Frequently Asked Questions

F.A.Q.’s

Q- What is your minimum order policy?

A- Our minimum order for cake pops and cupcakes is 2 dozen with the exception of special holidays where we may offer gift basket or buckets pre-made (bakers choice). Our minimum total order is $100. We appreciate your understanding!

Q- “How can I pay for my order?”

A- We accept cash, debit, and credit cards, and payments through Zelle and Venmo. Invoices are sent through square.

Q- “Do you deliver?”

A- Yes! Schedule permitting, we can deliver when needed on Fridays, Saturdays, and Sundays. A one hour window for delivery must be scheduled at the time of your order. Delivery within Anthem is $5.

We do deliver all over the valley when the schedule permits, but please be advised that the delivery fee will apply and starts at $30 per hour (round trip total is calculated) to the Phoenix area.

If you are ordering a large or tiered cake or other display from us, we strongly suggest you invest in delivery to insure that everything is perfect for your special occasion. Once a cake or other dessert has been picked up by you, we are not liable for any accidental damage that may occur, and do not give refunds for damaged incurred after the cake leaves our kitchen. The small delivery fee is certainly worth saving the stress of driving with, carrying and setting up larger cake displays. We are happy to take this task off of your hands at minimal added cost to you!

For gift deliveries, we will only attempt delivery one time to any address provided by you within a 3 hour time frame agreed upon. If no one is available to accept the delivery, it is up to you to pick up your order. Refunds will not be given for inability to make delivery or for orders that are not picked up.

  • Special Note about delivery- The delivery fees charged take in to consideration mileage, gas costs, vehicle usage and the time taken to deliver & set up. We thank you for understanding that the delivery fees are non-negotiable and are not considered as a gratuity.*

Q- “When is payment due?”

A- Because we are a very small business we take on a limited number of orders to insure the best quality and time spent for each customer. For this reason, we will invoice you once all of your order details have been finalized. Payment is due in full on the invoice due date to avoid order cancellation.

Most invoices will be due 10 days prior to your pickup or delivery date. (on very large specialty orders, weddings and other such events, payment may be due in full 3 weeks in advance or a deposit may be required if you are booking your event several months ahead)

50% of every paid invoice is considered a NON-REFUNDABLE deposit.

All unpaid invoices will be automatically canceled the day after they are due.
We may not always be able to call or text you to remind you about your payment. We send out a reminder email on the due date, and then the invoice is cancelled if not paid within 24 hours of the reminder.

Q- “How far in advance should I place my order?”

A- Because we take a limited number of orders per week, it is best to place your order as early as you can to guarantee that you can be accommodated. We recommend at least 3 weeks in advance on average.

Last minute requests, and rush orders (less than one week before pickup/delivery) will be subject to a $15 or 15% rush fee (whichever is greater).

Many times we have to turn away clients who wait until the last minute because we are completely booked, especially during holidays and wedding season.

Q- What is your Payment & Refund Policy?

A- When we make room in the schedule for your order, we are closing that space off to another potential customer. All invoices are pay in full when due. Of the total, 50% is considered a NON-REFUNDABLE deposit. In the event of a cancellation, (with notice by original due date), we will offer to apply your deposit portion toward a future order and provide a refund for the other 50% (minus the 3% processing fee we have already paid). For cancellations less than 10 days prior to your scheduled event date, your deposit will not be refunded or offered as a credit.

*Special Note*
On custom orders where specific materials, ingredients, logos, or other custom items specific to your cake have already been ordered and paid for by us, receipts will be provided and the amount will be deducted before any refund is given in the event of a cancellation.

At Hidden Gem Cakes we aim to give you a 5 star experience with every order. We are confident in the taste and quality of our baked goods and want to keep you coming back for more! Please keep in mind that refunds are not given for reasons such as last minute event cancellations, cakes that are damaged after acceptance and pickup, or for non pickup. In the rare event that there is a problem with an item ordered, you may choose not to accept the item and forfeit your deposit. If you do accept your dessert and something is wrong once you have left the kitchen, please call us right away and return your dessert so that we can correct the error or issue a refund. Client satisfaction and making amazing treats is our top priority!

Q- “Do you give discounts if I order 100 cake pops?”

A- We do not give discounts on bulk orders,  Please like and follow us on Facebook and Instagram for information on special pricing, monthly giveaways, and other opportunities for discounts.

Q- “I am a part of a non-profit. Can you donate or discount treats for my event?”

Hidden Gem Cakes is proud to have personally selected local non-profit organizations that we currently work with and donate to. We have chosen organizations that are near and dear to our hearts, and that are proven and established in the community. We currently donate to animal rescues, and to our neighborhood school district.

If you work with or run a charitable or non-profit organization, and are planing a fundraising or other event, and you would like more information about discounts and donations, please email us at hiddengemcakes@gmail.com with a message that includes information about your organizations mission, what is has ,and what it hopes to accomplish; and a statement on what type of discount or donation you are interested in. Please also include a link to the organizations website and contact information. If we think it is a good fit, and your mission is aligned with ours, we will get back to you to discuss further details.

 

Hidden Gem Cakes Anthem

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