FAQ

General Questions

What products are available at Personalized-Fortune-Cookies.com?

What is your return and exchange policy?

Can I request a larger discount on larger orders? 

Account Questions

How do I change my contact information, password, shipping, and billing information?

What should I do if I forget my password?

How do I unlock my account?

Can I pull my order history?

How do I check the status of my order?

Delivery Questions

Where does Personalized-Fortune-Cookies.com ship to?

What are the shipping options?

What carriers do Personalized-Fortune-Cookies.com use?

How do I calculate my order's arrival date?

How do I track my package?

Can I ship to more than one address?

What do I do if my order has not arrived?

Are there any shipping restrictions?

How do I reschedule a delivery?

What are the shipping rates?

General Questions

What products are available at Personalized-Fortune-Cookies.com?

To browse our product selection, click "Flavors" at the top of the page.  We sell original and flavored fortune cookies with the option to create your own fortunes or opt for standard fortunes. 

What is your return and exchange policy?

Personalized Fortune Cookies will fully refund most items within 8 days of receipt. A 15% processing fee will be charged on returns or exchanges unless defective.  In order to receive credit for these items, please follow the instructions below.

Returning Items by Mail

Follow the simple directions below to make your return or exchange by mail.

  • Include all original packing materials.
  • Items should be returned via UPS or insured parcel post for proof of delivery.  Reuse the original shipping carton and packing materials. 
  • You are responsible for all freight charges.  However, you will be credited all reasonable and customary freight charges relevant to that item if product is damaged or defective, or the wrong item was shipped.  Please include the postal receipt in your return package.
  • Items received past the return period plus reasonable shipping time may not be processed.  Notification will be sent to the email and/or billing address provided if your return is not accepted.  Items will be resent to you upon receipt of your payment of freight charges.  Items will be deemed abandoned if we are not contacted within 30 days. 
  • Ship items to: Personalized Fortune Cookies, Attn: Returns, 295 9th Street, Oakland, CA 94607

We will do our best to process the return quickly.  Please allow 14-21 days for processing.  Refunds will be credited to the original purchasing credit card account number only.  No cash refunds or checks written to another person or entity other than the original purchaser.

Can I request a larger discount on larger orders? 

Yes.  Please email your request to [email protected]

Account Questions

How do I change my contact information, password, shipping, and billing information?

When you place another new order, you can enter a different contact information, shipping, billing, and a new password.  After completing the information, the database will save and update all information after proceeding to the next page during the order process. 

What should I do if I forget my password?

If you forget your password, go to the Customer Login page by clicking "Order Status" at the top of the page.  Then click the "Forgot Your Password?" link below the login box.  Enter the same email address used in your account and click "Email My Password" to submit.  We will email your password to the email provided. 

How do I unlock my account?

Periodically, accounts will be inaccessible due to security reasons.  To unlock your account, send an email to [email protected] and confirm your account information.

Can I pull up my order history?

To view your order history, Login to your personal account by clicking "Order Status" at the top of the page and entering your Login Information.

How do I check the status of my order?

Check the status of your order by clicking "Order Status" at the top of the page.  If you want to track the shipping of your order, follow the link to the shipper's website and enter your tracking number.

Delivery Questions

Where does Personalized-Fortune-Cookies.com ship to?

We can ship to recognized addresses in most countries, unless restricted by our carriers or the U.S. government.  For international purchases, the shipping and billing address must be the same.

What are the shipping options?

There are three levels of service for shipping your Personalized-Fortune-Cookies.com orders.  You may choose from Next Day, 2nd Day, and Ground shipping.  Some large orders can only be shipped via Ground.  Based on where the order is being shipped, other restrictions may apply.

Standard Home Delivery

Standard Home Delivery allows you to choose from Next Day, 2nd Day, and Ground shipping.  Based on shipping address, some restrictions may apply.

In-Store Pickup

In-Store Pickup is another great convenience offered by Personalized Fortune Cookies.  Plus, you pay no shipping costs during the checkout process. 

Instructions for In-Store Pickup:

  • We will hold your merchandise and charge your credit card for the order. 
  • You must pick up your merchandise within 7 days of receiving the email confirmation.  Bring your confirmation number, a picture ID, and the credit card you used to make your purchase.  The name on the ID must match the name on the purchasing credit card. 
  • To ensure the security of your online purchases, only the person who made the purchase may pick up merchandise at the store.

What carriers do Personalized-Fortune-Cookies.com use?

We use a variety of carriers.  The U.S. Postal Service, UPS, and FedEx are the major carriers. 

How do I calculate my order's arrival date?

Processing Time + Shipping Time = Delivery Time

The arrival date of your order depends on the method of shipping you choose.  We will make every effort to process your order quickly.  In the event of service interruptions by our carriers, or transportation failures cause by events beyond our control, your order may be delayed.

Next Day:

PROCESSING TIME (Displayed with Product) + SHIPPING TIME = DELIVERY TIME
Usually ships in 2-3 business days 1 business day 3-4 business days
Usually ships in 5-7 business days 1 business day 6-8 business days
Usually ships in 10-15 business days 1 business day 11-16 business days

Second Day:

PROCESSING TIME (Displayed with Product) + SHIPPING TIME = DELIVERY TIME
Usually ships in 2-3 business days 2 business days 4-5 business days
Usually ships in 5-7 business days 2 business days 7-9 business days
Usually ships in 10-15 business days 2 business days 12-17 business days

Ground:

PROCESSING TIME (Displayed with Product) + SHIPPING TIME = DELIVERY TIME
Usually ships in 2-3 business days 3-10 business days 5-13 business days
Usually ships in 5-7 business days 3-10 business days 8-17 business days
Usually ships in 10-15 business days 3-10 business days 17-25 business days

Depending on the size of the order, most orders are shipped in 24-48 business hours.  Order processing time includes credit verifcation and packing the order.  Please note the expected time to ship in the Check Out process.

How do I track my package?

Next Day and 2nd Day packages are always assigned tracking numbers.  Standard delivery shipments may or may not have tracking numbers.  If your order has a tracking number, you will receive this tracking number via email with your shipping confirmation. 

Can I ship to more than one address?

Currently we can't ship one order consisting of two or more items to different addresses.  Please place a separate order for each shipping address.

What do I do if my order has not arrived?

If you have not received all of your items within 10 business days after they were shipped, or within the time frame indicated during the Check Out process, please contact us at [email protected]

Are there any shipping restrictions?

Shipping restrictions are as follows:

  • No weekend deliveries with Next Day and 2nd Day service.
  • Delivery to P.O. Box addresses will be ground service only.
  • Delivery to Guam and the Virgin Islands will be Ground service only.

How do I reschedule a delivery?

If you need to reschedule a special or oversize delivery, please contact us at [email protected] with your order number.

What are the shipping rates?

All shipping costs are identified in the Check Out process.  You may select standard or special delivery, or eliminate all shipping costs and pick up your purchase at our store in Oakland, California.

Per-item charges are based on total shipping weight (including carton and packing materials) and not the product weight listed in Personalized-Fortune-Cookies.com product pages.