FAQs

When can I order cookies?

Orders open typically open Fridays at 3pm EST. Check out our Instagram for the latest launch updates!

When will I receive my cookies?

Here is the processing times broken down based off the day you order:

Friday — 12 to 14 days
Saturday — 11 to 13 days
Sunday — 10 to 12 days

***these are average turnaround times but are not guaranteed and may vary due to delays on the mail carriers end (holidays, weather delays, etc.)***

Why does it take so long to get my cookies?

Orders are technically considered "pre-orders" meaning that we take orders and then bake the cookies fresh every week. It typically takes us a week to complete the baking and packaging process. The cookies are then (typically) shipped out on Mondays or Tuesdays.

Shipping & Handling:

How much is shipping & handling?

Option 1:

$15 flat rate for 2-3 day shipping

Option 2:

You can upgrade to 1 day shipping. This will speed up the shipping time, however, the processing time is still the same (price is calculated at checkout)

*****these are shipping AND handling fees, meaning it covers the cost of shipping, the shipping materials, and the time it takes us to package it

Where all do you ship?

We ship worldwide. This means we ship to all 50 states, APO/FPO and even internationally. Anything outside of the US has its own shipping rate that is calculated at checkout.

How long does shipping take?

We ship priority through USPS and UPS. For domestic packages, shipping is typically 2-3 days but can vary if there is a holiday, pandemic, weather issues, etc.

Shipment issues?

Once the order has shipped, we have no control over the package and are not to be held accountable for what happens to it while it is in USPS/UPS possession. If we could hand deliver every package, we would, but that is not feasibly possible. By ordering, you understand that any delays, damages, packages, lost packages, etc are out of our control and we will not be held accountable for this.

If you live in an area where it is hot, toppings on the cookies are susceptible to melting. Our cookies are NOT packaged with ice packs or dry ice. If this happens, simply place them in the refrigerator to allow the toppings to form up.

Storage

Do the cookies/brookies need to be heated up or cooked upon receiving?

No, Hay Sweetie is known for our amazing texture and consistency. Our cookies and brookies are so soft that you do not need to warm them up to be able to enjoy them. Some of the cookies are actually preferred straight out of the refrigerator or freezer!

How long will my cookies/brookies stay good and fresh?

Once the cookies/brookies are in your possession, your cookies stay good at room temperature for up to TWO weeks, in the refrigerator for up to THREE weeks, and can be frozen for up to SIX months. We recommend putting the cookies/brookies in an airtight container to ensure freshness. If you do not plan on eating them right away, we recommend freezing them.

If I freeze my cookies/brookies, do I need to reheat them to thaw them out?

No. Take them out of the freezer the day before you wish to enjoy them and set them on your counter in a safe place away from where tiny children or animals might be able to snatch them (it has happened before 😂).

Policy for Cancellations, Returns, & Refunds

Cancellations: if you wish to cancel your order, it must be within in 24 hours of your order being placed. We do not offer cancellations on any orders placed from our “EXTRAS”.
Returns: we do NOT accept returns
Refunds: we will NOT refund you due to you not liking a particular flavor
Shipping errors: if the package gets returned back to us due to a wrong address, we will NOT be held accountable for this. If you wish to pay our $20 re-ship fee, you may do so. If you don’t wish to pay for the re-ship fee, we will not be refunding you for the order. Please double check your address before submitting your order to prevent this from happening.

What are the “EXTRAS”?

Every week we take new cookie orders. Those cookies are baked fresh that following week. Since we cannot bake the exact number of cookies we need, we make extra and sell those after we fill our original orders. These cookies are first come, first serve. Our “EXTRAS” are shipped out the next day. You can expect those in 3-4 days. Due to these cookies already being made & ready to ship, all sales are final on EXTRAS.

Do you have macros for the cookies?

We have macros figured up for most cookies but these macros are just estimates. These are posted on Hay Sweetie in our highlights. Hay Sweetie is not responsible for any damage these delicious cookies may cause to your diet! 🤪

Do you offer Gluten free or vegan options?

We do not offer either of these options at this time but we are open to trying new cookie ideas in the future!

If I have a nut allergy, is it still safe for me to consume the cookies?

We offer cookies that contains nuts, but we also have cookies that are nut free. However, with that being said all of our cookies are baked in the same facility so there is a chance for cross-contamination.

Do you offer bulk buying options for events such as weddings, birthdays, etc?

We have catered weddings, birthday parties, meetings, and other gatherings. Please direct message us on Instagram Hay Sweetie or email us at haysweetiegourmetcookies@gmail.com to discuss bulk orders and pricing. :)

For any other questions, please direct message Hay Sweetie on Instagram (faster response times) or email us at haysweetiegourmetcookies@gmail.com