Placing Orders

Orders must be placed either over the phone or in person in our shop and clients must agree to our ordering policies before proceeding.  Our online inquiry form may be filled out to begin the process and to obtain a quote for a cake.  We book consultations and cake tastings for custom wedding cakes and for large event cakes only.

Payment

For orders $200 and under, we require full payment upon ordering.  This is NON-REFUNDABLE.

Orders over $200 require a 50% NON-REFUNDABLE deposit upon ordering and balance is due upon pickup.

Wedding cakes/cupcakes and large events orders final payment is due two weeks prior to event.

We accept Debit, Visa, Mastercard, American Express and Cash and e-transfers

Changes to Orders/Cancellation Policy

We will increase serving amounts on cakes orders (including wedding cakes)  but WILL NOT decrease servings once order has been placed and deposit received and/or contract signed.

If you need to change the date of your order, serving requirements or design, please provide us with at least two weeks’ notice. Date changes may be accommodated depending on availability.

Cancellations of order must be made no later than 48 hours after placing order in order to receive a refund.  Last minute orders (for same week pickup) will not be cancelled.

Changes to cake design must be made no later than one week prior to pickup – extra charges may apply to design changes/additions.

We reserve the right to cancel your order or refuse service due to abusive behaviour, unpaid balances,  unrealistic expectations or last minute changes that are not reasonable to our staff or time permitting.  50% of the initial deposit will be refunded. 

Cancellations to orders must be received in writing 90 days prior to pickup date to receive deposit back.  There will be an administration fee of $50 withheld from the deposit.  Refunds to orders within 90 days of pickup are at the discretion of management. If a refund is issued, it will be in the form of a gift card minus a $50 administration fee

Design

We work closely with our clients to design a cake that suits their theme, event and budget.  We will do our best to interpret your vision into a cake and will also provide you with our opinion of what we feel would look best. As artists, we are always appreciative when given some creative freedom in our decorating as that’s when we do our best work!

We reserve the right to make last minute changes to the cake design as we feel necessary to obtain the best possible finished product while still keeping the original design in mind.

Our cakes and decorations are edible but we do use wooden dowel to support cake tiers and some non-edible products for support in our figurines and fondant pieces such as wire, toothpicks, etc.  Please remove before consuming.

We do not copy other artists work.  If you have pictures of cakes designs, we can use them as inspiration to create an original design for you.

Colours

We will do our best to colour match samples that are given to us but please keep in mind that we are working with a food product and edible colours.   Some colours such as pinks, purple and grey are vastly affected by light and we cannot guarantee exact colour matches nor colour stability.  Cakes should be displayed out of direct sunlight to keep colours from fading out.

Edible Image Photo Submission

We only accept one photo per cake unless you have formatted a collage and it is submitted as a single JPEG image.  We will not print numerous pictures on one cake unless this has been agreed upon with the decorator. (extra charges will apply).  We will not print offensive, vulgar or x-rated images on our cakes.

Dietary/Allergy Information

Our cake shop uses flour, butter, sugar and eggs in our recipes.  We do not offer gluten-free, dairy-free, eggless or sugar-free options at this time.  We do not use peanuts in our shop, but do use other nuts such as hazelnuts, almonds and walnuts.  We are NOT guaranteed 100% nut-free as some of our ingredients or garnishes may contain or have come in contact with nut products.

Picking up your Order

We will have your order ready at the agreed-upon time and date.  Early pick-ups may be accommodated with proper notice, but as we are a very busy shop, we cannot always complete orders early.

Your cake will be securely boxed and covered with a lid or cellophane when you pick it up.  Please check to see that we have the correct design and spelling on the cake prior to leaving the shop.

If you are having another person pick up your order, they assume responsibility to check that they have received the order in it’s entirety (if you have more that one item to pick up, please be sure to let them know what they are picking up) and that the order is correct. (spelling, design, etc)  If we have made an error, we will certainly do our best to rectify it before it leaves the shop. We are not responsible for orders once they leave our premises.

PLEASE NOTE AND BE CONSIDERATE OF OUR CLOSING TIMES AS STAFF WILL NOT STAY TO ACCOMMODATE LATE PICK-UPS.  Orders not picked up will be available for pickup on our next business day after 10am.

Transportation/Storage/Serving

As stated above, you cake will be securely boxed upon pickup.  When carrying your cake box, please carry from the bottom and not the sides as this could damage the cake.

Please transport your cake/cupcakes in a flat area (floor or back of van/suv and not in the back of a truck or on a seat.

Cakes and cupcakes should be transported in a cool vehicle and not in direct sunlight.  If you have a long distance to travel, we recommend covering the box with a light blanket and putting ice packs next to the box.

Cakes/cupcakes should be refrigerated prior to your event in the original packaging and then may be removed and left out in a cool room for a few hours prior to serving.  Leftovers should be wrapped, refrigerated (2-3 days) or frozen.   We do not recommend displaying cakes or cupcakes outdoors in either direct sunlight or on warm days.  Our cakes and cupcakes are iced with buttercream/fondant and will melt and become sticky if subjected to very warm temperatures.

Thank you for choosing Over the Top Cakes!

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