Placing a Customer Cookie Request:

We are typically booked 1 month out (and sometime more depending on the time of year--- busiest times are April/May/June + October/November/December).  We are very rarely able to accommodate orders that are submitted within 14 days of pick up.

There are times when you submit a request for a date that our calendar shows as open, but we communicate to you that we are unable to accommodate your order.  This is because the details/intricacy of your request requires more time than what is available (this often happens with Character and Pet Portrait requests)

It is never "too soon" to submit a request, but you must know the following:

-- Theme

-- Color Palette

-- Quantity (If you are unsure of how many you will need, I recommend locking in for slightly less than you think and then you can add on 1-2 dozen to your order up to 10 days prior to pick up)

We are unable to "save a spot" without these 3 details and payment.

Deposits:

We are unable to accept deposits to hold a date. We require payment in full to secure your event on our calendar. We collect payment through email invoicing (service provided by authorize.net/American Express)

Cancellations:

You may cancel your order up to 14 days prior to your pickup date with Ruby Lou Company retaining 50% of your order payment.  No Refunds will be given if you cancel within 14 days of your pickup date.  It is important to note, that our cookies freeze well and we provide direction to help you with this process.

Rescheduling:

We realize life happens and sometimes you need to reschedule your event.  If requested at least14 days prior to pick up, we will allow you to reschedule your order to a future date based on availability, with no loss of payment.  Please note this option is subject to availability.

Shipping:

No, we do not ship our cookies

Allergies:

Our cookies & icing are nut free; however, they are produced in a kitchen that has contained nuts.  At this time our cookies do contain eggs, dairy and gluten.  We do not offer an allergen free options at this time.