Cancellation policy
The Cookie Dough Co prepares our products fresh to order. Because of this, cancellation options depend on when an order is placed and whether processing, preparation or dispatch has commenced.
Please review the following terms before placing an order.
Standard Orders
Customers may request to cancel an order before processing or preparation has commenced.
Orders placed before 12:00 PM, Monday to Thursday, will generally be processed on the same business day, excluding public holidays.
Orders placed after 12:00 PM, on Fridays, on weekends or outside normal business hours will be processed on the next processing day (Monday to Thursday).
As our products are prepared fresh to order, cancellation requests should be submitted as soon as possible after placing an order. We cannot guarantee that a cancellation request will be accepted once processing or preparation has commenced.
Once an order has been prepared or dispatched, it cannot be cancelled.
Subscription Orders
If products are purchased through a subscription, customers may cancel their subscription at any time to prevent future orders from being placed.
To avoid being charged for the next subscription order, the subscription should be cancelled before that order enters processing or preparation.
Subscription orders are subject to the same processing and cancellation timeframes as standard orders. Cancelling a subscription does not cancel an order that has already entered processing, preparation or dispatch.
Pre-Orders
If pre-order products are offered, customers may request to cancel a pre-order before processing or preparation has commenced.
Once a pre-order has entered processing, preparation or fulfilment, cancellation may no longer be available.
If a pre-order is eligible for cancellation, the applicable refund will be issued to the original payment method.
Custom or Special Orders
Orders involving customised products, special requests or products prepared specifically for a customer may have limited cancellation options.
Once preparation of a custom or specially requested order has commenced, the order may not be eligible for cancellation.
Customers should contact us as soon as possible if they need to cancel or modify a custom or special order.
Orders Already Dispatched
Orders that have already been dispatched cannot be cancelled.
All orders are shipped via Australia Post. Delivery timeframes are estimates only and cannot be guaranteed.
If an order has been dispatched and you experience a delivery issue, please refer to our Shipping Policy for information regarding lost, damaged, misdirected or delayed parcels.
Cancellation Requests
To request a cancellation, please email us at enquiries@thecookiedoughco.com.au or use our contact page.
Please include your order number and, where applicable, your subscription details.
Cancellation requests are reviewed based on the status of the order at the time the request is received. Submitting a cancellation request does not guarantee that the order can be cancelled.
Refunds for Cancellations
If an eligible cancellation is approved before processing or preparation has commenced, the applicable refund will be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your payment provider or financial institution.
Refunds relating to product quality issues, damaged or incorrect products, or other issues with an order are handled separately under our Refund and Returns Policy.
This policy does not limit or exclude any rights or remedies available to customers under applicable Australian consumer law.
Shipping Delays
An order cannot be cancelled solely because of a delivery delay after it has been dispatched.
Delivery delays may occur due to circumstances outside our control, including extreme weather, public holidays, peak periods, transportation disruptions or Australia Post delays.
While we will do our best to assist where possible, we cannot accept liability for delays caused by third-party delivery providers, except where otherwise required by applicable law.
Please refer to our Shipping Policy for further information.
Contact Us
If you have any questions regarding an order cancellation, subscription, pre-order or custom order, please email us at enquiries@thecookiedoughco.com.au.
Please include your order number so that we can assist you as quickly as possible.
Changes to This Policy
The Cookie Dough Co reserves the right to update or modify this Cancellation Policy at any time. We encourage customers to review this page periodically for any changes.