FAQ and Policies
Frequently Asked Questions (FAQs)
About Our Products
Q: What makes Charlie Chestnut Bakehouse products unique?
A: We exclusively use premium chestnut and organic unbleached flour as the base for our baked goods. This ingredient gives our products a distinctively richer, naturally sweeter flavor and a superior, moist texture that is unmatched by traditional wheat-based baking. Moreover Charlie Chestnut uses traditional French baking techniques that result in a superior cookie taste.
Q: What is the difference between Frozen Dough and Baked Cookies?
A: Our Frozen Dough Pucks are ready-to-bake and are shipped in insulated packaging for you to bake at home anytime. Our Baked Cookies (Coming soon) are ready-to-eat and are primarily offered for wholesale/institutional clients, though we offer limited seasonal packs online.
Q: Are your products gluten-free?
A: No, our products are not gluten free. Our recipes use some organic unbleached wheat flour alongside NON GMO chestnut flour.
Q: How should I store the frozen dough?
A: Keep the dough pucks sealed in their original packaging and store them in your freezer at -18C or 0F until you are ready to bake. This temperature ensures the dough's quality and can be maintained for at least 180 days
Ordering and Shipping
Q: Where do you ship?
A: We currently ship across Canada via expedited courier service. We are working on expanding to the US market soon!
Q: How long will it take for my order to arrive?
A: Because our products are temperature-sensitive, all orders are shipped via same-day and 1-2 Day Express courier. We only ship orders Monday through Friday to avoid weekend transit delays.
Q: How is the frozen dough packaged to stay cold?
A: We use robust thick-walled insulated liners inside a custom shipping box, along with commercial-grade frozen gel packs (or dry ice for longer transit zones) to ensure the dough remains chilled or frozen until it reaches your door. (Dry Ice Safety)
Q: What should I do if my dough arrives thawed?
A: If your dough arrives slightly cool but still firm to the touch, it is safe to refreeze or bake. If the dough is fully warm or hot, please refer to our Shipping Policy for immediate action and contact us immediately.
Shipping Policy
Charlie Chestnut Bakehouse is committed to ensuring your artisan products arrive safely and in perfect condition. Please review our specialized shipping policy for perishable goods.
Shipping Methods and Timing
1. Same Day and Expedited Service Only: Due to the temperature-sensitive nature of our frozen dough, we only ship via expedited 1-2 day courier service to maintain quality and safety. Standard shipping options are not available.
2. Shipping Days: Orders placed after Friday at 10:00 AM EST will be processed and shipped the following Monday. This prevents packages from sitting in non-refrigerated transit hubs over the weekend.
3. Delivery Responsibility: It is the customer's responsibility to monitor the tracking link provided and ensure someone is available to receive the package or bring it inside immediately upon delivery. We are not responsible for packages left outside after delivery.
Shipping Fees
Shipping fees are calculated at checkout based on the weight, destination, and the cost of the expedited, insulated service.
Flat Rate Zone: Example: Please refer to our shipping page for current rates and zones.
Free Shipping Threshold: All orders over $99.00 (or specific threshold) qualify for free expedited shipping.
Damaged or Thawed Shipments
We guarantee the condition of the product upon arrival.
If your package arrives severely damaged or if the product is warm to the touch and spoiled, please do the following:
1. Do not consume the product.
2. Take clear photographs of the exterior box damage and the product inside.
3. Email us immediately at shipping@charliechestnutbakehouse.ca within 4 hours of delivery with your order number and the photos.
We will review the evidence and, if the damage is verified, we will issue a full refund or send a replacement shipment at no extra cost.
Return and Refund Policy
Given the perishable nature of our products, our return policy is governed by food safety and quality assurance protocols.
1. No Returns Accepted
Due to food safety regulations, we cannot accept returns or exchanges on any food product, including frozen dough and baked cookies. All sales are final.
2. Refunds for Quality Issues (Our Error)
We will issue a full refund or replacement under the following conditions:
Shipping Damage/Spoilage: If the product arrives spoiled or warm due to a failure in our packaging or the courier's timeline (as covered in the Shipping Policy).
Order Error: If you received the incorrect item (e.g., ordered Signature Charlie Chestnut Chocolate Chunk but received the Harvest Oatmeal Raisin Cookie).
3. No Refunds for Customer Error
We cannot offer refunds or replacements for issues resulting from customer actions, including:
Missed Delivery: Packages that are delivered successfully but are left outside or unattended and subsequently spoil.
Change of Mind: We cannot refund based on taste preference or change of mind.
Incorrect Address: Orders shipped to an incorrect address provided by the customer at checkout.
How to Request a Refund:
All requests must be submitted via email to shipping@charliechestnutbakehouse.ca within 24 hours of receiving your order, along with visual proof (photographs) of the issue and your order number.