Frequently Asked Questions

Frequently Asked Questions


How many cookies should I buy if I am having "x" amount of people?

The catering rule of thumb is 2-3 cookies per person, depending on what other desserts are being served. 

If it is only our fabulous cookies, we recommend serving a higher quantity; if the cookies are to augment ice cream and cake, you'll only need a few to jazz up your dessert table.

All custom work is a 24 units minimum.


Do you have a catalog? 

In an effort to go green (or shall we say, preserve in pink?), we have put a pause on printing additional catalogs. However, our website is the best resource for the most up-to-date Eleni's information and products, so feel free to peruse our online Cookieland and order away! Want us to mail you a copy the most recent catalog available from our archive? Contact or 1-888-435-3647 and a Cookie Concierge will be happy to assist you.


What is your return policy?

Due to the nature of our delicately baked and iced products, we do not accept returns or exchanges. However, Eleni's has been baking and icing cookies for over 10 years, and we take great pride in providing our customers with a quality product and excellent customer service. If you are not satisfied with your purchase, please call our customer service line at 888-435-3647 and we will be happy to work with you to correct the issue in whatever way we can!

Can I ship to multiple addresses?

Absolutely. Once you have entered the checkout process on, you will have the option to select a different recipient per item in your cart. You can choose from your Address Book or add a new one to the list.


Can I ship one party favor to 100 different friends or business associates?

It would be our pleasure! Feel free to contact Cookie HQ at 1-888-435-3647 for more details.


What forms of payment are accepted? 

We accept all major credit cards including: Visa, MasterCard, American Express, and Discover. At our two retail stores, we accept cash payments as well. However, we do require credit card payment for all pre-orders for store pickup and local messenger delivery. 


Is there sales tax? 

There is no sales tax on any baked good that we make at Cookie HQ. 


How do I know if something I purchased is on backorder? 

If one of our items is on back order, the product page will note the lead time for the next available shipment. If we will not be producing any more of that particular item, the product page will include an "Out of Stock" notice.


How can I check the status of an order? 

Please call our customer service line at 888-435-3647 Monday – Friday 9am – 6pm. We would be happy to track it for you. Additionally, tracking numbers are included in your shipping confirmation email for all UPS orders. 


How will I know that my order was received?

After you hit the PAY button on Step 2 of our checkout process, a CONFIRMATION page will appear, and you should receive an immediate email confirmation. If you do not receive an e-mail confirmation, your order has not gone through with


I already placed my order. Can I change part of it, such as the delivery date, delivery address product or gift message?

We would be happy to help you edit your order as long as it is not already in transit.  Please call 888-435-3647 and we'll make those changes for you! Custom designs cannot be edited within 48 hours of delivery.


Can I cancel my order?

As long as your order has not yet been shipped from Cookie HQ, we can cancel your order for you. Please note that custom orders must be cancelled within 48 hours of delivery.


How far in advance can I place my order?

At Eleni's, we're happy to offer you the opportunity to buy now and ship later! You can order any of our active pre-designed items and any custom designs as early as you would like for future shipment. 


Can Eleni's assist with business gift giving and large orders? 

We would love to provide assistance with gift ideas, custom orders or just about anything cookie related. This is our specialty! Give us a call at 888-435-3647 and a Corporate Cookie Concierge will work with you on creating the perfect treat for your clients or guests!

Can Eleni's place a photograph or corporate logo on a product? 

Definitely. We can add your photo, logo or graphic as an edible image to our cupcakes or sugar cookies using food-safe edible inks and printable sugar film. You can either upload your graphic online using our Design Your Own section (on the top nav), or you can email your logo as a jpeg attachment at a resolution of 300 dpi to All custom work is a 24 units minimum.  Want to talk to a Cookie Concierge about how it all works? Give us a call at 888-435-3647. 


What is the shelf life of your signature products?

Our hand-iced Conversation Cookies have a 2 month shelf life if left in the packaging and last up to 6 months if frozen (do not refrigerate). Our Crisp Collection cookies have a 6 month shelf life if stored in the packaging. Our cupcakes should be eaten within 24 hours for ideal freshness, but can continue to be enjoyed for several days after receipt. Freeze and thaw for later enjoyment!


I see that you're a nut free bakery. What does this mean?

In August 2010, we cleaned our plant of all peanut, tree nut and coconut products and ingredients, including seeds. We are proud to be a completely peanut and tree nut free dedicated facility. Our products are completely safe for the entire nut free community.


And you're kosher too?

Yes! All baked goods produced at Cookie HQ are OU Kosher Certified, manufactured under the supervision of the Kasruth Division of the Orthodox Union.


What gluten free products do you offer?

We do not have a certified gluten free kitchen, and therefore, we cannot guarantee safety for those with Celiac Disease. However, if you live in the NYC area, we do offer delicious flourless mini chocolate cupcakes year round - both on our website and in-stores! We hope to develop more gluten free options in the future.


Are your products all natural?

Our Chocolate Chip, Oatmeal Choc Chip, Ginger Snappy, and Pink Sugar cookies from our crisp collection are completely all natural, as are our Color Me! cookies. Our hand-iced sugar cookies and cupcakes do include colored dyes that do not qualify as all natural, however. 


Sugar Free? Dairy Free? 

All of our baked goods are made with milk and sugar and are not safe for those with sensitivities to these ingredients.


What makes Eleni's so unique?

Eleni's signature sugar cookies are made completely by hand. They are the product of hours upon hours of brainstorming, imagining; designing and redesigning; carefully hand-cutting and hand-icing layers upon layers of intricate colors and textures; fitting each puzzle-piece-like shape into our signature gift packaging to ensure perfection upon arrival. No conveyer belts, no automated decorating, no mass production. It's all done the old fashioned way, one cookie at a time.


Why am I having trouble viewing the site?

Eleni's website is best viewed via Google Chrome, this is because our site is a high-volume eCommerce business; it downloads our images and information much quicker for your viewing abilities!  If you are having trouble browsing our site, i.e. you are viewing old images, it may be because you have previously visited our site, and your browser is saving the old images rather than downloading the new information that we have added to our site.  Darn browsers! The best quick-fix for this is to Empty the "cache" in your browser.  Here is how to do it in the following common browsers:

Internet Explorer: Click on Tools/Internet Options - Under Temporary Internet Files - Click Delete - Click "OK" - Restart your browser

Firefox: Click on the Tools Menu - Click Options - Select the Advanced Panel - Click on the Network Tab - In the "Cached Web Content" section - Click Clear Now  - Restart your browser

Chrome: Click on the Chrome Bar on the top right of your browser (should look like 3 lines) - Select Tools - Click Show Advanced Settings - Under Privacy Click Clear Browsing Data - Select Empty Cache Only - Select from beginning of time - Click OK - Restart your browser

Safari: Select the menu bar - Click Preferences - Select the Advanced tab - Select Show Develop Menu in menu bar - Now from the menu bar click Develop and Empty Caches - Restart your browser