My SIL took some of my cookies to her sister's house this past weekend for a graduation party. Her sister paid me for them. I know when I sent them they were in perfect order - no broken ones. Now I know that the cookies can break. I mean they are not made of concrete. I told them to be extra careful as they are fragile and I even included several extra cookies to her order "just in case". Well, they had a "handful" of them break when they took them out of the box to put out. She (my SIL) said it was not a big deal but I feel bad about it. I mean am I responsible if they are fine when they leave me? I thought I packaged them well. I didn't use bubble wrap but they were traveling by car. I did put tissue paper in the box to cushion them. What do you think? What do you all do and what do your customers expect?
well, sometimes they do break. Not much you can do about it. I recently made bowling pin cookies for a cake, was only going to put 4 on the cake, but I sent 9 with her. My friend said "why so many" I had already broken 4 just trying to get iced and sticks on them. I would much rather send some extra with a little warning, than not. I think you did the best you can. don't worry about it, they still taste the same.
Peeverly, you did everything right and are not responsible once the cookies leave your hands. You informed them the cookies were fragile and advised them to be careful in handling them and even provided extras. Job well done!!
When I have customers that are picking up cookie orders more specifically individually wrapped cookie favors, I usually get as much info as possible out of them as to how they're transporting the cookies. Then I can determine how to package them to, hopefully, avoid any possible breakage. We can tell customers to be careful until we're blue in the face but once they get their order we're no longer responsible for how they handle it. I cringe sometimes when I see how roughly people handle their orders 
. Same as when you're shipping, you can package them perfectly yet you have no control over how the shipper is handling and tossing your package.
You went above and beyond! 
Thanks Sltoklahoma and Cookiecreations for your quick replies. Next time I think I will make sure I put the bubble wrap on the bottom of the box and really, really stress how fragile they are. I thought I did that but people just don't get it. As I said, they are not made of concrete!!!
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