Food Order Policy

Order Policy

}Policy’s Purpose

Before placing your order, it would be best to read the Food Order Policy and its entirety. This is to avoid miscommunication, mistakes, and clear any assumptions.

We ask that you respect our business hours when inquiring or placing an order. Please see the about us page for business hours.

BASIC INFORMATION:

For orders placed in person (also phone and messaging):

Contact information is required to place an order. Name and phone numbers are required, email addresses are optional. Please provide an email address when consultations haven’t covered the full order. We will check with you frequently to complete the information needed for your order.

For placing orders online:

To communicate specific order details, add to notes area when placing your order at checkout or visit our About Us & Contact Us page and fill out the form. Be sure to include your order number. If using the contact us page, we recommend doing this immediately.

FOR ALL Orders:

ALL orders must be placed 1 week in advance and paid for at least 4 days before pickup! No rush orders! NO EXCEPTIONS! There will be no more short notice orders. Orders must be made paid by 10:00 PM on the due date or before closing if paying in person. If the order is not paid in full, the order will be canceled. Orders will not be fulfilled if the order is not paid in full by the due date. We also don’t begin working on orders if the balance hasn’t been paid.

Large orders involving: Tiered, Designed, Specialty, Wedding or any order accommodating a party of 150 or more (The time frame in this section applies to local orders only. Refer to the product page for online orders):

For large orders, appointments must be made (by phone or in-person) to get all contact information and specifics on orders.

Requires a 50% deposit at the time of the order or when the final decision is made (before any ordering of materials), must be completely paid for two weeks before the product is due, and must be ordered at least FIVE WEEKS before the product is needed. NO EXCEPTIONS! All orders can be placed as early as you desire.

Large orders can be divided into multiple invoices. Orders that require a deposit automatically result in multiple invoices. Please provide your email address.

The Sweets does not do or accept the following:

No “Surprise Me” orders are allowed! There must be an agreement and/or sketch finalizing what the customer desires as the result of the finished product.

We do not refund or provide discounts for customer error! We will fix accidents if the time allows and there are no other prior arrangements for the decorator. We take photos of the finished product and provide all customers with photos. If an item is undamaged after leaving the seller’s facility, the seller is not responsible for damage to the item (as we provide instructions at pickup on how to handle the product).

Payments, Refunds, Cancellations, & Returns:

Payment

Paying before the order is made will guarantee the customer’s arrival.

Provide your email address and your invoice will be sent to you within 24 hours. If multiple invoices are needed for smaller orders, request at the time of order. Invoice payments can be made online through the secure payment system or you set up a time to pay in person.

Refunds & Cancellations:

If a food item is ordered, paid for, the product is produced, and the customer arrives later not wanting the product, there is NO REFUND. If the item is refunded, the customer does NOT leave with the product.

Cancellations must be made within 48 hours (for small orders) and two weeks (for large orders). If deciding to cancel, customers will not be refunded for materials ordered and shipped to suit his or her order. The price of the materials will be deducted from the deposit/amount paid.

Returns:

When you discover the issue, please contact us immediately. 337-221-4555 or message us on Facebook @thesweetsbythelisha; Twitter @thesweetkakes; Instagram @thesweetkakes.

If there are any issues with the product or services, please return immediately or within 24 hours of the discovery of the issue.

Design Policy:

When the decorator has to design the cake, cookie, etc. with no inspiration from the customer, a design fee is charged. The design fee is based on the difficulty and ranges from $10-$25 per design. The design fee is non-refundable.

Not considered inspiration:

  • Stating the type of event, alone
  • The theme, alone
  • The colors, alone
  • A birthday for a man, woman, or child, alone

To avoid the design fee, the customer must provide 2-4 of the following:

  • Colors
  • Theme
  • Type of party
  • Pictures
  • Physical items
  • Invitations

The customer can also avoid the fee by providing his or her own design.

If the customer throws out a design made by the decorator, and another design must be made, this will incur an additional design fee or the decorator can refuse. The design fee is non-refundable, whether the design is wanted by the customer or not.

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(346) 469-4623
info@divicandy.com

1235 Divi Rd. #1000, San Francisco, CA 93513

Open 10am-5pm Every Day
Closed on Holidays