Our Guarantee The Poppery will provide a professionally decorated dessert as specified in the invoice or contract. We value all our clients and appreciate you for choosing us to help with your special event. Each order is made with care, and we guarantee the flavors and general design elements will be met as outline in your invoice or contract. If there are any issues with your order, they must be brought to our attention while in our shop or at the time of delivery. Once your order has been accepted by you or your representative no refunds will be considered.
Allergy Disclaimer Please be aware we are not an allergy free facility and while we will make all efforts to prevent cross-contact there is still a risk of the allergen being present in our products.
Refund Policy The Poppery will not offer refunds or exchanges for custom products that meet our quality standards once an order has been picked up/delivered and "accepted" by you or your representative. Once an order has been picked up from our location or delivered all products are the responsibility of the customer. Requests for refunds due to decorating style, color shade or general decoration will not be honored or considered. All invoices which contain the agreed upon details of the order will be emailed to clients and should be fully reviewed in advance of your order. Refunds will only be considered if flavor, size or general description do not match the details outlined on the invoice.
Refunds requested for flavor or texture after the order has been accepted and picked up will be at the sole discretion of The Poppery.
Any refunds granted by The Poppery will be given in the form of store credit to be used on future custom orders and will not be available for use during holidays or for retail purchases.
Design Variations The Poppery will make every attempt to provide the exact design specified in images provided by the client and to match all colors provided. Custom cakes and custom desserts are a work of art and it may not be possible to match an exact shade of color or the exact design. The final product provided to the client may be subject to slight variations but matching the general design will be achieved. The Poppery does not offer discounts or refunds if there is a slight difference in color or slight variation to design. In the event a major variation is required The Poppery will communicate this to the costumer for re-design approval.
Care and Handling The Poppery is not responsible for any damage to the cake or other goods once they are picked up from our store or delivery is complete. The client is responsible for following the care instructions provided when picking up their order or during delivery.
If you or your representative elect to pick up your cake, all responsibility for safe travel of the cake is assumed by the client and The Poppery is not liable for the condition of the cake once it leaves our possession.
Cakes require support: Please be aware that your tiered cake (and sometimes one tier cake) may contain wooden dowels, plastic dowels, bubble straws, parchment paper, and cardboard in-between the layers. A dowel rod usually supports the entire cake for transport and goes straight down the middle of the tiers. IT IS ADVISED TO NOT SMASH FACES INTO CAKES.
Deposits, Payments, Cancellations A deposit is required to consider your order confirmed and for services to be rendered as outlined on the invoice. The remaining balance for your order is due upon pickup or at least two days before delivery. Any changes to an order must be made at least five (5) days before your order pickup or delivery date. Any requested changes are not guaranteed to be accommodated and are subject to additional charges.
All deposits are non-refundable. For cancellations made before ten (10) days of your order deposits may be transferrable to another custom order date but cannot be used towards holiday or retail items.
If deposits are not received at least one week in advance of your order date The Poppery cannot guarantee your spot on our schedule.
Photographs and Marketing We respect the privacy of all our clients. We will not disclose the identity of clients (photographs of people, last names, event details, contract details) without permission. We do however, reserve the right to photograph baked goods and use those photos on our website, social media, or marketing materials. We also reserve the right to use any photographs for display or promotion without compensation to you.
Rental Items All rental items will be for a seven (7) day period. This period includes the day of the event and then six (6) days after. A late fee will be imposed of $25 per day for all rentals not returned by the due date. Should any of the rented equipment not be returned or are returned damaged in any way, the renter will not receive their security deposit back. All rental rates, return dates, and refundable deposits will be noted on the invoice or contract. The returnable security deposit will be refunded when ALL rental items are returned in the same condition as rented.