CHANGES, REFUNDS & CANCELLATIONS:
All custom orders will come with a description “contract” which will cover all details of the cake. This description must be agreed upon before the cake is made.
ORDER CHANGES – We require 72 hours notice for All changes. No changes to size, flavor or decoration can be made after this time. We are always happy to add cupcakes to orders in the event that you need to serve more guests. Leftover cake can be frozen for another day in the event you have ordered too much for your guest count.
We promise to do our best to provide the best tasting & best looking cakes & bakery items around. Custom orders are created with love by our talented staff just for you. Please keep in mind that no two pieces of art made by people are ever exactly alike. 50% NON-REFUNDABLE FEE IS REQUIRED FOR ALL SPECIAL ORDERS -Deposit refunds will not be made for cancellations of any kind, but will be applied to your order as a credit in the event that a change of date occurs due to family emergency. Due to the handcrafted nature of our products, we are unable to provide full refunds or exchanges of custom cakes, cupcakes or cookies in most cases. Once a cake has been picked up by you or a designated party it is considered “Accepted”. All products are the responsibility of the customer once it leaves our shop. Refunds requested due to decorating style, color shade or general decoration design will not be honored. If you need to postpone your cake for another date, we require at least one week notice. With less notice, we can reschedule your order (depending on availability) however you may incur an extra charge to re-bake the cake/recreate the elements on the cake. If you’d like to change the flavor of your cake, we require 72 hours’ notice. 3D Cakes require at least one week’s notice if changes need to be made to the cake or to the date. In the event that we have made a major mistake to the design theme (butterflies instead of dinosaurs for example) and you alert us at the time of pickup, every attempt will be made to correct this error in a timely manner, before you leave our shop. In the event that we are unable to correct our mistake before your event, you can choose not to accept the cake and will not be held responsible for the balance due. While it makes us very sad to make mistakes, and we will never knowingly disappoint you, please remember that people, not machines are designing your cakes. No refunds will be given for color selections or minor design discrepancies.
In some cases you may qualify for a store credit if the product is brought back to us and the quality of the cake flavor or texture is determined not to meet our standards. Quality determination is solely at the discretion of Sugarsweet Bakery. Please keep in mind variety in temperature and humidity may impact the flavor, overall design, or texture of the cake to some degree. Please understand we cannot control changes in texture or changes in color or shape due to weather conditions. DEPOSITS ARE NON-REFUNDABLE.
If you cancel a cake order before we have a chance to deliver it to you, there is NO Refund. If you pre-paid in full, or placed a partial deposit, you will NOT get a refund if you cancel your order before we have a chance to deliver it to you. 50% NON-REFUNDABLE FEE IS REQUIRED FOR ALL SPECIAL ORDERS -Deposit refunds will not be made for cancellations of any kind, but will be applied to your order as a credit in the event that a change of date occurs due to family emergency.
The following 2 scenarios are the only instances when we will provide a full refund:
- If we fail to deliver your cake on the date and time stated on your contract for your wedding, or event. Further, if customer provides the wrong date, time or address for delivery, we will not provide a refund. Our liability is limited to the contracted value of the cake.**
- If you come to our store for “pick up” and the cake does not meet your expectations or If we deliver the cake to you and the cake does not meet your expectations,, we will give you a refund (minus 50% handling/cancellation fee). This refund will be in place of a check (NO CASH or CREDIT refunds will be given) NOTE: If we give you a refund, you CANNOT keep the cake. You only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. Refunds are given within 7 days.
Last minute orders (within 48 hours from pickup date) are Final when placed & can not be changed.CANCELLATIONS / MISSED PICK UPS – We require 72 hours notice to cancel an order. The non-refundable deposit will be applied as a credit to your next order in the event that a family emergency has postponed your event and you have given us at least 72 hours notice.In the event of Missed or Forgotten Pickups, we make every attempt to contact you before we close. Your order will be available for pickup until the following business day, but you are responsible for the remaining balance in the event of a no-show. Deposits will not be refunded.
You are responsible for transporting your order home safely & we are not responsible once an order leaves our premises. Cakes should never be placed on seats! Place them on the floor board of the vehicle so that they are level. Refrigerate cakes that will not be eaten within two hours of pickup
WEDDING CAKE CONSULTATIONS:
Wedding cake consultations/tastings are available by appointment only and are done on Mondays- Wednesdays from 10:30am-4:30pm. You are allowed to invite no more than 2 other guests with you. More people will result in an additional cost. Cake tastings require a $25 fee and are usually about 30-45 minutes & include a sampling of our 3-4 of our most popular flavors. The consultation fee is applied toward the wedding cake balance if the cake order is placed with us. Please keep in mind that our wedding cake designers are creating & delivering wedding cakes on Fridays & Saturdays and therefore are unavailable for consultations at this time. However, a sampler cupcake box containing four of our most popular flavors is available for you to order & enjoy at your own convenience if you are unable to meet with us during the week for $12.00 plus tax, which is applied toward your balance if you order your cake from us.
Specialty Cake Consultations & Photo Submissions – While we have a very creative team of artists on staff to assist you with design ideas at the time you place your order we do not provide special occasion cake consultations of tastings. We have a large variety of cupcakes in our display cases for you to purchase if you would like to try our flavors before ordering a cake. The basic theme you select & the research required for certain designs is left up to the client. Please have as much information ready as possible when placing your orders regarding guest count, flavor choices, cake shape, theme & decorating ideas so hat we may assist you in a timely matter.
Every product produced in our bakery is made with shared equipment that may have come in contact with ingredients containing allergens including but not limited to: Peanuts, Tree nuts, Soy, Dairy, Eggs, Gluten, Wheat, etc. If you have food allergies, it is advised that you do not consume our products.
Q: How much advance time do custom cakes need to be ordered?
A: We like to have at least a week to garuntee flavor, size and the decoration youd like to have. We do make extra cakes daily for last minute orders of less than a week but cant always garuntee specific requests.
Q: Can we come in the bakery and pick up last minute cakes and treats?
A: We do have a walk-in storefront bakery where we offer a variety of cupcakes, cookies and cakes for yourself, an event or a quick gift to pickup.
Q: I have a invite that we are using for the theme of ouor party, can you match it for my cake decoration?
A: We can coordinate most designs to match your theme, just bring us the design at least 72hrs in advance.
Q: We want to purchase a cake but are unsure of the flavor we want–do you offer free samples?
A: Whole we do not offer free samples, we do have a daily selection of cupcakes and cake-by-the-slice in our most popular flavors offered for sale that you do not have to purchase in whole in order to trey a variety of flavors.
Q: Do you accept checks?
A: Sorry we do not accept checks.
Q: Do you deliver or ship your bakery products?
A: We deliver locally and throughout the greater Bay Area–with at least 48hrs notice–We will soon offer the shipping of cookies, brownies, bars, loaves and bundts at a later date.
Q: Are you hiring?
A: We are always looking for new talent to bring into the bakery. Dont hesitate to drop of a resume and speak to someone about a possible open position.