Order Policies

Below is a general outline of our order policies, procedures, and allergen info. Please read carefully and contact us with any questions or requests for further clarifications. Note that this page may be updated from time to time and may change without notice. Please be sure to review each time you place an order and contact us with any special requests or accommodations.

Processing

All items are made to order in a shared home kitchen not subject to inspection. Products may come into contact with or contain common allergens including, but not limited to wheat, soy, dairy, peanuts and tree nuts.

For certain items, additional store-bought ingredients or decorative elements may be added to enhance flavor or decoration.

Packaging/Presentation

All cookies will be individually heat sealed with an ingredient label adhered to the underside unless noted otherwise.

If you require special packaging, gift boxing or other presentation requirements, please let us know upon placing your order.

Pickup/Order Fulfillment

All orders are to be picked up locally on an appointment basis. Orders will be available for a contactless porch pickup in the City of Tonawanda, NY. Address will be provided prior to pick up. We do not offer delivery at this time.

If you need to change your pickup appointment, please contact us to make arrangements. Failure to show may result in forfeiting your order.

Pickup orders are generally boxed or bagged and labeled with the customer’s name. Be sure to double check the name label to confirm the order you are picking up is yours. There may be several pickups scheduled for the same day/time.

Shipping

Shipping is available on select products for an additional charge. Please inquire for details.

Payment

• Payment is due in full at time of pickup. Accepted forms of payment include cash, check or Venmo.
• Failure to pay will result in the rejection and decline of future orders.
• A deposit or prepayment may be required in advance on certain orders — particularly large orders or custom products.

Cancellation/No-Show Policy

Cancellation requests must be made in advance with sufficient notice. It takes a great deal of planning and time to prepare for each order — especially custom cookie orders, where supplies and ingredients are purchased, and cookie cutters are produced in advance. For this reason, order deposits are non-refundable.

Custom orders must be cancelled a minimum of seven days in advance, preferably sooner. Cancellations beyond the seven-day window or failure to show at your agreed pickup time may result in the following:

1. Rejection or decline of future orders.
2. Required pre-payment in full moving forward.

Change Order Policy

If you need to modify your order (change designs, increase/decrease quantities, etc), please contact us as soon as possible.

Cookies are decorated in stages and require sufficient drying time between icing layers and color applications. For this reason, we cannot guarantee that accommodations can always be met, as designs may have already been produced or there may be insufficient lead time to add to your order prior to your pickup date.

Order changes are subject to prior approval.

Refunds

Since cookies are an edible product, returns or exchanges are not accepted. If you are unsatisfied with your order for whatever reason, please contact us. Full or partial refunds are at our discretion, but we will do our best to work with you to ensure your complete satisfaction.

Cookie Care and Expiration Info

• Cookies are fragile and must be handled with care during transport and handling. Do not position them where they may fall or slide and do not set anything on top of them. We are not responsible for damaged cookies after they have been picked up.
• When stored in a Ziplock or airtight container, decorated sugar cookies stay their freshest for about a week.
• It is not recommended to store your cookies in the refrigerator, as the humidity and condensation from the fridge can ruin the designs.
• It is best to store cookies on the kitchen counter, out of direct sunlight or in a cool, dry place.
• Cookies may be kept frozen for up to three months. Place in an airtight container and place in the freezer.
• To thaw and enjoy again, simply set out the container on your counter UNOPENED. Leave out for at least two hours, or until room temperature before opening.

Purchasing Agreement

By checking “I have read and agree to the order policies” (required for submission on a web order/quote request form), you are confirming that you have read, understand, and agree to the rules, policies and information outlined on this page. Furthermore, you agree not to hold Brittany Tiebor/Buffalo Cookie Momster responsible for any instances of foodborne illness or allergic reactions related to a product ordered from Buffalo Cookie Momster.

By checking the box, it is implied that the above agreement will also apply to all future orders placed online, electronically (email/text/social media), verbally or by phone.