BAKERY POLICIES

Inquiries & Orders

Inquiries
Within forty-eight hours of your request or consultation, we will send you a price quote. However, we cannot provide you with sketches or an exact design until you have made your commitment to our bakery by sending a deposit. Once the deposit has been received, your quote will be converted to an order and is considered booked.

Orders
Celebration Baked Goods
Must be ordered and secured with a deposit three weeks before the required collection or delivery date. Sometimes our bakery may be able to accommodate an order with shorter notice, so please contact us to discuss your needs. If The Twisted Baker accepts your short notice order, a convenience fee, not to exceed $90, will apply based on the difficulty of the design.

Wedding Baked Goods
Must be ordered and secured with a deposit three months before the required collection or delivery date. Sometimes our bakery may be able to accommodate an order with shorter notice, so please contact us to discuss your needs. If The Twisted Baker accepts your short notice wedding baked goods order, a convenience fee of $125 will apply.

Deposits & Payments

Payment of the deposit is due at the time of order and represents your acceptance of all order details. The Twisted Baker will not treat your order as accepted until your deposit has been received. The Twisted Baker will not hold your delivery or shipment date if the deposit is not received within one week of placing the order. After this time, your date is not guaranteed and will be available to other customers.

All celebration baked goods orders over $100 require a deposit of 50%. Short notice orders that are placed within seven days of the collection date are an exception and must be paid in full at the time of ordering.
All wedding baked goods orders require a deposit of 50% is required to secure your order. Short notice orders placed within one month of the wedding date are an exception and must be paid in full at the time of ordering.
Baked goods orders totaling less than $100 require full payment at order placement

Please note that all deposits are NON-REFUNDABLE and NON-TRANSFERABLE. In the unlikely event The Twisted Baker needs to cancel your order, any deposits paid will be FULLY REFUNDED. Reasons The Twisted Baker may need to cancel include but are not limited to death, injury, illness (due to health and safety regulations), severe medical conditions or an accident of myself or any immediate family member.

Final Balance Payments

For celebration baked goods (orders over $100) final payment is required seven days before delivery date.
For wedding baked goods, final payment is required no later than 4 weeks before your collection or delivery.

Non-Payments
The Twisted Baker will not deliver baked goods if payments have not been made in full. The Twisted Baker does not accept responsibility for any loss howsoever caused for non-delivery for non-payment.
Please note, if full payment of the wedding baked goods is not received four (4) weeks before the delivery or collection, it is assumed that the order has been canceled. The cancellation policy, therefore, applies in all cases. If after the four (4) week deadline you try to make payment, The Twisted Baker reserves the right to refuse your trade in all cases with complete loss of your 50% deposit. If The Twisted Baker chooses to resume work on the wedding order, you will be charged a late fee of 25% of the total cost of the order.

Returns & Refunds

Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchange custom baked goods. Baked goods collected by you or a designated party are considered "Accepted". All products are the responsibility of the customer once it leaves our bakery. Refunds requested due to decorating style, color shade, or general decoration design will not be honored.

We make everything from scratch and bake to order. Cake flavor and texture are subjective. Refunds requested due to flavor or texture after the baked goods have been accepted and picked up will not be honored. Keep in mind variety in temperature and humidity may impact the flavor, overall design, or texture of the cake to some degree. Please understand we cannot control changes in texture, color, or shape due to weather conditions.

You may qualify for a partial refund of the total amount paid in the form of store credit if the product is brought back and the quality of the flavor or texture is determined to not meet our standards. Quality determination is at the sole discretion of The Twisted Baker. Cakes must be brought back to us within 24 hours of pick up/delivery – please call or email us promptly to let us know of the issue. Please understand that we cannot issue refunds for cakes that are not returned to us. The amount of store credit is based on the amount of the product returned to us and what we determine the quality to be. Store credit of any kind will not be issued if you do not contact us in person, by phone or email within 24 hours of pick up/delivery.

All baked goods are the responsibility of the customer once it leaves our bakery. The Twisted Baker will not accept liability for any damage sustained to any baked goods once it has been collected and signed for. You will be given instructions on how to carry, transport, and store your items upon pick up. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.

Cancellations

If, for any reason you need to revise your occasion date, our bakery will try our best to accommodate these changes at no additional charges; provided sufficient notice is given and that we can offer baked goods for the new occasion date. Our bakery will do our best to accommodate your order but CANNOT GUARANTEE the availability to do so. If our bakery is fully booked for your new occasion date and unable to provide baked goods, your deposit will not be refunded. Please bear this in mind when ordering, as any monies paid are non-refundable and non-transferable.

Design Changes

Your order is important to us so; please take the time to check the details of your order carefully. It is your responsibility to contact us of any changes required to your original order. The Twisted Baker will try and accommodate any changes where possible. We cannot guarantee to do so and reserve the right to increase the price quoted for any extra work required. Any changes made to your original design are subject to a change in the quoted price. Included are supplies that may no longer be needed but have already been purchased. Please note our bakery is unable to make any changes within seven days of the delivery/collection/shipping date for celebration baked goods or within four weeks of the wedding date.

Allergy Warning

Please be aware that while your baked goods may not be made with nuts or a nut product, it will have been prepared in a kitchen where nut products may be used in other cakes and fillings. We cannot guarantee that your baked goods will be free from all nut traces. All baked goods may contain, or come into contact with, soy, wheat, dairy, nuts, natural dyes, artificial dyes, artificial flavorings, sugar, artificial sweeteners, artificial color, and other allergens not listed. It is your responsibility to inform your guests of this allergy information. The Twisted Baker will not be held liable for any allergic reaction resulting from the consumption of any baked goods.

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