At Laitière, we believe in the peace of mind that comes with early planning. That’s why we recommend our customers to order ahead for their Laitière products and cakes. Early orders help ensure a smooth and stress-free experience, safeguarding against any last-minute hiccups.

For Laitière products, you’ll be able to select your desired delivery date using our easy-to-navigate virtual calendar.

For any custom cakes and pastries, we will be requiring a lead time of 7 or more days to create a custom cake. The lead times will vary depending on the complexity of the request. You will be notified for your approximate lead time prior to start of the ordering process.

Remember: delivery dates vary depending on the order's destination, as well as its available shipping methods. While customers are placing their orders online, once they enter their shipping address, they are provided with several different shipping methods that indicate the minimum length of time required for an order to be delivered, thus reminding customers to choose a shipping method that corresponds with their preferred delivery date before completing payment. Our ability to fulfill orders in accordance with these delivery dates is entirely dependent on the delivery/shipping method selected during checkout.

When placing an order, all customers are asked to provide a working, local phone number of the recipient in case of delivery issues.  It is not uncommon for recipients to be away/unavailable at the time a delivery is attempted, therefore having their phone number could possibly help salvage a delivery and in turn avoid unsuccessful deliveries/returns (although the latter is unavoidable, despite our best efforts).

Yes, you can safely and securely place your order by telephone, email, or live chat, depending on your preference.  If you wish to speak with a sales representative either before, during, or after placing your order, you can call or live chat with us during business hours, or e-mail customer service at any time. Our agents are trained and more than happy to assist you with your gifting needs.

Customers can also place their orders online via our website at any time, 24/7. All e-mails are responded to within 24-48 hours; e-mail inquiries submitted after business hours will be responded to the following day. During peak times of the year when we are experiencing high contact and order volumes, kindly allow us 24-72 hours to get back to you.

Yes, of course!  Within minutes of successfully completing an order, all customers are automatically emailed an order confirmation/proof of purchase, which contains their order number and receipt, as well as a complete summary of their purchase.  Customers may also respond directly to this e-mail to reach customer service at any time.

If you do not receive your receipt via e-mail within an hour of placing the order, customers are advised to check their junk/spam folder prior to contacting us.

If you are still unable to locate your receipt after checking your inbox, you possibly misspelled/mistyped your e-mail address or accidentally deleted the e-mail; please contact us and we'll happily re-send your receipt. 

Please Note: We do not include physical copies of receipts, invoices, or pricing in delivered orders.

We currently accept payment via most major credit cards – Visa, MasterCard, American Express, and Discover – as well as e-Transfer.  All available payment methods are disclosed to customers during checkout. Simply choose the payment method that is suitable for you, and complete payment accordingly. 

Please Note: Paying via e-Transfer requires customers to electronically transfer funds directly from their bank account to our designated e-Transfer e-mail address, which is disclosed to customers during checkout. If you are unfamiliar with this form of payment, we highly recommend that you opt for a more traditional payment method such as credit card to avoid complications and possible order delays. Unpaid e-Transfer orders will remain unfulfilled until payment is received in full.

While viewing products online, the website attempts to detect and reflect the currency based on the customer's current location whenever possible.  For example, if you're viewing a Canadian website from a United States address, the website will attempt to show all prices in USD; the current currency will appear near the top of the website, which you also have the option of changing to your preferred currency using the corresponding drop-down menu: 

Once customers proceed to checkout, all prices and ultimately their receipt are automatically displayed in our local currency (CAD for a Canadian website; USD for a US website), but you'll automatically be charged in the currency associated with the credit card you use to make the purchase.

Customers are solely responsible for making sure the address they enter when placing their order is correct, complete, and accurate at all times; this includes unit numbers, business names, and phone numbers. Customers are also responsible for reviewing their receipt to make sure the address they've submitted is correct before the order has been shipped. As the seller/merchant, we can only ship orders to the address customers provide.

We understand that mistakes happen and plans change; if you realize you've mis-entered a shipping address or require an address change, please contact us immediately so we can attempt to correct the address, before the order has been shipped or fulfilled. 

Once an order has been dispatched and/or is already in transit, we are unable to change the shipping address. As such, customers are not entitled to refunds when an order is rendered un-deliverable, lost, or damaged in the event that they've provided us with an incorrect and/or incomplete address.

Once customers submit payment for an order, the order is immediately considered to be "processed" and forwarded to one of our production/shipping facilities for preparations to begin.  Therefore, canceling or changing an order that has already been placed is never guaranteed – especially during any holiday or particularly busy period.  If the order has not yet been dispatched, we may offer to ship the order to an alternate address.

If an urgent change is required for an existing order, including address changes, customers are encouraged to contact customer service immediately upon placing the order to determine if the change is possible.  Again, once the details of an order have been forwarded to production or shipping, we can not guarantee the ability to make changes, and customers whose changes can not be accommodated will not be eligible for refunds/cancellations. We reserve the right to deny a cancellation request for any reason. 

During holiday periods (Valentine’s Day, Mother’s Day, Father’s Day, Thanksgiving, and Christmas), at least seven days’ notice is required for all order changes.  Please contact customer service as soon as possible and we will still try our very best to accommodate however possible.

Customers have the flexibility to correct or change their address for orders before the shipment leaves our facility. Simply contact our customer service team with the updated information, and we'll ensure your order is redirected accordingly. However, please note that once the shipment has left our facility, we are unable to make any changes to the delivery address. We recommend double-checking your address details at the time of ordering to avoid any inconvenience.

Customers are not entitled to refunds if an order becomes undeliverable, lost, or damaged due to the provision of an incorrect or incomplete address.

Bulk or large volume orders can qualify for additional discounts. Please contact our customer service team for more details regarding a custom quote.

For our regular Laitière products, we ship to any valid address throughout Provincial Canada. We offer free standard ground shipping on orders valued at at least $100 per address/delivery location, before applicable taxes. If less than $100, standard shipping fees will apply per delivery address. Please Note: Although we ship to Nunavut, the Yukon, the Northwest Territories, Hawaii, and Alaska upon request, free shipping is never available for these regions due to the distance and remoteness of these locations.

An order's delivery date is entirely dependent on its destination and shipping method chosen by the customer at the time the order is placed. During checkout, customers may opt to select a faster shipping method at an additional cost (express, overnight, next-day, priority) should they require their order to arrive sooner than the minimum timeframe offered by ground shipping, which is always disclosed to customers prior to completing payment.

Laitière cakes and pastries, will only be available for local delivery only. We offer free local delivery on orders valued at least $100 per address/delivery location, before applicable taxes. If less than $100, standard shipping fees will apply per delivery address.

Any custom cakes and custom pastries will incur a delivery charge, which will vary depending on the complexity of the order and the distance it needs to be delivered. We take into consideration the intricacies involved in crafting your unique items as well as the logistics of ensuring they arrive in perfect condition. Your specific delivery charge will be calculated and quoted alongside the quote for your custom cake, providing you with a comprehensive overview of the total cost. This ensures transparency and allows you to plan accordingly for your special occasion.

For Laitière products, cakes and pastries, we offer free ground shipping on orders valued at at least $100 CAD per Canadian address. If orders are less than $100 before taxes per address, a shipping fee will apply per address, even if the total value of the order is $100

Any custom cakes and custom pastries will incur a delivery charge, which will vary depending on the complexity of the order and the distance it needs to be delivered.

Customers are automatically sent shipping notifications via e-mail once their orders have been dispatched from one of our fulfilment centers. If the order is shipped via third-party courier such as FedEx, UPS, Canpar, or Canada Post, the shipping confirmation will also include a tracking number and tracking link to track the order online. 

Customers may also track their orders online using our tracking app, the "Order Status Checker", by e-mail address and/or order number. Once you receive a shipping confirmation, we advise you to continue referring to your tracking information or our tracking app for all available updates until the order has been delivered.  Tracking information is the most reliable way to keep track of your order and to know when it will arrive.

Signatures are not mandatory for deliveries and most courier services have suspended signature requirements due to COVID-19. Packages are delivered to the recipient's front door/porch by default, and if delivery to the door is not possible, recipients should check with their mail room, front desk, or concierge for the package. Sometimes packages may also be left with a neighbor or neighboring address. To receive updates on the whereabouts of their orders, customers should refer to their tracking information. 

Unfortunately, there are cases where unauthorized parties remove packages from their correct delivery locations, a situation commonly referred to as "porch piracy". This issue is beyond our control and we cannot be held responsible for packages that are lost or stolen in such scenarios.

Yes, upon request, we deliver to hospitals, hotels, funeral homes, and retirement homes.

For deliveries to hospitals/hotels, please mention the name of the company, the recipient's room/floor number, and contact number when placing the order online; we also ask customers to take some time to verify that their recipient is not scheduled to leave the facility during or before the expected delivery date/time.  Customers are not entitled to refunds should their recipient depart the facility before their order has been delivered.

 Some hotels/hospitals might not accept orders that contain perishable items, therefore we encourage customers to contact the organization directly prior to placing the order to inquire about their delivery/acceptance policies.  Customers are not entitled to refunds should the company refuse a package due to its contents.

 It is important for customers to understand that each organization abides by their own rules/regulations and, despite our best efforts, there is always a possibility that the facility might lose or misplace a package, even when we've delivered it correctly.

Although we can try to deliver to P. O. Boxes upon request, we strongly advise customers to provide us with full street addresses whenever possible, because some couriers are not able to ship to P. O. Boxes. 

If we are unable to ship your order to a P. O. Box, we may contact you to request an alternate address.

For Local Deliveries– If the driver cannot reach the recipient using the phone number provided, the package may be left at a safe area at the address without obtaining a signature. Drivers reserve the right to use their discretion to determine if/when orders can be left at an address unattended. If the package cannot be left at the address, the order will be returned and re-delivery will be required, subject to a re-shipping fee at the purchaser's expense; the cost of the re-shipping fee will vary depending on the destination and contents of the order. 

For Deliveries Outside of the Local Delivery Area– For shipments by third-party carriers, the courier will not attempt to contact the recipient upon delivery; common carriers never call recipients. Instead, they will leave the package at the front door whenever possible. Alternatively, the courier may opt to attempt redelivery on a future date or forward the package to a nearby pickup facility, from where the recipient can retrieve it within a reasonable timeframe (typically 5-7 business days). Failure to obtain the package within a number of days may result in the order being either returned or discarded, and re-delivery will be offered at the purchaser's expense. 

Some locations may not offer direct/immediate access to the intended recipient, in which event the package might be left in care of a concierge (for apartment buildings, condominiums, and hotels) or front desk/reception (for office buildings).  Proof of delivery is obtained whenever possible. 

Customers are expected to refer to their tracking information to remain updated on the whereabouts of all deliveries.

We make every possible effort to deliver orders to their intended destinations, but there are certain situations when deliveries may be rendered unsuccessful and returned to us due to customer/recipient error; such reasons may include, but are not limited to: 

• If the intended recipient was not available to accept their package at the time a scheduled delivery was attempted (including not answering their door or phone in a timely manner), and the courier determined that the order could not be left at the recipient’s door/address unattended
• If the intended recipient refused to accept their package due to personal reasons
• If the customer/sender provided incorrect or incomplete delivery/address information at the time the order was placed which either prevented us from delivering or resulted in us delivering the order to a wrong location, including suite/unit number, phone number, company/business name, recipient name, etc.
• If the intended recipient did not retrieve their package from a designated third-party courier's pick up facility within a suitable time frame (usually five business days), resulting in the order being returned to our warehouse or discarded by the courier.

Regardless of how an order is shipped, customers are automatically sent either tracking information or e-mail/text notifications from the moment an order is fulfilled.  As such, customers are expected to track their own orders to remain updated as to their statuses/whereabouts, including when a delivery has been returned.

Upon being contacted, customer service will offer to re-ship the returned item subject to a re-shipping fee, the amount of which will vary depending on the destination and contents of the order.  For example, if the original order contains perishable items such as flowers or fruits, an additional fee will be charged to facilitate the remaking/replacement of such items that can not be reused or resold.

Unless otherwise disclosed by the shipping method the customer chooses, our standard delivery times are anytime until 8:00 pm for residential addresses, and anytime until 5:00 pm for business addresses. During peak delivery periods such as holidays (Christmas, Valentine's Day, Mother's Day, etc.), delivery deadlines may be extended to accommodate high volumes. Please do not assume that your order will be delivered before or by a certain time of day. 

As with all delivery services, kindly take into consideration that an order's exact delivery time will vary due to various circumstances beyond our immediate control, such as traffic/road conditions, weather, volume of orders/packages, distance, etc.  

Customers can always refer to their tracking information/link for updates. Tracking information is the most reliable way to keep track of your order and to know when it will arrive.

Despite our best efforts, there may be circumstances in which a courier is unable to complete a delivery on time due to unforeseen issues encountered in transit. These delays are beyond our immediate control and sometimes inevitable, especially during busier times of the year. However, we provide customers with tracking information so they can stay updated on the whereabouts of their packages.

We strive to minimize delays as much as possible. When a delivery is delayed, we actively work to resolve the issue and get your package back on track. We provide regular updates and tracking information so you can stay informed about the status of your delivery. If your delivery is delayed, we apologize for any inconvenience caused. We recommend checking the tracking information for updates on the whereabouts of your package.

During busier times of the year, such as holidays or peak shopping seasons, there is a higher likelihood of delays due to increased demand. Despite this, we are committed to delivering your package as quickly as possible and keeping you informed about any delays that may occur.

We strive to process re-shipments or replacements promptly. However, please note that due to the high volumes of shipments during peak seasons such as Christmas, Valentine's Day, and Mother's Day, the turnaround time for re-shipments or replacements may be longer than usual. It could take approximately 5-7 business days to process your request. Rest assured, we will do our best to expedite the arrangements and have your item re-delivered as soon as possible. Please note that re-delivery dates can not be guaranteed during peak seasons.

For more information on your re-shipment and to get updated delivery estimates, we recommend contacting our customer service, who will be happy to assist you with any inquiries related to your order.

We strive to deliver your order with excellent service, and flexibility every time. To that end, we offer our “Special Care Delivery Services”.

We are pleased to offer Free Delivery Services in Canada and Same Day Delivery in Toronto & the GTA (“Greater Toronto Area”). 

Your order will be delivered by experienced delivery service providers at no charge — locally and across Canada! To qualify for Free Delivery in Canada a minimum purchase of $100 CAD (before taxes) is required per delivery location. 

We process all orders within minutes of receipt of payment. Whether your order needs to get to its destination the same day, next morning, the next evening or in a week or two, we use a suite of delivery services to meet your needs. See the detail information below to learn more about each of our delivery services to Canadian destinations and find the one that's right for you.

Our Free  Delivery services are not money-back guaranteed* delivery services and have a 2 pm ordering deadline. Our Expedited Ground, Ground 9AM, Ground 10:30AM and Ground Evening are money-back guaranteed* delivery services. The typical delivery times for ground shipping are shown when you use our checkout. 

Our Free Ground Service 

Our Free Ground Service Delivery to businesses by 5 pm and residences by 8 pm has an ordering deadline of 2 pm today. Typical (not guaranteed) delivery times are indicated when you complete the checkout. With this alternative, shipments can arrive by the end of one or more business days, depending on your destination. 

Our basic ground service is perfect for less time-sensitive shipments in one or more business days. If the value of your order (before taxes) is over $100 (per delivery location), this is a FREE service throughout most of Canada (there are additional charges if the location is remote). In no event is a delivery tendered using our free basic ground service eligible for a delivery guarantee.

Chocolate-dipped strawberries, cheeses, fruits, baked goods and flowers are considered perishable items and therefore must be shipped on an expedited basis to maintain freshness.  When ordering perishable items, we highly recommend that customers choose the fastest shipping method available during checkout (same-day, next-day, overnight); we also include a similar advisory in the product details of most of our perishable and custom baskets.

In the event that a customer opts to ship perishable items using a shipping method that requires longer than the recommended one business days' transit, we may replace the perishable items with non-perishable alternatives to ensure that the order arrives in good condition; for example, substituting fresh cheeses with dips, spreads or jams, chocolate-dipped strawberries with chocolate truffles or chocolate bars, cakes with brownies/cookies, etc). Similar adjustments may be made if we are required to ship an order over the course of a weekend/public holiday, or if we anticipate potential delays due to high volumes, weather, etc.

 In the event that a customer proceeds to order perishable items using a ground shipping method, we can not guarantee the condition in which said items will arrive, and we trust that customers understand they are not entitled to refunds/replacements if such products are delivered damaged, melted or spoiled. 

We reserve the right to discontinue, apply new, or modify existing administrative charges at any time and from time to time. Unless otherwise indicated, any of the following administrative charges may be applied to any orders placed with us.

An additional $10 charge may be applied per piece where the recipient’s address is incorrect, incomplete or illegible. Additional redelivery charges may also apply.

We deliver packages free-of-charge by ground shipping to most areas in Canada and the USA when the value of the package is over $100 CAD (on Canadian Websites) or $100 US (on American Websites) per delivery location. When multiple packages are ordered and some of the packages are under $100 CAD/$100 US, we will separately charge you for the delivery charges for these deliveries.

If after placing an order an address or destination is deemed to be "remote", an additional service charge will be applied at the expense of the purchaser; such charges could occur at any point after the order has been placed, including after the order has been shipped and/or delivered.

We make every possible effort to deliver orders to their desired destinations, but there are certain instances when deliveries may be rendered unsuccessful due to customer/recipient error. 

Upon being contacted, customer service will offer to re-ship the returned item subject to a re-shipping fee, the amount of which will vary depending on the destination and contents of the order.  For example, if the original order contains perishable items such as flowers or fruits, a fee will be charged to facilitate the remaking/replacement of such items that cannot be reused or resold. 

Customers are not entitled to refunds for undeliverable orders.

If any package, including a flower gift, cannot be delivered, it will be disposed of efficiently. Customer service will contact the customer with an offer to reship the item subject to a reshipping fee, the exact amount of which will be determined according to the contents of the order, including any perishable items. Perishable items include, for example, flowers and fruits. No refunds will be provided for undeliverable items.

We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and assembly is our priority. Our quality control department carefully inspects your order prior to shipment and our shipping department hand packages it with care. Our goal is to exceed your expectations and deliver your packages on time.

Despite our best efforts to limit such occurrences by utilizing appropriate packaging and shipping procedures, there are instances in which products may arrive broken/defective/incomplete due to being damaged or mishandled while in transit with a courier. Upon being notified, we will try our best to help all customers reach an appropriate resolution as soon as possible. 

All concerns regarding damaged, defective and/or missing items must be submitted to customer service via email within five days of delivery (perishable items such as flowers and baked goods must be reported within 24 hours of delivery). 

If an item is delivered damaged, please have yourself or the recipient obtain photographs of the damaged item(s) and email them to customer service in order to initiate your claim. Customer service will review your situation and provide a suitable resolution within 24-48 hours which, if applicable, may include a replacement or store credit for the damaged product. 

Customers are not entitled to refunds for items that are damaged in transit with a courier. Failure to report such damages to customer service within a suitable time frame and without supporting documentation (photos) may result in the claim being denied.

Refunds are not available:  

1. Perishable Items Including Chocolate Dipped Strawberries - When a customer does not pick same-day or next-day shipping for fruit, strawberries, chocolate-dipped strawberries and other perishable items as these items are perishable and we do not recommend shipping options longer than next-day service. The customer recognizes that it had the option to choose same-day or next-day services and chose a different delivery option that is risky. The customer recognizes that we are not able to process a refund when the customer has made a risky delivery decision. In some cases, we may decide to ship chocolate truffles instead of chocolate dipped strawberries so that the product has a better chance of being delivered in a good condition. The customer agrees to this decision and will not request a refund when this substitution has occurred. 
2. Events Beyond Our Control - For delivery charges, or for any loss, damage, delay, non-delivery, mis-delivery or failure to perform, caused by events beyond our control, including, but not limited to, any act, default or omission of the sender/customer, recipient or any party having an interest in the delivery, defects or inherent vice in the delivery, acts of God, perils of the air, weather conditions, mechanical delays, car/vehicle accidents, disruptions in air or ground transportation networks, acts of public enemies, public health crises, quarantine, war, strikes or other labor disruptions (of any entity including vendors, suppliers or customers), terrorism, riots or civil commotion, acts of public authorities (including customs or health officials) with actual or apparent authority, customs clearance delays, import/export documentation deficiencies or deliveries requiring extraordinary handling, documentation or routing. 
3. Change of Mind - Where a customer has a "change of mind” after an order has been placed. 
4. Personal Tastes - Where personal taste differences occur. 
5. Packages Not as Described & Substitutions - Where a package is “not as described on our website” and/or we have substituted item(s) in a package that are in compliance with our “substitution policy”. 
6. Order Changes - For changes to orders submitted less than two days prior to the date the package will be processed for delivery. During holiday periods seven days is required. Note: If you have changes that are needed, and they are outside of this time frame, please call us and we will do our very best to accommodate you; we just cannot guarantee them or provide refunds in such circumstances. 
7. Undeliverable Items - When packages are undeliverable. If the intended recipient is not there to receive the package or incomplete or inaccurate address information was provided at the time the order was placed, we are not responsible for the loss of the packages or damages. 
8. Stolen Items - When a delivery is stolen or goes missing. If we have proof of delivery from any courier, the customer is not entitled to a refund. The customer is accepting the risk for lost and stolen packages.

Every order is custom and tailor-made to suit each customer’s needs and preferences on an individual, per-order basis; this requires time, dedication, and effort from all staff members.  Due to the nature of our items, many of our products can not simply be reused or re-sold to future customers, even if they are returned in good condition and unopened. 

As such, customers who choose to refuse/return delivered merchandise due to personal reasons such as changes of mind, changes of plan, and/or realizations that the delivered item is no longer needed/required are not entitled to refunds.

As an online store, we – like most online retailers – typically depend on third-party courier services to fulfill deliveries depending on the needs, destinations, and preferences of our customers.  As such, we are susceptible to delays that may – although rare – affect our ability to deliver orders on time. 

Despite our best efforts, the reality is that there are occasional circumstances in which a courier is unable to complete a delivery on time due unforeseen issues they encounter in transit.  In all instances, these delays are beyond our immediate control and sometimes inevitable, particularly at busier times of the year, but we always provide customers with tracking information so they can remain updated as to the whereabouts of such packages. 

We trust customers are patient and understand that they are not entitled to refunds/cancellations solely on the basis that their order is delayed, because ultimately the product will still be delivered.  Please understand that, in most cases, the delivery times mentioned in shipping methods are usually estimates and, as such, are not guaranteed and subject to change due to courier performance.  

If we deliver a package with a service guarantee after the applicable guaranteed delivery time, we will, upon request by the sender, issue the sender a refund or credit (at our option) in respect of the delivery. We will (at our sole option) refund or credit a sender, upon request, an amount equal to the difference between (a) the delivery fees paid by the sender and (b) the delivery fees that would apply to the delivery service that was actually received.  

If we cannot deliver a package with a service guarantee on the applicable guaranteed delivery day, delivery will take place by end of day on the business day specified by us.  

The following limitations apply to guaranteed deliveries:

• The delay must not be caused by some event beyond our control, including but not limited to, those items described in “Our Liability – Events Beyond Our Control”.
• The delivery must not be left in a “Drop Box” after the posted pickup time; must not require pickup after local cut-off times; and must not be tendered to us after local cut-off times.
• The service guarantee may be suspended, modified or revoked at our sole discretion.
• The service guarantee will not apply to the following deliveries:
• Deliveries originating from or destined to points deemed by us to be remote, where such points are not serviced directly by our couriers.
• Undeliverable or returned deliveries.

We are under no obligation to refund or credit a customer for any delivery charges, or for any loss, damage, delay, non-delivery, mis-delivery or failure to perform, caused by events beyond our control, including, but not limited to, any act, default or omission of the sender/customer, recipient or any party having an interest in the delivery, defects or inherent vice in the delivery, acts of God, perils of the air, weather conditions, mechanical delays, disruptions in air or ground transportation networks, acts of public enemies, public health crises, quarantine, war, strikes or other labor disruptions (of any entity including vendors, suppliers or customers), terrorism, riots or civil commotion, acts of public authorities (including customs or health officials) with actual or apparent authority, customs clearance delays, import/export documentation deficiencies or deliveries requiring extraordinary handling, documentation or routing.

Customers are not entitled to refunds/cancellations under the following circumstances:

• Perishable Items, Including Chocolate-Dipped Strawberries– When customers opt to ship perishable items such as chocolate-dipped strawberries, cheeses, fruits, baked goods, and flowers using any shipping method that requires more than the recommended one business days’ transit.  The customer acknowledges that they had an opportunity to ship their order containing perishable items using a same-day, next-day, or overnight shipping method during checkout, but opted to use a risky shipping method that is not recommended, per our policies.  We trust that customers understand that they are not entitled to refunds/replacements if such products are delivered damaged, melted, inedible, or spoiled as a result of their own actions. In most situations we will need verbal communication if we are going to ship fresh baked goods with a third party courier as we cannot ensure it shows up as intended.
• Change of Mind – If a customer undergoes a "change of mind" after an order has been placed, including – but not limited to – realizing they’ve chosen a shipping method that doesn't correspond with their preferred delivery date.  Once a customer submits payment for an order, it is immediately considered to be "processed" and forwarded to our production/shipping facility to begin preparations.  At our discretion, we may offer to ship the order to an alternate address, contingent on whether or not the order has already been dispatched. We reserve the right to deny a cancellation request for any reason.  
• Personal Tastes – We offer a wide variety of products and edible items on our website.  Since everyone's personal preferences are different, as such it is expected that some items might not necessarily be to the personal liking of specific individuals once they’ve been delivered, such as flavour, taste, sweetness, consistency, etc.
• Packages Not as Described & Substitutions – When the contents of an order have been modified in accordance with our substitution policy. If a product is out of stock/unavailable, we will replace said item(s) with a similar product of equal or greater value at no additional cost to the customer, sender, or recipient, therefore maintaining the value of the purchase. By placing an order with us, customers agree that their order may consist of products that differ from its original product description, and are not entitled to refunds or compensation under such circumstances. Please review our substitution policy for more information. 
• Order Changes– For changes to orders that we are unable to accommodate, including cancellations.
• Undeliverable Items/Returns – If an order is rendered un-deliverable due to reasons beyond our control, such as in the event that the customer has provided an incorrect and/or incomplete address, or their intended recipient is not available to accept an order.  We are also not responsible for the loss of packages resulting from incorrect information, or the absence/unavailability of intended recipients.
• Stolen Items – If an order is lost/"stolen" after a delivery has been completed and proof of delivery has been obtained. Once the courier has obtained proof of delivery, the customer is not entitled to a refund.  As the shipper, we can not be held accountable in the event that an order is allegedly "stolen" after it has been delivered to the correct address, and proof of delivery has been obtained.
• Events Beyond Our Control –For delivery charges, or for any loss, damage, delay, non-delivery, mis-delivery or failure to perform, caused by events beyond our control, including, but not limited to, any act, default or omission of the sender/customer, recipient or any party having an interest in the delivery, defects or inherent vice in the delivery, acts of God, perils of the air, weather conditions, mechanical delays, car/vehicle accidents, disruptions in air or ground transportation networks, acts of public enemies, public health crises, quarantine, war, strikes or other labor disruptions (of any entity including vendors, suppliers or customers),

We make every possible effort to deliver orders to their desired destinations, but there are certain instances when deliveries may be rendered unsuccessful due to customer/recipient error.  Refunds are typically not issued in the event that an order is rendered undeliverable due to circumstances beyond our immediate control; such reasons may include, but are not limited to: 

• If the intended recipient was not available to accept their package at the time a scheduled delivery was attempted, including not answering their door or phone
• If the intended recipient refused to accept their package due to personal reasons
• If the customer/sender provided incorrect or incomplete delivery/address information at the time the order was placed which either prevented us from delivering or resulted in us delivering the order to a wrong location, including suite/unit number, phone number, company/business name, recipient name, etc.
• If the intended recipient did not retrieve their package from a designated third-party courier's pick up facility within a suitable time frame (usually five business days), resulting in the order being returned to our warehouse or discarded by the courier.

Upon being contacted, customer service will offer to re-ship the returned item subject to a re-shipping fee, the amount of which will vary depending on the destination and contents of the order.  For example, if the original order contains perishable items such as flowers or fruits, a fee will be charged to facilitate the remaking/replacement of such items that cannot be reused or resold. 

Customers are not entitled to refunds for undeliverable orders.

Once customers submit payment for an order, the order is immediately considered to be "processed" and forwarded to one of our production/shipping facilities for preparations to begin.  Therefore, canceling an order that has already been placed is never guaranteed – especially during any holiday or particularly busy period.  If the order has not yet been dispatched, we may offer to ship the order to an alternate address. 

If an urgent change is required for an existing order, including address changes, customers are encouraged to contact customer service immediately upon placing the order to determine if the change is possible.  Again, once the details of an order have been forwarded to production or shipping, we cannot guarantee the ability to make changes, and customers whose changes can not be accommodated will not be eligible for refunds/cancellations. We reserve the right to deny a cancellation request for any reason.

During holiday periods (Valentine’s Day, Mother’s Day, Father’s Day, Thanksgiving, and Christmas), at least seven days’ notice is required for all order changes.  Please contact customer service as soon as possible and we will still try our very best to accommodate however possible.