FAQ
🍪 Dream Cookies: Frequently Asked Questions
1. Safety & Allergens
Q: Which of the 28 specified allergens are included in your cookies?
A: None. Our recipes are strictly developed to be free from all 28 allergens specified by the Japanese Ministry of Health, Labour and Welfare (including wheat, eggs, dairy, peanuts, soy, etc.). We use high-quality alternative ingredients like rice flour, corn startch and coconut oil to achieve a premium "New York style" texture.
Q: Do you use a dedicated gluten-free facility?
A: Currently, we produce our cookies in a licensed commercial kitchen in Kumamoto that is we share just a few times a year with a catering company. While the facility is shared, we operate under a "Total Segregation" protocol. storage containers, mixers, and measuring equitement is dedicated to our use. We perform deep cleaning and sanitization of all shared surfaces and equipment before our production runs to prevent cross-contamination.
Note: As we increase production, we will start batch testing our dough for major allergens to ensure we are free of allergens.
Q: Are your cookies Vegan?
A: Yes. We use no animal products, honey, or bone-char refined sugar.
2. Product & Ingredients
Q: What makes the "Dream Cookie" texture different from other GF cookies?
A: Most gluten-free cookies in Japan are rice flour "crunchy" or "biscuit-like." We focus on the "New York cookie" Larry grew up making — a cookie that is thick, soft, and chewy. We also make a shortbread cookie that melts in your mouth, unlike rice flour cookies. We achieve this through 200+ recipe iterations using just the right ratio of premium Kyushu rice flours and specialized starches for each cookie type we offer.
Q: How should I store the cookies?
A: To maintain the "chewy" texture, keep them in a cool, dry place. If you prefer a "just out of the oven" experience, we recommend heating them in a toaster oven for 30–60 seconds.
Q: What is the shelf life?
A: Because we do not use heavy preservatives, our cookies are best enjoyed within 7 days of production. Each individual wrap is labeled with a "Best Before" (shomi kigen) date.
3. Shipping & Logistics
Q: Where do you ship from and how much is shipping?
A: We ship nationwide from our base in Kumamoto using Yamato Transport. Shipping costs are calculated at checkout based on your region (Tokyo, Osaka, and Kyoto typically arrive within 1–2 days of shipping).
Q: My cookies arrived broken. What should I do?
A: We take great care in our "Soft-Landing" packaging, but if your cookies arrive crumbled, please take a photo and contact us via our Shopify contact form or LINE within 24 hours. We will send a replacement batch immediately at no cost to you.
4. About the Monitor Program
Q: How do I know if I am selected as a monitor?
A: We review applications based on dietary needs and location to ensure a diverse feedback group. If you are selected, we will create a Draft Order for you in our Shopify system. You will receive an email titled "Dream Cookies: Monitor Program Invitation & Invoice."
Q: Are the cookies really free? Do I have to pay for anything?
A: The cookies themselves (a box of 6) are our gift to you in exchange for your honest feedback. However, we ask our monitors to cover the cost of shipping. When you receive your email invitation, it will contain a link to a secure checkout page where you can confirm your shipping address and pay the delivery fee. Once the shipping payment is completed, your order will be officially confirmed and moved to our baking schedule!
Q: What happens after I pay for shipping?
A: Once your shipping payment is confirmed, your status changes to "Confirmed Monitor." We will bake your cookies fresh in our Kumamoto kitchen on the scheduled date and ship them via Yamato Transport. You will receive a tracking number the moment they leave our facility.