Retail orders

This pertains to all orders placed directly through our web platform (sweetcrimes.com), over the phone, or at the Bakery.

Changes and cancellations to orders (custom orders excluded) are accepted up to 3 business days prior to the date of pick up.  

Changes

If scheduling permits, changes can be made with a $10-$15 fee, depending on the size of the order, up to 2 days prior to order pick-up.

Cancellations

For most products*, cancellations made up to 3 days prior to pick-up will be honored with either a 25% cancellation/restock fee, or store  credit for the full amount. No refunds will be issued for orders canceled with fewer than 2 business days’ notice before the pick-up date.

Orders for special items, such as cakes, cheesecake, tiramisu, quiches, pies, flourless chocolate cakes, angel food cakes, cookie cakes and cupcake bouquets can be refunded with at least 7 days’ notice. For these items, no refund will be issued for cancellation requests with less than 7 days’ notice.

Custom Order Return and Refund Policy

This pertains to all orders placed via email with customizations requested

This pertains to all orders placed directly through our web platform (sweetcrimes.com), over the phone, or at the Bakery.

Changes and cancellations to orders (custom orders excluded) are accepted up to 3 business days prior to the date of pick up.  

Deposits 

We require a 50% non-refundable deposit for all custom cake and cupcake orders, due at the time of ordering. If the order is placed one week or less before the date of pick-up, full payment is required. 

Refunds / Exchanges

We are a small shop and can only accept a certain number of orders per week. Cancellations and changes must be requested at least 7 days prior to the date of pick-up.

Cancellations

For cancellations made at least 7 days prior to pick-up, we will be happy to transfer any payment made to another order within 3 months of that date, or we will refund 50% of the total charge (i.e. if a 50% deposit was made, this will not be refunded, but if full payment was made, we will refund 50%).

Cancellations requested with fewer than 7 days’ notice will not be refunded.

Change requests

Changes made to an order at least 7 days prior to pick-up may incur a charge, depending on the requested change.

Changes made with fewer than 7 days’ notice will incur a $20 change fee.

Once you or a designated party has picked up an order it is considered "accepted" – We will ask that you verify that the design, spelling, etc., are accurate and reflect what was ordered before you leave the shop. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after departing with your cake/cupcakes. In some instances, you may bring the cake back in for design adjustments but this is an additional charge if the cake/cupcakes are accepted and leave the shop.

If your cake/cupcakes do not meet your expectations at the time of pick-up, we will issue a refund of 75% in the form of store credit. In this instance, you have “refused” the order and you will leave it at the shop. If you choose to keep the order, no refund will be issued.

All products are the responsibility of the customer once they leave the shop. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pick up. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.  

For delivery orders, the customer agrees to assume responsibility for any potential damage to an order once it is handed over to a driver. We do not provide our own delivery service, except for weddings, and will engage an Uber Package car when specifically requested by the customer. Any damage to the item during transport is out of our hands.

Cake flavor and texture is subjective and we may make changes to our recipes. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a store credit if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Cakes must be brought back to us as soon as possible (preferably within 24 hours of pick up). Please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Sweet Crimes. We cannot issue refunds for cakes that have already been completely eaten.

*Store credit (a coupon) will be based upon how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours. 

Guarantee / Disclaimer 

We do all that we can to make sure that your order is decorated to the specification made on your written order form, or via email. Upon pick-up of your cake, adjustments can be made for an additional charge if it was not stated on your original order. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away. 

Every order is unique and hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert cake 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 cake decorators.

 All orders are subject to these policies listed above.