POLICIES

1. Ordering & Confirmation

How to Order: Submit through our website inquiry form, text, or email. We do not accept orders via phone to ensure every detail, design, and reference photo is documented in writing.
Response Time: 24–48 hours (excluding Sundays & Mondays). If you haven't heard back, please follow up—messages occasionally get missed or sent to SPAM!
Confirmation: Inquiries do not reserve a date. Spots are only secured once design details are confirmed, an invoice is issued, and your deposit is paid. Once details are confirmed on your side, we do require verbal acknowledgement that you'd like to move forward.
Invoicing: the invoice sent over will have ALL the details of your order including service date (date of pickup), product, description of product, and cost. The description is very detailed and it is the customer’s responsibility to make sure all the details are correct for their custom order. The invoice email has through instructions on how to open the invoice, view it, and change the amount to reflect the deposit. Paying the deposit is providing us with confirmation that all the details for your creation are correct.

2. Payments & Cancellations

Payment Terms: A 50% deposit is required to lock in your date. This is due 1 WEEK prior to your event date. Final balances must be paid in full prior to delivery (if we are delivering) or at pickup. Unpaid deposit payments and orders are subject to cancellation.
7+ Days Before Event: Full deposit refund.
4–6 Days Before Event: 50% deposit refund of what was paid.
1–3 Days Before Event: No cash refund. A one-time store credit will be issued (schedule permitting). Any unused balance is forfeited.
In-Progress Orders: Once baking/decorating has begun or specialty supplies have been purchased, all payments become non-refundable.

3. Pickup, Delivery & Transport

Inspection at Handoff: Please inspect your order thoroughly at pickup. Once an item leaves our shop, it is deemed accepted as-is.
Transport Liability: Once an order leaves our shop, Sugar Coma Custom Treats is no longer responsible for any damage that occurs during transport, setup, or handling. Please carry cakes flat, transport them on a level surface in a climate-controlled vehicle, and keep them refrigerated until your event.
Store Hours & Late Pickups: Pickups must occur during regular business hours. A 5-minute grace period is extended at closing. Pickups requiring staff to stay past this grace period will incur an after-hours fee of $15 + $1 per minute, payable prior to order release. Unclaimed orders past 20 minutes will be held until our next open business day with no refunds issued for missed events.
Unclaimed & Overnight Orders: If an order is not picked up within 20 minutes past closing and no contact is made, our shop will close. A flat $25 Overnight Holding will be added to your balance

4. Design, Flavors & Event Display

Design Accuracy & Color Variations: Custom treats are hand-crafted. Colors on digital screens can vary, so exact color matching is not guaranteed. If there is a design error on our end, please alert us at pickup so we can fix it before you leave.
Flavor & Quality: Flavor and texture are subjective. To be evaluated for store credit, the item must be returned within 24 hours (or next business day) with at least 75% of the product intact. Quality determination is at our sole discretion.
Outdoor Events: Heat, humidity, and direct sunlight will damage buttercream and fondant. We are not responsible for melting, sagging, or damage that occurs after setup at outdoor venues.

5. Allergies & Dietary Disclaimers

Allergen Notice: Our kitchen handles common allergens including dairy, eggs, wheat/gluten, soy, peanuts, and tree nuts. While we follow strict sanitization protocols, cross-contamination is always possible. We cannot guarantee a 100% allergen-free environment.

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