Our cakes are one-of-a-kind creations, made and decorated by people, not machines. That's what makes them so wonderful! All menu items are subject to availability and the artistic interpretation of the decorator in the receiver's area.

Standard Personalization
Your message will be inscribed in icing on the cake as written in the Cake Message field of your order, within space limitations as defined in Cake Notes below. If you abbreviate words in your message when placing your order, the decorator may abbreviate on the cake as well. Please spell out your message using correct grammar, capitalization and punctuation. Be sure to include the recipient's name in the custom cake message. For example, “Happy Birthday John”. Messages that are not family friendly may be modified.

Standard Decorations
Standard decorations include flowers, balloons, confetti, streamers or generally festive along with a border or trim around the cake. We recommend that you enter two colors of your choice or the decorators array of pastel, primary, jewel tones, vivid colors, or seasonal, holiday or occasion colors when ordering. (For example, if you ask us to decorate for the occasion, a baby shower cake would usually be decorated in pink and baby blue.) Not all colors are available in all locations. Each cake is individually decorated by the decorator in the receiver’s area, so decorative styles will vary.

Substitutions
We reserve the right to substitute a like item of equal or greater value in order to fulfill your delivery. This may include, but is not limited to, upgrading your cake to include a filling, increasing the size or number of layers, and minor modifications to the cake, filling, or icing flavor if necessary.

Same Day Orders (Priority Rush Service)
Same day orders are very difficult to fulfill and require the Priority Rush Service Fee. Please select the appropriate service fee when placing your order online and we recommend that you call our Order Line 9836-4444 to place your rush order. If we are unable to process your request, we will credit your account for the difference in the fee.

Same Day charges apply to the following:

• Orders received Monday through Friday for delivery the same day
• Orders received Monday through Thursday after 12pm Noon EST for the next business day
• Orders received Friday after 12pm Noon EST for delivery Friday-Monday - and we may not be able to process your order in time.
• Same Day charges are also affected by holidays on which our offices are closed. Please see Legal Holidays for more information.

Next Day Orders (Rush Service)
Orders received before 12pm Noon EST for delivery on the next business day will be subject to Rush/Next Day Service Fee. We recommend you call our Order Line 9836-4444 to place a Next Day order. (An order placed on Friday after 12pm Noon EST for delivery on Monday would be subject to the Same Day/Priority Rush fee.)

Hours of Operation
Our order lines are open Monday through Friday 9:00 am to 5:00 pm Eastern Standard Time. Our offices and order lines are closed on Saturday and Sunday. You may send orders and special requests by email, fax or order online at your convenience, however please note that orders submitted after 12pm Noon EST on Friday, over the weekend, or on holidays will not be processed until the next business day which may be Monday of the next week.

Offices Closed Holidays and Weekends
Our offices are closed and orders are not processed on weekends and on the following holidays:

• New Year’s Day
• Christmas Day

Saturday Delivery
We offer Saturday deliveries in most areas.

Sunday Delivery
Sunday delivery is not available.

Holiday Orders
Holidays such as Valentine’s Day, Mother’s Day, and Christmas are a busy time for our decorators. Please order early for holiday deliveries. Holiday delivery is subject to availability in the receiver's area. Holiday orders are typically scheduled for delivery a few days prior to the holiday.

Surprise Deliveries Not Guaranteed
While we hope to make each cake delivery a special event, we typically call the receiver to confirm they will be available during the scheduled delivery time and discuss directions if needed. We generally tell the receiver we have a gift delivery for them. Often we must identify ourselves, and our company name may indicate the gift is a cake . In addition, sometimes the receiver will ask the name of the person sending the gift. While surprises are fun, we must also be aware that people are understandably cautious and respect their concerns. If the gift must be a surprise, please enter the contact and delivery information for another person at the delivery address who can coordinate the delivery with the baker. We are unable to guarantee the surprise.

Receiver Availability
Please ensure the recipient will be available at the delivery address on the selected delivery day. Unlike flowers, cakes and cookies cannot be left at the door. Someone must be available to accept the gift. In addition, we must be able to reach the recipient or an alternate contact at the delivery address prior to delivery. Receiver’s cell phone numbers are very useful in coordinating a delivery. If the baker is unable to reach the receiver prior to delivery, the delivery may be delayed until contact is made.

Attempted Delivery
If we attempt delivery and no one is available to accept the gift, the gift will be taken back to the factory and the receiver may make arrangements to pick it up.

Cake Delivery Alternatives/Changes
At your request or at our discretion, the gift may be left with a responsible person such as a neighbor, security office, apartment manager, etc. Otherwise, the cake or gift may be held at the factory for pick up.

Requests for Morning or Afternoon Delivery
We will make every effort to honor requests for morning or afternoon delivery, or even a specific time whenever possible.

Changes to the Delivery Date or Time
Generally speaking the factory will call the receiver of the gift to confirm availability and location. If the receiver and baker coordinate a preferred delivery date or time other than the date requested on the order, with or without notification to you, the order will still be considered appropriately fulfilled.

Delivery Times Outside of Normal Business Hours
Normal delivery hours for bakers are between 9 am and 7 pm. Requests for delivery outside the normal delivery times will incur an additional charge if possible. We are unable to guarantee delivery time.

Exceptional Delivery Requests
We are happy to do all we can to ensure an enjoyable cake delivery experience, even with extreme requests. However, our prices reflect standard delivery situations, and exceptional delivery requirements can be quite costly if it is even possible for us to make the arrangements. If we are able to meet your request for a delivery outside our normal service, an additional charge to offset these expenses will apply.

Delivery Address
The delivery address and phone number are critical to the delivery. Please confirm the recipient's address and phone number including apartment number, area code, and zip code prior to placing your order. We are unable to deliver to P.O. Boxes. Receiver mobile phone numbers are helpful for coordinating deliveries. Please provide as much information as possible on the delivery location including the name of the business, building, office complex, suite number, floor number, building number, subdivision or community name, apartment complex, dorm, hospital, retirement or assisted living facility, funeral home, or school.

Special Ingredients/Food Allergies
Many people have serious food allergies to common ingredients such as flour, dairy products, strawberries, nuts, etc. If you have any question about the possibility of a food allergy for your recipient, please discuss this with the receiver prior to placing your order.

Custom Shapes and Sizes
Custom shapes and sizes may be available. Special pricing will apply.

Freehand Art, Themes or Logos
Special pricing will apply to freehand drawing, themes or logos. Our representative will be happy to discuss options with you.

Decorative Sets and Pre-Printed Images
For children’s parties and common theme parties, we offer several popular cake decorating sets and pre-printed images at an additional charge. Choose the Theme Cakes category on our Order Now page to view options. We request at least two weeks notice on Theme Pack orders. We may be able to accommodate you in less time, however an additional Rush Fee on Decorative Sets will apply. Each item is subject to availability in the receiver’s area, and an alternate version of the same character may be substituted if necessary.

Customer Service
Customer service requests are handled during normal business hours. If you have urgent question regarding a delivery outside of our normal business hours, please leave a message on our Order Line at 9836-4444. Please leave your name and phone number, the receiver’s name and phone number, the city, state and post code of the delivery and the scheduled delivery date along with your description of the situation. Calls are monitored, and if we are able to resolve the issue for you outside of normal hours, we will be happy to do so.

Refunds and Credits
Refund and credit requests are handled and resolved by our Customer Service Team. Ours is a very subjective business making returns and credits a particularly sensitive issue. Our company upholds generous customer service guidelines and strives to provide equitable compensation to our customers for each situation. All refunds and credits must be requested within 5 days.

Payment and Credit Terms
Payment is due at the time of order. We accept Visa and MasterCard.

Multiple Orders - Corporate Orders
Orders for multiple locations for 100 items or more require additional coordination and planning. Please call 9836-4444 to discuss a timeline for your order.

Cancellations
Minimum 50% cancellation fee will apply to cancellation of orders. Other charges may apply, subject to reasonable fees and costs incurred.