable cookie bags. Perfect for a lunch box, or a big event!

Cute pink resealable bags? I wanna see!

Sure! :relaxed::unicorn_face:



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?

Please see our locations list.

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.