Frequently Asked Questions
Product Questions
1. How long will Smiley Cookies stay fresh?
As long as they remain in a sealed container, your Smiley Cookies should remain fresh for about a week. They will lose freshness more quickly if left out. However, 20-30 seconds in the microwave will "refresh" a hardened cookie. Additionally, if you’d like to preserve your cookies longer, they can be wrapped and stored in the freezer.
2. How big are the original and mini round cookies?
Our big cookies are 4” in diameter an our mini cookies are 2.5” in diameter.
3. Do Smiley Cookies include trans-fats?
No, our Smiley Cookies do not contain any trans-fats.
4. Are there any allergens contained in Smiley Cookies?
Our cookies are made in a peanut-free and tree-nut free facility. No peanuts, tree nuts, or nuts of any kind ever enter our bakery. We also ensure that our ingredients are not produced in facilities that process nuts. Our cookies do contain Wheat, Egg, Soy, and Dairy ingredients.
5. Are Smiley Cookies Kosher?
Yes, The Orthodox Union supervises our production and certifies that all of our cookie gifts are Kosher Dairy. Check out our Kosher Cookie Gifts
Ordering Questions
1. How do I find out the status of my order?
2. What happens after I place an order?
When you submit your order, you will see a "Thank You" page that will have an order confirmation number on it. This is a confirmation that your order has successfully processed. You will also receive a confirmation email with this order number. Your order is then sent over a secure connection to our fulfillment team. If there are any problems with your order, we will contact you by phone or email. When our team has filled the order and packaged it for shipping, you will receive another email with the package’s tracking number, so that you can track its progress in transit. If at anytime you would like to check the status of your order please visit our .Order Status Center
3. I forgot to add a gift message to my order - can I add one?
Yes, as long as your order has not shipped we can add one, at no charge. Please contact us Online or 877-860-3999 and we will be more than glad this to your order
4. Can I change the delivery address?
Yes, as long as your order has not shipped we can change the address, at no charge. Please contact us Online or 877-860-3999 and we will be more than glad this to your order.
5. I received my order, but there’s a problem with it. What now?
If your order arrived late, had missing or incorrect items or sizes, or if your cookies arrived broken or stale, please email us or call us at (877) 860-3999. We will do whatever it takes to correct the problem.
6. I placed an order, but I didn’t get an order confirmation.
Automated confirmations are emailed immediately after your order is placed. The last screen you should have seen should have been a confirmation screen with an order number. If you did not see that screen, it’s likely that you did not finalize the transaction; if you have not been charged, your order was never processed. If you did finalize your order, check that your confirmation is not stuck in your spam or junk mail folder. Also, be sure that you are checking the correct mailbox - your confirmation will be sent to the email address you entered during checkout. If you are still unable to locate the confirmation, please email us or you can also call us at (877) 860-3999.
7. I placed an order, but I still haven't received it. What do I do?
When you submitted your order, you should have received a confirmation email with your order number. You check the status of your order atOrder Status Center If something seems amiss with the tracking information (i.e. Your order shows up as "Delivered," but you never received it), please email us or you can also call us at (877) 860-3999.
8. Can I cancel an order?
If your order has not been shipped yet, we can cancel it for you. Contact us immediately at by phone at (877) 860-3999.
9. Can I ship to multiple addresses from the same order?
Yes, this is possible. Just select Checkout with multiple addresses when checking out.
10. Will I be charged sales tax on my order?
Smiley Cookies are exempt from sales tax. We are required to collect sales tax on other items (such as mugs), and gift packs containing such items, when they are shipped to destinations in Pennsylvania, Ohio, and West Virginia. In these cases, you will be charged the sales tax rate on the cost of the item(s) and on the cost of shipping.
11. Can I select the date when I want my order to be delivered?
Yes, you can. Throughout your order process, at Smileycookie.com, you will many opportunities to select which date you would like your order to be delivered. Depending on which date you select you will be offered a variety of shipping options which will allow us to get your order delivered on your requested date. If you would like a less expensive delivery option, it is recommended that you try a later date.
Payment Questions
1. When will my credit card be charged?
If our system verifies that you are using an authorized credit card and there are sufficient funds available, a hold in the amount of your purchase will be placed on your account upon submitting your order. Your account will be charged when we ship your order. If there is a problem securing authorization on your card, our system will not allow you to proceed. In this case, check that you’ve entered your information correctly. You may need to use an alternate card.
2. I have an Eat'n Park gift card. Can I use that as payment?
Unfortunately, at this time, we are unable to accept gift cards as payment in our online store.
3. Is it safe to use my credit card online?
We encrypt your payment information and send it over the Internet using SSL (secure socket layer) technology. This means that no one can see your information but us. Additionally, we do not store your credit card information on our website after your purchase has processed.
4. My credit/debit card keeps getting declined, but I know I have the funds available. What's the problem?
The most likely cause is the card security code from the back of your card. The security code is a 3 or 4 digit number which is not part of the credit card number. The number is not embossed on the card and hence not printed on receipts making it difficult for anyone other than the genuine cardholder to know it. This reduces the chance of fraudulent card use. Our system verifies the accuracy of this number. Make sure you are reading the number correctly. For Visa, Mastercard, and Discover Card, the code is the last 3 digits of the number printed on the back of the credit card in the signature field. For American Express, it is the 4 digit number printed on the right side above the imprinted card number on the front of the credit card. If you’re sure that you’ve entered all of your credit card information correctly, make sure that the billing address you’ve entered corresponds to the address your provider has on file for that card.
5. Which credit cards are accepted?
We accept Visa, MasterCard, Discover, and American Express. You can also use your debit card for payment if it is accredited by one of these providers. We also offer PayPal if you have an account with them.
APO/FPO Orders
1. What is an APO/FPO address?
APO and FPO addresses are military addresses used for sending domestic mail to military locations outside the continental United States. APO stands for "Army Post Office" and is associated with Army or Air Force installations. FPO stands for "Fleet Post Office" and is associated with Navy installations and ships.
2. How long will it take my APO/FPO order to be delivered?
Please note that due to the nature of shipping APO/FPO orders, delivery to APO/FPO addresses may take up to 4 weeks.
3. I don’t see any tracking information for my order, even though it was shipped several days ago.
Because of the way APO/FPO mail is handled by the post office, tracking information may not be available for several days, and in some cases, not until your order is delivered.
4. What is the correct way to enter an APO/FPO shipping address? Where do I put the recipient’s unit number, title, etc?
Here’s the correct way to enter this sample address: PFC John Doe
123 ENG 2nd PLT – B CO
Unit 001
APO AP 11111
