STORE REFUND POLICIES (The not so fun, but necessary stuff)
We take great pride in our work and are in business solely to provide you excellence in taste and in art.
We reserve the right to use creative license where we feel necessary in order to maintain the quality of our product and designs. Please keep in mind this is a food based art. The end result will never be absolutely perfect (after all we are imperfect humans), but we will do our best to provide you the design you requested.
PICKING UP YOUR CAKEWe recommend that you pay for delivery service on any 3D cakes or tiered cakes. When we deliver the cake to you, we guarantee that it will get to you safely and on time.
If you choose to pick up your cake, please keep the following in mind:
Drive slow- no sudden stops, no sudden acceleration, no sharp turns, etc... Keep your car COLD.
Keep your cake refrigerated until 2-3 hours before serving.
Cake and icing are very fragile. Speeding, going over bumps, slamming on the brakes, a wobbly table, someone bumping the table, leaving it in the car in hot weather, leaving it in your warm home in hot weather, allowing cats, dogs, children, or adults near the cake can cause damage that we are not responsible for. We have delivered hundreds of cakes and know how to travel safely with them.
If any of the above occur after you have picked up the cake which results in damage to the cake, we will not be responsible for any of the damage or consequential damages or expenses that you incur.
Feel free to ask us if we might be able to repair it, but note that you may incur a service/repair charge.
We've had lots of customers pick up their 3D and tiered cakes without a problem, but please keep in mind we are not responsible if damage occurs to your cake.
WHEN DO WE GIVE STORE CREDIT OR REFUND?DEPOSITS ARE NON-REFUNDABLE. If you cancel a cake order before we have a chance to deliver it to you or you pick up, there is NO Refund. If you pre-paid in full, or placed a deposit, you will NOT get a refund if you cancel your order before we have a chance to deliver it to you or for you to pick up.
Unless you cancel with at least 30 days notice. With 30 day notice we will provide you a refund, less a 30 percent cancellation fee.
If you cancel with less than 30 days notice, you will receive a store credit (minus 30% handling/cancellation fee) redeemable within 90 days of cancellation date.
If you come to our store for pick up and the cake does not meet your expectations, we will give you a store credit (minus 30% handling/cancellation fee) redeemable within 90 days of cancellation date. NOTE: If we give you a store credit, you CANNOT keep the cake. You only get the store credit if you refuse to accept the cake. We will NOT negotiate a partial refund, nor partial credit if you keep the cake. This is a take it, or leave it policy. If you decide to cancel your order before it is due you will get a store credit only.
If we deliver the cake to you and the cake does not meet your expectations, we will give you a store credit (minus 30% handling/cancellation fee) redeemable within 90 days of cancellation date. NOTE: If we give you a store credit, you CANNOT keep the cake. You only get the store credit if you refuse to accept the cake. We will NOT negotiate a partial refund, nor partial credit if you keep the cake. This is a take it, or leave it policy. If you decide to cancel your order before it is due you will get a store credit only. Also, note that the delivery fee is not refundable.
Refunds are only provided under the following circumstances. If we fail to deliver your cake on the date and time stated on your invoice or contract for your wedding, or event. If we deliver the cake 2 hours late, or less than 2 hours late, we will NOT provide a refund. Further, if customer provides wrong date, time or address for delivery, we will NOT provide a refund. **We will not be responsible for any additional expenses that you incur as a result of our failure to deliver the cake. Our liability is limited to the contracted value of the cake.**
That's it. We do not give refunds under any other circumstances. Refunds are given within 10 days (Refund is given minus 30% restocking/cancellation fee.)
SOME THINGS TO UNDERSTAND:
We are not a multi-million dollar operation. We cannot work magic like you see on television shows.
Once a cake has been picked up by you or a designated party it is considered "accepted". All product is the responsibility of the customer once it leaves our shop. Refunds requested due to decorating style, color shade or general decoration design, imperfections caused by weather, heat, humidity, rain, contamination, freezing or any other factors that are beyond our control will not be honored We only give refunds in accordance with refund policies stated above. Each cake decorator has a different touch, a different style. If you provide a picture as a model for us to follow, please realize there might be slight differences.
We bake one day decorate the next. 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), but you may incur an extra charge to redo the cake/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 want to be made to the cake or to change the date. WEDDING CAKE POLICIES are on the Wedding Cake Contract.
Cake flavor and texture is subjective. Refunds requested due to flavor or texture after cake has been accepted and picked up will NOT be honored. 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 Once Upon A Cake.
Our cakes are exceptionally moist. 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.
Back to the wonderful world of cakes!