At Cake Queen Co., we want to ensure a smooth and transparent experience for our customers. Please take a moment to familiarize yourself with our terms and conditions, cancellations, and refund policy:
Payment
All orders must be paid in full before pick-up or delivery, unless otherwise agreed upon. Payments can be made using any debit or credit card. Customers will be sent an invoice via email and will pay through Square.
If payment is not made at least 7 days prior to your pick-up date, this may result in cancellation of your order. All orders are first come, first served, and if another customer books for the same day as you and they pay first, their order will take priority.
Cancellations and Refunds
We understand that plans may change, but full refunds will not be available if you cancel your order less than 7 days prior to your pick-up date. A 50% refund may be provided if cancelled at least 7 days prior.
If you need to cancel, please notify us as soon as possible. For cancellations made before payment is processed or at least 14 days before your event, we can offer a full refund or reschedule your order if available.
Product Size
The size of the cake is based on your selection and our estimation of servings. Please use the serving guide as a reference; however, actual servings may vary based on cutting style and size.
If you are unsure of the size needed, feel free to ask for assistance, and we can help you choose the most appropriate option for your event.
Transport and Responsibility
Once your product has been picked up, you assume responsibility for its safe transport.
We do not accept responsibility for any damage or mishaps during transport. We are happy to provide advice for safe transport, but it is your responsibility to transport with care. If you’re picking up a large or delicate cake, we recommend bringing an appropriate vehicle and assistance for handling.
Delivery
We are responsible for the safe delivery of your cake or product to the designated location. Once delivery is made, we are no longer liable for any damage, including melting, deformation, or mishaps.
If your event venue requires special arrangements (e.g., specific delivery time), please notify us in advance to ensure we can accommodate your request.
Outdoor Exposure
Cakes and other products are best kept in a cool, stable environment. If exposed to heat or humidity, they may experience melting or deformation. We are not responsible for any damage once the product has left our care.
If your event is outdoors or in an area where temperatures are likely to fluctuate, please make arrangements to store the cake in a cool, dry place until serving.
Acceptance
Once the cake has been picked up, it is considered “accepted.” Refunds requested due to decorating style, color shade, and general design will not be honored as we provide photos of your order prior to pickup.
Refunds requested due to flavor quality will be determined at our discretion and based on the returned cake.
We cannot provide a refund for a cake that has been consumed.
Refunds will not be provided for late pickups or no-shows.
Custom Orders
We specialize in custom cakes and products. If you have specific requests or design ideas, please provide them at least 1 week in advance to ensure we can accommodate your needs.
Custom orders may be subject to additional charges depending on complexity, design, or ingredients.
Allergy Information
We take food allergies seriously. Please inform us of any allergies or dietary restrictions before placing an order. We are not responsible for cross-contamination, and we cannot guarantee a completely allergen-free environment, but we will make every effort to accommodate your needs.
Storage Instructions
For best results, we recommend storing your cake in a cool, dry place.
We recommend keeping your product in the fridge up until 2 hours prior to cutting into it. This will ensure that the buttercream has softened to the desired texture of the cake.
If you need to store the cake for longer periods, please follow any specific instructions provided based on the cake type.
We recommend keeping your cake inside of its box while storing in the fridge longer than 3-5 hours. This prevents damage or absorption of unwanted fragrance that some refrigerators have on the inside.
