All orders are confirmed once we have received full payment for the order; this is instant for those paying online via credit card, but may be delayed for those who opt to pay by e-transfer. We will reach out to those who pay by e-transfer via email shortly after the e-transfer has been processed to notify them of the order being confirmed. E-transfers must be received at least 36 hours prior to the customer’s desired fulfillment date to ensure that we are available to complete the order.
Customers will receive an order confirmation email automatically after their order has been placed; we ask that all customers ensure that the email they provide us with during checkout is accurate so that they receive this very important email. If a customer has placed an order but did not received a confirmation email, we ask that they check their junk folder as it is likely that the email was filtered as spam. If the customer still cannot find the email after checking their spam folder, we ask that the customer contact us via email to request that we resend the email.
If a customer needs to make changes to their order, we ask that they contact us by replying to their order confirmation email. Some order changes may result in additional charges, in which case the customer will be notified. Some last minute requests may not be possible.
We reserve the right to make changes to all orders depending on the materials we have available and the feasibility of the customer’s requested design. For example, custom messages may be shortened (i.e. Birthday may be written as BDAY), colours may have a slightly different tint, packaging may differ, and some fillings may be substituted if they are not available.
As our products are made to order as per our customers’ customization requests, all products are final sale. If a customer finds that there is an issue with their order, we ask that they email firstname.lastname@example.org for assistance.
Please read our Refund Policy here.
Storing & Handling
We ask that all customers be extremely careful with their order as it is fragile. When receiving their order, customers should hold their box/bag upright and avoid shaking the box/bag around. In most cases, our smash cakes will be okay to store on the counter rather than in the fridge. Our smash cakes should not be frozen.
We are not responsible for any damage to our products in the case that the customer breaks or drops it. We ask that customers be especially careful if they decide to remove their smash cake from the box as it may slide off the cake board. The best course of action is to keep the cake in the box, but collapse the sides of the box to improve visibility. If a customer needs to remove the smash cake from the box, remove the smash cake steadily with the cake board, making sure to hold the cake against the board.
Delivery & Pickup Policy
Changes to price, product descriptions, and store policies may occur without notice.