FAQ
What flavours do you offer?
Our standard and most popular sugar cookie flavour is vanilla but I do offer other cookie flavours that can be made available by special request. Details of our available flavours are listed under the product pages and The Line Up.
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All sugar cookies will be vanilla flavoured with vanilla royal icing unless otherwise requested.
Prices are subject to change with any supplement requests.
Do you offer other products or gluten free items?
Vanilla sugar cookies are what we do best but, on occasion, we will offer and/or accept orders for cake popsicles and hearts.
With regards to gluten free or dietary specific options, we have great recommendations to other local bakers for other treats and those with dietary restrictions!
Can you guarantee nut-free/other common food allergen-free cookies?
Please be advised that our baked goods may contain or come into contact with common allergens, such as dairy, eggs, wheat, soybeans, tree nuts, or peanut. While we take steps to minimize risk and safely handle the foods that contain potential allergens, cross contamination may occur, as factors beyond our reasonable control may alter the formulations of the food we serve, or manufacturers may change their formulations without our knowledge.
The Dirty Dozen and its owner will not assume any liability for adverse reactions to foods consumed. Clients are responsible for notifying The Dirty Dozen of any dietary restrictions prior to placing an order.
Where can I find a list of ingredients?
General ingredients are listed on our product pages.
If you require a detailed list of ingredients for a specific baked product or cookie set, you can submit a request through our contact page.
If you require a detailed list of ingredients for a possible custom order, please include the question on the form when you request an inside job.
How long do cookies stay fresh for?
Can I freeze my cookies?
Cookies can be stored at room temperature in an air-tight container or individually wrapped for up to two weeks, but are at their best within the first week.
If you choose to, you can freeze unwrapped cookies in an airtight container with sheets of parchment paper in between the layers; wrapped cookies can be layered as is. Cookies can be frozen for up to four weeks. When you take the container out of the freezer, keep it sealed until everything has come to room temperature; once at room temperature, you may enjoy the cookies!
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Please note that freezing and unthawing our cookies may compromise the integrity of our decorative icing. The icing may change in appearance due to the ingredients' reaction to the changing temperatures but they are still edible.
Do you offer shipping/delivery?
Orders for cookie cutters will be available for shipping or local pick up. Shipping times may be delayed due to processing and printing times.
All baked good purchases made through our online store are available for pickup in Aurora. Delivery may be available and costs will depend on distance from Aurora and timing of delivery. Shipping may also be available and costs will depend on service level, shipping dimensions, and the shipping destination. Once orders have been placed and full payment has been collected, you will receive an order confirmation email. Once the order is ready for delivery or shipping, you will receive another email with tracking or departure details. For pickups, you will receive a "Ready For Pickup" email with important instruction.
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If you have submitted a quote for a custom order and would like to request delivery or shipping, a delivery or shipping fee will be added to your quote once we've confirmed availability, a date, time, and a specified location. We will not be liable or responsible for any failure to perform, or delay in performance of, due to events outside of our control. This includes, but is not limited to, bad weather conditions, bad road conditions, a government shutdown, a pandemic, etc.
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Please note that we may not be able to accommodate this request due to timely bookings on our calendar, or locations that may be too far from our area. You will be notified of our availability prior to any committments.
Do you have an order minimum?
Cookies purchased through The Goods on our online store do not have an order minimum, but they are sold as sets and are limited in quantity. Quantity requests outside of what is available will not be accepted.
E.g., 4 cookies instead of 3 in a set, half a dozen, a dozen etc.
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Custom cookie orders requires a minimum spend of $100 per order. More information about pricing and customization options can be found on The Line Up.
Do you offer special packaging for custom orders?
All of our sugar cookies are heat sealed in compostable plastic bags then packaged in standard boxes that holds the orders.
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Should you require special packaging for your custom ordered cookies, the request must be made in your initial quote submission and 4 weeks ahead of your pickup/delivery date.
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Special packaging is subject to additional fees and will be included on your quote.
How much notice is required for a custom order?
All custom orders are different and vary in sizes and details. As I am often booked months in advance, I may not always be able to accommodate orders - even if requests are submitted 2 weeks ahead of planned events. I recommend booking as far in advance as possible.
At the very minimum, I would require two weeks notice for custom orders. Two, or more, weeks allows for enough time to confirm your order details, receive payment, purchase extra supplies/cutters (if required) and decorate your beautiful cookies to your exact specifications! If you are planning to order a large order, four weeks notice would be appreciated.
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RUSH ORDERS: If we do accept an order under the two week mark, it will be classified as a rush order and a rush fee of $10 will be applied to your order total.
How do I request a quote for custom cookies?
You must submit a quote request under "Request an Inside Job". After your submission, you will receive an email regarding the details of your request and an initial custom quote.
The initial custom quote is an approximation and is not guaranteed. Actual cost may change once all design elements are negotiated or finalized. Prior to any changes of cost, the client will be notified and a revised custom quote will be sent for approval.
The pickup date and the quote will be on hold for 48HRs after it has been sent; if I do not hear back after the 48HR hold, I will move on to the next request and release your pickup date. Once you've accepted the final quote, we will proceed to the booking steps.
Do you require a deposit?
A 72HR hold will be placed after sending the custom quote. Once you have received and accepted the custom quote, and I have confirmed my availability, a 50% retainer deposit is required to book your order on my calendar. Reservation deposits should be received within 72 hours of invoice receipt. The remaining balance is due, in full, one week prior to pickup - the date will be specified in the invoice. A 15% late fee will be charged each day the final payment is late. The initial deposit reserves your event date, is non-refundable.
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If a rush order is placed (within 2 weeks of the pickup date), full payment plus the rush order fee is required to book your order on my calendar.
How can I pay for my order?
After your order details (including designs, date of pick-up/delivery, price, address, etc.) are confirmed, you will receive an invoice via email displaying the breakdown of your order and the total cost.
Your invoice can be payed via Online EMT, Apple Pay, or credit card. Currently, we do not accept PayPal payments.
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Online EMT payments must be sent to hello@thedirtydozen.ca with the invoice or order number in the message box. Please allow us 48-72HRS to confirm the receipt of your payment.
Disclaimer: Your order is not completely confirmed until we have received full payment and you have received written confirmation from us. Once payment is received and you have received written confirmation, you are good to go!
What if I need to cancel my order?
If you need to cancel your order, you must submit a cancellation request via email two weeks prior to the agreed upon pickup/delivery date. All payments received (deposit or balance) is final and non-refundable. When we take your event order, we begin the process of declining other orders. As we get closer and closer to your event date, the chances of rebooking your date are greatly reduced. All completed (baked and iced) personalized cookies and custom orders are non-refundable.
If you need to reschedule your order, you must submit a reschedule request via email two weeks prior to the agreed upon pickup/delivery date and your 50% retainer deposit can be transferred to another date depending on availability, without additional fees.
If, for any reason, I need to cancel your order due to an emergency, illness or an error on my part, I will send a cancellation email as soon as I can and will provide a full refund.
Do you accept returns?
All sales are absolutely final. Once you receive your order and it is no longer in our possession, we will not be liable or held responsible for the condition of the cookies.
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Please keep in mind that these are handmade items and each cookie will vary slightly from one another. Designs will also vary from any photos provided. I will always try my very best to rectify any issues as best and as fairly as possible.
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When you are transporting the cookies, please make sure that there is a clear area in your vehicle to avoid damages. Cookies are very fragile and must be handled with care. You must be very gentle with the bakery box/boxes or tray that the cookies are packed in.
For more detailed information on any of our policies, please read our Terms and Conditions.