Below are answers to the most common questions regarding ordering, payment, and policies for our custom baked goods. Please review our full Terms and Conditions and Policy documents for complete details.

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1. Ordering & Payment

Q: How far in advance do I need to place my order?

A: Lead times vary based on complexity and fulfillment method:

• Standard Custom Cakes/Large Orders (Local Pickup/Delivery): A minimum of 7 full days advance notice is required.

• Standard Items (Cupcakes, Cookies): A minimum of 48 hours advance notice is required.

• Shipped Orders (Texas Only): A minimum of 14 days advance notice is required to ensure time for production and carrier scheduling.

• Holiday Orders: Major holidays often require 14 days notice due to increased demand.

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Q: What is the retainer fee, and is it refundable?

A: The retainer fee is required to formally reserve your event date. This fee is non-refundable under any circumstances, as it secures our availability and planning time.

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Q: What is the difference between a Retainer Fee and a Deposit?

A: A Retainer Fee (which is what we require) is a non-refundable, up-front payment used to formally hire our services and remove us from the market for your date. It compensates us for turning away other potential business. A Deposit is typically a refundable payment that holds a booking and is usually returned if the service is not rendered through no fault of the client. Since our fee is non-refundable and secures the date, we use the term Retainer Fee.

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Q: What happens if I miss the final payment deadline?

A: The full balance must be paid by the due date specified on your invoice/contract. If payment is not received, the contract will be considered null and void, and your non-refundable retainer fee will be forfeited. A late payment fee will be assessed if payment is received late but within a brief grace period (48 hours), after which the order may be cancelled.

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Q: Can I make changes to my order?

A: All changes to size, style, or flavors must be submitted before the final payment deadline. Changes requested after this deadline cannot be guaranteed and may be subject to additional fees.

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Q: Do you accept rush orders?

A: Yes, we may accept rush orders based on current production capacity. All rush orders incur an additional rush fee (which varies by complexity) and cannot be modified or cancelled once confirmed.

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2. Cancellations & Refunds

Q: What is your cancellation policy?

A: Cancellation policies depend on the type of order:

• Event Orders (with Retainer): You must notify us at least 14 days (2 weeks) before the event. Cancellations made after the final payment due date are not eligible for any refund of the total balance paid.

• Standard Orders: Must be cancelled at least 48 hours before pickup/delivery for a full refund (less a 5% processing fee). Cancellations within 48 hours are non-refundable.

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Q: Can I get a refund if I need to cancel my event order?

A: Only amounts paid above the non-refundable retainer may be eligible for a refund or store credit, at the owner's discretion, provided the cancellation is made between the 14-day mark and the final payment due date.

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Q: What qualifies for a refund or replacement?

A: Refunds or replacements are only issued for verifiable errors on our part (e.g., incorrect flavor or spelling that differs from the final details submitted). You must notify us within 4 hours of pickup/delivery and return at least 75% of the dessert for assessment. We do not issue refunds if you simply do not like the taste or appearance if the product was made to specification.

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Q: Are my photos or designs kept confidential?

A: Yes. Any photos or custom content uploaded for edible prints are used solely for the purpose of fulfilling and producing your specific custom dessert order and are protected under our Privacy Policy.

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3. Fulfillment, Shipping, and Liability

Q: Where can I pick up my order?

A: You must pick up your order at the agreed-upon date and time at our facility. Orders not picked up within the designated window will be forfeited, and no refunds will be issued for abandoned orders.

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Q: Can I see my cake or dessert before I pick it up or before it is delivered?

A: We understand you're excited to see your custom creation! Due to the highly personalized nature of your order and the need to maintain an efficient workflow for all client creations, we respectfully do not send photos or allow pre-viewings before the scheduled pickup or delivery time. This dedication ensures we commit the necessary focus to finalize your masterpiece, just as we are dedicated to completing all other customer creations on schedule. Please note that customer dissatisfaction based solely on the lack of a preview or sneak peek is not considered a qualifying error for a refund or cancellation under our policy.

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Q: What is your policy on shipping?

A: We offer overnight shipping only within the State of Texas for select, non-tiered items. The full order payment and shipping fees must be paid in advance. We are not responsible for shipping delays, damage, melting, or loss once the items are handed over to the third-party carrier.

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Q: What is my responsibility after I pick up my cake?

A: The risk of damage transfers to you upon pickup, delivery, or handover to the carrier. You are responsible for transporting, setting up, and storing the dessert safely. For large cakes, the display environment must be sturdy and maintained at 70°F or below to prevent damage (e.g., melting or collapsing).

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4. Product and Design

Q: Is your kitchen allergen-free?

A: We make every effort to prevent cross-contamination in our kitchen. However, we cannot guarantee any item is entirely free of major allergens, including nuts, dairy, gluten, soy, or eggs. By purchasing, you assume all risk associated with food allergies.

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Q: Do you retain rights to the final cake design?

A: While you own the rights to the content you provide (like the image for an edible print), The Buttercream Factory retains the intellectual property rights to the original, unique design elements, techniques, and artistic arrangements created by our decorators.

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Q: Will you use photos of my final cake for marketing?

A: Unless you specifically request otherwise in writing when placing your order, you grant us permission to use photographs of the final customized product (the cake/dessert) for promotional purposes on our website and social media.