FAQ
Delivery & Shipping
What are the delivery destinations available?
We deliver to most Canadian and American postal addresses using FedEx, Purolator, UPS and DHL services. Unfortunately, at the moment, we do not offer international shipping. However, if you reside in the greater Montreal area, we do have a convenient and cost-effective local delivery option available for you.
How does shipping work with the date scheduling tool?
Orders placed before seven AM on Monday will be prepared on Monday and delivered on Tuesday.
Orders placed by Thursday morning will be delivered on Friday.
Orders received after seven AM on Thursdays through Mondays will be prepared and shipped on Monday for delivery on Tuesday. It takes 1 business day.
Deliveries are only made during business days nationwide.
How long will it take for my order to arrive?
Our products are shipped via FedEx (Standard Overnight Shipping), which usually takes 1-2 Business Days to reach you once they leave our facility.
Because we bake our cookies in Montreal, Québec, you can expect your order to arrive the next business day.
As soon as your order is shipped, we will provide you with a tracking number so you can track its delivery.
It is possible to experience delays in express postage during holidays.
Please do not hesitate to contact us at info@felixandnorton.com if you haven't received your order within 3 business days after the desired delivery date.
If I am not home to receive the delivery, what happens?
The carriers will leave your package near your door if you are not home to receive it. Upon leaving the bakery, all orders are carefully sealed.
Can you tell me how much shipping will cost?
Depending on the content of your order and your location relative to our Montreal fulfillment center, the shipping cost can range from 15$ to 150$.
You can take advantage of cheaper local delivery rates starting from 7,95$ through our current partner Genie if you are located in the greater Montreal area and some zip codes on the North Shore.
Corporate Orders Delivery Fee Structure
Corporate orders with multiple products delivered at one address with a personalized touch, are not subject to the same shipping rules as a regular customer who would order from the website directly. Shipping price will differ for each corporate order.
How do I prepare the bulk dough for baking?
When refrigerated, simply break the dough into pieces of your desired size. We recommend using pieces that are about 30 grams (1 ounce) each.
What is the recommended baking temperature and time?
Preheat your oven to 350°F (175°C). Place the dough pieces on a baking sheet lined with parchment paper and bake for 7 to 10 minutes.
Cookie Informations
What is the shelf life of my cookies?
The shelf life of cookies stored in an airtight container is one week. Of course, once they're delivered to your home, they won't last very long! Yummy!
On the day you receive your cookies, freeze them if you don't plan on eating them all at once.
To eat, heat your cookies in the oven for 1 or 2 minutes at 350 degrees Fahrenheit until they are warm and gooey.
Did you make any changes to your recipes?
Not at all! Our delicious cookies have been made the same way for 38 years. The same recipes, the same amazing taste.
No matter if you try them again after 1 month, 3 years, or 15 years, you'll get that nostalgic feeling. It's Félix & Norton's guarantee!
Do you make peanut-free cookies?
Our cookies are all peanut-free. And we prepare our cookies in a facility free of peanuts and peanut products.
Does Félix & Norton cookies contain any other nuts?
We make some flavours with nuts, so we recommend that people with severe nut allergies do not consume our products.
Despite the fact that our no-nuts flavours are prepared in the same facility as our cookies that contain nuts, every precaution is taken to sanitize our entire production line, so nut contamination is extremely unlikely.
Are Félix & Norton cookies have a Kosher certification?
Cookies and cookie dough are certified Kosher Dairy by Vaad Ha'Ir in Montreal. Cookie dough and Au Naturel (Vegan) cookies are certified Kosher Pareve by MK.
How should I store this product?
We ship our dough refrigerated. You can store it in the refrigerator for up to 3 months or in the freezer for up to 18 months. It is recommended to place dough balls directly in the freezer upon receipt, while bulk dough can remain refrigerated for three months.
Can I adjust the size of the dough portions?
Yes, you can break the dough into the size that best suits your preferences. For optimal results, we suggest pieces around 30 grams (1 ounce) each.
Are there any additional tips for perfect baking?
- Preheat the Oven: Ensure your oven is fully preheated to 350°F (175°C) before placing the dough inside.
- Use Parchment Paper: Lining your baking sheet with parchment paper helps prevent the dough from sticking and makes for easier cleanup.
- Monitor Baking Time: Keep an eye on the dough as it bakes to achieve your preferred level of doneness within the 7 to 10-minute window.
Returns & Guarantee
What is your return & refund policy?
Using only natural ingredients, we make all of our delicious cookies in Montréal. Due to the perishable nature of our products, we cannot guarantee (especially in the summer) that the cookies will arrive in excellent condition. Therefore, if you don't receive your order within our guaranteed 1-2 business days, you are eligible for a replacement or a refund.
Order Cancellations & Modifications
We reserve the right to cancel or modify an order if we are unable to fulfill the request before the product has been shipped. If we cancel an order, we will automatically refund the full amount. In the event that your order is for someone else (a gift), you should also verify the shipping address before placing your order. We do not offer refunds for orders that have had the wrong shipping address after it’s been shipped.