Cancellation, Refund, & "Forgotten Order" Policies

By placing a pie or pastry pre-order, you consent to our cancellation, refund, & "forgotten order" policies. Please read through and make sure you understand these procedures before placing an order. Thank you!

Cancellation Policy:

Things happen! If you need to cancel your pre-order, we ask for a minimum of 1 week advance notice. If you cancel with 1 week notice or more, we will issue you a full refund for your order.

If you need to cancel with less than 1 week's notice - please reach out to us and we will try to sell your order to someone else. Often (especially at the holidays), we are able to do this if you let us know. If we are able to resell your order, we will issue you a full refund. 

Same-day cancellations: Please contact us EARLY in the day if you need to cancel an order on the same day. If we know early in the day that you are trying to cancel, we will attempt to sell your order to another customer. If we are able to sell your order to someone else (sometimes possible if we know early in the morning), then we will issue you a full refund for your order. If we cannot sell your order to someone else for whatever reason, then will NOT issue a refund.

In these situations, unsold/cancelled orders are donated to a local food bank or Hepzibah, or discarded if we are not able to donate your items.

 

"Forgotten Order" Policy:

This "forgotten order" policy applies to same-day orders as well as pre-orders.

We unfortunately have situations where customers forget to pick up their orders. We will *always* try to contact you if your order is still at the shop when we get close to closing time. Usually we will do this by calling you, but if you do not leave a phone number when placing your order - we may contact you via email, if possible. 

If we are unable to reach you before we close, your order will be either donated to a local food bank or Hepzibah, OR we will discard it. We do not freeze, save, or otherwise store pies or pastries beyond the order date - all of our items are baked fresh daily, and we do not use any preservatives in our recipes.

**Especially at the holidays - space is at a premium at the bakery...we always do our best to get you your order, but if you forget to pick it up then unfortunately it will either be donated or disposed of. **

We are NOT able to issue refunds for forgotten orders. 

Please understand that our team works round-the-clock, very long hours at the holiday times. We are not able to stay late past closing time to meet you, or come back to the shop later, or deliver your order if you forget to pick it up. We also want to get home to our families to celebrate the holidays! Thank you for understanding 💖

 

Refund Policy:

We will issue a full refund for orders cancelled with a minimum of 1-week advance notice. Orders cancelled with less than 1 week notice are subject to our cancellation policy (see above). If we are able to sell your order to a different customer, we will always issue you a full refund. 

Thank you for your understanding & cooperation with these policies! 

 

Remember: you wouldn't order a pizza and then demand a refund a week later if you forgot to pick up your pizza. You wouldn't order takeout from a restaurant and ask for a refund if you forgot to go pick up your takeout order. Once you place an order with us and we make your items or set them aside for you, they are YOURS! We aren't going to sell them to anyone else - so if we end up having to throw it away at the end of the day due to a forgotten order, that a "loss" for us, and we can't issue a refund. Thanks for your understanding.