Frequently Asked Questions Contact Information Mailing address: PO Box 32523, Phoenix, AZ 85064 Retail Store: 4711 North 7th Street, Phoenix, AZ 85014 - Mapquest Map Phone: 602-451-4335 Fax: 602-265-3904 E-mail: info@urbancookies.com Web: www.urbancookies.com Hours of Operation Our retail store is open Monday through Friday from 11:30 am to 5:30 pm. Orders can be placed 24/7 on our Web site at www.urbancookies.com Retail Store & Bakery People are often fascinated that we started Urban Cookies working our day jobs during the day and baking and shipping cookies at night. That’s how we did it during our first year of business, but today, we have a certified bakery and retail storefront on 7th street in central Phoenix. Back to Top At out retail store, we offer individual cookies for purchase, as well as bottled organic beverages such as 1% and chocolate milk, Froid organic coffees, Honest organic teas and Fiji water, a kiosk for online gift ordering and Urban Cookies t-shirts. True to the company's mission, Urban Cookies' retail store also is eco-friendly. Philosophy Urban Cookies was created November 1, 2005 on a basic principle of simplicity and quality. Read More Flavors & Ingredients We offer four gourmet organic cookies. People often ask when we’re coming out with new flavors. Our answer is we won’t. We started Urban Cookies to be a simple cookie company—why mess that up? Although here’s a secret: Brady often gets an itch to create seasonal cookies for spring/summer and fall/winter in the retail store, so stop in and see what’s new! Learn more about our original quartet Back to Top Freshness Just like your own homemade cookies, our cookies are made with eggs and butter, making them perishable within a few days. To guarantee that our customers receive fresh and chewy cookies, we seal each cookie individually within 60 minutes of the oven and ship them immediately. However, we can not guarantee packages mailed to incorrect addresses. How to Enjoy Your Urban Cookies 1. Can’t wait! Enjoy them right out of the bag within three days of delivery 2. Crispier please! Place them in a 375-degree oven for five minutes (remove from bag first) 3. Softer please! Place them in a microwave on low for 15-30 seconds (remove from bag first) 4. Save them for later! Keep them in their wrapping, place them in a freezer bag and freeze for up to two months (thaw at room temperature for one hour) Organic When sourcing our ingredients, we look for three things: the best tasting, the highest quality and purveyors with a social conscience. We believe that organic ingredients are not only better for you and better for the environment, but actually taste better. We make decisions about quality by choosing ingredients that are pure and the highest grade. For example, our butter is European-style, which means it has a much richer butter taste containing more butter fat and less water. Our vanilla is not only pure, but it’s a bourbon variety that is two times the strength of regular vanilla. Our chocolate contains 68% cacao, making it deep and rich in flavor, and our flour is 100% whole wheat and stone ground. Our ingredients are produced by purveyors who are at the forefront of social responsibility. Not only do they care about the land and animals that produce their product, but many lead and support social causes that better our environment and support our communities. For example, Strauss Family Creamery has been a leader in land conservation and the humane treatment of their cows, Dagoba Organic Chocolate is passionate about rain forest ecology and Fair Trade. Wholesome Sweetners creates sustainable sugar mills and is the first U.S. sugar company to become Fair Trade certified. Even our t-shirt vendor, American Apparel, pays the highest wages in the garment industry, while truly touting Made in the USA with all phases of production in Los Angeles, CA. Learn about Dagoba's sustainable practices. See how Straus runs a healthy farm. Although we use all organic ingredients, we are not currently certified organic by a certifying agency. We hope to become certified within the next 1-2 years. Kosher We are not currently certified Kosher. Nutritional Information To come…. Back to Top Allergy Statement Urban Cookies are produced in a bakery that handles peanuts, tree nuts, eggs, milk, soy and wheat. See our ingredients list to learn which cookies contain nuts. Specialty Cookies On occasion we are asked if we produce specialty cookies such as gluten-free, nut-free, low fat, sugar-free or vegan. Although we understand the demand for these types of cookies, we have positioned Urban Cookies as a gift company rather than a wholesaler to grocery outlets for personal consumption. However, we occassionally test these types of cookies and may develop them in the future. Bulk, Wholesale & Catering Bulk Through our online ordering process, we offer cookies that are individually wrapped, but not gift wrapped. If you’re interested in ordering more than five dozen of these cookies, we can offer a special discounted bulk price. Please call for details to 602-451-4335. Wholesale We currently are not accepting requests to wholesale our cookies. However, on occasion, we seek out wholesale partnerships with businesses that can guarantee a certain volume and uphold our standards. For this purpose, we have developed UC Signature, an Urban Cookies brand that allows us to contract and co-brand with another business for wholesale or to develop a signature cookie made exclusively for them. Call for details to 602-451-4335. Back to Top Catering Through our online ordering process and in our retail store, we offer individually wrapped cookies and cold bottled beverages that can be purchased for meetings or events. However, we do not offer catering trays of cookies. Also, on occasion we accept wedding requests for table favors. We do have the ability to individually wrap our cookies with a custom label and ribbon that coordinates with the wedding colors. We can only accept these requests January through September. All catering orders require advance notice. Inquire by calling 602-451-4335. Shipping & Tax To guarantee timely delivery of our cookies, we offer shipping throughout the U.S. via UPS. In addition, we offer shipping to military addresses through the United States Postal Service, local delivery with a courier service within the Phoenix Metro area, and order pick up at our retail store at 4711 North 7th Street, Phoenix, AZ 85014 (7th St and Highland) from 11:30 am to 5:30 pm Monday through Friday. We do not currently offer shipping to Canada or other countries. UPS shipping prices are based on current UPS rates for weight and size of your package. The Arizona Department of Revenue and the City of Phoenix, Arizona require that we collect sales tax on: • Orders placed by Arizona residents as determined by the billing address of the credit card used to place your order. • Orders that are shipped to an address within the state of Arizona. In either of these two cases, a tax of 8.3% will be charged on the merchandise only. There is no tax on shipping charges. Payment & Billing We accept Visa, Mastercard and American Express. Cash and checks are accepted at our retail store. Back to Top Discounts During the holiday season, we offer special early bird discounts. Visit our Web site in the summer or fall to get in on these great deals or sign up for our monthly e-mail newsletter. During the non-holiday season months of January through August, if you plan to place a volume order of gift boxes or individual cookies, please call for discount opportunities. Logo Uploading When uploading your logo, please be sure to use original artwork, not a logo taken from a Web site or scanned from a printed piece of paper. We only accept jpeg or gif files that have a resolution of 300 dpi or better. If you have any questions, feel free to give us a call at 602-451-4335. Sending Multiple Gifts? You may order as many gift packages as you'd like during the online ordering process. First, design each gift package and add it to your cart, then assign a shipping address for each gift box. If you have any questions, please call 602-451-4335. Back to Top Catalog Urban Cookies is an online business and does not distribute a printed catalog. If you require printed information or prefer to place your order on the phone, please call 602-451-4335. Guarantee If for any reason you’re not satisfied with our cookies or gifts, we’ll replace your order or refund your money. Privacy Policy We respect your right to privacy, as well as your gift recipient’s. Please review our privacy policy for more information. Back to Top Employment We are not currently hiring team members. You’re welcome to send a resume and cover letter to info@urbancookies.com for future consideration. Donations We are proud to support our community through donations of cookies, gifts or gift certificates. Although we cannot accommodate every request we receive, we do our best to meet every organization’s needs. For example, many requests come during the holiday season, which is our busiest time of year making it difficult to satisfy donation requests. On occasion, we may turn down a holiday request, but agree to an alternate donation during the spring or summer. Back to Top We also appreciate requests one month in advance of your event and kindly request that donations are picked up at our retail store at 4711 North 7th Street, Phoenix, AZ 85014. Please send all requests to info@urbancookies.com and be sure to include: Name of organization Date of event Date donation is needed Donation type and quantity (cookies, gift box, gift certificate) Contact person and contact information Sampling Events Occasionally we seek out different expos or fairs to sample our cookies and introduce our concept to a new audience. We also receive requests from various organizations who are hosting an upcoming expo or fair. At the current time, we can only focus on a few events per year and can rarely participate in additional events. However, event requests are welcome for our careful consideration to info@urbancookies.com. Tours On occasion, we’re asked if we provide tours to children or non-profit organizations. Due to health department restrictions, we do not provide tours of our bakery. However, we encourage you to stop by our retail store to learn about Urban Cookies and enjoy some cookies and milk! Media Please visit our online press kit for news releases, photos, logos and recent articles . If you need more information or would like to request a sample or interview, please call 602-451-4335. Back to Top Urban Gear We now offer the first of our Urban Gear attire: Women’s baseball Ts reading "hip" and men’s t-shirts reading "famously funky". Women’s are $18 and men’s are $16. See photos at Urban Village or visit the retail store for purchase at 4711 North 7th Street, Phoenix, AZ 85014. Or call 602-451-4335. Back to Top