Customer Service FAQ


Product Information

How to Order

Shipping Information

Returns

Custom/Corporate Orders

 
Product Information

Q: Are your products kosher?

A: Yes, our products are certified kosher dairy by the Kashruth Council of Canada.

Q: What allergens do your products contain?

A: Our products contain wheat, dairy, eggs, and/or soy.  Each product lists allergens on the label and ingredient lists can be viewed here. We have an allergen control program in place at our facility and if cross-contamination between allergens is at all possible it is noted with a "may contain" statement on the ingredient list.
Q: Are your cookies nut-free?
A: We do not have any nuts in our production facility.  We do everything possible to ensure all the ingredients we purchase are not contaminated with nuts of any type.  We obtain written documentation from each of our suppliers to show that the ingredients we purchase have not been contaminated with nuts.  All of our suppliers have food safety and allergen control programs in place to prevent cross-contamination.  All of the ingredients in our sugar and shortbread cookies come from suppliers that do not process nuts.  Some ingredients in our gingerbread cookies do come from facilities that process nuts, however those facilities have robust allergen control programs in place.
Q: Do you have food safety programs in place?
A: Yes, we have a GMP (Good Manufacturing Practices) policy and a HAACP (Hazard Analysis and Critical Control Point) plan implemented at our facility.
Q: What is the shelf life of your product?
A: As long as the cookie remains sealed in its original packaging, it has a shelf life of 6 months.
Q: How should I store your cookies?
A: Once you have opened the shrink wrapped package, any uneaten cookies should be stored at room temperature in a sealed package/container. In this case they will be good for approximately two months. Alternatively, you can store uneaten cookies in the freezer. As with all baked goods, the sooner they are consumed the better they will taste.
 
How to Order
Q: What methods of payment do you accept?
A: We accept Visa, MasterCard, American Express and PayPal.
Q: Will my card be charged right away?
A: Your card will only be charged once your order is ready to ship.
Q: Do you charge sales tax?
A: Yes, all orders will be taxed using the applicable tax rates for your shipping address.
Q: Is it safe to use my credit card on your site?
A: We have partnered with Shopify to process credit card payments securely. Shopify stores your credit card data and it is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only long enough to complete the transaction, after that it is deleted.
Q: Can I make changes or cancel an order once it has been placed?
A: Changes/cancellations may be possible provided the order has not yet been completed.  Please contact us at info@acoupleofsquares.com or by phone at 1-866-672-6979 as soon as possible to request a change/cancellation.
Q: How do I place an order as a gift?
A: If you wish to place an order as a gift, please check the box on the checkout page indicating the order is a gift.  We'll ship the order with a packing slip that omits prices.  We also offer a gift packaging option for an extra charge.  Gift wrap options are available on the product pages.
Q: Do you offer gift cards?
A: Unfortunately no, at this time we do not offer gift cards.
Q: I want to order a large volume of gift boxes - how do I do that?
A: If you wish to order more than 20 boxes, please contact us for pricing and customization information.

 

Shipping Information

Q: Where do you ship?

A: We currently ship to Canada and the United States.  Please note we cannot ship to PO boxes or to APO/FPO addresses.

Q: Can I pick up my order?

A: Yes!  If you are local to London, Ontario you are welcome to pick up your order at our production facility.  We are located at 501-B Nightingale Ave.  Fill in your local address in the shipping address field and a pickup option will appear on the next page.  Your order will be ready for pickup within 1 business and you will be notified by email.

Q: How much does shipping cost?

A: As a special during the holiday season, standard shipping via UPS costs $12 CAD across Canada and $14 USD across the United States.  We also offer Express shipping via UPS.  Express shipping charges are calculated at checkout based on the delivery address and weight of the parcel.

 

Q: Can I ship to multiple addresses?

A: If you wish to send gift boxes to multiple addresses, you will need to place multiple orders.  Each address will be charged shipping separately.

Q: How can I manage my delivery?

A: Once your order ships, you will receive an email with a tracking number from UPS.  If you need to make changes to your delivery, you will need to click on the tracking number in your email, then sign up for My UPS via the UPS website.

Q: What if I'm not home to receive my parcel?

A: We suggest shipping your order to an address where someone will be available to receive the parcel.  If no one is available, the UPS driver will either leave the parcel in a safe space (in an entryway, with the concierge, etc.) or the driver will leave a card providing instructions on picking up your parcel at a UPS location.  Alternatively, you can sign up for My UPS to manage your delivery.

Q: How long will it take to receive my order?

A: Orders will ship within 1 business day.  Please see the chart below for estimated shipping times via UPS.  Please add 1 day for rural areas.

DESTINATION GROUND EXPRESS
Vancouver (BC) 4-5 days 1 day
Calgary (AB) 3-4 days 1 day
Regina (SK) 3-4 days 1 day
Winnipeg (MB) 2-3 days 1 day
Thunder Bay (ON) 2-3 days 1 day
Toronto (ON) 1 day 1 day
Montreal (QC) 1-2 days 1 day
Saguenay (QC) 2-3 days 2 days
Fredericton (NB) 2-3 days 1 day
Halifax (NS) 2-3 days 1 day
Charlottetown (PEI) 2-3 days 1 day
St Johns (NL) 4-5 days 1 day

 

Q: Can you guarantee a delivery date for my order?

A: Unfortunately we cannot guarantee delivery dates.  Because of the Canada Post strike and the holiday season, UPS is experiencing increased volume levels and may experience delays.

Q: What is the cut-off for my order to arrive by Christmas?

A: Please view the chart below.  

City Last Date To Place Your Order for Christmas Delivery
Vancouver (BC) 13-Dec
Calgary (AB) 14-Dec
Regina (SK) 14-Dec
Winnipeg (MB) 17-Dec
Thunder Bay (ON) 17-Dec
Toronto (ON) 18-Dec
Montreal (QC) 18-Dec
Saguenay (QC) 17-Dec
Fredericton (NB) 17-Dec
Halifax (NS) 17-Dec
Charlottetown (PEI) 17-Dec
St Johns (NL) 13-Dec

 

Returns
Q: I'm not satisfied with my order.  What should I do?
A: If there is a problem with your order, please contact us as soon as possible at info@acoupleofsquares.com or by phone at 1-866-672-6979. We want you to love your purchase and if you don't, let us know and we will work to make it right!
 
Custom/Corporate Orders
Q: Do you make custom cookies?
A: Yes!  We love collaborating on custom designs.  Please note that the minimum order quantity for custom cookies is 1,000 pieces.  If your request meets this minimum, please contact us to get started on a quote.
Q: Do you offer corporate gifts?
A: Yes!  Please contact us to discuss options for your corporate gifting needs.