Customer Service


Our customer service personnel are available from Monday to Friday, 9am to 5pm. If you wish to discuss a new order, have a query regarding an existing order or would like to find out more about our cakes, parties or studio you can contact us by email at jeanette@jeanettescakes.com or call +1 289 400 5116

Ordering

Cake, cupcake and confectionery orders can be placed online, in-store, by email or over the phone. Information about customization options, minimum orders and lead-times can be found in the relevant product description section on our online shop. Alternatively, you can call one of our sales team on +1 289 400 5116 or send an email to jeanette@jeanettescakes.com

Collect

Cakes, cupcakes and confectionery orders can be collected from our in-store address, 481 North Service Rd West, unit A 42. Our cakes are custom made for you and therefore we schedule our orders to be picked up at pre arranged times.

Once collected, the responsibility for any damage through transportation lies with the customer.

Should for any reason an order not be collected in time, we will retain it for 24 hours to allow you sufficient time to call our customer service team on +1 289 400 5116 to re-arrange a new time for collection. Please note that we do not offer refunds or replacements for orders that have not been collected within 24 hours after the agreed date and time.

Delivery & Shipping

We deliver as far as Bowmanville, Newmarket, Toronto, and Grimsby, for a flat rate of only $15! This is for a standard package size with a 12″ x 12″diameter. For larger packages and Wedding cakes we will give a custom quote.

We have a large selection of cakes and confections that can be ordered online. A minimum purchase order of $50.00 is required. We require a minimum of 1 week notice. For Rush orders please call us directly and we will try our best to accommodate a rush order.

Call us at 289 400 5116 , e mail us or order on line, and we’ll bring it right to your doorstep!

*Important Information: We use a third party delivery service and do not deliver our baked goods ourselves. We cannot offer a guarantee on any baked goods delivered through this service, and while their drivers are both professional, courteous and cautious, delays and/or damages can occur.

Please provide clear delivery instructions and a contact number for our delivery service. If, for any reason, the delivery cannot be accepted at the agreed time and location, our driver will take your order back and we will retain it for the next 24 hours during which time you can call us to request re-delivery at an additional charge or to arrange personal collection from the Bakery. Please note that damage to cakes and cupcakes can occur due to prolonged time in transit.

Changes to Existing Orders

If you have spotted an error on your order confirmation or would like to make changes to an existing order, please notify us within: 72 hours before delivery or collection

Please note that any changes to your existing order may be chargeable. We therefore recommend that customers always double check order details, such as dates, cake size and personal messages, before confirming their order as we may not be able to offer refunds or replacements if incorrect information has been given.

Cancellation

If you wish to cancel your cake order you must give us the following minimum notice to qualify for a credit or refund:
For all personalized decorations, cakes and cup cakes from our cake shop collections we require 7 days notice before delivery or collection.
Custom cake orders are refunded in full 4 weeks prior to delivery or collection.
Wedding cakes are only refunded at 50% of the total cost 6 weeks prior to collection or delivery

* Please be sure of your order since we do not offer refunds on orders placed online. Please contact us if you have questions.

Refunds & Returns Policy

We will always do our best to prepare, pack and deliver your product(s) with the utmost care. Nevertheless, accidents can happen and so we ask that you check your order is correct before signing your delivery/disclaimer note. In the unlikely event that you find your order is incorrect, incomplete or damaged on delivery, please inform our customer service team immediately on +1 289 400 5116 and we will do our best to send a replacement in time.

To claim a credit or refund, please return the item to us for inspection or provide photographic evidence together with a proof of purchase (till or online receipt) within 48 hours upon receipt. Unfortunately, we are not able to offer any refunds without the requested evidence and proof of purchase. Please note that we can only credit a refund to the card used to purchase the item.