Sugar Shack Bake Shoppe

Custom Sugar Cookie Order Terms & Conditions

By paying your invoice, you confirm that you have read, understood and accepted the following Terms & Conditions

1.  Booking & Payment 

Your event date is considered booked and reserved only once the required 50% retainer has been received. Our invoicing system may refer to this payment as a “deposit” due to system limitations; however, the 50% retainer is non-refundable once paid.

Until payment is received, your requested date remains available to other customers.

If payment is not received by the invoice due date, Sugar Shack Bake Shoppe (SSBS) will consider the order cancelled and has no obligation to continue holding the requested date. 

If you are having difficulty making a payment, please contact SSBS before the due date.

Accepted payment methods are listed on your invoice

2.  Cancellations & Date Changes 

Please contact SSBS as soon as possible if you need to cancel your order or change your event date.

If you cancel 7 or more calendar days before your event, 50% of your total order will be refunded. Cancellations made less than 7 calendar days before the event are non-refundable, as your cookies may already be in production.

Requests to change an event date are subject to availability. If your newly requested date is unavailable and no suitable alternative can be arranged, the cancellation policy above will apply.

Illness: If you or someone in your household becomes ill, please contact us. When possible, we can arrange contactless pickup or delivery. Cookies may also be frozen for up to 6 months if you need to postpone your event

3.  Changes to Your Order 

Changes to your order must be requested at least 14 calendar days before your event.

We will do our best to accommodate requested changes, but cannot guarantee that all changes will be possible. Additional quantities, materials, design changes or other additions may result in additional charges.

Any additional charges must be paid in full before the requested changes will be completed

4.  Pickup & Delivery 

Pickup dates and times are firm. If you are going to be late or cannot make your scheduled pickup time, please text, call or email SSBS to arrange an alternate time.

Please do not arrive outside your scheduled pickup time without arranging it with us first. All pickups must be scheduled and agreed upon by SSBS.

Delivery is available for qualifying orders of 5 dozen cookies or more for an additional fee. Delivery dates and times are also firm.

If SSBS is unable to complete a delivery within the agreed timeframe due to circumstances beyond our control, we will contact you as soon as possible to make alternate arrangements.

If no one will be available to receive a delivery, the Client must provide instructions in advance for an appropriate and safe drop-off location.

Orders will not be released, picked up or delivered until all required payments have been received in full according to the payment dates shown on the invoice.

Orders will only be released to the person or location specified on the final invoice unless prior consent has been provided by the Client

5.  Once Your Order Is Received 

Responsibility for your order transfers to you, or your designated recipient, once the cookies have been picked up or delivered.

SSBS is not responsible for damage, loss, shortages or deterioration occurring after the order has been transferred due to improper handling, transportation, storage, display or the actions of another person.

The Client agrees to release and hold Sugar Shack Bake Shoppe harmless from claims, losses, damages or expenses resulting from the handling, transportation, storage, display, serving or distribution of the order after pickup or delivery, except where caused by the negligence or wrongdoing of Sugar Shack Bake Shoppe.

Cookies must be stored appropriately and protected from extreme heat or cold, humidity, vibrations, pets and other conditions that could cause damage.

For best results, cookies should remain in their original airtight packaging.

Cookies may be frozen at the Client's own risk. When thawing, leave the container sealed for approximately 6 hours (minimum) after removing it from the freezer (though 24 hours is recommended) to allow condensation to form on the outside of the container rather than on the decorated cookies

6.  Handmade Designs & Colours 

SSBS will use the colours, inspiration photos and design information provided by the Client to create the requested cookies.

SSBS will not reproduce another cookier's or baker's work exactly, but may use provided photos as inspiration to create a similar overall look.

We will make every reasonable effort to match requested colours; however, colours may appear differently between phones, tablets, computers and other screens. Slight colour variations should therefore be expected.

All SSBS cookies are decorated by hand. Because each cookie is individually created, slight variations in colour, design, placement and appearance between cookies are normal and are part of the handmade nature of our products

7.  Quantities 

The Client is responsible for ordering an appropriate quantity of cookies for their event, including any additional cookies or “extras” they may require.

SSBS is not responsible for shortages resulting from the quantity ordered by the Client

8.  Allergies & Dietary Information 

SSBS products contain or may come into contact with allergens and ingredients including:

•         Wheat/flour/gluten
•         Eggs
•          Milk and dairy products
•          Peanuts and tree nuts
•          Shellfish, as some ingredients may be manufactured or processed in facilities that also process shellfish
•          Natural and/or artificial colours
•          Natural and/or artificial flavours
•          Sugar and/or artificial sweeteners
•          Other allergens 

SSBS operates in a kitchen where multiple allergens may be present and cannot guarantee a completely allergen-free product or environment.

Clients are responsible for informing SSBS of known allergies when ordering so that risks can be minimized where reasonably possible.

The Client is also responsible for communicating relevant allergy information to anyone receiving, serving or consuming the cookies, particularly if cookies are distributed individually after leaving SSBS.

At least one ingredient label is provided with each order.

SSBS cannot accommodate a truly gluten-free or nut-free product. Individuals with severe or life-threatening allergies should not consume SSBS products

9.  Photography & Social Media 

SSBS does not provide progress photos or photographs of custom orders before pickup or delivery.

SSBS reserves the right to photograph our work and use photographs of our baked goods for our website, portfolio, advertising and social media.

We may also repost photographs of our products when SSBS has been tagged or credited by a Client or another person.

If you would prefer that we not repost a photograph in which we have been tagged, please contact us and we will respect your request.

If your order is for a surprise or you would prefer that photographs of your order not be shared before a particular date, please tell us before your event date. We will be mindful not to post completed-order photographs until after the requested date or after the order has been picked up or delivered

10.  Circumstances Beyond Our Control 

SSBS is not responsible for delays or an inability to fulfill an order due to circumstances reasonably beyond our control, including severe weather, natural disasters, illness, emergencies, government restrictions, widespread service interruptions or similar unforeseen circumstances.

If such a situation occurs, we will contact you as soon as reasonably possible to discuss available options and alternate arrangements

11.  Acceptance of Terms & Conditions

Payment of your invoice confirms that you have read, understood and accepted these Terms & Conditions.