My Personal Information  Shipping Information  Guarantees  Payment Information    My Personal Information  1.      Why do you need my telephone number, especially when you already have my e-mail address?  2.      Why do you need my address?  3.      Do you sell or share personal information to other companies?  4.      Is it safe for me to place my credit card information on the internet?  1. Why do you need my telephone number, especially when you already have my e-mail address?  You are not required to supply us with your phone number. However, if for any reason there is a problem with your package and we need to get a hold of you, having your phone number on file just gives us another way to contact you. It is our experience that when we have tried to contact our clients via e-mail, on occasion we do not receive a respond in time. As a result, it is up to us to make whatever necessary decisions.    2. Why do you need my address?  We ask that you supply your address for billing purposes. Also, if we are running new promotions, discounts or simply are getting ready to mail out current catalogs, we are able to get this information out to you.    3. Do you sell or share personal information to other companies?  No. We do not sell, trade or share your personal information with other companies. Our mailing list is exclusive to Cookie Island.    4. Is it safe for me to place my credit card information on the internet?  Cookie Island uses a secured server software (SSL) which is among the best available today to ensure safe transactions. It uses the latest encryption technology to keep your personal information safe. Your personal information can not be read as it travels through the internet. Once we retrieve your credit card number, it is stored on a server that is not accessible. During transmission for approval of your credit card, our software dials directly to a host computer. It is just like getting your card swiped at a supermarket. Again, this information can not be read and is not accessible.  You’d still prefer calling or faxing your credit card information? No problem! We have a way for you to order online without entering your credit card information on the internet. Just fill out the order form online, and give us a call @888-266-5434 or fax us @ 718-349-7985 with your credit card number. On the fax sheet be sure to include your *name, *address, *phone #, *type of credit card, *credit card #, & *expiration date.  NOTE: ON THE SITE, THE CUSTOMER SHOULD HAVE AN OPTION BOX THAT STATES THEY WILL EITHER CALL IN OR FAX CREDIT CARD INFORMATION.    see also: My Personal Information Shipping Information Guarantees Payment Information     Shipping Information    Shipping Problems:  1. What can cause a delay on the shipment of a package?  2. How can I track a package?  3. What happens if the recipient has recently moved, or a bad address has been given?  4. What happens if a box was returned to Cookie Island and I decide I would like to have it re-shipped?   Shipping Options:  1. Can I use my own FedEx account number?  2. Can you ship cookies through another courier other than FedEx?  3. Why ship with Federal Express?  4. Do you offer Same Day Delivery?  5. Do you ship packages during weekends?  6. Do you ship to P.O. Boxes?  1. What can cause a delay on the shipment of a package?  (1) Apartment #, floor #, or suite #’s not specified  (2) Packages going to hospitals with no specification as to room #’s, name of ward, etc  (3) Packages going to schools, colleges & universities with no specification as to a street name for the campus, dorm name, room/suite number.  *Once a package has been delivered to the school, Cookie Island is no longer responsible for that package. We advise that the student be told in advance to expect a package so that they can check with school’s receiving department.  (4) If a customer requests a signature for a package, FedEx will not release the package unless there is someone to sign for it  (5) Weather  (6) International packages may incur delays due to customs clearing  (7) Incorrect address. Cookie Island is not responsible for packages with bad addresses.  2. How can I track a package?  If there has been a delivery delay or any other problem with a package, you can give us a call @ 888-266-5434 or e-mail us requesting that your package be tracked. We would be happy to inform you as to the status of your package.  3. What happens if the recipient has recently moved, or a bad address has been given?  Once FedEx contacts us, we will then contact you and ask for a new address where we can forward the package. Re-routing a package is an additional $10 charge.  If several attempts have been made to contact you and we remain unsuccessful, the package will be shipped back to us and you will only be refunded the cost of the box.  4. What happens if a box was returned to Cookie Island and I decide I would like to have it re-shipped?  A package can re-shipped for an additional re-packaging and re-shipping fee. These fees vary, please call for a price quote. If you decide that you would not like to re-ship the package, you will only be refunded the cost of the box.  5. Can I use my own FedEx account number?  Absolutely! Just give us a call @ 888-266-5434 requesting that your own FedEx account number be used.    6. Can you ship cookies through another courier other than FedEx?  We would first encourage using Federal Express for your cookie orders. Cookie Island guarantees shipping and will assume responsibility for any damaged product. However, if you decide you would like shipment through another courier, Cookie Island will not be held liable for damaged, delayed, or tracking of packages.  In order to ship with another courier, you must contact the courier providing them with all necessary information. Once courier arrives at the bakery, the package will be released and placed under their care.  7. Why ship with Federal Express?  Cookie Island ships with FedEx because of their excellent service. We have found FedEx to be the most reliable regarding safe handling of products, timely deliveries & most efficient tracking.  8. Do you offer Same Day Delivery?  We do offer Same Day Delivery into New York City by private courier for $25. Please note that the cookie bakery is located outside of Manhattan and deliveries would be shipped out of this location.  Same day delivery nation-wide is available depending on availability and starts at $175 & up, varying from state to state. Call us for a quote. Cookie orders must be placed by 2pm that day.  9. Do you ship packages during weekends?  Our hours of operation are Monday – Friday, 8:30am – 5:00pm, Eastern Standard Time. You may, however, place an order during the week for weekend arrival. The cost of shipping starts at $30 & up. Call us for a quote.  10. Do you ship to P.O. Boxes?  No, we do not ship to P.O. Boxes. A street address must be provided to ensure delivery.      see also: My Personal Information Shipping Information Guarantees Payment Information     Guarantees    1. What happens if a box delivered is found damaged?  2. Are your cookies guaranteed?  3. What is your guarantee on safety?  1. What happens if a box delivered is found damaged?  If a box or cookies are found damaged, just re-seal the package along with the cookies and we will have FedEx pick it up. A replacement box will be shipped to you at no additional cost within 24 hours.  2. Are your cookies guaranteed?  If the customer is not satisfied for any reason, we will gladly replace the order or refund the customer their money. Just re-seal the package along with the cookies and we will have FedEx pick it up.    3. What is your guarantee on safety?  We guarantee that every transaction you make at cookieisland.com will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at cookieisland.com      see also: My Personal Information Shipping Information Guarantees Payment Information   Payment Information    1. What Credit Cards do you accept?  2. Can I pay with a check?  3. Can I pay with a money order or certified check?  1. What Credit Cards do you accept?  We accept MasterCard, Visa, American Express, Discover & Diners Club credit cards.  2.  Can I pay with a check?  Yes. You can select “pay by check or money order” on the order form, and send us a personal check made payable to “Cookie Island, Inc.” This method of payment does slow down your order somewhat. We must first await for the arrival of your check, and due to the increased amount of fraud, it is necessary to wait 15 days locally & 20 days nationally for a check to clear with your bank. After everything has been cleared, your order will be shipped out.  3.       Can I pay with a money order or certified check?  Yes. You can select "pay by check or money order" on the order form, and send us the money order or certified check made payable to "Cookie Island, Inc." Please take note that we must first await the arrival of your certified check or money order, before the order is shipped out.  more...   see also: My Personal Information Shipping Information Guarantees Payment Information