Frequently Asked Questions

Your order is not confirmed until the non-refundable deposit or full payment is received. This is due 48 hours after your invoice has been sent. Failure to make this payment may result in your order being cancelled.

Any last minute orders placed with less than 5 days notice will be subject to a 10% up-charge to the total. 

If you are more than 30 minutes late to pickup without contacting Sweets by Sue to make other arrangements, your order will be returned back to my home bakery and you must make other pick up arrangements that fit within my schedule. Pickup date/time may change from the original arrangements.

No shows will not be tolerated and a refund will not be issued. The baked goods have already been made. 

Reasonable changes to your order may be made up to 2 weeks prior to the event. Additional costs may be incurred depending on the nature of the changes.

Minimum 72 hours notice is required to cancel your order. Your 50% non-refundable deposit will be lost if a cancellation occurs. A new deposit may be required for any future orders placed. Depending on how much preparation goes into your order, will determine the refund amount. 

It is your responsibility to check your product upon pickup or delivery. Once you leave with it or the delivery person leaves the premises, there will be no refunds. We are not responsible for how the product is handled, where you place it, or what you do with it once it has left our bakery. Our bakery will not be responsible for damages to your product once it leaves our facility.

We do not provide refunds if: Refunds requested due to style, decorations, colour/shade/tint, size of decorations, or misunderstanding about the design, misunderstanding of the overall general design concept, ordering a flavour you didn't like (taste and/or texture), or failure to order what you actually wanted, imperfections caused by weather, heat, humidity, rain, ice, freezing, snow or other factors beyond our control will not be honored.

While we make every effort to provide exactly the decorations, sizes, shapes and colours you have requested, the creation of custom cakes and treats is an art and may be subject to slight variation and/or errors by the creator.

Your order must be accepted by someone at the address unless stated that you would prefer contactless delivery. If your package is undeliverable, it will be returned to my home bakery and will need to be picked up by the customer. No refunds will be issued for undelivered items, or the delivery fee. 

Sweets by Sue will not tolerate any disrespectful or rude behaviour towards myself, my home bakery, family, etc. If this occurs, no further orders will be accepted.