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Customer Care

Customer Care

Hours of Operation

Monday - Friday

10 a.m. - 6 p.m. (ET)

Phone Numbers

USA: 1.877.94.Cookies (877.942.6654)

FAX: 1.877.776.9629

INTL: +001.347.689.0300

Email

To email us, click here.

Join in the Discussion!

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If you're interested in parenting tips, special promotions, or becoming a featured Cookie's Kids Mom, you can visit our parenting blog at Blog.CookiesKids.com.

Returns & Exchanges – easy as pie!

To get a Pre-Paid USPS Return Label & a Return Authorization Number (RMA#), click here

To Return or Exchange Your Purchase

Here at Cookie's, we want to make sure that you are completely satisfied with your purchase. When you receive your purchase, please examine each item carefully. If for any reason you are not satisfied with the order you receive from CookiesKids.com, use our online form to get a USPS pre-paid return label and request a Return Authorization #. Then, simply send your return back within 365 days of the order date.

You may return any purchase in the same bag or box in which it was shipped. USPS pre-paid return labels are free to all customers living in the 48 Contiguous United States who choose to return for Store Credit.

Customers choosing to return their purchase for a refund to the original method of payment must either pay for a return label, or ship item(s) back using a carrier of their choosing. Return label fees are displayed before you print the return label and will be debited from your refund. Customers may choose to return an item and place a new order instead of going through the exchange process.

Upon receipt of the item(s) you returned, CookiesKids.com will issue to you an exchange, refund, or credit, less adjustments for shipping and handling (where applicable). All products must be returned in their original condition, unworn and unwashed, with tags still attached, and with a copy of the invoice and the reason for return included. CookiesKids.com will ship all exchanges at no shipping charge to you. Underwear, socks, and tights are ineligible for refund or exchange.

Please understand that our products sell out quickly, and merchandise once eligible for exchange may not be available by the time your return reaches us. If the item you originally purchased is unavailable at the time we receive your exchange, you will receive a refund.

If there is a defect with any merchandise shipped and the tags are no longer attached, please contact customer care within 30 days for a resolution.

Special orders and custom orders, including embroidered and screen printed items, may not be returned or exchanged.

NOTE: When shipping product back to Cookie's, customers should choose the same shipper as when the product was delivered, as well as insure the item for full value should anything happen during shipping. Customers should also get a tracking # for all items sent back to Cookie's as we cannot be responsible for any items lost in transit.

Custom Ordered Items

All custom ordered items, including embroidered and screen printed items, will ship out from our Brooklyn, NY warehouse. During peak months, shipments can take up to four weeks to arrive to your shipping address. We always recommend ordering at least 4 weeks in advance of when you will need your customized merchandise. Please note that your shipping speed will not change how quickly we are able to customize your order, it will only change the speed at which your order will arrive once it leaves our warehouse.

Shipping & Handling

All orders are subject to verification and in rare cases may not ship until 48-72 business hours after the order is placed. During the month of August, orders can take approximately 5 business days before they ship.

Some orders may require a signature at the time of delivery. Please track your package and ensure someone will be home to sign for your package. Packages returned to Cookieskids due to "Sender Unavailable" are subject to a $7 return to sender fee at our discretion.

Shipping time estimates begin when your package leaves our warehouse. Add 1-2 business days for processing time.

Ground, Fast, and Faster Shipping: For your convenience we offer GROUND, FAST, and FASTER shipping on orders shipped within the continental U.S.

GROUND is our standard 1-7 Business day shipping through FedEx, UPS or through the United States Postal Service (USPS).

Orders ship for a flat rate of $5.95 within the continental United States. APO, FPO, and PO boxes are included. Exclusions: Alaska, Hawaii, and international orders. Additional charges may apply to items that weigh more than 10 lbs. (4.5 kg).

FAST is our Expedited 3 business day service. Packages ship via FedEx, UPS and/or USPS. On occasion, in very rural areas this service is NOT available. In such cases please allow 4 business days for delivery. Add $12.00 to the cost for Ground. Your package may be shipped Ground if it is determined that your package will arrive before or on the guaranteed third day.

FASTER is our Express 2 business day service. Packages ship via FedEx, UPS and/or USPS. On occasion, in very rural areas this service is NOT available. In such cases please allow 3 business days for delivery. Add $15.00 to the cost for Ground. Your package may be shipped Ground if it is determined that your package will arrive before or on the guaranteed second day.

NEXT DAY AIR is our Express 1 business day service. Packages ship via FedEx, UPS and/or USPS. On occasion, in very rural areas this service is NOT available. In such cases please allow 3 business days for delivery. Add $25.00 to the cost for Ground. Your package may be shipped Ground if it is determined that your package will arrive on the guaranteed next day.

If a customer is not home to accept a delivery after 3 attempts or if a customer refuses a shipment, the customer will be responsible for any and all shipping charges associated with that shipment.

*Deliveries to ALASKA and HAWAII may incur additional charges displayed during checkout take approximately 3-10 business days.

Using a freight forwarder to ship items internationally may result in issues not covered by Cookie's Kids. If you use a package forwarding service to ship your order outside of the United States, we consider their U.S. address to be the destination for your order. Once your package reaches that address safely, our responsibility for loss or damage to your order ends. We will not replace or refund any items or packages delivered to you from a freight forwarder. We recommend that you inspect the package upon delivery for any signs of visible damage. If damage is found, you should refuse the package. Please instruct freight forwarders to do the same. Any items lost after delivery to you or the freight forwarder will be your responsibility. The same policy applies to parcels shipped to a place of business where there is a delivery confirmation on record with the carrier we used to ship your package.

Order Verification

Cookie's Kids uses an address verification tool to protect our customers from fraud. Our system compares the billing address you provide us with during checkout, to the billing address on record with your credit card issuer. If our system is unable to obtain a response, we will do one of the following two things:

  1. We will ask you for your credit/debit card issuing bank phone number. This phone number can be found on the back of your payment card. We will contact your bank to confirm your billing address with them.
  2. For international orders, and in some other cases, we use a method called the "Small Charge Verification." The method works like this:
    1. We will charge a small sum to your credit card, less than $4.00 USD. This is separate from your actual purchase amount.
    2. You will need to check your credit card account to see how much was charged, and then email your order number with the amount to customerservice@cookieskids.com. You can also phone us at 1877-942-6654 or +001-347-689-0300.
    3. If your response matches the actual amount charged, we will ship your order and refund the small charge back to your account.

International Shipping

Cookie's is pleased to offer USPS International Shipping Service. International orders take 7-14 business days to fulfill deliveries. Shipping charges are based on the weight of the item(s) shipped to the country of destination. Cookieskids services almost all destinations. Please contact us if your country is not listed at checkout.

For your convenience we provide ONLINE shipping charge calculations at the time you place your order and/or add an item to your shopping bag.

Duties, Customs and VAT:

International orders are subject to Duties, Customs and Value Added Taxes. These charges MUST be paid upon receipt of your order. Be sure to verify the additional cost you may incur with the authorities of the country the order is being shipped to.

Brands We Cannot Ship Internationally: Due to agreements Cookieskids.com has with some manufacturers, we cannot ship these brands internationally:

  • The North Face
  • Levi's
  • U.S. Polo Assn.

Prices: All prices are quoted and charged in U.S. Dollars.

Tax Policies

Only customers who ship their order to a New York State address will be charged tax. Taxes will be assessed based on State and Regional tax laws. If you live outside of New York State, you will never be charged tax. If you live in New York State and have a tax exempt certificate, please place your order now and email a copy of your tax exempt form to customerservice@cookieskids.com and reference your order number. We will adjust the taxes on your order upon the receipt of your tax exempt form.

Promotional Codes

All shipping promotions are only applicable to shipping addresses in the continental United States.
Please note that only one promotional code can be used per order.