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Frequently Asked Questions
Q: WHERE ARE YOU LOCATED?
We do not have a brick and mortar location for walk-in customers. We meet our customers for scheduled pick-ups at 1525 Glenn School Rd. Durham NC 27704. The exact pick-up location will be included in your invoice or in the email you receive confirming your Online Store order.
Q: HOW DO I ORDER?
1) Visit the "Order" tab and click the Online Store button to place your standard orders for cakes, cupcakes, etc. We will contact you to confirm your order and the pick- up details.
2) For Custom/Special orders: Click the Order tab & complete the order form. Please be sure to include as many details as possible. Inspiration photos can be emailed to firstname.lastname@example.org. We'll get back to you within 24 hours to confirm your order. You will receive an invoice with the order details & pick-up information. Please review ALL of the contents of your invoice BEFORE making a payment.
Q: ARE YOU LICENSED AND INSPECTED?
Yes, our kitchen and our related work space has passed inspection. We are registered by the State of NC Dept. of Food & Agriculture and licensed with the City of Durham.
Q: WHY AREN'T YOUR "ORDER" TAB & REWARD REGISTRATION LINK WORKING?
If you have been redirected to our mobile site via Facebook or Instagram you are most likely not using a Google Chrome or Safari browser. Reopen the site in Chrome or Safari and it will work. If it doesn't, please email or text us to let us know.
Q: IS THERE A DEPOSIT?
For all large orders (excluding wedding orders): A 50% non-refundable deposit is required. The 50% deposit is due one month prior to pick up. However, if your event is less than a month away when you place your order, you will be required to pay the full amount by the date(s) indicated in your invoice. You will receive ONE payment reminder. If the deposit is not received by 5:00 pm on the due date indicated on your invoice, the order will be canceled. The remaining balance (50% of the total) will be due 2 weeks before your order will be picked up. The deposit can be paid online via Visa, Master Card, Discover (we will send you an electronic invoice to collect the payment via Square, the pick-up details will be included in the invoice).
For all other orders (excluding wedding orders): Full (non-refundable) payment is due 2 weeks prior to your desired pick-up date. However, if you are ordering less than 2 weeks in advance, the full (non-refundable) payment will be due at the time that your order is placed or by the date indicated in your invoice.
Q: DO I NEED TO REFRIGERATE THE CAKE OR OTHER ITEMS?
Yes, please refrigerate your cake until you are ready to serve it to guests. Cakes should not be left in a hot vehicle or room. Frostings and fillings have potential to melt in high temperatures. Cake care instructions will be included in your invoice.
Q: CAN I MAKE CHANGES TO MY ORDER AFTER IT HAS BEEN PLACED?
No, after the final payment has been made, no changes can be made to your order.
Q: HOW FAR IN ADVANCE DO I NEED TO ORDER?
We make all of our items to order so a notice of at least 3-5 days is required for small standard orders. For custom orders, please order 1-2 weeks or more in advance. For large orders orders please order 2 weeks to 1 month (or more) in advance. Your order will not be secured until you have made your deposit payment.
Q: DO YOU ACCEPT DEBIT & CREDIT CARDS?
Yes, we accept cash & debit/credit cards.
Q: WHAT IS YOUR REFUND POLICY?
While customer satisfaction is our priority, we do not offer refunds. We will do our best to ensure that the items you receive are to your liking. Please check your purchase at pick-up for approval. In the very unlikely event that Mom & Pops Cakes & More cancels your order, due to health, family emergencies or any other reason outside of our control, a FULL refund will be provided to you.
Q: WHAT IF I NEED TO CANCEL MY ORDER?
Your payment is transferable to another order in the event of a cancellation WITHIN 2 WEEKS of the original pick-up date IF we have the availability to accommodate the newly desired event date. Please note that this only applies if your order has not already been completed at the time of your notice of cancellation. Please contact us as soon as you are aware that your event is canceled or postponed. **This does not apply to large orders or wedding orders where a contract has been signed. Please refer to your contract for the cancellation policy.
Q: WHERE DO I PICK UP MY ORDER?
You will receive an invoice or an order confirmation via email which will include the location and time to pick-up your order. The location will be in the Durham, NC 27704 area.
Q: DO YOU DELIVER?
Yes, some orders qualify for delivery (within a 30 mile radius). Deliveries will incur a delivery and/or set up charge. A cake delivery & set up fee will be added to the cost of tiered cake orders and other large orders that require delivery/set up. We know how important your event is for you so we deliver & set up wedding cakes or other large celebration cakes & dessert displays locally to make your day easier and more stress-free.
Q: DO YOU OFFER CAKE TASTINGS FOR LARGE EVENTS & LARGE WEDDINGS?
Yes, our tasting boxes are currently $35 per couple and will include 4-5 pre-selected flavors (customer favorites) for you to enjoy in the comfort of your own home. Kick your feet up, turn on some soft music and do what cake lovers do...eat a variety of cake! The cake-tasting boxes must be ordered at least 3 weeks in advance and our Wedding Cake Questionnaire must be completed before the tasting.
Q: HOW ARE YOUR CAKES PACKAGED?
Our cakes are packaged in cake boxes of varying sizes. Our cupcakes are currently packaged in clear cupcake containers. Our cakepops are individually wrapped & packaged in a gift bag or a truffle container (if stickless). Arrangements can be made for gift-giving purposes for an additional fee: the cakepops will be placed in a vase, coffee mug or glass with tissue paper and a floral pick that will contain a "to/from" card.
Q: WHAT ITEMS DO YOU SHIP?
We ship cakepops, chocolate covered Oreos, and chocolate/caramel covered pretzels (October-February only).
Q: HOW MANY DAYS DOES IT TAKE FOR THE SHIPMENT TO ARRIVE? SHIPPING & HANDLING COSTS?
We send all of our packages with Priority 2-day shipping. If shipped on Monday it will arrive Wednesday, Friday shipments will arrive on Monday. The cost of shipping & handling starts at $8 & potentially increases based on the weight of your package.
Q: HOW MANY SERVINGS DOES EACH CAKE SIZE YIELD?
6 inch round cake: 8-12 (this size is only available when included in a tiered cake or as a tall/"double barrel" cake)
8 inch round cake: 18-24
10 inch round cake: 30-36
12 inch round cake: 50-60
9 x 13 Quarter Sheet Cake: approximately 36 servings (1.5" x 2" servings)
12 x 18 Half Sheet Cake: 70 (1.5" x 2" servings)
10 inch Bundt Cake: 16-20
**A servings chart will be included in your invoice and is available upon request.**
Q: DO YOU MAKE CUSTOM/PERSONALIZED CAKES/CAKEPOPS, ETC? IS THERE AN EXTRA CHARGE?
Yes, we offer various designs and colors. Please call us or message us your request in the "Contact Us" section, once we have more details we will reply with the price.
Q: DO YOU MAKE GLUTEN-FREE, SUGAR-FREE OR VEGAN CAKES?
No, we do not offer these types of cakes at this time. To err on the side of caution, if you have any food allergies or dietary restrictions we recommend that you do not consume our cakes or other items that may potentially contain allergens.
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