FAQ


** Orders placed today will not arrive before Christmas **

HOLIDAY SCHEDULE ORDER DEADLINE
Thanksgiving (US) November 14, 2018
Christmas (APO & Australia) December 6, 2018
Christmas (Japan) December 13, 2018
Christmas (Puerto Rico, Canada) December 14, 2018
Christmas (US) December 17, 2018
New Year's Day 2019 (Japan) December 17, 2018
New Year's Day 2019 (US) December 25, 2018

 

Product Information

1. What is the shelf life of your cookies
To keep our signature flavors at their peak, we provide a "BEST BEFORE [Year.Month.Day]" date printed on our products and recommend storing these cookies in a cool, dry place. All products coming out of our bakery have a 3 month shelf life.

2. Are your cookies individually wrapped?
All of our cookies are individually wrapped with the exception of our chocolate chip mini bite cookies.

3. How should I store chocolate dipped cookies?
We recommend storing your cookies in a cool, dry place (below 70 degrees fahrenheit).

4. What are the dimensions of your cookies?
Dimension of Cookie = 2 ¾" x 1 ¾"
Dimension of Cookie w/ Wrapper = 4" x 2"

5. Do your cookies contain dairy products?
ALL of our cookies may contain dairy or milk products. Any person with a dairy allergy should NOT consume ANY
of our products.

6. Do your cookies contain nuts or other allergens?
The cookies produced at Honolulu Cookie Company, contains the following allergen: Dairy, Wheat, Egg. Some cookies also contain the Tree Nut Allergen. Both cookies (with and without the Tree Nut Allergen) are produced on the same equipment. Honolulu Cookie uses Macadamia Nuts, which fall under the Tree Nut Allergen.

Tree nuts include, but are not limited to, walnut, almond, hazelnut, cashew, pistachio, macadamia and Brazil nuts.
These are not to be confused or grouped together with peanut, which is a legume, or seeds, such as sunflower or sesame.


Honolulu Cookie Company does not produce cookies that contain the Peanut Allergen. Nor do we carry the Peanut Allergen in our manufacturing facility.

7. Are your cookies gluten-free?
No. ALL of our products contain gluten. Any person with a gluten allergy should NOT consume ANY of our products.

8. Do you have nutritional information available for your cookies?
Yes, click here to see our nutritional information.


Wedding and Party Favors

1. How far in advance should I place my favor order?
We recommend that you place your order at least 2 weeks before the event (US addresses) and schedule a delivery date of one week prior to the event. For international orders, please allow up to 3 weeks prior to event. Store the cookies in a cool, dry place (below 70 degrees fahrenheit). We accept orders up to 3 months prior to the requested delivery date.

If you have any questions about ordering or delivery times please call us at 1.866.333.5800 or email us at [email protected].

2. Do you offer bulk prices?
Yes! You can order our cookies in bulk for $0.80/cookie with a minimum of 100 cookies or more per flavor.


Ordering and Shipping

1. How do I place an order?
You can place your order on our website, call customer service at 1-866-333-5800 or email us at [email protected]. We accept orders up to 3 months prior to the requested delivery date.
View Order Form>

2. Can you ship chocolate dipped cookies during warm weather months?
Honolulu Cookie Company makes the quality of your order a top priority. To preserve that quality and prevent any orders for chocolate dipped cookies from melting, we recommend trying our tropical flavors during the high temperatures in Hawaii from March thru October. During that time, chocolate dipped cookie orders are limited to shipping from our Honolulu headquarters Monday through Wednesday for US, Canada and Australia shipping destinations. Orders for our non-dipped flavors will continue to ship daily, Monday through Friday.

3. Can I ship to a P.O. Box or an APO/FPO address?
We currently do not ship to PO Box addresses. However, we do offer shipping to APO/FPO addresses. Orders shipped to an APO/FPO address are shipped via USPS Priority Mail. Please allow up to 10-20 business days for delivery.

4. Can I place an order to be shipped outside of the United States?
Yes, we currently ship to Puerto Rico, Japan, Canada and Australia. Honolulu Cookie Company is not responsible for duties, taxes or other additional fees related to international shipments, excluding Canada. If you are sending a gift to an international address, other than Canada, the recipient will be responsible for all duties and taxes that may apply. All duties and taxes are paid in advance to Honolulu Cookie Company for all Canadian shipments.

5. What shipping carriers do you use?
All shipments originate from Hawaii. US, Canada, Australia and Puerto Rico orders are shipped via UPS. APO/FPO orders are shipped via USPS Priority Mail and Japan packages are shipped via Yamato Transport. A cell phone number for the recipient is REQUIRED for all international shipments. This is to help streamline the customs clearance process to avoid any delays for the customer.

6. Can I use my own UPS Account Number to ship my order?
Yes, you may ship your order via your own UPS account number by placing your order over the phone. Please call one of our Customer Service Representatives at 808-845-1517 or toll free at 1-866-333-5800.

7. When will my order ship?

  • Orders are typically shipped out from our factory within 1-3 business days.
  • Orders for organza bags and mini chest favor boxes are typically shipped out from our factory within 5-7 business days.
  • On occasion, severe weather can affect the shipping time of an order. Sometimes during a natural disaster or severe weather conditions, pickup and delivery services are delayed. If you live near an area affected by severe weather, you may visit ups.com for more information.
NOTE: We do not ship during the weekends or major holidays

8. Why did I get charged Tax?
We are required to charge tax on internet, phone, fax and mail order purchases where we have a physical presence. Local sales tax will be charged orders being shipped to Hawaii.

9. Can I place an order and pick it up at one of your retail stores?
Yes, In-store Pickup is available at any of our Honolulu Cookie Company retail store locations in Hawaii. During the checkout process select “In-Store Pickup” as the shipping method and select a pick-up date. Then enter the name of the Hawaii location that you would like to pick up at in the “Special Instructions” section. Please allow a minimum 4 business days for your order to be prepared for pickup (special orders or personalized orders requires a longer lead time).

10. What forms of payment are accepted for online purchases?
We accept Visa, MasterCard, American Express, Discover, JCB credit cards and PayPal.

 

11. Can I ship to multiple addresses in a single order?
Yes, if you’d like to ship to multiple addresses in a single order please complete this multiple address form then email the completed form to [email protected]. A customer service representative will contact you within 1 business day to assist in completing your order. If you have any questions, or would like additional assistance, please email us at [email protected] or call 1-866-333-5800.


Aloha Cards

1. I have a stamped Aloha Card from a purchase that I made at one of your stores. Can I receive or redeem stamps for online purchases?
The Aloha Card cannot be redeemed for website, phone, fax, or email orders. Aloha Card stamps are for in-store purchases only and must be redeemed at our retail store locations.


Pineapple Rewards™ Program

1. What is the Pineapple Rewards™ Online Program?

The Pineapple Rewards Program is our online program which our members receive benefits throughout the year, however, starting Friday July 13, 2018, we're retiring the program. Please see below for benefits our program offered:

  • 20% off U.S. shipping rates* (over $50 in merchandise per shipping address)
  • 10% off International shipping rates* (over $50 in merchandise per shipping address)
  • Special Birthday email offer sent during your birthday month
  • Exclusive members only offers
  • Plus, you'll receive newsletters with special offers and new product announcements
2. What are the Pineapple Rewards terms & conditions?

* Pineapple Rewards™ shipping rate discounts are only applicable for orders over $50 in merchandise per shipping address. Offers are subject to change. Offers are only valid for purchases made at honolulucookie.com or by calling 1.866.333.5800. Member promotions cannot be combined with other offers and discounts.

3. What's Happening to the Pineapple Rewards Program

We appreciate our customers that participated in this program with us, but we’re retiring it on July 13, 2018 so that we can work on new perks for our customers.

4. What is the difference between the Pineapple Rewards™ Program & Aloha Card (stamp card)?

The Pineapple Rewards™ Program applies specifically to online purchases at honolulucookie.com. Our Aloha Card (stamp card) is a program that is only available in our participating retail store locations and only applies to retail purchases.


Donation Requests

Honolulu Cookie Company is actively engaged in a schedule of donations that benefit our community. Each contribution is overseen by our owners and given careful consideration. While we are not accepting additional requests at this time, we thank you for your interest and look forward to continuing our plan of strengthening goodwill and aloha.


Wholesale & Media

1. Once purchased, can your products be resold by another individual or business?
We are very happy that people are interested in being business partners of ours, however, the resale of any of our products is not allowed, except through our approved partners. Honolulu Cookie Company is proud to partner with retailers who share our high standards in quality to make sure you receive the freshest cookies possible in perfect condition. Honolulu Cookie Company reserves the right to refuse a sale to anyone we believe intends to resell our products

2. May the images on honolulucookie.com be used on other sites, signs, blogs, vlogs, etc?
The images on HonoluluCookie.com are copyright protected and are not available for use on other websites, social media, or printed materials. This copyright protection extends to repurposing images on websites, social media, and printed materials that have previously received permission from Honolulu Cookie Company for publishing use. If you would like to post blog or vlog reviews, or anything else that might require the use of images or videos from Honolulu Cookie, please contact us for permission.


UserReport Survey

Our website survey and survey prize drawings are administered solely by www.UserReport.com and is not managed or secured by Honolulu Cookie Company, it's partners or affiliates. All respondents are invited to participate in a monthly prize draw conducted by UserReport. It is optional for respondents to participate and UserReport will contact winners directly, carries the cost of the prizes and takes care of all handling. The prizes include gift cards and similar items. Please contact UserReport.com directly for any prize drawing related questions at https://helpdesk.userreport.com/hc/en-us/requests/new . To view the list of recent winners, visit: https://www.userreport.com/prize-draw-winners