Refund policy
Last updated: September 27, 2026
This policy covers orders placed at customcookiesupply.com with Custom Cookie Supply, a trade name of ZR Creative LLC ("we", "us"). It is part of our Terms of service.
No returns or exchanges
Every cutter is made to order for use with food, so we do not accept returns or exchanges. Please check the shape, size, style and color before you place your order.
Size is measured on the longest side of the cutter. Sizes run from 1 in to 9 in. If you are not sure which size to pick, see our size guide or email us before you order.
Damaged on arrival or wrong item
If a cutter arrives damaged or broken, or is not what you ordered, we replace it.
- Email us at hello@customcookiesupply.com within 14 days of delivery.
- Include your order number and a photo of the problem.
- We send you a replacement at no cost.
You do not need to send the item back unless we ask.
This does not cover:
- ordering the wrong shape, size, style or color,
- colors that look a little different from your screen, or the color we choose when you order Random,
- damage from use or care that goes against our care instructions, such as a dishwasher, an oven, a microwave or very hot water,
- normal wear.
No other warranties
Apart from the replacement above, our cutters are sold as is. To the extent the law allows, we give no guarantee and make no warranties, express or implied, including any implied warranties of merchantability and fitness for a particular purpose, and we are not responsible for incidental or consequential damages. Some states do not allow these exclusions, so they may not apply to you, and you may have other rights that vary from state to state.
Lost or missing packages
- Tracking shows the package was delivered, or there is other proof of delivery: the order is not eligible for a refund or a replacement. We can help you open a USPS inquiry.
- USPS never scanned the package: if, 7 days after our shipping confirmation email, tracking shows only that a shipping label was created and no USPS scan, the package never entered the mail. Contact us with your order number and we refund the order in full, including shipping, to your original payment method.
- USPS scanned the package, but it stopped moving and never shows as delivered: contact us with your order number. We help you open a USPS search request and file a claim with USPS. We do not refund or reship these packages ourselves.
If your package arrives damaged, see "Damaged on arrival or wrong item" above.
Cancellations
You can cancel an order until it ships. Email us as soon as possible with your order number. Once an order has shipped, it cannot be cancelled.
If we email you a new estimated ship date, you can accept it or cancel for a full refund by replying to that email. If we cannot make or ship your order, we cancel it and refund you in full.
Custom orders
Custom cutters are made from your design and cannot be returned. Before we make it, we send you a proof to approve. If the cutter you receive does not match the proof you approved, we will remake it. The damaged-on-arrival replacement above also applies to custom orders.
Wholesale orders
Wholesale orders are made to order and cannot be returned. The damaged-on-arrival replacement above also applies to wholesale orders.
Refunds
A refund is for the amount you paid for the item, after any discounts. When we refund a whole order, we also refund what you paid for shipping.
We issue an approved refund within 14 days, to your original payment method. An order cancelled before it ships is refunded within 7 business days. Your bank or payment provider controls how long the refund takes to appear after that.
If something is wrong with your order, please email us before you open a dispute with your bank or payment provider. We can usually fix it faster.
Contact us
Email: hello@customcookiesupply.com
Please include your order number so we can help you faster.