# Frequently Asked Questions Answers to common questions about OREO products, OREOiD, and orders. Source: https://www.oreo.com/faq ## Shipping & Tracking ### When can I expect my order to ship? Orders have a processing time of 8-10 business days. Once your order has been processed, it will be shipped via the method chosen with your events sales representative. ### How can I track my order? Once your order has been shipped, you will receive a confirmation e-mail with your FedEx tracking number. Please allow 24-48 hours for this number to become active. Tracking numbers are sent by e-mail automatically after your order has shipped, so if you have not received your tracking number, your e-mail address may have been entered incorrectly during the checkout process. Feel free to contact us and we can provide you with your tracking information. ### Can I ship my order Internationally? At this time, we are not able to fulfill orders outside of the United States. Some of our international customers use freight forwarders in the United States who will accept orders on their behalf; however, for security reasons, orders sent to a freight forwarder may require additional identity verification at our discretion. We cannot be held responsible for orders after they reach the warehouse delivery address. ### Can I ship my order to a PO Box, APO/FPO address, Alaska or Hawaii? At this time, we do not ship to PO Boxes, APO/FPO addresses, Alaska or Hawaii. ### What are shipping options for perishable gifts? Some items will incur additional charges to guarantee perfect arrival. Our heat resistant packaging will include insulated packaging materials and ice-gel pack to keep your gift cool and delicious. Temperatures above 75 degrees and sunny areas typically will cause your fudged covered OREO cookies to melt. We strongly urge you to be careful when you are ordering heat-sensitive items. To minimize any damages, please select an expedited shipping method at checkout. Our heat resistant packaging is only good up to 48 hours. ### What shipping options do I have? At this time, we offer Standard Ground Shipping/Warm Weather Shipping, which usually arrives 3-5 business days, or Expedited Shipping which arrives 1-2 business days. To ensure product quality and freshness, we do not ship on Thursday – Sunday during warmer months or to warmer climates. ### What shipping carrier do you use? We ship all packages via FedEx Ground unless otherwise specified for Expedited delivery. ## Events ### Do you offer discounts for large orders? Yes! We offer discounted pricing based on volume. Please submit a quote or inquire at events@oreo.com or call 800 601-5523 Monday through Friday 9am - 5pm ET. ### What is the production lead time for my business order? Orders have a processing time of 8-10 business days. Once your order has been processed, it will be shipped via the method chosen with your events sales representative. For time-sensitive deliveries, please keep in mind that ground delivery does not offer a guaranteed delivery date, and we highly recommend selecting expedited delivery. ### Can I ship to multiple addresses? You can ship to multiple addresses for large business or wedding orders. ### Can I use my own shipping account? You may use your own FedEx or UPS shipping account by providing your account number in “Add Special Requests” step in the customization process. ## OREOiD ### Can I print or get a business logo or symbol on favors or gifts? Feel free to upload any images to customize your OREO cookie! However, you must ensure that you own or have the legal right to use such images for this purpose, including trademarks, logos, designs, etc. Also, please note that Mondelēz may use such images solely for promotional purposes on the OREO.com website, unless you tell us in writing not to. For more information on logo and trademark printing, please email events@oreo.com or call 800 601-5523 Monday through Friday 9am - 5pm ET. ### Can I customize a cookie without a fudge dip? Yes, we offer customizable cookies both dipped and not dipped in fudge. ### Are OREOiD Cookies Kosher, Vegan or Free of Allergens? Unfortunately, OREOiD Cookies are not Kosher or Vegan. We cannot guarantee OREOiD Cookies are free of allergens. ### Can I design an OREOiD cookie without sprinkles? Yes, you can design OREOiD without sprinkles. ### 9 Tips for the perfect OREO **Designing with Photos:** - The better your artwork, the better your OREO cookie will look! - We recommend you upload a .jpg file between 2 & 5mb (5mb max.) The higher the quality, the better. - We reserve the right to refuse any image of celebrities as well as images we consider offensive, inappropriate, explicit or in poor taste. **Designing with Text:** - You can easily add text in any a bunch of colors and fonts to your OREO. - We recommend to use a different color text than what is in the photo.  For example, if you have a black background, using black text will not allow the text to be seen clearly.  Use a bolder color text. - We reserve the right to refuse any word or phrase we consider offensive, inappropriate, explicit or in poor taste. **Designing with logos or trademarks:** - Trademarked or copyrighted images, words and phrases must be your own property. ### Can I include a picture on a cookie with just creme? Unfortunately, we are unable to personalize just the creme cookies with photos. Once the photo is printed, it will need to “stick” to the fudge to keep the photo on the cookie. ## Ordering & Returns ### What form of payments can I use? OREO.com accepts the following forms of payment: - Visa - MasterCard - American Express ### I don't like the product. Can I return it? Food items and personalized items purchased on Oreo.com are not eligible for returns and are nonrefundable. There are exceptions for damaged or spelling errors on our part. For additional details, visit our Orders and Returns page. ### Will OREO.com refund a personalized item if I misspell a name? OREO.com is not responsible for misspellings or other personalization errors once you have approved the personalized item on your order. We will not refund consumer spelling errors. However, any spelling error on our part will receive a full refund. For additional details, visit our Orders and Returns page. ### Can I change the shipping address after I placed an order? Unfortunately, once your order is placed, we are unable to make any changes to the shipping addresses. Please make sure the shipping address is correct before submitting your order. We are also unable to cancel the order after it is placed as per above. **All Sales are FINAL.** ### I typed in an incorrect billing address when checking out – how can I fix this? Incorrect billing addresses may cause issues during check out when the cardholder information doesn’t match the mailing address where your credit card statements are sent. Aside from this security check, once an order is placed and an order confirmation e-mail is sent, an incorrect billing address causes no problems. ### Can I cancel my order? Unfortunately, once your order is placed, due to the special care that goes into creating your order, we are unable to cancel it. This is to ensure we meet the quality and service expectations you expect from OREO. **All Sales are FINAL.** ### How do I redeem a promo code? To redeem your promo code, please enter the promotion code on the checkout page and click submit. Only one promotion code per order may be used. ### Why was my personalized order cancelled? Oreo.com reviews all orders placed with personalization and we reserve the right to refuse any word or phrase we consider offensive, inappropriate, explicit or contain trademarks. If we cancel your order we will issue a refund. Please allow 3-5 business days for your bank to process the refund. Oreo.com will also cancel an order if they feel the image/text will not print to our standards. If the image will print blurry or the text is not readable, we will cancel the order. If you do still want the order, you will need to replace the order online with a new image or text. Unfortunately, once the order is cancelled, we are unable to re-instate the order. ### What if I am having trouble ordering from your online store? Please call us at 1-855-244-4596 Monday – Friday 9AM-6PM ET. We will respond within 24 - 48 business hours. ## General ### I'd like to be added to the OREO email mailing list. What do I do? Click on the button below to sign up for our email newsletter. Once registered, you will receive emails about new products, special promotions, and exclusive offers for subscribers. ### Mondelēz Foodservice options? The team at Mondelēz Foodservice is dedicated to helping your away-from-home business grow with ingredients, inclusions and branded snacks from many of the most in-demand consumer snack brands – including OREO, CHIPS AHOY!, SOUR PATCH KIDS and more. If you’re looking for OREO Cookie Pieces or other ingredients, inclusions or snacks for foodservice, please visit the [Mondelēz Foodservice website](https://www.mondelezinternationalfoodservice.com/?utm_campaign=eComm_FS_Callout&utm_source=ecommoreo&utm_medium=online&utm_term=FScallout&utm_content=kmofs%20) for shoppable options. ### Is my information secure? You can be assured that personal information collected through this site is secure. Please read our [Privacy policy](https://www.oreo.com/privacy-policy) to learn more. ### How can I be removed from your mailing list? Sorry to see you go! You can unsubscribe from the OREO email mailing list at any time. Select the "Unsubscribe" link at the bottom of any OREO email communication.