Question 1

Where are you located?

Accepted Answer

I am based in Pemberton, BC, Canada. The exact pickup address will be shared once your order is confirmed.

Question 2

How do I place a custom order?

Accepted Answer

Visit the Custom Order (https://www.pembertoncookieco.com/custom-order)page on my website and complete the order form. Once submitted, I'll review your order details and reach out within 24hrs for confirmation.

Question 3

How far in advance should I place an order?

Accepted Answer

I recommend placing your order at least 3–4 weeks in advance. Recently, my calendar has been filling up months ahead, so the sooner you reach out, the better — even if you don’t yet have all the event details finalized. This helps secure your spot and allows time to plan your designs.

Question 4

What is your minimum order quantity?

Accepted Answer

All custom orders require a minimum of one dozen (12) cookies.

Question 5

Do you offer delivery or shipping?

Accepted Answer

All orders are available for local pickup in Pemberton, BC. Delivery may be possible within the Village of Pemberton, and for areas outside, a delivery fee may apply. At this time, I do not ship cookies.

Question 6

What are the ingredients in your sugar cookies?

Accepted Answer

Flour, butter, sugar, eggs, baking powder, pure vanilla extract, salt, icing sugar, meringue powder, food gel colouring, and corn syrup.

Question 7

Are your cookies nut-free?

Accepted Answer

Our cookies are made without nuts. However, they are prepared in a shared commercial kitchen, so while I take great care to clean and sanitize between bakes, I cannot guarantee they are completely free from allergens.

Question 8

How are your cookies packaged?

Accepted Answer

Each cookie comes individually wrapped in a heat-sealed, food-safe bag to ensure freshness. Orders are presented in a bakery box, ready for gifting or display.

Question 9

How long do cookies stay fresh and how should I store them?

Accepted Answer

Decorated cookies stay fresh for 3+ weeks at room temperature if kept in their heat-sealed packaging. Store them in a cool, dry place away from sunlight. Cookies do not need refrigeration, in fact, refrigeration will cause the colors in the icing to bleed.

Question 10

Do I need to refrigerate the cookies?

Accepted Answer

NO! Cookies are best stored at room temperature in their sealed bags. Refrigeration can cause condensation and damage the royal icing.

Question 11

Can the cookies be frozen?

Accepted Answer

Yes! Cookies can be frozen to preserve freshness. Simply place the heat-sealed cookies in an airtight container and store them in the freezer for 3-6 months. To thaw, remove the container and leave it at room temperature for 4–6 hours — keep the lid on while thawing to avoid condensation.

Question 12

Do you offer edible images or only hand-piped designs?

Accepted Answer

All of my cookies are hand-decorated with royal icing for a truly custom look. At this time, I do not offer edible or printed images.

Question 13

What is your payment and refund policy?

Accepted Answer

Full payment is due 14 days before your pickup date. Orders not paid in full will not be baked.
 • Cancellations 14+ days before pickup: Full refund or option to reschedule (based on availability).
 • Cancellations within 7 days of pickup: No refunds. However, I can provide instructions for freezing your cookies so they can be enjoyed later.

Question 14

When will my cookies be ready for pickup?

Accepted Answer

Your cookies will be ready by 9:00 AM on the agreed pickup date noted on your invoice.

Question 15

Can you recreate a cookie I find online?

Accepted Answer

You’re welcome to send inspiration photos for reference. I will use these as a guide to create something in the same spirit, but since all cookies are handmade, I cannot guarantee an exact replica.

Question 16

Will my cookies be posted on social media?

Accepted Answer

Photos of completed cookie orders may be used on my website, social media platforms, and other marketing materials. If your order is a surprise, please note this at the time of booking or pickup, and photos will only be shared after your event.

Question 17

Why do decorated cookies cost more than regular cookies?

Accepted Answer

Decorated cookies cost more than regular cookies because each one is made from scratch, hand-cut, and decorated individually with royal icing. Designs often require custom colors, multiple layers of icing, drying time between steps, and fine piping work, which means a single cookie can take 10–20 minutes (or more) to complete. Beyond ingredients, you’re paying for the time, skill, and artistry that turn cookies into edible works of art made to celebrate special moments.