FAQ
Shipping
How do I make an Order Edit?
Order Edits (i.e. Shipping Address, Gift Messages, Cancellation etc.)
As we're experiencing high volumes, we will do our best, however, changes are not guaranteed. Our team works very fast to prepare your order and get it out of our doors.
If there is time to reach out to us for any order changes, help us get back to you faster by emailing us at orders@grandmasdealer.com with the following subject line formatting:
- Shipping address update - Subject: SHIPPING ADDRESS UPDATE - please include in the body of your email the recipient/shipping address you would like to update your order with (do not forget to let us know your order number.)
- Cancellations - Subject: CANCELLATION (do not forget to let us know your order number.)
Do you ship to other countries outside of the United States?
At this time we DO NOT ship to countries outside the United States.
What company do you ship your packages with?
All orders are shipped via DHL. We are not responisble for lost, damaged, or stolen packages.
Why am I unable to order cookies?
Ordering will only be available during our weekly COOKIE DROP. You can check the home page count down clock to know when the next COOKIE DROP will be. Ordering will remain available until cookies are out of stock or until 72 hours after the DROP.
When should I order my cookies?
We are subject to selling out and recommend purchasing your order as close to the COOKIE DROP time as possible.
When will my package arrive?
We cannot guarantee arrival times or insure lost/damaged packages. Arrival times of your package vary depending upon your location to Salt Lake City, Utah, and holiday shipping breaks.
How will we know our order went through?
Once your order is placed you’ll receive an email conformation. If you do not receive an email from us we recommend checking your junk mail. For questions about your order you can email orders@grandmasdealer.com
What if my cookie is damaged in the shipping process?
We are not responsible for lost or damaged packages. Because of the nature of shipping, some cookies may be broken or sustain some small damage, especially the cookies with icing.
Catering 101
Are you throwing a party? WE WANT TO BE THERE!
I want to place a catering order! How do I do that?
Place your Sugar Fix catering order here.
Where is catering available?
Can I place orders in advance?
Simply tell us in the “special instructions” what day you would like your order shipped.
I need to know the ingredients for your products, where do I find that?
You’ll be able to find all of the ingredients under each product on every product page.
I have a nut allergy! What can I eat?
We’re very sorry to let you know that our cookies are produced in a facility where nuts are present. However, most of our cookies don’t actually contain nuts.
Do you offer gluten-free products?
At this time we don’t. We are working on a few recipes and we hope to have them available soon.
How do I store my items and what's the shelf life?
Cookies stay fresh at room temperature for 5 days and can be stored in the freezer for up to 2 months.
For support, please contact
Call: 801-244-7988
Text:
Email: Info@grandmasdealer.com
or fill out an inquiry form!
Cookie 101
I want to place a pickup order, how do I do that?
On pick up day give us a call at 801-244-7988 and schedule a time to pick up at our bakery.
751 W. 800 S.
Salt Lake City 84104
When is it a good time to pick up my order?
You order is ready for pickup any time during store hours on your selected pickup date - unless otherwise specified by a team member.
Can someone else pickup my order?
Yes! Please be sure to forward your confirmation email or your invoice to the person picking up your items - shown via mobile.
I can't find my confirmation email or my invoice - what do I do?
Check your Spam - sometimes we end up there! If it's not there, reach out to info@grandmasdealer.com and we'll be happy to resend it.
Do you ship internationally?
We're very sorry to inform you that we do not do international orders at this time. Our team is working on making this a possibility.
When do I place an order for my event?
We recommend always scheduling your order to arrive at least 1-2 days early if you are planning a time-sensitive event, to account for any transit delays. If you will be having your items arrive early, please review our storage details.
Return Policy
Sugar Fix does not accept returns, offer exchanges, and/or grant refunds on any goods sold unless the issue for return, exchange, and/or refund is the result of an error in our manufacturing, packaging, or handling of the goods.
We are not responsible for delays caused by one of our shipping partners due to weather, mechanical error, strikes, natural disaster, terrorism safety control, inaccurate shipping information, or mistakes on the part of our shipping partners' employees. Therefore, we are not able to offer refunds for those reasons. However, if you believe that our shipping partners has mishandled your package please let us know, and we will gladly file a claim with DHL on your behalf.
How can I place a bulk order?
Our catering sales team can assist with bulk orders for all of our products. Please email us at info@grandmasdealer.com or call us at 801-244-7988
COVID-19
I just placed an order on your website, but am worried with these uncertain times that it won’t arrive on time. Can you guarantee that my order will arrive on the date I selected?
As of now, our outgoing packages have not been affected by COVID-19. However, we work very closely with Fedex regarding any extenuating circumstances that might affect deliveries, and will do our best to help facilitate on time delivery. Just to be on the safe side, we would strongly advise to have your order delivered 1 to 2 days ahead of time.*FedEx is practicing contactless deliveries
Are you taking precautions to prevent coronavirus in your stores/kitchens?
We are committed to diligent hygiene practices across our stores and kitchens. We have had no reported cases or incidents.
Miscellaneous
Can I add a gift note?
Yes! You may include a gift note by emailing orders@grandmasdealer.com with your order number and the note you would like us to include in your package.
Where can we visit a store?
We're so excited for your visit! We have our cookies throughout all of Utah, Idaho, and Las Vegas. If you are in Utah you can find us in all Holiday Oil Gas stations and Extra Mart Chevrons. If you would like to know if our cookies are in a store near you, email info@grandmasdealer.com the name of your city and we'll tell us the nearest location.
How do I place an order?
That depends! Sugar Fix accepts orders for shipping nationwide, local pick-ups, catering and bulk/corporate shipping.
For shipping - order via our website
For local pickup - Call 801-244-7988 with your order
For bulk/catering/corporate - reach out to orders@grandmasdealer.com
Please see below for ordering timelines:
Standard Orders: 3 days notice
Bulk/Catering Orders: 1 week
Corporate multi-shipping: 2+ weeks