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 our individual cake decorators.
Your message will be inscribed 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 cake decorator may abbreviate on the cake as well. Please spell out your message using correct grammar, capitalisation 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 include flowers, balloons, confetti, streamers or coloured piping. We recommend that you enter two piping colours of your choice when ordering. If no piping colours are entered, our decorators will choose the colours to either match your image or message gender. Each cake is individually decorated by our decorators, so decorative styles will vary.
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 mix in, increasing the size or number of layers, and minor modifications to the cake, filling, or piping colours if necessary.
Same Day Orders
Same day orders are very difficult to fulfill 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 and advise you.
Next Day Orders
We recommend you call our Order Line 9836-4444 to place a Next Day order.
Hours of Operation
Our order lines are open Monday through Friday 9:00 am to 6:00 pm Eastern Standard Time. You may send orders and special requests by email, (firstname.lastname@example.org) online at your convenience, however please note that orders submitted after 3 pm 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
Our offices are closed and orders are not processed on the following holidays:
- New Year’s Day
- Christmas Day
- Easter public holidays
- Queens Birthday
We offer Saturday deliveries in most areas. Please check the deliveries page on this website.
Sunday delivery is not available at this stage.
Surprise Deliveries Not Guaranteed
While we hope to make each cake delivery a special event, we typically text 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 cake delivery for them. Often we must identify ourselves, and our company name may indicate the delivery 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 cake must be a surprise, please enter the contact and delivery information for another person at the delivery address who can coordinate the delivery with our office. We are unable to guarantee the surprise.
Please ensure the recipient will be available at the delivery address on the selected delivery day. Unlike flowers, cakes cannot be left at the door. Someone must be available to accept the cake. In addition, we must be able to reach the recipient or an alternate contact at the delivery address prior to delivery. Receiver’s mobile phone numbers are very useful in coordinating a delivery. If we are unable to reach the receiver prior to delivery, the delivery may be delayed until contact is made.
If we attempt delivery and no one is available to accept the cake, the cake will be taken back to the factory and the receiver may make arrangements to pick it up. Delivery fees will not be refunded in this instance. Generally the cake will be available for collection the next business day, unless specified.
Cake Delivery Alternatives/Changes
At your request or at our discretion, the cake may be left with a responsible person such as a neighbor, security office, apartment manager, etc. Otherwise, the cake may be held at the factory for pick up.
Requests for Morning or Afternoon Delivery
We will make every effort to honour requests for morning or afternoon delivery, or even a specific time whenever possible.
Changes to the Delivery Date or Time
Generally speaking the factory text or call the receiver of the cake to confirm availability and location. If the receiver and our staff 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 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, though we will endeavour to deliver your cake prior to the time requested.
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 may apply.
The delivery address and phone number are critical to the delivery. We are unable to deliver to P.O. Boxes. Receiver mobile phone numbers are needed 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,egg, 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 staff 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 pre-printed images at an additional charge. Choose the Cake builder category on our Order Now page to view options. We request at least one days notice on Edible Image orders. We may be able to accommodate you in less time, however an additional Rush Fee on these may apply. Each item is subject to availability and an alternate version of the same character may be substituted if necessary.
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 address 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 10 items or more require additional coordination and planning. Please call 9836-4444 to discuss a timeline for your order.
Minimum 50% cancellation fee will apply to cancellation of orders. Other charges may apply, subject to reasonable fees and costs incurred.