BAKERY POLICIES &
GENERAL INFORMATION
BUSINESS HOURS | COMMUNICATION / QUESTIONS | PRICING & PAYMENTS | PICK UP & DELIVERY | CHANGES IN ORDERS | CANCELLATIONS | REFUND POLICY | DISCLAIMER / GUARANTEE
BUSINESS HOURS
While I do not have a formal storefront, I do generally offer flexible pick up times from my home. A pick up time will be scheduled, and you will have 30 minutes beyond the pick up window to pick up your order. Any missed pick up times without notice will either be set out on my porch if it's not temperature sensitive, or the customer will have to reschedule a new pickup window at my own convenience.
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Business messages and emails will be answered from 9am-7pm Monday-Saturday.
COMMUNICATION / QUESTIONS
You can reach us for questions via phone, email, or our Facebook page 9am-7pm Monday - Saturday.. All orders MUST be placed though our website to avoid any miscommunication or confusion.
Responses can take 24-72 hours, I respond in order of retrieval. If your event is coming up and requires priority attention, I will be sure to respond accordingly.
PRICING & PAYMENTS
When inquiring about a quote on a custom order, please provide as many details as possible (flavors, guest count, date and time needed, indoor or outdoor event, color scheme and design ideas) using our online quote form. Quotes can take 24-72 hours to create, this includes back and forth communication with the customer.
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All orders require a non-refundable 50% retainer due at the time of booking, This holds your date and allows me to purchase the necessary items and ingredients for your order. You will receive an invoice that you can pay online and has your due date. Please read everything thoroughly before making payment so we can make any adjustments needed. Any changes made after the invoice is paid may not be accepted.
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Rush order bookings are only taken by availability. I rarely have last minute openings, and taking on an extra order last minute causes me to re-work my entire schedule for the week, and takes away from time with my family that I had planned on having. All rush orders will have a $25 fee.
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Pre-sale products are required to be paid in full up front, and must be purchased directly from my shop. These are often customized orders that cannot be resold once made. Failure to pick up any pre-sale item during the pick up window will result in forfeit of the product, unless a different time is agreed upon in advance.
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Delivery is ONLY offered for weddings. All delivery orders must be paid in full the day before your event, or delivery will not be made. A delivery fee of $10 plus $1 per mile applies to all deliveries.
PICK UP & DELIVERY
Custom order pick ups will be scheduled with the customer in advance. If other arrangements were not made prior, you will have 30 minutes past your scheduled time to pick up your order before it is forfeit.
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Pre-sales will always have a full day with a 10 hour window to pick up your order. I make hundreds of orders for pre-sales, so it's smoother this way for everyone. When you arrive, please just give us the name you ordered under and I will gather up your order, or you can message me on Facebook when you are on your way so I can set your order out.
Delivery is ONLY offered for weddings. All delivery orders must be paid in full the day before your event, or delivery will not be made. A delivery fee of $10 plus $1 per mile applies to all deliveries.
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Cake transportation can be scary! I have found the best way to travel with a tiered cake is to place it on the floor of your backseat (this is the most level surface), with the front seat gently pushed up against the board to prevent sliding. Do not transport a cake on your lap. I support all of my cakes with a center dowel and shorter dowels holding up the higher tiers. I refrigerate all of my cakes prior to pickup, this provides the most stability possible. If you will be transporting a long way, make sure your car is cool and keep the cake refrigerated as long as possible leading up to your event.
CHANGES IN ORDERS
Sometimes things need to change with your order, and I try to be as accommodating as possible.
For custom orders, I accept changes (flavors, fillings, design, quantity) up to 7 days before your pick up date. Some changes may be subject to a small fee if any items have been custom ordered for you already. This does NOT apply to wedding orders with intricate details, as some items, such as sugar flowers or 3D characters, take longer than 10 days to make or order.
CANCELLATIONS
I understand that life happens and sometimes your plans change. I accept cancellations up to 10 days before pick up or delivery for custom orders. This does not include weddings or any large contracted event. In the event that the cancellation was made in sufficient time, your 50% non-refundable retainer can be applied to a future order (minus any cost of ingredients or items purchased).
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I cannot accept cancellations on any order less than 72 hours before your pick up date. I reserve the right to charge a cancellation fee if insufficient time is given and the retainer does not cover the cost of the amount of work already completed.
REFUND POLICY
I work very hard on all of my products and take a lot of pride in them. All sales are final, with the exception of custom orders cancelled in sufficient time (as discussed above). In the unlikely event that you are not happy with your order, please let me know as soon as possible so that I can fix any error, and return the uneaten portion within 24 hours. at least 75% of the product must be returned for a refund to be considered. Partial or full refunds are decided on a case by case basis, but please note that I do not provide refunds on orders that were prepared correctly, but flavor or texture did not meet a personal preference.
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I only give refunds in accordance with the refund policy stated below.
-Due to the tedious, hand crafter nature of my products, I am unable to provide refunds or exchanges for most custom orders.
-Once you or a designated party has picked up your order and left the premises, it is considered "accepted" - I always ask to make sure design and spelling are correct. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after leaving with the cake. In some instances, the cake can be brought back for design adjustments, but this is an additional charge once the cake has been accepted.
-All products are the responsibility of the customer once it leaves the premises. I am not responsible for any damage that occurs during transport, set up, or any time thereafter. Keep in mind that cakes are very fragile and damages can happen if not handled properly, such as cracks, smudging, melted frosting, etc. I only give refunds if any damage incurred is a direct result of a structural error on my part.
- Cake flavor and texture is subjective. Full refunds requested based on flavor or texture will not be honored. You may qualify for a credit if the product is brought back and the quality is determined to be not up to my standards, but all products are tested for quality control before assembling. 75% of product must be brought back within 24 hours of pick up. Quality determination is solely at the discretion of Mad Batter Sweet Shoppe.
-Any order that is not picked up will NOT be refunded.
-Refunds are subject to my own discretion on a case by case basis, in a way I believe to be fair to the business and the customer.
DISCLAIMER / GUARANTEE
Mad Batter Sweet Shoppe is a cottage bakery operating under West Virginia Cottage Food laws. All products are produced in a home kitchen, and may be exposed to allergens, such as nuts, dairy, gluten, eggs, and soy. I cannot guarantee there will be no cross contamination, even if your product does not contain a specific allergen, therefore I do not accept orders with allergy restrictions.
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I always put my best effort into making sure that your order is decorated to the specifications provided by the customer.
Every order is hand made. Decorative finishes are done by hand and are subject to my artistic interpretation. You may provide inspirational photographs, however these are for inspiration purposes only. I make no claims for exact duplication of the work done by other cake or cookie decorators. I always try my absolute best to color match, but I do not take responsibility if the color is not exact to your photo, as all screens show colors slightly differently.
I do not accept orders over the phone. Creating your order always requires a lot of details and information to avoid any possible errors, and if you are trying to order a highly decorated cake or cookie set over the phone, too many details can fall through the cracks, leading to you being unsatisfied with your finished product. Therefore I require a physical paper trail of communication so I can refer back to the details as often as needed while working on your order.
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Mad Batter Sweet Shoppe is not responsible for any damage done to the product after it has been picked up by the customer or after delivery. The customer assumes full responsibility for arranging for the caterer or venue to cut, serve, and remove all existing supports inside the cake. All supports are made of non-toxic products. Mad Batter Sweet Shoppe is not responsible for any injuries that may occur due to failure to remove the necessary supports. Mad Batter Sweet Shoppe is not responsible for any damage the product may suffer due to environmental conditions in which the cake is stored or displayed (location, temperature, weather, etc). An extended period without refrigeration will deteriorate the cake as well as the decoration.
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Mad Batter Sweet Shoppe reserves the right to use any photos of the products created by Mad Batter Sweet Shoppe in any way I deem fit, including, but not limited to, social media and advertisement.
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Mad Batter Sweet Shoppe reserves the right to terminate any agreement/order any time it becomes insolvent, bankrupt, or enters receivership, dissolution, liquidation, or termination for change of control. Mad Batter Sweet Shoppe also reserves the right to cancel due to serious illness/hospitalization, family emergency, or other uncontrollable extenuating circumstances. Any agreement terminated by Mad Batter Sweet Shoppe will have their full deposit returned.
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ALL ORDERS PLACED ARE SUBJECT TO THE POLICIES LISTED ABOVE.