Custom order Policies

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Please read this page in its entirety before ordering or picking up your cake.

 

Contacting Us 

Please remember that the phone number provided is a business phone, so it is not always checked after hours. If you do happen to  call after hours, please call again during regular hours.  Please allow 48 hours (possibly longer during peak times of the week) for a return call or reply to FB message, email, or text, as we get many per day.  If you need immediate assistance during normal hours, call us.  If you do not get an answer then, we are likely on the other line or with a client, so feel free to call back in a few minutes. Thanks for your understanding!

 

Payments

We accept Cash, Debit, Credit, or Paypal only.  NO CHECKS ARE ACCEPTED. 

 

Refunds

We promise to do our best to provide the best tasting and best looking cakes to every client. 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! Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our trained cake decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by another cake artist.

 

Once an item has been picked up by You or Your Designated Party, it is considered “Accepted”.  Accepted means that you, the client (or your designated party), has looked at the item and was satisfied with it. 

 

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. In the event that we are unable to correct our mistake before your event, you can choose not to accept the cake and will be refunded any money already paid for the cake. 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 minor color or design discrepancies/variations.

 

IF YOU PICK UP YOUR CAKE, SAY NOTHING ABOUT ANY TYPE OF ISSUE YOU MAY HAVE, AND CONTACT ME LATER WITH A DESIGN ISSUE, I WILL NOT ISSUE A REFUND.  IT IS YOUR RESPONSIBILITY TO SPEAK TO ME ABOUT IT AT PICK UP, SO WE CAN DISCUSS HOW I CAN CORRECT MY MISTAKE.

 

If a major mistake in flavor is found after leaving with the cake (at the time of cutting it), please notify us immediately.  If it is found that we served you an entirely incorrect flavor, you will be refunded or credited for the portion of the cake that was an incorrect flavor.  *Please note: If you book the order, and fail to give us a flavor choice, vanilla cake will be used by default.  No refund will be granted for this issue.  

All details for your cake must be provided to us at least one week prior to the date you plan to pick up, or at the time of booking, if ordering with less than a week's notice.  NO CHANGES TO DESIGN OR FLAVORS ARE PERMITTED after this deadline, unless we approve them. In this case, a $50 Rush Change fee will apply.  This fee is used to compensate for time and materials used for your order at the time of the change request.  Orders booked with insufficient details for us to complete the order, may be cancelled by us, and deposit remains nonrefundable. 

 

Processing of Refunds

In the event a refund is deemed appropriate, it will be issued by electronic refund if you paid with a credit/debit card, or via check mailed to you, if you paid with cash. Refunds to your card will be issued within 14 days, and refund checks will be issued within 30 days.  *Please note: Once I issue the electronic refund, it may take several days to appear in your account.  This is something I cannot control.  I issue it, and then Paypal and your bank has to process and credit it, according to their own guidelines. 

 

Retainer

A NON-REFUNDABLE RETAINER is required for all orders. Due to an excessive amount of no shows we can no longer accept orders without deposits.  Retainer 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 an emergency circumstance only.  *Wedding Orders are subject to a 50% NON-REFUNDABLE RETAINER. Due to scheduling wedding orders months in advance, the only situations in which any type of refund of retainer payments will be given is in the case of an emergency - which will require documented proof. We will not provide a refund for any other reason, including cancellation of the wedding. We encourage all wedding clients to sample our products and/or schedule a consultation prior to booking and paying the non-refundable retainer, to ensure we are the perfect bakery for you.

 

Hours & Pick-Up Times

Our hours are Tuesday 10:00am - 4:00pm; Wednesday - Friday 10:00 am to 5:00 pm, and Saturday 9:00 am to 12:00 pm; Closed Sunday and Monday.

We may ask for an approximate pick up time.  This allows us to plan our strict schedule of the order in which to complete our cake orders each day.  If you need to pick up much earlier than you planned, please contact us right away so we can make sure to have your order completed in time.

 

Please make sure to pick your cake up PRIOR to our closing time. We do understand that emergencies arise, and are willing to accommodate those times, as much as possible. However, we cannot guarantee the availability of staff for an after-hours pick up. Further,this will only be available if we are contacted prior to closing! Please understand that we do NOT keep items stored several days, and do not keep anything overnight on Saturday/Sunday, since we are closed until Tuesday, so we will resell or donate items left after closing unless prior arrangements have been made.  After-hours arrangements may result in a minimum $20.00 service fee, at the sole discretion of owner.  It is YOUR responsibility, not ours, to make this contact and any necessary arrangements.

 

NO SHOWS AND UNCLAIMED ORDERS!!!

In the event you fail to pick up your order, the same rules apply: The will be NO REFUND made for any orders that were not picked up!!  Further, we reserve the right to resell the items or donate them to the charity of our choice.  In cases in which a deposit was the only payment received, we will likely resell the items.  In an effort to give back to our community, ALL orders in which we received at least half of the total cost in advance, will be donated to a charity or shelter.


In an effort to be available for emergencies, we make every attempt to keep the business phone on and someone available to answer it for one hour after closing, in the event we have an unclaimed order that day (we may not always be able to provide this courtesy). After that hour, if we have still not heard from you, the phone is set to Do Not Disturb, and the cake/cupcakes are posted for resell or donated, whichever applies.  

 

Client Responsibility/Transport

 

All products are the client’s responsibility upon leaving the bakery, unless it is being delivered by us.

Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.

 

  • Please drive carefully, keep cake lying flat in car, and keep in a cool climate

  • Knoxville summers get extremely humid and hot; both being very hard on cake and icing. We keep all orders refrigerated, and recommend that clients do the same, especially during hot summer months. This will keep the cake cool, and makes it much easier to transport without damage. Sitting it out at room temperature for 30 minutes will soften the icing back up.

  • DO NOT leave cake sitting outside for any length of time, even for a party. It will melt, and can melt in less than 20 minutes in higher temperatures.

  • DO NOT PLACE YOUR CAKE IN THE CAR SEAT! It is NOT level or flat! Doing so will cause the cake to slide and be damaged.

  • Do NOT leave your cake in the car while running into the store for balloons or other items, even if it is only 50 degrees outside! If the sun is out, the interior of your car is likely much warmer than that, and the cake will melt!

  • Do NOT place your cake on the counter near your stove, and then use the stove to cook food! Although keeping many types of cakes at room temperature is perfectly okay, the heat and/or moisture from the stove will cause the "room" temperature to rise and the cake/frosting to melt and fall apart!

  • Do NOT place in a "sun-lit" area. Even when left on a table, or counter, in a climate-cooled room. If sitting in direct sunlight from a window, a cake will get too warm and melt over time.

 

If you are not sure of the proper transport and care of the cake, please ask!

 

Damaged Cake Repairs

If you bring a cake back to us, we may be able to repair it; but you may incur a minimum $30 repair charge. Depending on the extent of the damage, the original cake may not be suitable for repairs and may need to be replaced. In such instances, additional charges may apply. After hours repairs are at the SOLE discretion of the owner.  Please call me and take pictures to send to me of the damage, so I can ascertain whether or not I will be able to repair it for you.