FAQs: Orders & Shipping
IF I ORDER TODAY, WHEN WILL MY ORDER SHIP?
A third party logistics company stores, packages and ships our products for us. They have a warehouse in Pennsylvania and a warehouse in California and they work to a 2 day timeframe to pack orders - this means if you order on Monday, their aim is to have it labelled on Tuesday and either get picked up on Tuesday afternoon or Wednesday morning. They use a combination of UPS Ground, Fedex Ground, USPS Ground, so unless you live really far away from one of their warehouses, you should receive your order within 5 working days ideally.
DO YOU OFFER EXPEDITED SHIPPING?
Yes we have 3 day and ground options for the USA!
Also, if you are in Los Angeles and need a cake kit or book in a pinch, email us at firstname.lastname@example.org and we can try to either arrange one to be delivered to you on a local courier or you can come to pick one up from our studio in Echo Park.
What countries do you ship to outside of the USA?
We ship to Canada, Germany, France, United Kingdom, Croatia, Sweden, Norway, Denmark, Spain, Finland, Greece, China, Hong Kong SAR China, Thailand, Qatar, South Africa, Malaysia, Netherlands, Italy, Israel, Mexico, Vietnam, Brazil, Ireland, Switzerland, Japan, India, and Georgia.
If you don’t see your country listed in the options at checkout, email either email@example.com with your address and what you’d like to order and we will send through a quote.
HOW WILL I KNOW MY ORDER HAS SHIPPED?
You’ll receive a notification from our shipping provider with tracking details once your order is on its way. If you still haven’t been emailed after 5 business days(check your spam!), please email us at firstname.lastname@example.org and we will follow up on your order.
CAN I SEND A GIFT DIRECTLY TO SOMEONE?
Yes! We do not include pricing on our packing slips so you can send all our products directly to loved ones as gifts! You can add a gift card with your purchase at the checkout. Our warehouse doesn’t allow us to offer gift wrapping though, sorry about that!
Do the cake kits require refrigeration? How long do they last?
No they don't require refrigeration, but if it's CRAZY HOT refrigerating them won't do any harm.
They last a year from the date of manufacture. If you find your cake kit is past it's best before date, it'll usually be completely fine to make a few months beyind that given it was stored correctly.
If your city is really hot and you're worried about it during shipping, don't worry - the worst that could happen is things like chocolate might melt (but you’ll be melting it anyway) or the matcha might become a bit discolored (which doesn’t affect the taste of the cake). This is unavoidable with high quality ingredients and no preservatives added.
WHAT IF I ENTERED THE WRONG SHIPPING ADDRESS!
Email us immediately email@example.com to see if it’s early enough for us to cancel your order with our warehouse and make a new one with the right address. We want you to have your cake as much as you want your cake, so of course if your order does end up going out and it’s returned to us, then we’ll resend it but we are not technically responsible for delayed, unclaimed, or returned orders due to incorrect or undeliverable addresses entered by the user. We hope you understand!
MY TRACKING INFO SAYS MY ORDER WAS DELIVERED, BUT I HAVEN'T RECEIVED ANYTHING. WHAT DO I DO?
Email us firstname.lastname@example.org so we can look into it. Usually the carrier asks us to wait 21 days to see if there are any updates, and only then can we file a claim with the carrier, which is really annoying! If you need your order for a special occasion, then let us know and we’ll see what we can do!
MY TRACKING INFO HASN’T BEEN UPDATED IN A LONG TIME... WHAT DO I DO?
Email us email@example.com so we can look into it. If it’s the carrier’s fault, we’ll get a new order sent out to you and file a claim with the carrier.
What is your refund / return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Several types of goods are exempt from being returned, namely, perishable goods such as food and flowers, however we will consider a refund if the goods are defective.
Additional non-returnable items include Gift cards.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return or refund, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after deliveryRefunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable): Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at US: email@example.com / NZ: firstname.lastname@example.org and send your item to: US: 1162 Glendale Boulevard, Los Angeles, CA, 90026, USA NZ: 446 Karangahape Road, Auckland, AUK, 1010, New Zealand
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping: To return your product, you should mail your product to: US: 1162 Glendale Boulevard, Los Angeles, CA, 90026, USA NZ: 446 Karangahape Road, Auckland, AUK, 1010, New Zealand You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Do you have stockists?
Yes! For now, we’re focused on building a direct relationship with our community by selling online and in very select stores who order from us through Faire. We aren't planning on going into big retail spaces yet but we're open to the idea of being with bigger retailer / distributors down the track - if you want to discuss this with us, please email email@example.com.
Do you offer discounts for large corporate gifting orders?
We absolutely do. Please email firstname.lastname@example.org for more info!