I require full payment on all orders, or a 50% nonrefundable deposit on orders over $300 once the payment is received the order is confirmed and added to my calendar.
Payment is due within 48 hours of an invoice being sent. Orders are not booked until they are paid in full or a deposit is paid. Methods of payment: PayPal Invoice, Venmo, Zelle
RUSH ORDER: A 25% rush fee will be applied if you need your cookies within 5 days or less (this includes the day you order).
Allergens Found in My Home Bakery:
Nuts and Nut By-Products
Eggs and Egg By-Products
Milk and Dairy Products
Refunds / Exchanges
Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders
Once you or a designated party has picked up an order and signed for it, it is considered "accepted" – we will ask to make sure that everything is correct such as the design, spelling, etc. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after signing for your order. In some instances, you may bring the cake back in for design adjustments but this is an additional charge if the cake has been signed for
All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the order during transport, set-up, or any time thereafter. You will be given instructions on how to carry, transport, and store your order 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. We only give refunds in accordance with the refund policies stated below.
Flavor and texture are subjective. Full refunds requested due to flavor or texture after the order has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Orders must be brought back to us in a timely manner, preferably with 24 hours of pick up - please call or email us promptly to let us know of the issue. A quality determination is solely at the discretion of Nann's Cupcake Kitchen. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credit percents are based on how quickly the order is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.
Cancellation / Changes
Changes and cancellations to retail orders are accepted until 1 week prior to the scheduled pick up time. No refunds will be provided for any payments made on the order no matter the amount - if canceled at least 1 week in advance we will be happy to transfer any payment made on that order to another order within 3 months from that date. We will provide no other refunds regardless of the circumstances. You will be required to pay the full amount if the order is canceled with less notice.
Guarantee / Disclaimer
We do all that we can to make sure that your order is decorated with the specification of your written order form. Upon pick-up of your order, adjustments can be made for an additional charge if it was not stated in your original order. If for some reason something is not decorated correctly as stated in your order, we will make the necessary changes right away.
Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for the exact duplication of the work done by other decorators.
All orders are subject to these policies listed above.