POLICIES
Shipping
ORDER TRACKING
Shipping orders:Β We'll send you an email that includes the order's tracking number once your order has been processed. You can click on the tracking number and it will bring you to a page where you will clearly be able to track your order and watch your treats take their journey. We will also keep you up to date by sending updates on when your order is out for delivery and when it is delivered. Please allow up to 12 hours after placing your order to see tracking information!
Delivery orders:Β We'll send you a delivery confirmation email when the order has been delivered!
Pick up orders:Β Just head to your selected store and your treats will be waiting at the scheduled time!
We do not ship to customers outside the United States at this time.
Local delivery
Deliveries can take place anytime between 8am-5pm and you receive an email one day before with a two hour delivery window.
In-store pickup
You can skip the delivery costs with free local pickup from our kitchen. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up on the date you selected and the scheduled time. We will send you an email when your order is ready along with instructions.Β
Please have your order confirmation email ready to present when you arrive.
Refunds, returns, and exchanges
We do not accept returns once your order has been collected or delivered.
If you wish to cancel your order, a full refund will be issued as long as we are given 5 working days notice for non themed cakes/cupcakes, and 7 workings days notice for themed/logo cakes/cupcakes.
DELIVERY/COLLECTION
COLLECTIONΒ β Once you have set a collection date and time you must stick to this.
AΒ LATE FEEΒ will be charged to you if you are 15mins late which will need to be paid before your order is handed over.
DELIVERYΒ - For celebration cakes, delivery is available at an extra cost depending on location and subject to availability.
Wedding Cakes and any tiered cakes above 2 tiers cannot be collected and will only be delivered to your specified venue β charges for delivery and set ups will be included in your quote.
For delivery of postal items, once the treats have left our premises and are in the hands of a delivery company the delivery is out of my control. Frosted Betty not liable for any mistreatments of items or any damage of goods due to handling or weather conditions.
TRANSPORTATION OF YOUR CAKE
Cakes, as with many food items,Β require certain temperature control and careful transportation.Β
Cakes must be kept on a flat surface, either in your passenger foot well or the boot. IΒ do not recommend holding the cake or placing it on a seat. Please ensure the heating in the car is off and if it is a warm day, make sure the AC has been running for some time before the cake goes in the car.
Avoid all sunlight directly on the cake.Β Hold the cake by the base only and do not hold it against your body.Β When transporting cakes, yourself, ensure they have been in the fridge beforehand. Travelling with room temperature cake is most likely going to cause damage. Please drive very carefully asΒ I can NOT be held accountable for any damages which may occur once a cake has left my possession. Please follow my advice to ensure the safety of your cake.
Returns
Deposits are non-refundable. Up to 3 weeks of your collection, postponements will be allowed (subject to availability).. There will however but an administration sub charge for this to happen of $25. Within 3 weeks of your collection NO refunds or credits will be issued for cancellations and postponements will NOT be allowed.
βWhilst we take every care to ensure no cross-contamination, please be aware that all items made by Frosted Betty happen in a kitchen which handles allergens.Β
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you have any questions about our shipping or return policies, please contact us and we will be happy to assist you.