OHC respects the privacy of customers, employees, business partners and job applicants who provide personal information on our website, in our store or over the phone. We understand the need to protect and manage the use of any personal information provided to us and do so with discretion. We may collect a variety of information that is crucial to carrying out our service, and will only share such information with employees needing to be informed in order to complete the necessary tasks.
OHC may request certain information that is crucial to completing orders, such as name, phone number, address, email address, etc. It is understood that the requested information is done so on a voluntary basis. OHC is in no way forcing one to give up information unwillingly. This being said, not disclosing certain information may not allow for order confirmation.
OHC requires any customer looking to cancel her/his order to do so in writing 30 days prior to the pick-up/deliver/shipping date. By doing so, the customer will receive a full refund minus credit card fees accrued by the initial transaction and the refund transaction. Any order cancellation made with less than 30 days notice can be saved as “credit” for a future order within the same calendar year.
OHC orders must be placed at least 10 days prior to the pick-up/ delivery / shipping date. This does not guarantee our availability to confirm an order as dates can reach capacity and are therefore booked. The advance notice allows ample time to complete productions of your order from start to finish. Sundays and holidays are excluded from our production schedule and well not be counted in our timeline of cookie orders. To request any changes to your order, we will be available to chat on the phone or via email during our shop hours. OHC cannot be held responsible for any time sensitive requested adjustments to your order that are made outside our store hours.
OHC offers the options to pick up custom cookies orders at our store location.. Customers choose a specific date and time from given availability. OHC employees may or may not contact customers as a reminder for pick-up. If the customer chooses to have someone else pick-up their order, OHC suggests that the customer inform us of the change. OHC does not require photo identification for pick-up, the custom order will be handed to the shop guest when a order name confirmation is given.
We do not currently offer delivery,
OHC ships anywhere in the United States and prefers to use USPS Priority 2-Day for all shipping orders. Shipping rates vary due to the custom weight and destination of each package.
OHC requires that custom orders to be shipped be placed with ample advance notice. The customer understands that the productions process is multiple days, as is the shipping time frame post production. Rush orders cannot be shipped, as they do not allow enough drying time to safely package cookies for shipping purposes. OHC cannot guarantee perfect quality of shipped cookies. Once the cookies leave our bakery, we are no longer responsible for the condition of our product. Any issues with broken or damaged shipment must be discussed directly with USPS.
OHC decorators are very talented and match requested designs as closely as possible. While exact image replications are only possible with our printed image logo cookies, our decorating team works very hard to create as close of a hand-drawn duplicate as possible. Using icing as a medium restricts certain details from being created within our designs. Colors may be matched identically during production, but alter slightly during the allotted drying time. Certain colors may be more accustomed to bleeding. OHC cannot be held accountable for any color changes that may occur. Due to the necessary drying time to complete each order, decoration adjustments cannot be made within 4 days of the pick-up/ delivery / shipping date.
OHC offers printed image logo cookies for custom orders with the owners’ permission, but is not able to edit the images in any way. The exact .jpeg sent to us will be the exact image printed on your cookies. The images are printed “as is” using and Eddie edible ink printer. Similar to icing color, some slight color changes may occur on logo cookies. The size and quality of the .jpeg will determine the outcome of the cookies. OHC cannot be held responsible for sub-par quality of an image.
It is the policy of OHC to not decorate any designs using licensed or copyrighted images, text or characters. Not only are these designs incredibly difficult to capture in icing as a medium, the fines associated with using such images/text/designs can be upwards of tens of thousands of dollars and thus, not worth the risk. Thank you for understanding.
Note that OHC reserves the right to periodically make adjustments to any policy within the company. If you have any questions regarding our Privacy Policy Statement please contact is via email at: [email protected]. We are happy to discuss any questions or concerns you may have
