10-06-2022 05:03:49 PM 1427
Shipping

We greatly appreciate your trust in us with your special occasions. We are actively watching the landscape of shipping and doing everything we can to to make sure your gifts arrive on time. However, due to circumstances outside of our control like weather storms in the shipping network and surging delivery volumes, we strongly advise scheduling your gifts to be delivered 1-2 days ahead of your celebration. You can rest assured that the gifts will still be fresh. Our mini cakes are formulated to withstand many days of shipping and stays fresh at room temperature for five days after delivery. The whole gift box can be stored in the freezer for up to one month if not being used right away. Cakes stored in the freezer should be thawed at room temperature for at least two hours before opening for the best effect. Our large cakes are an exception and come frozen with dry ice, in the rare event of a delivery delay of two or more days past your scheduled delivery date, please dispose of or refuse delivery, as it will no longer meet our standard of quality and freshness, and contact us at hello@sendacake.com so we can get you a resolution as soon as possible.

Once you place your order, here's what to expect: Your order will be shipped 1-3 days ahead of your scheduled delivery date, and you will receive a shipping confirmation email with tracking number (email can sometimes be sent earlier for your advanced notice). If your order is delayed for two or more days, contact us at hello@sendacake.com. Since our products are custom hand assembled gifts, once your order has been processed it is no longer eligible for adjustments, delivery date or address changes, and/or cancellations.  

The U.S.A. Nationwide and coast to coast (sorry not Hawaii or Alaska yet). The shipping fee varies depending on your cake order and goes to our shipping providers (FedEx/UPS) for 2-Day Express Air or faster shipping which allows for your package to arrive on or near the delivery date you selected for maximum freshness. Additional charges such as an overnight fee ($10) and/or sometimes a Saturday ($10) fee may be included, depending on the day of your preferred delivery date. The shipping fee is added at the end of the checkout process and can be previewed before submitting an order. 


Unfortunately we cannot deliver to a P.O. Box, A.P.O./F.P.O. or military address as typically only the United Postal Service is allowed to deliver to these specialty addresses. FedEx is our shipping partner which allows us to offer on-date delivery and sometimes they can deliver to specific addresses for military bases but that address is offsite, so please double check with the site for that information if required.  

Orders are set to arrive on time and are typically shipped 1-3 days prior to the date you selected. You will receive a tracking email when the item has shipped out or sometimes a few days earlier for advance notice. 

We understand the importance of gifts arriving by the selected delivery date. The smiles, the awe, the surprise is the reason we fulfill orders by the date specified. We'll do everything in our power to ensure on-time delivery.

Please double-check your delivery date and address during check out to make sure both are correct. Very rarely there are FedEx/UPS shipping delays which will be investigated, if these delays do happen we are happy to refund the shipping cost on the order or find other amicable resolutions.

For any issues due to emergency or severe weather conditions that affects all packages in the delivery area, we cannot be held responsible for uncontrollable events as FedEx/UPS considers these indisputable. Insufficient/incorrect addresses are also the responsibility of the customer, so please double even triple check the delivery address correct as this is out of our control.

On the product detail page, below the information section, there is a calendar. You can click on a date in that section, which will be highlighted red. Please be sure to double-check your delivery date and make sure your recipient will receive their gift in it's best form by the date selected.

"What happens if I entered the wrong shipping address or forgot to include the apartment/house number?" We have been there and understand that mistakes happen. Customers are responsible for providing the correct shipping information prior to shipping. We will ship to the shipping address given at the time of checkout. Send a Cake is not responsible for packages delivered to an incorrect address so please double check your recipient's address and use suggested addresses during checkout which is linked to FedEx's database. 
Reshipping of eligible packages returned to Send a Cake due to an incorrect address can be re-shipped at the customer’s expense. Please contact our customer service team as soon as possible to update your delivery address if you see any discrepancies. Unfortunately, once a package has been assigned a tracking number, we can no longer update the shipping address. For these reasons, we cannot offer refunds or credits for insufficient or incorrect addresses that cause such delays/package returns.

We are unable to guarantee an exact time of delivery as this will depend on the route of the delivery driver on that day. While most packages are delivered earlier in the day and the recipient should get it when they normally receive packages from FedEx/UPS, we cannot guarantee a specific time. Sometimes tracking information may put a later time of arrival in the delivery details but that is the latest possible time of delivery and does not always mean it will be delivered that late. The delivery window is between 9 AM to 8 PM depending on the shipping location.

We have extensively tested our shipping methods and cakes will arrive ready-to-eat and do not need any refrigeration but if you would like to save the cake for more than 5 days we suggest freezing them to extend the shelf life. Only our large full size cakes will arrive cold or frozen with dry ice and dry ice handling instructions due to the nature of their size and ingredients used.

At times unforeseen problems occur and a shipment arrives late. Our policy regarding failed shipments is very simple. If there is a delayed issue with the FedEx/UPS carrier then we will investigate the situation, but we can issue a shipping refund if the cake doesn't arrive within the next business day (Monday if Friday/Saturday is the selected delivery date). If the package does not arrive then we can offer a full refund on the order. However, packages marked as delivered, but 'not received', are the customer’s responsibility to locate. Please contact the carrier, as they can check the status of the delivery scan and escalate an investigation on your behalf. We do not issue refunds on lost packages unless the carrier has marked the shipment as lost on their end.
If the failed shipment is due to an error on the purchaser or the recipient's part (as in a gift), including but not limited to, an incomplete or incorrect address given, receiver not in, special shipping instructions made at the request of the recipient, refused deliveries, or orders left out and either stolen, ruined or damaged after delivery, we cannot refund or replace the shipment.

***Tips to ensure your satisfaction***:

Please make sure all the information entered for your shipment is correct. If you are shipping to a business, college campus, apartment, etc. we strongly advise researching the institution's shipping policies to ensure that you include all necessary information required by said business/institution (i.e. delivery addresses that differ from the business address, and/or apartment, dorm room, college mailbox, suite, house numbers).

Make sure that the shipment is expected and will be received the day it is to be delivered.

If an incorrect delivery date is ordered, cannot be received please let us know and if possible we will schedule delivery for another day (via email or phone) please note that we cannot always accommodate these requests but will try our hardest. If you have a doorman or a front office, make sure they are aware that a perishable shipment is coming. Make certain they will receive it and notify you immediately upon arrival. If you have any questions, please feel free to e-mail us at hello@sendacake.com for the quickest response or give us a call at (206) 709-5001 if our representatives are currently assisting another customer please leave a voicemail to help expedite the response process.

Yes! We now offer shipping to multiple addresses with our Cake Explosion Boxes. Once you are done creating your first item, you can select "Add Another Gift Box" which will add your first item to your shopping cart and refresh the page so you can begin working on your next gift.

General
*ALLERGY INFORMATION: Unless otherwise noted, products contain milk, wheat, soy and egg, and were produced on equipment that processes peanuts, almonds, hazelnuts, pecans, and walnuts. Our facility is not Gluten Free.
Please refer to our Nutritional & Allergen Information page for additional details.

At this time, we do not offer a military discount. We do have coupon codes that periodically go out, please sign up for our email and/or SMS lists to be sure not to miss them.

Yes! We now offer shipping to multiple addresses with our Cake Explosion Boxes. Once you are done creating your first item, you can select "Add Another Gift Box" which will add your first item to your shopping cart and refresh the page so you can begin working on your next gift. Each gift box is shipped separately so there is a shipping fee per gift but this goes directly to the cost of shipping the additional items.

There are many ways to order with us—just choose the way that works best for you.

  1. Shop the Send A Cake website to browse and personalize wonderful gifts.
  2. Speak to one of our sweet customer representatives at (206) 709-5001 who are so excited to help you choose the best gift and help you place an order. We may be busy helping another customer so please leave a voicemail and we will call you back or correspond via email for the fastest communication.

Satisfaction for you and those who receive your gifts is our priority. If you need to cancel your order please reach out to our Customer Care Team at hello@sendacake.com. We will try our best to stop the order but can only cancel orders that have not yet been processed and do not have a shipping label created. Due to the customized nature of each gift, please note that once processed all sales are final and this would include any orders placed 3 days or less prior to the delivery date.

Please note that modifications can only be made prior to the order being processed. If the order has not been processed, we will do our best to accommodate your request but it is crucial that orders are placed correctly to avoid any issues. Once an order is being processed and a shipping label is created, we are no longer able to accommodate modifications.

For photos, no uploaded photos can be switched once the order is submitted. To do this, the original order has to be cancelled and resubmit the order with the correct photos. (Shipping fees may vary)

Due to each package being specially created for every recipient and being a food based item, we cannot offer exchanges or accept returns. Should there be an issue with your order, please contact our Customer Care Team at hello@sendacake.com within 30 days of purchase for an amicable resolution.

Yes. Send A Cake maintains PCI compliance to incorporate today's highest safety standards during every payment transaction. You can shop in confidence knowing we have appropriate security measures in place to protect against the loss, misuse or alteration of information that we have collected from you.

The security symbols on our site help identify our security.

During checkout, you will know you're on a secured page when the URL begins with HTTPS. The "s" stands for "secure" For example: https://www.sendacake.com.

All add-ons that are not showing on the fun surprises page are either not in stock or pulled out. Please wait for the website to be updated.

Our cakes and boxes do not actually explode (that sounds dangerous! 😆). We call our box style "Explosion Box" which refers to the panels of the box collapsing outwards once opened. You may select the additions we offer to the box to give it more of a fun surprise effect such as candy and faux flowers loosely falling out when opened or our Flying Butterfly Surprise which will have paper butterflies fluttering out of the box. 

Absolutely not! Our butterflies are made with paper but do flutter out of our gift boxes on their own when the gift boxes are opened. 🦋

Route Shipping Protection

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
  • Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here