Policies
Charm City Creations – Custom Cookie Order Guidelines

 1. Ordering Process 

• All orders must be placed at least 2–3 weeks in advance.

• Orders needed within less than 2 weeks may be subject to a rush fee depending on complexity and schedule availability.

• To submit an order, customers must provide:

  • Event date

  • Theme or inspiration photos

  • Quantity requested

  • Any color or design preferences

  • Packaging requests (heat sealed, ribbons, boxes, etc.)

2. Deposit & Payment

• A 50% non-refundable deposit is required to secure your date.

• Dates are not reserved until the deposit has been paid.

• Final payment is due 7 days before pickup.

• Orders not fully paid by the deadline may be canceled without refund.

• Accepted payment methods: CashApp, Venmo, Zelle, Paypal, or credit card invoice.

3. Cancellations & Refunds

• Deposits are non-refundable under all circumstances.

• If the event is canceled or the customer chooses to cancel the order:

  • Refunds cannot be issued, as supplies, cutters, packaging, and planning begin immediately.

• If Charm City Creations must cancel due to an emergency, a full refund will be issued.

4. Design & Creative Rights

• All cookies are handcrafted and artistic variations will occur.

• Exact replicas of other decorators’ work cannot be guaranteed; however, similar styles and themes may be used.

• Charm City Creations reserves the right to adjust designs for aesthetic or structural reasons.

5. Changes to Orders

• Design or quantity changes must be requested 7+ days before pickup.

• After this time, changes cannot be guaranteed and may incur additional charges.

6. Allergies & Ingredients

• Cookies may contain or come into contact with:

  • Wheat

  • Eggs

  • Dairy

  • Food coloring

  • Tree nuts or peanuts (depending on kitchen environment)

• While every effort is made to avoid cross-contamination, all cookies are made in a home kitchen and are not allergen-free.

7. Pickup & Delivery

• Pickup location will be provided 2 days in advance of pick-up, unless other wise discussed.

• Pickup times are scheduled to ensure product freshness and flow of orders.

• If the customer is more than 30 minutes late, cookies may be left outside for pickup or rescheduling may not be available.

• Delivery may be available for an additional fee.

  • This fee is the standard federal reimbursement mileage, or at least $20.​

8. Storage Instructions

• Cookies are heat-sealed for freshness (unless otherwise requested).

• They remain fresh for up to 2 weeks sealed, and up to 3 months when frozen.

• Instructions for freezing and thawing will be provided upon request.

9. Photo Use & Social Media

• Charm City Creations may photograph and share completed cookies for marketing and social media.

• If a customer prefers photos not be posted until after their event, they must notify in advance.

10. Satisfaction Policy

• If there is a concern about the order, customers must notify Charm City Creations within 24 hours of pickup.

• No refunds will be given for:

  • Damage after pickup

  • Dissatisfaction based on personal preference

  • Minor artistic variations

11. Weather & Holiday Policies

• During hot weather months, customers are responsible for ensuring cookies are not left in heat.

• Holiday preorder sales may have separate policies, including payment-in-full requirements.