Returns, Refunds & Cancellations
At The Buttercream Factory, every order receives careful attention, preparation, and scheduling.
Because our products are perishable and many are customized for specific customers and events, returns, refunds, and cancellations are subject to the conditions below.
We encourage customers to review these terms before placing an order.
1. Standard Website Orders
Customers may request cancellation of a standard website order before production begins.
Cancellation requests are reviewed individually and are not automatically approved.
If a cancellation is approved, a 25% cancellation fee may be deducted from the amount paid for the order. The remaining eligible amount will be refunded.
Custom cakes, weddings, and event orders follow a separate cancellation policy.
For those orders, the nonrefundable retainer is kept by The Buttercream Factory. Any applicable cancellation fee is calculated only on payments made beyond the retainer, not on the retainer itself.
2. Custom Cakes, Weddings & Event Orders
Custom and event orders often require advance scheduling, design planning, production preparation, and reserved availability.
These orders may require a nonrefundable retainer.
The required retainer amount will be clearly stated on the customer's invoice.
The retainer reserves the agreed order date and production availability and helps cover administrative work, scheduling commitments, and preparation.
Production, baking, and purchasing materials specifically for the order will not begin before the required payment has been received and TBF has accepted the order.
The nonrefundable retainer is not included in the amount considered for a refund.
Cancellation requests for custom and event orders are reviewed according to the timelines below.
Cancellations 14 or More Calendar Days Before Fulfillment
Cancellation requests are reviewed individually and are not automatically approved.
The nonrefundable retainer will not be refunded.
If the customer has made payments beyond the retainer, those additional payments may qualify for a refund.
If TBF has already incurred documented, nonrecoverable expenses specifically for the order, those expenses may reduce the refundable amount.
Any applicable deductions will be explained to the customer.
The remaining eligible amount, if any, will be refunded.
Cancellations 7–13 Calendar Days Before Fulfillment
Cancellation requests are reviewed individually and are not automatically approved.
The nonrefundable retainer will not be refunded.
The nonrefundable retainer helps cover scheduling commitments, administrative work, production preparation, and resources reserved for the order.
If the customer has made additional payments beyond the retainer, those payments may qualify for a partial refund.
For an approved cancellation, a 25% cancellation fee may be deducted from those additional payments.
If TBF has already purchased nonreturnable materials or completed work specifically for the order, those costs may also reduce the refundable amount.
Any such deductions will be explained to the customer, and any remaining eligible amount will be refunded.
Cancellations Less Than 7 Calendar Days Before Fulfillment
We understand that unexpected circumstances may arise, and customers may request consideration for exceptional situations.
Requests made less than seven calendar days before fulfillment will be reviewed individually.
At this stage, ingredients, materials, preparation, and production time may already have been committed to the order.
The nonrefundable retainer will not be refunded.
Additional payments may not be eligible for a refund depending on the order's production status and expenses already incurred.
Approval of a cancellation, refund, or rescheduling request is not guaranteed.
3. Cancellation Requests & Written Confirmation
Customers are encouraged to submit cancellation requests in writing.
If a customer requests cancellation by phone or in person, The Buttercream Factory will provide a written summary of the request, including the original request date, order details, applicable cancellation terms, and any proposed refund.
The customer will be asked to review and confirm the information so both parties have an accurate record of the cancellation.
If the customer disagrees with the summary or proposed refund, TBF will review the concern before finalizing the cancellation.
TBF cannot assume the customer has agreed to the cancellation terms simply because no response was received.
If the customer does not respond, the cancellation request will be placed on hold until the customer provides written confirmation or further instructions.
The original date and time of the cancellation request will remain documented.
A request placed on hold does not automatically extend payment deadlines, reserve additional production time, or change the agreed fulfillment date.
4. Orders Already in Production
Once production begins, cancellation requests may be declined.
Custom decorations, personalized images, names, and other order-specific materials may not be suitable for reuse or resale by The Buttercream Factory.
Depending on the stage of production, a refund may not be available.
If an order is partially completed, TBF may consider whether any portion can be released to the customer or whether another reasonable arrangement is possible.
Any such arrangement is at TBF's discretion and must be confirmed in writing.
5. Rescheduling Requests
Customers who need to change their fulfillment date should contact TBF as soon as possible.
Rescheduling requests are subject to availability, production status, and any expenses already incurred.
Additional charges may apply when a change requires new materials, additional preparation, or replacement production.
Rescheduling is not guaranteed.
Any approved changes will be documented in writing.
6. Rush Orders
Confirmed rush orders cannot be canceled or modified at the customer's request.
Rush orders require reserved production capacity and may involve expedited preparation or additional expenses.
If TBF is unable to fulfill an accepted rush order, we will contact the customer to determine an appropriate resolution.
7. Thanksgiving 2026 Preorders
The following cancellation terms apply specifically to Thanksgiving 2026 preorder items.
Cancellation Requests on or Before November 15, 2026
Customers may request cancellation on or before November 15, 2026.
If the request is approved and production has not begun or order-specific materials have not been purchased, the customer may receive a full refund.
If nonreturnable materials have already been purchased specifically for the order, documented nonrecoverable costs may be deducted from the refund.
Cancellation Requests After November 15, 2026
Cancellation requests submitted after November 15 are reviewed individually.
If production has not begun and cancellation is approved, a 25% cancellation fee may be deducted from the total order amount.
Once production begins, cancellation may be declined.
Thanksgiving Fulfillment
Thanksgiving 2026 preorder pickup and local delivery are scheduled for November 24–25, 2026, between 9:00 AM and 12:00 PM.
Local delivery is available in eligible areas for a $15 delivery fee.
Customers should review their selected fulfillment arrangements and contact TBF promptly if a correction is needed.
8. Returns & Product Concerns
Due to the perishable nature of our products, physical returns are generally not accepted.
Customers or authorized recipients should inspect their order at pickup or delivery.
Visible concerns should be reported at handoff whenever possible or within four hours of receiving the order, with clear photographs.
Other product concerns, including an incorrect cake flavor, filling, or internal cake layers, should also be reported within four hours when reasonably possible.
If an issue could not reasonably have been discovered during that period, customers should contact TBF promptly after discovering it.
Customers may be asked to provide photographs, order details, or retain the remaining product temporarily so the concern can be reviewed.
The four-hour reporting period helps TBF document and investigate concerns promptly. It is not a guarantee against damage after the order has been transferred to the customer.
The appropriate resolution will depend on the confirmed order details and the findings of our review.
9. Product Handling & Responsibility
TBF is responsible for reasonable care of an order during preparation and during any delivery or setup service provided by TBF, until the order is handed over to the customer or an authorized recipient.
After handoff, customers are responsible for proper transportation, handling, and storage.
TBF is not responsible for damage caused after handoff by circumstances outside our control, including improper transportation, excessive heat, unsuitable storage, accidental damage, or handling by third parties.
These examples are illustrative and do not limit any rights customers may have under applicable law.
10. Order Errors or Inability to Fulfill
If TBF is unable to fulfill an accepted order, or if a verified production error occurs, we will review the circumstances and determine an appropriate resolution.
Depending on the situation, this may include a correction, replacement, partial refund, or full refund when warranted.
We encourage customers to contact us promptly so concerns can be addressed.
11. Refund Processing
Approved refunds are generally issued to the original payment method.
Processing times may vary depending on the payment provider or financial institution.
Store credit is not our standard cancellation refund method.
Any alternative arrangement must be discussed and agreed upon with the customer.
12. Contact Us
For cancellation requests, product concerns, or questions about this policy, please contact The Buttercream Factory through the contact options provided on our website.