Frequently Asked Questions
Welcome to The Buttercream Factory!
We've answered some of our most frequently asked questions below to help make ordering your desserts as simple and enjoyable as possible.
1. Ordering & Products
How do I place an order?
You can place an order through our website by selecting an available product and completing checkout.
For custom cakes, weddings, and larger celebrations, please submit the appropriate inquiry form so we can review your request.
What is the difference between a Celebration Cake and a Custom Cake?
Celebration Cakes feature preset designs with selected customization options, making them a convenient choice for birthdays and everyday celebrations.
Custom Cakes are designed around a specific theme, inspiration, or vision and may require additional planning, design work, and production time.
Can I customize the flavors, fillings, or decorations?
Available options vary by product.
Many cakes allow you to select cake flavors, buttercream flavors, fillings, sizes, or personalization details.
Specialty flavors, fillings, and additional decorations may incur extra charges.
Can I request a design that is not shown on your website?
Yes! Please submit a custom-order inquiry with your inspiration images and requested details.
We will review the design, availability, and pricing before confirming your order.
Will my finished cake look exactly like an inspiration photo?
Inspiration photographs help us understand your preferred style, colors, and design.
Because our cakes are handcrafted, the finished product may include reasonable variations.
We do not guarantee exact duplication of another artist's work.
2. Processing Times & Availability
How far in advance should I order?
Our general lead times are:
• Standard orders: 2–3 business days
• Custom cakes and specialty designs: 1–2 weeks
• Weddings and large event orders: 4–8 weeks
We recommend ordering as early as possible, especially during holidays and peak celebration seasons.
Do you accept rush orders?
Rush orders may be available depending on our production schedule.
Additional rush fees may apply.
Rush availability must be confirmed before the order is accepted.
Are you open on weekends?
Our standard administrative business days are Monday through Friday.
Saturday pickups and deliveries may be available.
Sunday fulfillment requires advance approval.
Available fulfillment dates are provided during checkout or order confirmation.
3. Payments & Custom Orders
When is payment required?
Payment requirements depend on the order type.
Standard website orders are generally paid during checkout.
Custom cakes, weddings, and event orders may require a nonrefundable retainer or another payment arrangement specified in the invoice.
Is a retainer required for custom orders?
A nonrefundable retainer may be required to reserve production time for custom cakes, weddings, and event orders.
The amount and payment terms will be provided before the order is confirmed.
When does work begin on my custom order?
Production, special material purchases, and other order-specific preparation begin only after the applicable payment and order acceptance requirements have been satisfied.
What happens if I miss a custom-order payment deadline?
Missing a payment deadline may delay production, affect availability, or result in cancellation under the applicable order terms.
A one-time $25 late-payment fee may apply to custom invoices when disclosed in the invoice terms.
Will I receive photographs of my completed cake before pickup or delivery?
Advance photographs are not a standard part of our ordering process.
When photographs are available, they may be shared at our discretion.
Customers should rely on their confirmed order details and agreed design specifications.
4. Changes, Cancellations & Refunds
Can I change my order after placing it?
Please contact us as soon as possible if you need to request a change.
Changes are subject to production status, availability, and any additional costs.
Once production has begun, certain changes may no longer be possible.
Can I cancel a standard website order?
Standard orders may be considered for cancellation before production begins.
Approved cancellations are subject to a 25% cancellation fee deducted from the amount paid.
The remaining eligible balance may be refunded.
What is the cancellation policy for custom cakes and event orders?
Custom cakes, weddings, and event orders are subject to the cancellation terms provided in our Returns, Refunds & Cancellations policy.
Nonrefundable retainers are not eligible for refund.
Cancellation timing, completed work, and nonrecoverable expenses may affect any additional amount eligible for refund.
For eligible cancellations requested 7–13 calendar days before the event, the 25% cancellation fee applies only to payments made beyond the nonrefundable retainer.
Can I cancel my order verbally?
You may contact us verbally to discuss a cancellation.
TBF will provide a written summary of the request.
If written confirmation or further instructions are needed and no response is received, the request will be placed on hold.
Silence does not automatically confirm a cancellation or extend payment deadlines.
What if there is a problem with my order?
Please inspect your order when it is received.
Visible concerns should be reported at handoff whenever possible or within four hours, with clear photographs.
Concerns involving an incorrect flavor, filling, or internal cake detail should also be reported within four hours when reasonably possible.
If the issue could not reasonably have been discovered during that time, contact us promptly after discovering it.
Please refer to our Returns, Refunds & Cancellations policy for additional information.
5. Pickup, Delivery & Product Care
Where are you located?
The Buttercream Factory offers local pickup in Missouri City, Texas.
Pickup details are provided during checkout or order confirmation.
Do you offer delivery?
Yes. Local delivery is available in eligible areas.
Delivery availability and fees are provided during checkout or through your invoice.
Do you ship desserts?
No. Shipping is not currently available.
We offer approved local pickup and delivery only.
How should I transport my cake?
Place the cake box on a flat, stable surface inside a cool vehicle.
Avoid angled seats, direct sunlight, sudden stops, and sharp turns.
Follow any additional instructions provided for specialty or tiered cakes.
How should I store my desserts?
Storage requirements vary depending on the product.
Some desserts require refrigeration, while others may be stored at a cool room temperature for a limited period.
Please follow the product-specific instructions provided with your order.
Who is responsible for the cake after pickup or delivery?
TBF is responsible for reasonable care until the order is handed to the customer or authorized recipient.
After handoff, the recipient is responsible for proper transportation, handling, storage, and display conditions.
6. Allergies & Dietary Requests
Do your products contain common allergens?
Our products may contain or come into contact with common allergens, including milk, eggs, wheat, soy, peanuts, and tree nuts.
Our kitchen handles ingredients containing these allergens.
Can you accommodate dietary restrictions or allergies?
Please provide allergy and dietary information before placing your order.
We will review the request and advise whether an accommodation may be possible.
Because ingredients and equipment may be shared, we cannot guarantee an allergen-free environment or eliminate the possibility of cross-contact.
7. Celebrations & Large Orders
Do you provide desserts for weddings, baby showers, corporate events, and other celebrations?
Yes!
We offer custom cakes and dessert options for birthdays, weddings, baby showers, anniversaries, corporate gatherings, and other special occasions.
Please submit the appropriate celebration inquiry form so we can review your event details.
Can I order multiple desserts for one event?
Yes. Depending on availability, we can prepare coordinated dessert selections for celebrations and gatherings.
Please provide your event date, estimated guest count, preferred desserts, and any design inspiration.
How do I know how many desserts to order?
The appropriate quantity depends on your guest count, menu, serving style, and whether other desserts will be available.
We can provide general recommendations during the inquiry process.
Do you offer dessert tables or event setup?
Event services may be available depending on the size, location, date, and requirements of the event.
Please include your setup needs in your inquiry so availability and pricing can be reviewed.
8. Holidays & Seasonal Orders
Do you offer special holiday menus?
Yes!
We may offer seasonal menus, limited-time desserts, holiday bundles, and preorder collections throughout the year.
Availability and ordering deadlines will be announced on our website or through our marketing channels.
Do holiday orders have different deadlines or policies?
Some holiday collections have designated ordering deadlines, pickup windows, delivery arrangements, and cancellation terms.
When a holiday promotion includes special conditions, those conditions will be communicated with the applicable collection or offer.
Can I combine holiday preorders with regular website orders?
Holiday preorders may use separate fulfillment schedules and ordering arrangements.
When separate checkout or ordering is required, please complete the holiday and regular orders individually.
9. Still Have Questions?
We're happy to help!
If you need assistance selecting a dessert, planning a celebration, or understanding an order requirement, please contact The Buttercream Factory through the contact options provided on our website.
We look forward to making your celebration a little sweeter!