Shipping policy

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 that your frozen cookie dough pucks will arrive in a safe, frozen, or partially frozen/very cold state—ready to be transferred immediately to your freezer.

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 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 [Specific Time, e.g., 12:00 PM EST] on [Specific Day, e.g., Wednesday] 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 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 4 hours 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 charlie@charliechestnutbakehouse,ca or 905.541.0135.