FAQS.

What is your cancellation, refund and exchange policy FOR ORDERS/GOODS?

Your satisfaction is our priority, and we’re committed to resolving any concerns/issues you may have. If there is an issue with quality, design, or color it must be brought to our attention at the time of pickup. Please note that custom orders are non-refundable, and we’re unable to accommodate exchanges or issue refunds once items have left our store. All cancellations must be received at minimum 2 weeks in advance for all custom orders, except for items ordered from our everyday menu, where only 48 hours’ notice is required. You must speak with a team member at SUGARED for any cancellations.

Please be careful with your bakery items. Refunds will not be given for items damaged by customers during transit. SUGARED is not responsible for damages to your treats after you take possession of your order. Your understanding is greatly appreciated.

What is your cancellation/refund policy FOR DECORATING CLASSES or event reservations/bookings?

Please read before completing your bookings or registering. Any bookings or registrations made will assume agreement to these terms.

Reservations for the afternoon tea sessions are specific to the selected time slot and cannot be exchanged for another time or date. Each reservation is for one person only. Payment is required at the time of booking and is non-refundable.

​Class bookings/tickets are non-refundable and non-transferable.

​If you cancel before 14 days in advance of a class, you will receive a credit of the value of your class (less a $10 booking fee) for a future class.

​If you cancel within 14 days of a class taking place, we offer a 50% credit towards a future class (less the $10 booking fee).

If you cancel within 7 days of a class taking place, no credit will be given.

All classes include a non-refundable $10 booking fee.

If for any reason we need to cancel the class (*with the exception of Force Majeure or Acts of God – see below) we will give you as much notice as possible and issue a credit for a future class.

*Force Majeure /Act of God: If an act of god / force majeure prevents us from being able to run the class, an alternative date will be scheduled for you to attend.

Postponement of class: If for any reason we we are unable to run a class on a specific date, we will give you as much notice as possible and provide an alternative date for the class to run.​

Inclement Weather: If inclement weather prevents us from running a scheduled course, or if we are unable to run the course, an alternative date will be scheduled for you to attend.

​Class Content: Classes are developed with the intention of teaching you skills and techniques for creating similar styles on your own cakes and cupcakes at home. We do not allow any of our classes to be reproduced or taught - you may not teach our designs, techniques, or collections in your own classes.

Thank you for your understanding.

What size cupcakes do you offer?

We offer grand (large), classic (medium) and petite (mini) sizes. We sell classic cupcakes in pairs daily. Grands are available in any quantity and petite are sold by special order (at least 48 hours in advance, paid in full).

DO YOU OFFER DELIVERY SERVICES?

Delivery is available via GRUBHUB for a selection of our baked items only.

What types of payment do you accept?

We currently accept CASH, VISA, MasterCard, Apple Pay, American Express and Discover.

When is payment due for my SPECIAL order?

All special orders must be paid in full at time of order. If this is a very large order, months in advance, special payment installment arrangements can be made by discussing with the manager only. However, all payments must be received no later than 3 weeks prior to the event.

how should I store my baked treats?

We bake our items and make our icing daily. Our cupcakes/cakes are best on the day they are made. We recommend storing them in the refrigerator. However, please note cold air may cause them to dry out. It’s best to store them in an air-tight container. They should remain fresh for up to three days.

How far in advance must I place a special order?

As a family-owned small business, we have limited capacity for special orders. Please order as far in advance as possible (at least 1 week for cakes), especially for custom designs or large orders.

Is your store a nut/gluten/dairy-free environment?

While we offer gluten “freendly” and nut “freendly” gourmet bakery items, it’s important to note that all of our treats are prepared in the same kitchen. Consequently, there is a potential for cross-contamination. We use the term “freendly” to indicate that our treats cannot be certified as nut-free or gluten-free products as we are not a certified facility. While we do not incorporate or offer any nuts in our baked or frozen goods, it’s worth noticing that some of our ingredients may originate from facilities that handle allergens including peanuts, tree nuts, soy, milk, eggs and wheat. Customers with food allergies should exercise caution and acknowledge the potential risk. We do not accept liability for any adverse reactions resulting from the consumption of our products, or items one may come in contact with while consuming our products.

Currently we do not offer any dairy-free or sugar-free baked items on our menu. However, we do offer dairy-free options and frozen treats with no added sugar. These include our delicious sorbet and oat-milk ice cream/milkshakes.

Do you offer Gluten-Free, EGGLESS OR Vegan CUPcakes & cakes?

Gluten: We offer gluten-freendly baked items by special order. Customers with gluten sensitivities should exercise judgment in consuming our gluten-freendly items as we are not a certified gluten free facility.

Vegan/Eggless: Sorry, we do not offer any vegan/eggless options at this time.