FAQ’S

Tell me a little about the Chip-N-Dough Cookie Company.
The Chip·N·Dough Cookie Company makes delicious gourmet cookie gifts and gourmet cookie dough. Our chewy gourmet cookies which include: Chocolate Chip, Oatmeal Raisin Spice, Snickerdoodle (Cinnamon Sugar), Peanut Butter, Peanut Butter Chocolate Chip, Chocolate Brownie (Brookie), Oatmeal Coconut Chocolate Chip and Chocolate Toffee Chunk are made from the finest ingredients. We use Ghiradelli Chocolate, all natural Peanut Butter, fresh Hawaiian Coconut, plump juicy Raisins, pure Cane Sugars, whole eggs, and other wholesome ingredients. We make everything by hand to ensure that old-fashioned homemade taste. With over ten "Best Cookie" awards under our belt, we are confident that our cookies are the best!

What is a Reseller Program (Drop Shipping)?
Drop Shipping is the shipping of merchandise from a supplier directly to a customer, to minimize inventory and administrative costs on your end. You would be Reselling our products on your site. This allows you to diversify your site, giving your customers no reason to go else where to shop.

How does it work?
You take orders on your website using our images and descriptions, process the credit cards, provide customer service, pass us the recipient information and order details, then we drop ship the orders directly to your customers for you. You pay wholesale pricing and there are no minimums, no inventory, no membership fees and no sign up fees. We provide you with photo quality images and descriptions that you can use on your site. Once your customer has placed an order on your site you simply process your order electronically via FTP (file transfer protocol) or by using our easy to use Reseller Order Page and we do the rest. After we have shipped your customers gift we will either FTP or email you the tracking information with the corresponding order numbers, whichever you prefer.

Where are the cookie gifts shipped from?
Our cookies and gifts are baked and shipped from our bakery here in Santa Ana, California. Santa Ana is located in Orange County, which is about 10 minutes south of Disneyland.
Our address is:

Chip-N-Dough.com
1627-A East Edinger Ave.
Santa Ana, Ca. 92705

How much profit can I make on each cookie gift I sell?
That is up to you. We give you a list of our shipping and suggested retail prices, which we have found to bring the best conversion rate, but the final price is entirely up to you. A Reseller's initial discount level is based on their yearly sales forecast and prior sales performance. As a Reseller's sales volumes increase, we will evaluate the level of performance and adjust the discount percentage accordingly. We reserve the right to decrease your discount percentage or terminate the partnership if you fail to meet certain sales volumes that we have designated. In this event, we will notify you by mail or email immediately. Resellers will be awarded an increase in their discount based on the magnitude and consistence of increased sales volumes.

Which products are available and how do I obtain the pictures and descriptions for my website?
Once you have been accepted to our program and signed our Reseller Agreement we will grant you access to our Product Page that includes downloads of all the products, descriptions as well as suggested retail pricing. Available products may change around major holidays depending on order volumes or other factors. We will notify you immediately via email if any listed product becomes unavailable or new products become available.

How long do the cookies stay fresh?
Our cookies are baked and shipped the same day to ensure freshness. The shelf life is pretty much the same as if you baked them yourself out of your kitchen, about 7-10 days, but we do it on a much larger scale. We use no artificial flavors or preservatives so we suggest that they be eaten as soon as possible or frozen to preserve the freshness.

What is the cut off time for orders?
For orders to be shipped on the same day as ordered, processing of your order must be completed by 1:00 PM PST.

How do I place my orders?
You can either go to our Reseller Order Page to place your orders manually, FTP (file transfer protocol) us your orders or email our custom Excel spreadsheet to us. Our larger volume partners send their orders electronically (FTP), however not all of our partners have this capability. Once your order is placed, you will receive an automated order confirmation confirming we have received your order. Around 10pm on the night your order ships, you will receive notification that your order has shipped and at this time you can track your orders though your account on our website or you will be FTP'ed a file with your tracking numbers, whichever you choose.

Do you require a minimum order amount or can I simply purchase one item at a time for my customers?
There is no minimum order, no fees or membership cost associated with our drop ship program.

How long can the gift card be?
252 characters each, which includes blank spaces and the signature line. Please make sure to include who the gift is from to avoid the recipient calling and asking who sent the gift.

Can our customers request future arrival dates?
Yes, we have the ability to take orders for future arrival dates. Orders placed on the Chip-N-Dough website will be done by SHIP DATE whereas orders sent via FTP can be by Ship or Delivery date. If you are FTP'ing your orders to us you will need to let us know which way you would like it set up.

When do I get paid for the orders I send to you?
If your site is e-commerce enabled, you should be paid immediately when your customer places their order from your website. You must then send us the order to be shipped to your customer.

How do I pay for my merchandise? What types of payments do you accept?
You will be charged for your order at the time your order is placed. We accept Visa™, MasterCard™, Discover™ and American Express™ cards.

Do I need to charge my customers sales tax?
We are unable to answer this question since it would be better addressed by your local and State government agencies. Your local library or a personal accountant is a great resource for specific information about this subject.

Do you ship Internationally?
At this time we only ship in the United States.

Do you ship to PO Boxes? APO's & FPO's?
No, unfortunately, UPS does not ship to PO Boxes, APO's or FPO's. Chip-N-Dough assumes no responsibility for any orders addressed to P.O, APO or FPO boxes.

How do I know when my order has been shipped and if my customer has received it?
FTP Orders - We will FTP your tracking to you around 10PM PST as a delimited text file that contains your website's order number and the tracking number.
Website & Excel Spreadsheet Orders - You may track your gift after 10:00 PM PST on the day your gift has shipped by clicking the "Your Account" link on our homepage and logging into your account.

How do I handle customer complaints or returns?
When addressing your customer's requests or concerns, be sure to reply to them promptly (within 24 hours) and reassure them that their concerns will be addressed quickly and efficiently. Most customer issues are related to shipping so be sure to be familiar with our shipping policy page. If you can not answer a customer's question, email us at customer-service@chipndough.com Be sure to include a description of the problem, the order number, ship date/delivery date, recipient's name, phone number and any other pertinent information regarding the issue and we will be more than happy to help you. At Chip-N-Dough we stand behind our product! All our gourmet cookies come with a 100% satisfaction guarantee. Sorry, but we cannot extend our guarantee to orders for which we are given an incorrect address. Please review our Shipping Policy for more information.

Do you include any advertising materials in the shipping boxes?
We do not include any advertising or promotional materials in the shipping boxes with your orders.

What is your substitution policy?
Occasionally substitutions may be necessary to ensure timely delivery of your gift, but this is very rare. We will make every effort to substitute with an item as similar as possible to your requested gift choice. Substitutions will be made only with items of equal or greater value and we will inform you first if we have to make any substitutions.

What determines my discount level?
A Reseller's discount level is based on their sales forecast and monthly sales. We reserve the right to decrease a Reseller's discount percentage or terminate the partnership altogether in the event of declining or torpid sales.

What are my obligations as a Reseller?
- Maintain a Secure website (SSL)
- Account in good standing
- Resolution of customer complaints
- The development, operation, and maintenance of your site.
- The accuracy and appropriateness of materials posted on your site, including among other things, all product-related materials.

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