Terms & Conditions
Return Policy
Due to the perishable nature of our products and the fact we are unable to control how our products are transported (if picked up) and stored once they leave our space, Scratch Baking Company does not accept returns, provide refunds or exchanges. If, for some reason, you are unsatisfied with your purchase, please email us at scratchbakingcoNY@gmail.com WITHIN 2 DAYS of the date you received your order.
Provide the following information: order number, photos of the product at all angles including the packaging, a detailed description of the issue and information on how your item was transported and stored. We will make every effort to address your concerns and make sure you are happy with your experience with us.
Items that are not perishable have a two week window from the date you receive your order for return or replacement, if possible. Email us at scratchbakingcoNY@gmail.com if you have any questions or concerns regarding your order.
Local Pick Up Policy
Scratch Baking Company offers online ordering with orders able to be picked up locally at times. As Scratch Baking Company is an online business, we do not have a storefront or dedicated space for pick ups so this is a rare offering when it is offered.
All orders must be picked up at a location, time, and date advised to you via email when placing your order. If, for some reason, you are unable to pick up your order on your pick-up date and time, please email us at scratchbakingcoNY@gmail.com to discuss options. Orders not picked up on their pick up date and time are not eligible for a refund and a new order will need to be placed for a new pick up date.
Shipping Policy
Scratch Baking Company ships throughout the continental United States using USPS, UPS or Fedex. Orders are shipped Mondays, Tuesdays and Wednesdays. The order cut-off for Monday shipping is 11:59 PM EST Friday. All orders placed 12:00 AM EST Saturday and later will be shipped the following Wednesday. Shipping date is NOT delivery date. The date you select on the cart page is the date your order will be shipped.
Scratch Baking Company is not responsible for delays in delivery times due to incorrect or incomplete addresses. Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment (including fresh product if its a food item) and/or relabeling. Shipping charges will not be refunded for late deliveries under any and all circumstances including, but not limited to, the business is closed, the recipient is not available to receive the package when delivered, or any other unforeseen circumstances. UPS, Fedex or USPS may require a signature for delivery at the discretion of the driver. Estimated delivery timelines do not take unexpected weather delays into consideration, which may affect shipping and arrival dates. Due to the perishable nature of our products and how we are unable to control how our products are transported and stored once they leave our shop, Scratch Baking Company does not accept returns, provide refunds or exchanges for food products. If you receive an incorrect item, we require a photo to assess refund eligibility. Without a photo, we are unable to assess your claim.
Corporate Orders
For corporate orders, please reach out to scxtratchbakingcoNY@gmail.com at least two weeks (14 days) prior to desired pick up date with the date you’d like your order for, quantities required, and desired products. Our team will provide you with the options we have available to best suit your needs. All corporate orders require 50% non refundable deposit when the order is placed and the balance is due 2 weeks before the delivery date. In the case that the order is placed within the 2 week delivery window, full payment is required upon placing the order.
Delivery Policy
Delivery is offered for all cake orders. You select your delivery date and your cake will be delivered between 9am - 12pm, but an exact delivery time is not guaranteed. Your delivery driver will ring the doorbell at your delivery address. If no one answers the door, we will try calling and then will leave your order at your door. Please note we are not responsible for what happens to your package once delivered. Please consider the product care required for the item you are ordering, possible weather conditions and theft. Perishable goods are not to be left in extreme weather conditions (ie, heat and direct sunlight, rain, high winds, etc). Please plan accordingly. Refunds will not be provided.
Creative License
At Scratch Baking Company, we will follow customer provided recommendations, directions and specifications to the best of our ability for custom or semi custom cake and cupcake orders. However, creative license is often needed to ensure that every product that leaves our hands will reflect our highest of standards. Every item that leaves our kitchen is handmade, meaning each item is unique. Scratch Baking Company cannot guarantee 100% accuracy in regards to color matching, proportions, or composition as stated in our Cake Contract.
Order cancellations
All cancellation requests for non perishable products must be submitted within 2 days of placing your order.
Cancellation requests for perishable items must be received within an hour of online order placement. These items include treat boxes, celebration cakes in our Cake Collection and our Dry Mixes.
Once preparation and baking has commenced, there are no refunds provided for cancellations or modifications. However, at its sole discretion, Scratch Baking Company may grant cancellation and/or full or partial refunds after orders are baked depending on circumstance. For order cancellation or modification requests, please email us at scratchbakingcoNY@gmail.com immediately. We will do our best to accommodate your needs, however, such requests may not be possible due to the order processing schedule.
Custom orders have a separate policy. Please refer to your cake contract for that information.