Chip NYC Terms and Conditions
General Shipping Information
Where do we ship? We ship our frozen cookies within the United States (excluding Hawaii and Alaska), but are currently shipping to only the following states: New York, New Jersey, Connecticut, Massachusetts, Virginia, Washington DC, West Virginia, Pennsylvania, North Carolina, South Carolina, Delaware, Rhode Island, Vermont, New Hampshire, Maine, Maryland. All orders are shipped via FedEx and therefore cannot be delivered to P.O. Box addresses.How will your order arrive? Our cookies are shipped frozen in specially designed packaging, packed with dry ice to keep the cookies frozen. All orders come with instructions on how to carefully dispose of the dry ice, and how to store the cookies. It is okay if your package arrives with little or no dry ice. Depending on where you are located, we package each shipment with enough dry ice to last anywhere from 24-72 hours. Because dry ice is so cold, even if there is no dry ice left in the package, it will keep the cookies frozen for a couple hours even after the dry ice evaporates. We recommend putting the cookies in the freezer as soon as you receive them, and leaving them there at least overnight before baking. If you have any questions about the condition of your cookies in the off chance the dry ice has evaporated, please place cookies in the freezer and email us. We will respond as soon as we are able to. When will you receive your order? We ship out orders Monday-Wednesday. You will receive an email upon confirmation of your order, and once the shipment is received by FedEx, you will receive an email with tracking information. Please be aware that some residential addresses will have packages delivered on Saturday. If you would like your cookies for a specific date for an event, we recommend placing your order a minimum of 4-5 business days prior, to ensure early delivery time. We will not process or ship any orders on days we may be closed such as holidays or closures caused by other circumstances beyond our control such as weather conditions or the ongoing COVID-19 pandemic. If we receive an order on such a day, we will process it by the next business day or as soon as reasonably practicable if it cannot be processed by the next business day.
Chip NYC is not responsible for delays in transit caused by weather, the ongoing COVID-19 pandemic, or other circumstances beyond our control once a package is in the hands of FedEx. Please be aware that we do not require a signature for release of any package, therefore it may be left at the door if no one is home. It is solely up to the discretion of the driver to leave the package at the door depending on whether they feel it would be safe to do so. In the event a package is not left at the door, the driver will leave a note indicating how to arrange a pickup. A reattempt of delivery will be made the following business day. Chip NYC is not responsible for any failed delivery attempts causing cookies to spoil and no refunds, exchanges, substitutions, or returns will be provided.
Address entered for delivery is incorrect. Customers are responsible for making sure that all shipping information is correct prior to submitting an order. Since our cookies are frozen and perishable, we encourage all customers to have someone home to accept the delivery, or to pick it up soon after arrival in order to freeze the cookies as recommended. Failed deliveries due to incorrect addresses do not qualify for a refund. If a change is needed to be made to the shipping address, please email us as soon as possible at [email protected] . We can make the change if the order has not yet been picked up by FedEx. Once the order is in transit, if a change is needed, please contact FedEx and be prepared to pay for an address correction fee. Please make note that once the change is made, it can take up to 24 hours for the modification to process in the system, if the change can indeed be made. This may delay the delivery of the package, which may cause the cookies to spoil. Chip NYC will not be held liable for any delays in delivery due to the change in address that may cause spoilage. A refund, exchange, substitution, or return will also not be provided.
Your tracking number says your order was delivered, but it is not there. In the event the status of your package is “delivered” but nowhere to be found, please email us at [email protected] , within 24 hours of confirmed delivery status and we will file a claim with FedEx for you. There is no guarantee of refund for order.
Your package is damaged. In the unlikely event you receive a package in an unexpected state upon delivery, please contact us within 48 hours of delivery. We ask that you take photos and/or videos of the problem before unpacking or throwing anything out and provide us with the evidence. Please email us at [email protected], and we will get back to you as soon as possible. Chip NYC is not responsible for packages reported damaged due to a delay in opening or not properly storing the contents of the package. Chip NYC is also not responsible for packages reported damaged due to delays in shipment, whether caused by changes in address, weather conditions, or other circumstances beyond our control. No refunds, exchanges, substitutions, or returns will be processed.
Returns/Cancellations. Since our cookies are frozen and are therefore perishable items, there are no returns, refunds, substitutions, or cancellations allowed on orders once they have shipped. If you have any problems or questions, please email us at [email protected] and we will get back to you as soon as possible and do our best to assist you.