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Products

What is the shelf life of your products?
The shelf life for our cookies and sandwich cookies is 5 days and should be refrigerated upon arrival to maintain freshness. All of our cookies can be frozen for up to six months
How do I store your products?
If you are not able to enjoy your order from The Cookie Factory right away, they can be stored and frozen to be enjoyed later.

Cookies: Store unopened packages in the refrigerator. Once opened, cookies should be stored in sealed plastic bags or air tight containers to maintain their crispness. Cookies can be frozen for up to 3 months. To freeze, place the cookies in a freezer bag. Thaw for one hour before serving.
Where can I find nutritional information on your products?
For nutritional information on any of our products, please contact our stores at: 518-268-1060 or 518-280-7644.
Do all of your products contain wheat/dairy/nuts or other allergens?
The Cookie Factory is not an allergen-free environment, so many of our products contain or may come into contact with common food allergens, including eggs, milk, wheat, soy, peanuts and/or tree nuts. 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 at all of our locations, we do not recommend consuming any of our products if you are allergic to such food allergens.
Are your products gluten-free?
While we do offer gluten-free selections, not all of our products are gluten-free. If you have a gluten intolerance, please call 518-268-1060 or 518-280-7644 to confirm whether a product contains gluten or not.
Are your products certified Kosher?
Our products are certified Kosher.

Delivery

Do you deliver?
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When will my products be delivered after I place an order?
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How long do deliveries take?
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Shipping

How will my order be shipped and what are my shipping options?
While we offer USPS and DHL as shipping options, UPS is preferred.
Do you ship to PO boxes?
No, we do not ship to PO boxes.
Can I ship to an address outside the continental U.S.?
We currently only ship orders within the continental U.S.
How will I know my order has shipped?
Confirmation is sent via email once the package leaves our warehouse.
Can I select Saturday delivery?
Yes, you may select Saturday delivery for an additional fee.

Customer Service

Are your products available in retail stores?
Yes, our products are carried by many retail stores across the country. For a list of stores in your area, click on the Store Locator at the top of the page. If you’d like to visit one of our own bakeries, click Our Stores at the top of the page.
Do you offer refunds?
We currently do not offer refunds.
What if I am not satisfied with my purchase?
While we do not offer refunds, we do believe in 100% customer satisfaction and will work with you to ensure that you are happy with your purchase. If your order arrives damaged, or if you are dissatisfied for any reason, please contact 518-268-1060 or 518-280-7644.
How can I place a custom order?
To place a custom order, please contact us here.

Gift Cards

Can I redeem my Gift Card for cash?
Your Gift Card is not redeemable for cash.
Can I use my Gift Card to purchase my online order?
Your Gift Card can be used to purchase online and in person.
Will my Gift Card ever expire?
Gift cards will expire within 2 years.
Will I be charged any fees for inactivity?
We do not charge any fees for inactivity/processing.

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