Thank you for visiting and shopping at cookiekats.com. Kindly go over these FAQs and if you have further clarifications or questions that were not answered below, please email us at cookiekatsshop@gmail.com and our customer service will be glad to assist you..

Do you accept Cash-on-Delivery (COD) payments? 

We offer Cash on Delivery (COD) transactions nationwide via our third party courier (GoGo Xpress). All orders that are registered before 5 PM on a business day, will be sent the next day. The delivery time varies depending on your location (Please bear in mind that delivery to islands and remote areas may take longer).

For Metro Manila, we offer express/same day deliveries via Lalamove. In order to avail of same day delivery, orders should be received and processed by 10am, otherwise they will be scheduled the next day.

Please take note that there may be non serviceable areas for COD transactions. Shipping fees and cost of insurance will be paid for by the customer, unless stated otherwise in any promotional events.

Also, the customer will be shouldering all extra charges such as gate fee, toll fee, etc.

How long will I wait for my package to arrive?

For orders within Metro Manila, standard deliveries typically take 3-5 business days, while Provincial orders take around 3-7 business days, both depending on the location and courier. 

Prior to endorsing your item to the courier, we will send a confirmation message. 

Note that we do not control the time of the delivery once it is on transit status. Also, there are instances when the shipping time will take longer than stated.

Delays may be due, but is not limited, to the following reasons:

 - Incomplete address details;

- The receiver cannot be reached or is unavailable;

- Incomplete contact details provided; 

 - Delivery area is not covered via COD delivery or is considered as remote area by the courier.

Always make sure to provide your complete address (including landmarks if possible) and contact details to ensure a successful delivery.

I did not receive any confirmation on my delivery. What should I do?

If you successfully used our checkout system, you should receive a confirmation in about 60 seconds after finishing the process.

However, the tracking code may take a bit of time since it takes 24 - 48 hours to register it via 3rd party logistics. If you still did not receive any confirmation within 24 - 72 hours, please send us an email at cookiekatsshop@gmail.com so we can assist.

Can I cancel my order after my order has gone through?

Unfortunately, you cannot cancel your order when it is already shipped. 

I would like to request for a refund or return the item. What is the process?

If you're not entirely satisfied with your purchase, let us know. We only accept item refunds within 3 days of purchase for damaged/ defective items for COD, and upon payment verification for prepaid transactions, subject to return of the said item. Please refer to our Refund policy for details.

What do I do if I have received the wrong product?

If you have received the wrong product, please email us (attach a photo of the item received) and instructions on the refund process will be sent to you.