FAQs

We baked up this FAQ to cover everything from warm-up times to cookie emergencies.

Cookie Questions

What if my order arrives damaged, incorrect or never arrived/arrived late?

Please contact us within 48 hours of delivery with your order number and photos of the product & packaging. We’ll make it right with a replacement or refund.

Please Note: Order Replacement Inquiries without photos will not be accepted

Read our full Returns & Refunds Policy here

My Ice Pack isn't Cold are my cookies okay?

Yes! Our cookies are designed to be shipped and stored at room temperature, so they're perfectly safe to enjoy even if your ice pack has completely thawed.

We include a reusable ice pack as a complimentary extra to help moderate the temperature during transit and keep your cookies looking as fresh as possible. It's not meant to keep the cookies refrigerated, and it's completely normal for the ice pack to warm up before your package arrives—especially during warmer months.

In fact, many gourmet cookie companies don't use ice packs at all.

Why does my cookie look different than the photos?

Because every skillet is handmade, slight variations in frosting, toppings, or appearance are completely normal.

No two cookies are exactly alike.

My frosting melted. Is something wrong?

Not at all! Our frostings and toppings may soften or shift during shipping, especially in the summer months.

This is purely cosmetic and does not affect the quality or taste of your cookies.

How long do the cookies stay fresh?

  • At room temperature: Up to 10 days
  • Refrigerated: Up to 21 days
  • Frozen: Up to 3 months

Can I reheat them?

Absolutely! Use the included skillet in the microwave 15-30 seconds. We have found 15 seconds for 2" and 30 seconds for 4" to be optimal heating times.

*12" Party Skillets do NOT fit on most microwaves and honestly... are better cut like a pizza and served room temp anyways


No microwave? No problem! Flip the skillet over to take the treat out, put it on a pan and toss it in the oven!

Our Skillet containers are NOT OVEN-SAFE, please remove the treat from the Skillet if reheating in the Oven.

Ordering & Shipping

When will my order ship?

We bake orders fresh the day after your order was placed and they hit the road within 48 hours from the time of baking!

How long will delivery take?

Once shipped, orders typically arrive within 1–4 business days, depending on your location and the carrier.

Please note. Orders shipped on Friday can deliver Monday/Tuesday based on location due to some carriers not shipping on Sunday's

Read our full Shipping Policy here

Can I schedule a delivery date?

Not at this time. Orders are baked and shipped within 48 hours.

Do you ship nationwide?

Yes, we ship to the 48 Contiguous U.S. states, excluding Alaska and Hawaii. We do not currently ship internationally.

Can I ship to a P.O. Box?

Unfortunately, no. A physical street address is required.

What if my order arrives damaged, incorrect or never arrived/arrived late?

Please contact us within 48 hours of delivery with your order number and photos of the product & packaging. We’ll make it right with a replacement or refund.

Please Note: Order Replacement Inquiries without photos will not be accepted

Read our full Returns & Refunds Policy here

My ice pack isn't cold. Are my cookies okay?

Yes! Our cookies are designed to be shipped and stored at room temperature, so they're perfectly safe to enjoy even if your ice pack has completely thawed.

We include a reusable ice pack as a complimentary extra to help moderate the temperature during transit and keep your cookies looking as fresh as possible. It's not meant to keep the cookies refrigerated, and it's completely normal for the ice pack to warm up before your package arrives—especially during warmer months.

In fact, many gourmet cookie companies don't use ice packs at all.

If your cookies arrive a little soft, that's expected and won't affect their quality. Our skillet cookies are actually meant to be enjoyed warm—just microwave one for 15–30 seconds for the perfect gooey experience.

Product & Packaging

What’s with the skillet in every order?

Every box includes our biodegradable, reusable black plastic skillet. It’s microwave-safe so you can reheat your snacks and enjoy them just like they came fresh from the bakery.

Our Skillet containers are microwave-safe, do not reheat in the oven.

Is the skillet actually reusable?

Yes! Customers love saving and reusing them for reheating cookies, serving desserts, or even as bowl for cereal!

How are the snacks packaged inside the box?

Each snack is boxed (beautifully) and secured to keep it safe during shipping. We may also include insulation or ice packs during warmer months to maintain freshness.

Discounts, Reviews & Loyalty

Do you offer discounts for returning customers?

Yes! Every box comes with a discount code card for your next order.

How do I leave a review?

Each order includes a card with a QR code — scan it to leave a review and share your unboxing experience.

Do you have a loyalty program?

Yes we do!! Click here to sign up for our SWEET SUITE Rewards Program to get points on every order which you can apply as discounts and free products the longer you remain a member!

Flavors & Ingredients

Can I pick the exact flavors I want?

Right now, we offer curated collections with rotating flavors as we test them, perfect them and then release them!

Are your snacks nut-free, gluten-free, or vegan?

Some flavors contain allergens. We clearly label all allergens here. Please review carefully before ordering, as we bake in a facility that handles nuts, dairy, and gluten.

INGREDIENTS are available upon request

Do you provide nutrition information?

Yes! All Nutrition facts and ingredient lists can be found on our Nutrition & Allergens Page!

INGREDIENTS are available upon request

Issues & Support

Can I cancel my order?

Orders may only be canceled before they are baked or processed. Since we bake fresh to order, cancellations after the batch has been prepared are not possible.

How can I contact you?

Email us at hello@skillets.com. We respond within 1–2 business days.