Custom Baked Goods - Confirmation, Payment, Refunds, & Pickup Policy

 

Purpose
This policy outlines the procedures and responsibilities regarding custom baked goods that are not picked up on the requested date.

 

   1. Order & Pickup Commitment​​​​

       a. Orders are requested via Custom Order Form on the website.​​

       b. Due to the baker's schedule, some orders may not be accepted.  If an order is accepted, you will receive an email confirming order details,

           payment amount, and payment due date.

       c. All custom orders require full payment to confirm the booking.  Orders will not be started unless  full payment has been received by the

           payment date included in the confirmation email.  Payment due dates depend on purchasing times for any custom ingredients or materials.

       d. All custom baked goods must be picked up on the date and time agreed upon at the time of order. The pickup date ensures product freshness

           and quality.

       e. Allergies:
           Customers are responsible for notifying the baker of any allergies when placing an order.  

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   2. Pickup Policy

       a. Please inspect your order upon receipt.  Once accepted, the baker is no longer responsible for damage that occurs during transport or after

           handover.  

       b. Reminder Notifications
           A reminder message will be sent 12-24 hours before the scheduled pickup time. Customers are responsible for confirming any changes prior

           to the pickup date.

       c. Holding Period
           Unclaimed orders will be held for up to 24 hours after the scheduled pickup time. After this period, the bakery cannot guarantee product

           freshness or availability.

       d. Rescheduling or Late Pickup
           Customers who anticipate being late or unable to pick up their order must contact the bakery at least 12 hours before the scheduled pickup

           time. The bakery will make reasonable efforts to accommodate rescheduling requests, subject to storage capacity and product type.

       e. Disposal or Donation
           After the 24-hour holding period, unclaimed baked goods may be disposed of or donated at the bakery’s discretion. No refunds or credits will

           be issued for unclaimed items.

       f. Once the product has been received, proper storage (refrigeration, covering, etc.) is the customer’s responsibility.

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   3. Payment, Cancellations, & Refunds

       a. All custom orders must be paid in full prior to order being produced.  

       b. Cancellations
           Full refunds are only offered if order is cancelled more than 4 days prior to pickup date.  Refunds are up to the owner's discretion if orders

           are cancelled within 4 days of pickup date. 

       c. Payments for unclaimed orders are non-refundable, as ingredients and labor are dedicated specifically to each custom item.

       d. Exceptions
           In cases of emergencies or unforeseen circumstances, exceptions may be made at the discretion of the owner. Documentation or

           communication may be required to qualify for an exception.

 

   4. Complaints & Quality Issues

       a. If you are unhappy with your order, contact me within 24 hours of receipt of items.

       b Provide photos and detailed description of the issue.

       c. If the complaint is valid (e.g. wrong flavor, missing item, or quality concern), a partial refund, credit, or replacement may be offered at the

           baker’s discretion.

 

   5. Acknowledgment
           By placing a custom order and submitting payment, customers agree to this policy and understand that failure to pick up an order on the

           requested date may result in forfeiture of the product and payment.