Shipping policy

Processing & Fulfillment
At Onue Bakery, all of our cookies are freshly baked to order from scratch and carefully air-sealed for safe delivery. We ship nationwide within the contiguous United States (48 states + Washington, DC). We currently do not ship to Alaska, Hawaii, or PO Boxes. Orders are shipped every Monday morning to ensure maximum freshness. Weekly order cutoff is Saturday at 6 PM CST. Once your order ships, you’ll receive a tracking number via email.

Shipping Methods & Delivery
We ship exclusively with UPS Ground, which includes tracking. Orders of $72 or more ship free. Most deliveries arrive within 2 to 4 business days, depending on destination and UPS service conditions. UPS typically delivers Monday through Saturday. We do not require signatures for delivery by default. Please note: once your package has been handed to UPS, delivery timing and final placement are determined by the carrier.

Shipping Responsibility
Once UPS has possession of your package, delivery timing is determined by the carrier and may be affected by factors beyond our control. We are unable to offer refunds or replacements for carrier delays, weather-related disruptions, packages marked as “Delivered” but not retrieved, or orders shipped to incorrect or incomplete addresses. If your package appears lost or damaged in transit, we’re always happy to assist with next steps, including guidance on filing a claim with UPS. Please note that claim outcomes are determined by the carrier.

Porch Theft & Delivered Packages
UPS deliveries do not require a signature by default. Once a package is marked as “Delivered” by the carrier, it is considered successfully delivered. Onue Bakery is not responsible for packages that are lost or stolen after delivery confirmation. We are unable to issue refunds or replacements for packages marked as delivered. If you live in an area where package theft is common, we recommend selecting a UPS Access Point or participating UPS Store location for secure pickup. Please confirm with the location in advance to ensure they accept hold-for-pickup packages. You may also choose to request signature confirmation through UPS if additional security is preferred.

Incorrect Addresses & Delivery Issues
The shipping address entered at checkout is exactly what we use to generate your label. Please carefully review your address before placing your order. Orders returned or lost due to an incorrect, incomplete, or undeliverable address are not eligible for refunds. Because our cookies are perishable and baked fresh to order, packages that are returned to us after transit cannot be reshipped. If you would like your order sent again, a new order must be placed and new shipping charges will apply.

Warm Weather Advisory
Our cookies are not shipped in insulated packaging or with ice packs. During warmer months, we recommend monitoring your tracking and ensuring someone is available to receive the package promptly. While we cannot guarantee delivery timing or placement, if your cookies arrive slightly warm from their journey, they are still perfectly safe and delicious. Simply refrigerate for 20 to 30 minutes to help restore texture.

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