Our Most Frequently Asked Questions, Answered
If you have a question you don’t see below, please let us know.
Can I phone or email an order for pick up?
You sure can! The best way to place an order is through our online ordering system found on our website. However, you can always contact one of our locations by phone or email and a Whimsy Fairy will be happy to assist you with placing an order. Please be aware that due to high demand for our yummy cookies and during peak holiday times, any custom order placed with our Memphis HQ requires at least a 3 day notice prior to picking up or shipping.
How far in advance should I place my order?
If picking up cookies out of our case the same day, we need a 2 hour window. If shipping cookies out of our case, we need at least 1 day notice, before they are shipped. If you need to place a sugar cookie order, we need at least a 3 business day notice before your order can be picked up or shipped. Any specialty cookies (ie: Gooey Butter cookies, chocolate chip, chocolate chip stuffed wit oreo, and Buttercream sandwiches) ordered online can be shipped in 1 business day. If you need cookies earlier than our policy states, there will be a 20% rush fee applied and must be paid in full before we can process the order.
Do you accept call ahead orders for same day pick-up?
Yes, we do! You can call ahead at one of our locations and we can pull case cookies for you. We do ask for a two hour window before picking up. However, we are not able to accept same day pick-ups of our custom orders from Memphis HQ or pre-designed sets online at any of our locations. We need at least 3 business days notice.
Do I need to pre-pay?
Yes! All orders, whether they are call-ahead order for case cookies, a custom order, pre-designed sets online, must be paid in full before an order can be booked on our calendar. However, we do offer a fully stocked case with a variety of different designs and specialty cookies that are available to purchase when you walk-in the store.
Will you have the same sugar cookies every week in your case for walk ins?
Since we make the cutest and absolutely most yummy sugar cookies ever and love to offer our customers a wide variety, we change our designs on a weekly basis. We will always have our signature Pink and White striped cookies, happy face and swirl cookies along with birthday, girly, manly, holiday and seasonal themed cookies. We have something for everyone!
Can custom sugar cookie orders be placed in all Whimsy Cookie Co locations nationwide?
Yes, all Whimsy locations can produce “one of a kind” custom cookies. You can order any of the custom cookie sets listed under ORDER ONLINE in the Whimsy Cookie website, as well as edible images and cookies with initials at all Whimsy Cookie locations.
How do I place a custom order?
What is the minimum number of cookies for a custom order?
We have a minimum of 12 cookies per order and a minimum of 3 cookies per shape/design and 1 theme per order. We include 3 colors per order. Each additional color requested is $1 more per dozen cookies.
What are your package options?
We offer several package options for cookies: heat sealed bags, cello bags wrapped and tied with ribbon or boxed.
Do you deliver locally?
We do not deliver locally at the moment in our Memphis HQ. For all other locations, please contact your local shop for your options. We do offer 3rd Party deliveries through GrubHub, UberEats, DoorDash and more in all locations!
Do you ship nationwide?
Yes!! We ship all over the US from our Memphis HQ.
What cookies cannot be shipped?
Unfortunately, we cannot ship cookie cakes. We can ship everything else.
What is the earliest I can pick up my order at any location?
At our Memphis HQ, pick-ups are available from 12 – 6 pm, Monday – Saturday.
For all other locations except Memphis HQ, pick-ups are available at 10 am – 6 pm Monday – Saturday and from 12 pm – 6 pm on Sundays. Due to the high volume of pick-orders, if you come early, please note that you may have to wait or come back if your order has not been packaged yet. If you do not pick up your order the day it’s suppose to be picked up, we will hold it for you for one day, after that it will be disposed of and a refund will not be given.
Do you take corporate orders?
Yes, we love corporate orders!! All locations can accommodate corporate orders; your company logos printed onto our yummy cookies with our “Eddy” printer are a huge hit! Please contact your local Whimsy to discuss options. We can’t wait to hear from you!
What is your cancellation policy?
Unfortunately, once an order has been placed, paid for and booked on our calendar, we cannot cancel the order. Since our cookies are made- to-order, all orders are final as this is an edible product. Orders must be picked up at the shop the order was placed.
Do you give refunds?
If we make a mistake on your order, we will do our best to take care of the issue. We do not give refunds for broken cookies, bleeding colors of icing, colors not being exact, cookies sitting in a hot car, wrong address given, weather conditions, etc as they can still be eaten and enjoyed.
Whimsy uses UPS to ship online orders. We do not require a signature when left on your door. Once cookies leave our shop and in the hands of the shipper, we are not responsible for the following:
- Broken cookies
- icing colors bleeding, which is the result of weather conditions/humidity or cookies being left or stored in a hot or cold place.
- Lost or stolen packages
- Weather conditions
- Wrong addresses given to Whimsy
- Edible images coming off due to weather conditions/humidity
Can I get mock-ups of our cookies before an order is placed?
Due to the high volume of orders we receive, we may not be able to accommodate, however, please ask and we will do our best during non holiday times. We do charge for the mock ups, but price will depend on the design of your cookie.
All of our cookies are made in a kitchen that handles dairy, egg, tree nuts, wheat, peanuts, soy. Please note that we cannot guarantee that any of our menu items are free of allergens because we share equipment and handle common allergens throughout our bakeries. Ultimately, it is the responsibility of the consumer to check all ingredients.
What if I still have questions?
Give us a call or send us a message. All our contact information is here.