Shipping Policy and Guarantee

Our Freeze-Proof Guarantee: Shipping Policy & Assurance

At Charlie Chestnut Bakehouse, we specialize in delivering the finest, flash-frozen cookie dough pucks right to your door. We know ordering frozen food online requires trust, which is why we back every order with our Freeze-Proof Guarantee.

1. Charlie Chestnut's Freeze-Proof Guarantee

We guarantee your dough will arrive cold to the touch or frozen. If your dough arrives completely thawed (room temperature) or the package is damaged, you must notify us in writing within 4 hours of delivery at shipping@charliechestnutbakehouse.ca with clear photo documentation.

If your order arrives completely thawed, warm, or otherwise compromised due to transit delays or inadequate packaging, we will either:

Issue a full refund for the compromised product, OR
Immediately send a replacement order at no additional cost to you.

We ask that you inspect your order immediately upon arrival and notify our support team within 4 hours with photos of the damaged packaging and/or thawed product.

2. Our Shipping Standards and Methods

We utilize premium packaging and expedited services to protect your dough.

 Detail | Standard 

Shipping Service: We ship exclusively via Same-day, Overnight or 1-Day Express Courier. We do not use ground services that exceed a 48-hour transit time.
Cut-Off Times: Orders placed after 10 AM on Fridays will ship the following Monday to avoid transit delays over the weekend. 
Packaging: All orders are packed in thick-walled insulated liners with a specific volume of commercial-grade dry ice or gel freezer packs, optimized for the expected transit time to your zone. 

3. Customer Responsibilities

For the Freeze-Proof Guarantee to remain valid, we require the following from the recipient:

Accurate Address: You must provide a complete and accurate shipping address. We cannot refund orders delivered to incorrect addresses provided by the customer.

Mandatory Address Components: Addressee name (the recipients full name or company name), Complete street address including unit/suite/apartment number, civic number, street name, street type abbreviation, and directional suffix if applicable) The unit number must be separate from the civic number by a hyphen (e.g. “305-123 Main St NW”), Province or territory abbreviation and complete accurate Postal Code. Please ensure correct spelling

Recipient Availability: The package does not require a signature, but the recipient must be available to bring the package indoors and place the frozen dough into a freezer within 1 hour of delivery notification. We are not responsible for orders that thaw after being left outside for extended periods following delivery confirmation.

Notification: You must report any issues (completely thawed product) to our support team within the 4-hour inspection window following delivery.

Have a question about your order?
Please contact us immediately at shipping@charliechestnutbakehouse.ca