Policies
*Please note that our standard cancellation policy differs from our wedding cancellation policy. Please visit our Weddings page for more information!
Here at Simply Sweet, we work every day to ensure that your custom order is just as you imagined it. Here are few things to note to make sure we’re all on the same page. Should you have any additional questions that you feel weren’t answered here, please feel free to reach out and a team member will be happy to assist you.
payments
All custom orders require payment in full prior to pick-up. Customers may pay for a custom order on the date the order is placed or may opt to receive an e-mail invoice that can be paid online. The invoice will include a due date which will be set for one week prior to pick-up. Please read your invoice thoroughly before paying so we can make any adjustments required. Any changes made after an invoice is paid may not be accepted. We use Square for all of our credit card processing and invoicing. We do not accept PayPal, Venmo, or Checks.
Order Changes
The date of your final payment is the final date for any changes to size, style or flavors. Any changes requested after this date cannot be guaranteed and may be subject to additional charges. We do all that we can to ensure that your order is decorated to the specification on your written order form. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away.
Order pickups
Once an order has been picked up by you or a designated party it is considered "Accepted". Instructions for proper transportation and storage for your order will be given upon pick-up. All products are the responsibility of the customer or designated party \\once they leave our shop. Refunds requested due to decorating style, color shade or general decoration design after an order has been accepted will not be honored. Product that is not picked up at the day and time designated by the customer will not be refunded.
Cancellations/ POSTPONEMENTS
Should you need to cancel your custom order entirely, we require a minimum of one week notice. Orders cancelled before the one week mark will result in a full refund. Refunds will not be issued on orders cancelled less than 7 days prior to the pick-up date. In the case of a postponement, we may be able to reschedule your order (depending on availability) however you may incur an extra charge to re-bake the cake/recreate the elements of your order.
Customizations
Every order is hand-made. Decorative finishes are subject to the artistic interpretation of our decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other decorators. Color matching is not a precise science and different mediums take color differently. We will do everything possible to match provided color swatches, but sometimes it is not possible to make a 100% perfect color match and some colors are just not achievable using food grade dyes. We cannot guarantee a match to a “verbal” color or a color sent via electronic device, as all monitors display color differently. To best attempt a color match, you must provide a physical color swatch.