Placing an order with us confirms that you have read and understand these policies.
Head on over to FAQs to learn about cake pick-ups, deliveries, and allergy information!
The following information will cover design, refunds, change policies, and payment process! We do our best to help you understand the bakery ordering & scheduling process -it can be long but the end result is always worth it! Any questions can be e-mailed to firstname.lastname@example.org.
Please Note: We do not allot time during holiday weekends/days to take custom orders for future occasions. During these weekends/days we have our staff fully dedicated to helping last minute walk-in customers and filling the excess of custom orders for whatever holiday we may be celebrating. We do hope you understand and plan accordingly! Thank you!
We need at least 3-4 week's notice for Custom Cake Orders. Sometimes we can accommodate extra cakes into the schedule, please don't hesitate to ask! All orders placed with less than 7 working days notice are subject to a Rush Fee to be determined by the designer. We appreciate you planning in advance!
ARTISTIC FREEDOM POLICY/CUSTOM CAKES:
Cake decorators and pastry chefs, while all very talented, all have different decorating techniques. That is because each decorator/team member has their own unique touch added to each product. Please understand that exact replicas of cakes are not a specialty of ours -each cake is it’s own unique masterpiece. That's why we refer to ourselves as a custom cake bakery. "I want this exact replica" is no phrase any artist wants to hear.
With that being said, we typically ask our customers to provide a few pictures of cakes they like so that we may get an idea of what they’re looking for -their vision. From there we choose design elements from each cake and build something specific for each event/theme.
When a custom order is placed, an agreement is made that says you are comfortable giving our decorators the artistic freedom required to create your special cake. These same parameters apply for any custom cupcakes as well.
EDIBLE IMAGE SCANS:
If you are looking to place an order for a cake with an edible image on it, the image must be provided to The Cake Diner staff via e-mail at email@example.com.
Unfortunately, we can not remove watermarks. Please be sure to zoom in enough to know if there are lines/words over the image you send us. If the integrity/cake design is compromised by the quality of the image provided, we will choose a different but similar image for your cake.
The largest size image we can print at this time is 7.5 x 9.
COLORS (matching & color changes explained):
If you are looking for a specific color to be matched, we require you to bring us a color swatch in person. Even with this swatch, a 100% match is never guaranteed as frosting takes on color differently than other materials -we do our best!
We are not able to “match” colors to any image sent in an E-mail, FB message, or any color described over the phone. This is because colors are subjective, each person sees and understands colors differently. Your cake will be as close to the color we see as we can get, we assure you!
If you are looking to place an order for a cake with a dark background color, we typically advise against this. While it is do-able, we warn of the following:
While the frosting stiffens in the fridge so your cake is stable for transport, the colors get even darker, sometimes even looking black (navy, dark purple). They also streak and look runny. Because of this, we cannot 100 % guarantee the dark shades to be exactly the color you would like. We also warn of the party guests’ mouth’s being stained for quite some time. Overall, we recommend choosing a lighter color background (white or ivory) and using darker accents instead. We do have the option of covering your cake in fondant as an alternative but that incurs an additional cost separate from the traditional buttercream.
CAKE TOPPERS, FRESH FLOWERS, AND FIGURINES:
If you are bringing in a cake topper or figurines we ask that you bring them to us at least two days before you intend on picking up the cake. This insures we get a picture of your cake COMPLETELY FINISHED before you pick it up. It insures we have the time it takes to add the perfect touches -rushing at the last minute is never something we want for your cake! Fresh flowers need to be brought in upon time of pick-up.
PAYMENT POLICY: (Cash, Check, or Credit Accepted; Credit incurs 4% Surcharge)
For all orders, we require at least a 50 % deposit.
The remaining 50% needs to be paid at least 7 working days before the order.
25% of your deposit is non-refundable (even if you cancel the order.)
We are closed Sunday and Monday -please plan accordingly as these are not "working" days for us. All dates are subject to booking early -the only way to guarantee your order a spot in our schedule is to make 50% payment as soon as possible.
Less than 3 Days Notice will result in a cancellation fee on top of the non-refundable deposit. We will issue the remainder of your paid balance back to you in the form of a store credit. Please don't hesitate to call and ask us about last minute cancellations -sometimes we can re-sell or repurpose your order so nobody has to lose money!
If you need to make changes to your cake, they must be made within 4 days notice. Change requests cannot be guaranteed after 4 days and are only accommodated if it fits into our scheduled availability. Any request to change the design, flavor, color, or size of the cake must be made in person or over the phone -NOT E-Mail or FB Message.
STORE CREDIT/REFUND POLICY:
The Cake Diner does not offer refunds for our products. Any problems/discrepancies with a product after it has left our store must be documented with photos or brought back to us 80 % in tact THAT DAY so we can assess the situation. Store credits will not be given without the above proof. Store credits and refunds will not be discussed with anyone who did not personally order or purchase the item.
Note: A mistake is not that you simply "did not like" the way something tasted or looked. A mistake is a deviation from the order specifications as listed above or a serious flaw with product consistency. Please let us know if there are any serious inconsistencies in our products from day to day -the more we know the more we can grow!