FAQ

Can I make an order by phone?
If you prefer to order by phone, we will gladly help you. We add phone lines every year, but things sure do get busy, so – CALL EARLY!!!

Mon.-Fri.: 7am-5pm, Sat. 9am-2pm (Oct.- Dec., Sat.8am-4pm)
Phone: (336) 764-1402
Fax: (336) 764-8637

Outside the 336 area code
Call toll free (888) 764-1402
Fax toll free (888) 764-4072

Can I fax my order?
Yes you can! Just print off your order form and fax it to us.
Fax#: (336) 764-8637 | Toll Free Fax#: (888) 764-4072
If you order by fax, Do Not Send A Copy Of Your Order By Mail. This could result in possible duplication. Include your credit card information and don’t forget to give us your address.

Why create an account?
Like you, we also shop on-line and we understand the unique challenges for the internet consumer. Our own experience factored heavily into the design of this site – especially in creating a personal, password protected account for our customers.

Your account also simplifies your ordering process by eliminating multiple billing information entries. No longer will you have to create a separate order for each shipping address.

Your account information will be secure and accessible only to you. At any time, you can add or delete entries in your Mrs. Hanes Cookies account, even if you are not placing an order.

What types of payment do you accept?
We accept Visa, Mastercard and American Express. Include credit card number, expiration date and name on card. Make check or money order payable to Mrs. Hanes Cookies.

Are there any other taxes/charges?
N.C. residents add 2% sales tax. Puerto Rico, Alaska, Hawaii and USVI, require $14.00 additional postage per package and the handling. Delivery charges to foreign countries available upon request.
PLEASE MAKE SURE ALL ADDRESSES ARE CORRECT AND COMPLETE
This year any returned package will be charged a returned fee & a reship fee. Any forwarded package will be charged an address correction fee. THE BOTTOM LINE IS THIS: A WRONG ADDRESS WILL COST YOU 3 TIMES THE SHIPPING AMOUNT TO RECEIVE IT. SO PLEASE DOUBLE CHECK ALL ADDRESSES

When must my order be received for guaranteed Christmas delivery?
All orders must be received by Dec. 13th to guarantee Holiday Delivery
Our rule of thumb for shipping is as follows: Orders received Before December 4th and requested to be shipped at once – normally ship within two days. If you request an arrival date in the future, we ship according to the estimated time in transit (allowing several days for delays). After December 5th, we are very busy, but still do our best. Our cut off date for guaranteed holiday delivery is December 13th. However, believe me, we do everything humanly possible to fill and send every order as quickly as we can no matter when it is received. Just remember this is not a mass produced product. It is made by hand… and we sell every cookie we make. So for the best possible service, simply Order Early!

What are your shipping charges?

  • If orders total:
    Up to $39.99
    $40.00-$62.99
    $63.00-$83.99
    $84.00-$103.99
    $104.00-$122.99
    $123.00-$159.99
    $160.00-$199.00
    $200.00-$299.00
    $300.00-$399.00
    $400.00-$499.00
    $500.00-$599.00
    $600.00-$699.00
    $700.00-$999.00
    Over $1000.00
  • Standard add:
    $9.95
    $11.00
    $12.25
    $13.25
    $14.75
    $16.50
    $17.50
    $25.00
    $30.00
    $40.00
    $50.00
    $65.00
    $80.00
    $99.00
  • UPS 2nd Day Air add:
    $36.00
    $42.50
    $49.00
    $55.00
    $60.00
    $70.00
    $79.00
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  • Next Day Air add:
    $60.00
    $70.00
    $78.50
    $81.00
    $90.00
    $96.00
    $107.00
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Please Note: Each address you ship to requires individual calculations to determine the postage charge.

How do I track my order?
Track your orders using your 6 digit CUSTOMER NUMBER or if you ordered on our website, use your 7 digit ORDER IDENTIFICATION NUMBER. Your customer number is the 6 digits located above your name on your brochure label or at the top of your invoice. If you indicated “ship at once” you can track your order by going to our website: www.hanescookies.com and click on Track Your Order. Just type in your customer number (or Order ID) and click Track. Please keep in mind that only orders that have been shipped can be tracked. Overseas and out of the contiguous USA pkgs cannot be tracked.