Frequently asked
Questions we get a lot.
Everything about the cookies, delivery, and how it works. If your question isn't here, message us.
- Are Rose & Oat cookies actually gluten-free?
- Yes — our cookies are made from scratch using gluten-free ingredients.
- Where do you ship?
- We currently ship to addresses within New York State using the eligible shipping service available at checkout. You don't have to live in New York — the shipping address just needs to be in NY.
- How much is shipping?
- Shipping & Handling is calculated live at checkout based on your order and address, and shown before you pay.
- When does my order ship?
- You can order online 24/7. Cookies are baked throughout the week, and drop-off timing depends on our baking schedule and carrier hours — USPS doesn't pick up Sundays or federal holidays.
- Can I pick up instead?
- Yes — Midnight Snack pickup on Staten Island. Pickup orders don't pay Shipping & Handling, and you can order pickup from anywhere.
- How does Midnight Snack work?
- Midnight Snack is Staten Island pickup only. Pick a time between 11pm and 4am at checkout for a meet-up in Tottenville — you're picking up in person.
- What's the first-order offer?
- Your first order gets up to 12 cookies free — one time per customer, whether you ship or pick up. Shipped orders pay Shipping & Handling; pickup orders pay a $5 Pickup Fee.
- What's the baker's dozen?
- For every 12 cookies in your order, we add a 13th cookie free. It applies on top of other offers — including a full first-order dozen.
- How much are the cookies?
- $2.50 each. Mix and match any flavors — and once your box has more than 6 cookies, each cookie past the sixth is 10¢ off. The savings show up as you build your order.
- What are Crumb Points?
- You earn Crumb Points on the cookie dollars you actually pay after discounts. Free cookies, Shipping & Handling, and the Pickup Fee don't earn points.
- How do I use my Crumb Points?
- Every 100 Crumb Points is worth $1 toward eligible merchandise. Once you have at least 250 points, you can redeem them in 250-point increments at checkout. For example, 250 points gives you $2.50 off and 500 points gives you $5 off. You can choose how many eligible points to use and save the rest for later. Crumb Points can’t be used toward Shipping & Handling, pickup fees, taxes, or exchanged for cash.
- Can I order for a party, office, or event?
- Yes. Order any quantity online, or message us directly for larger event orders.
- Can I pay with Apple Pay or Google Pay?
- Yes. Both show up automatically at checkout on any supported device — one tap and you're done.
- Is payment secure?
- Yes. Checkout is handled by Stripe, a PCI-DSS Level 1 provider. Rose & Oat never sees or stores your card details.
- What's your refund policy?
- Because everything is baked to order and perishable, cookies aren't returnable. If your order arrives with badly broken cookies, the wrong quantity or flavors, or never shows up per USPS tracking, email us within 48 hours of delivery and we'll make it right — a replacement or a full refund. Midnight Snack pickups are not eligible for refunds, but can be cancelled within one hour of ordering. See the full refund policy.