FAQ
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We are a private family-owned company and are not a franchise at this time.
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To preserve freshness during transit, cookies are individually wrapped for shipping orders.
For in-store pick-up or local delivery, cookies can be individually wrapped for pre-orders only for an additional fee of $3.00. You will see this option online prior to checkout. If you have a large order and choose to have it individually wrapped, please allow adequate time for us to do so (i.e. we will try our best, but cannot guarantee it will be ready in only 30 minutes)
Due to additional time, costs and labor associated with individually wrapping each cookie, we no longer offer it on-the-spot at any of our retail locations. We understand this may be a necessity, therefore if you want individually wrapped cookies you must pre-order online in advance. We understand this is a change from our previous practice and sincerely appreciate your understanding (and kindness to our hard-working crew members) as our operational efficiencies evolve in a competitive (but exciting!) market.
For in-store pick-up or local delivery, cookies can be individually wrapped for pre-orders only for an additional fee of $3.00. You will see this option online prior to checkout. If you have a large order and choose to have it individually wrapped, please allow adequate time for us to do so (i.e. we will try our best, but cannot guarantee it will be ready in only 30 minutes)
Due to additional time, costs and labor associated with individually wrapping each cookie, we no longer offer it on-the-spot at any of our retail locations. We understand this may be a necessity, therefore if you want individually wrapped cookies you must pre-order online in advance. We understand this is a change from our previous practice and sincerely appreciate your understanding (and kindness to our hard-working crew members) as our operational efficiencies evolve in a competitive (but exciting!) market.
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Orders are shipped on Mondays and Thursdays via USPS Priority Mail. We ship nationwide, including Hawaii. We do not ship to PO Boxes. Please note that we appreciate our customers and always do our best to ship quickly, however high demand may result in delays or additional processing time, especially during the holidays.
All shipping orders are baked fresh, with each cookie individually wrapped and sealed to preserve freshness. Shipping orders are baked the same day they are shipped.
All shipping orders are baked fresh, with each cookie individually wrapped and sealed to preserve freshness. Shipping orders are baked the same day they are shipped.
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After shipment, packages typically arrive within 1-3 business days, however, transit times can vary. Please note that we appreciate our customers and always do our best to ship quickly, however high demand may result in delays or additional processing time, especially during the holidays.
Packages are delivered and left according to USPS policies. Once USPS picks up your order, they are responsible for it. Due to varying factors that impact USPS transit times (weather, high traffic, holidays, etc), we cannot guarantee arrival dates and are not responsible for delayed, missing or damaged packages.
Please let us know immediately if your package is missing, lost, or damaged – we will file a claim with USPS to get you a refund, which may take 2 - 4 weeks. In order to file a claim, you must submit the order number, tracking number AND photos of the damaged product, including all sides of the shipping box no later than 24 hours after arrival to orders@butterpecanbakeshop.com. If you do not provide photo evidence of the damage, we are under no obligation to file a claim on your behalf.
Shipping charges and orders will not be refunded due to an incorrect or incomplete address that you provide or delayed deliveries that are out of our control.
Packages are delivered and left according to USPS policies. Once USPS picks up your order, they are responsible for it. Due to varying factors that impact USPS transit times (weather, high traffic, holidays, etc), we cannot guarantee arrival dates and are not responsible for delayed, missing or damaged packages.
Please let us know immediately if your package is missing, lost, or damaged – we will file a claim with USPS to get you a refund, which may take 2 - 4 weeks. In order to file a claim, you must submit the order number, tracking number AND photos of the damaged product, including all sides of the shipping box no later than 24 hours after arrival to orders@butterpecanbakeshop.com. If you do not provide photo evidence of the damage, we are under no obligation to file a claim on your behalf.
Shipping charges and orders will not be refunded due to an incorrect or incomplete address that you provide or delayed deliveries that are out of our control.
Cancellations/Changes
Please contact us at orders@butterpecanbakeshop.com and we will do our best to accommodate. If your order has already been processed, shipped or picked up for local delivery, we will not be able to make any changes or cancel your order.RETURNS/EXCHANGES
We sell a perishable food item, therefore we cannot accept returns or exchanges. If there is an issue with your cookies, please contact us at orders@butterpecanbakeshop.com within 24 hours of receiving your order.+
Please note that shipping is NOT the same as local delivery. Same-day local delivery is provided by DoorDash or Roadie within the SF Bay Area only. If you want your order shipped, it will be sent via USPS and delivered within 1-3 days.
You can walk-in or pre-order online to have your order ready when you arrive.
Prepaid orders that are not picked up by closing time on the scheduled pick up date will not be eligible for a refund. If you are unable to pick up your order on the scheduled pick-up date, please contact us soon as possible.
IN-STORE PICK UP
We have two locations (and a third on the way!) in the SF Bay Area. Visit us in Pinole (Monday-Friday 8am-7pm, Saturday and Sunday 8am-5pm) or Emeryville (Monday-Friday 9am-7pm, Saturday and Sunday 9am-5pm) to pick-up in store.You can walk-in or pre-order online to have your order ready when you arrive.
Prepaid orders that are not picked up by closing time on the scheduled pick up date will not be eligible for a refund. If you are unable to pick up your order on the scheduled pick-up date, please contact us soon as possible.
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Our hand-crafted, preservative-free cookies are baked fresh daily and are best when consumed immediately. They will stay fresh at room temperature in an airtight container for up to 5 days. Individually wrapped cookies will stay fresh longer. Cookies can be stored in the freezer in an airtight container to extend shelf life up to 1 month.
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Our cookies are baked fresh daily. Cookies that are not sold by the end of the day are discarded. No exceptions! At this time we do not offer donations of day-old cookies to any individuals or organizations.
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Nope! At this time we do not offer a vegan/gluten-free, low or no sugar option. Our decadent, delicious hand-crafted cookies are made the old-fashioned way with real butter, flour, eggs, and sugar.
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No, we do not alter our recipes in any way.
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Our seasonal flavors rotate monthly and can only be ordered and picked up during the month they are available. For example, if a seasonal flavor is offered for the month of July and you pre-order it in July but select a pick up or delivery date in August, that flavor will not be available. Our seasonal flavors are only available during the month they are offered. We will replace it with the new seasonal flavor or a cookie of your choice.
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Many of our products contain or may come into contact with common food allergens, including eggs, milk, wheat, soy, peanuts and/or tree nuts. We are not an allergen-free environment. Although not all of our products contain food allergens, all of our products are baked or prepared in an environment where eggs, milk, wheat, soy, peanuts and/or tree nuts are present. Due to the presence of such food allergens in our facilities, we do not recommend consuming any of our products if you are allergic to such food allergens.
