Pickup, Delivery & Shipping

Order Processing

• Orders can be placed on the Hot Cookie website for one of three methods: in-store pickup at any of our stores, local delivery in select zip codes near our San Francisco and Palm Springs stores, and USPS shipping anywhere in the United States. For each, a date (and for pickup and local delivery, a time) is selected at checkout.

In-Store Pickup

• Hot Cookie will have your order packaged for pickup at the time you specified.
• Hot Cookie will only keep pickup orders until close of business for the day specified for pickup. If you do not pick up the order on the specified date, your order will be donated. Orders that are not picked up as specified are not eligible for a refund.

Local Delivery

• Local delivery is available in select zip codes near our San Francisco and Palm Springs stores. Availability and the delivery fee are determined by your zip code at checkout; delivery is free above a minimum order amount that varies by area.
• At checkout you select a delivery date and a one-hour delivery window. We target delivery within your selected window, though traffic or a busy store may occasionally push it slightly beyond.
• Hot Cookie uses DoorDash whenever possible to deliver.
• For gifts and surprises, please make sure the person receiving the order knows a delivery is coming.
• You must be available for receipt of the local delivery or the order will be returned to our store and you will need to pick up or pay for redelivery.

USPS

• Hot Cookie uses USPS Priority Mail, which typically takes 2–3 days to arrive after shipping. Hot Cookie does not ship outside the US at this time.
• You select your ship date at checkout. We ship Monday through Friday; we do not ship on weekends or holidays. Please factor USPS transit time into the ship date you choose.
• Shipping costs are calculated at checkout based on order size, and shipping is free above a minimum order amount.
• Baked goods with chocolate or other meltable ingredients may soften or melt in warm-weather transit — see our Returns & Refunds policy for details.

Delivery & Shipping Guarantee

• Delivery and shipments can only be made to addresses within the United States.
• Hot Cookie is not responsible for delays in delivery time due to incorrect or incomplete addresses.
• Delivery and shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or relabeling.
• Orders will not be refunded for late deliveries or shipments in the event the business is closed or if the recipient is not available to receive the package when delivered.
• Estimated delivery timelines do not take unexpected weather delays or other natural causes into consideration, which may affect arrival dates.
• Weather and unforeseen circumstances can delay your shipment. We recommend scheduling your order to arrive at least 1 business day before your desired usage date to allow for any delays.

Cancellations & Modifications

Orders may be cancelled or changed up to 24 hours before their scheduled pickup, delivery, or ship date by contacting us. Within 24 hours of the scheduled date, we may have already begun preparing your order and cannot guarantee a cancellation or change, though we will do our best to accommodate your needs. See our Returns & Refunds policy for details.

Contact

The Hot Cookie Customer Service Team can be reached Monday–Sunday, 9:00AM–6:00PM Pacific Time. Please contact us with any questions. We will do our best to accommodate your needs and make sure you are happy with your Hot Cookie experience.