Terms & Conditions
These Terms and Conditions apply to your use of the Suga website and/or products by the same. By purchasing one of our products, you are agreeing to the following terms:
***Allergen Notice: Our products may contain or may come in contact with equipment that processes peanuts, tree nuts, eggs, milk, dairy and wheat***
PAYMENT POLICY
Custom Sugar Cookies require pre-payment in FULL to reserve desired date/time.
50% of the total is non-refundable. Payments may be made via Venmo, Cashapp or via Credit Card using a secure online payment form that I will provide for you. For payments using a credit card, a 3.5% transaction fee will be added to your invoice.
Orders and dates are NOT held or secure until payment is received. There is a 24 hour courtesy period between providing the final quote and receiving payment before releasing the availability to someone else.
ORDER CANCELLATIONS & REFUNDS
(Different policy for Weddings, see Wedding section)
For a 50% refund, cancellations will be accepted up to 7 days prior to the scheduled pick up time only. No refunds will be provided for orders that are cancelled with less than 7 days notice due to costs incurred by the initiation of an order. If a prepaid order is not collected by a customer at the pre-arranged pick up time, Suga is unable to provide a refund for the order.
If you’d like to cancel your order, you must do so directly by contacting jessica@dbjess.com.
DAMAGE
Suga is not responsible for damage that may occur to an order after pick up or delivery. Suga takes all care and effort to ensure the integrity and quality of all products. All orders that leave our kitchen are created with the highest care possible. Once an order is received by a customer from the Suga premises or otherwise agreed upon pick up location, we relinquish all responsibility for an order's condition and appearance as we no longer have control over the product. We provide all customers with care and handling instructions verbally. If an order is damaged during transit or anywhere that is not on Suga premises, it is at the discretion of Suga to remedy accidental customer damage.
INGREDIENTS AND SEASONALITY
At Suga we use fresh and specialty ingredients all the time, however, sometimes seasonal ingredients and certain specialty imported items may not be available when supplies for your order are being acquired. If this occurs you will be contacted immediately to select an alternate flavor or opt for a refund.
ARTISTIC LICENSE DISCLAIMER
Everything at Suga is customized to particular decorative specifications; however all cakes are subject to the artistic expression of Suga. All products are handmade and unique, so no two are ever the same. As such, cake garnishes, glitter, edible gold, sparkles, fresh flowers and other decorative elements, will change from time to time depending on their availability. If a certain styling element is unavailable, Suga will replace the element with another to maintain the artistic integrity of the finished cake. None of our products will ever replicate or look identical to another photo and we will not make direct copies of other baker's work.
Suga is not able to provide a refund for a cake or other product that does not look identical to another photo.
LOCAL PICK UP POLICY
All orders are to be picked up from Maumelle, Ar. Address disclosed after payment is received.
A few days before your pick up date, we will arrange a pick up time reserved just for you. Because everything is made fresh to order, we schedule pick up times (not windows) to best acommodate multiple orders daily and other business operations. Changing times or tardy arrivals can seriously affect our business and punctuality for others. We allow a 20 min courtesy window for unexpected delays. Late arrivals after that courtesy period who do not contact us are liable to not receive their order upon arrival as we may no longer be on site. Pickups may be rescheduled (time dependent on availability) but items will not be remade fresh.
CUSTOMER DISSATISFACTION
Suga is committed to quality and exceptional customer service. We really want to make sure you're happy, and if you're not, we want to know how we can improve. If a customer is dissatisfied with our products or service, we encourage customers to email jessica@dbjess.com.
ORDER CHANGES
Changes can be made to cake orders up to 5 days prior to the scheduled pick up time. All changes must be submitted to jessica@dbjess.com.
LICENSING AND ALLERGENS
Suga operates out of a home kitchen which is exempt from state licensing and inspection. Suga is a Cottege Food operation that is not subject to routine government safety inspections.
All baked goods contain wheat, eggs and dairy. Traces of soy and nuts may be present due to food being prepared in a kitchen where those ingredients are present. Please let Suga know if you suffer from any allergy or sensitivity when placing your order, so that we may take extra precautions, however cross contamination can occur.
Our products are absolutely not gluten-free, dairy-free or sugar-free.
DELIVERY POLICY
Suga offers a delivery service for a fee, that will guarantee a customer’s order arrives in pristine condition as intended. Suga will repair or remedy any damage, if it occurs in transit with the Suga delivery service. Our delivery service is subject to the delivery location and the availability of our driver and requires approval from Suga. If we are able to deliver to your location, we will arrange for the order to be delivered to the address provided by the time agreed upon. Customers must ensure a person is available to receive a delivery during the time slot chosen. In the event where the courier arrives at a location and is not able to deliver the product, the courier will not be able to wait, and will return the product to Suga's premises, at the customer's expense. Once a product is delivered, Suga
releases all responsibility for the condition of the product. Suga will not be held responsible for the condition of an order after the cake has been received by the venue or customer.
WEDDING DEPOSIT & PAYMENT TERMS
Weddings can be booked up to 6 months in advance and no less than 1 month in advance.
Wedding cakes require a 25% deposit to secure the date. This deposit is NON-REFUNDABLE. This deposit is applied to your total balance and reserves your date until the remaining balance is due.
Remaining balance is due 60 days prior to wedding date. Once full balance is paid, 50% of the total order is non-refundable. Late payment could result in the loss of your wedding date reservation and the loss of your deposit. Only full payment at this stage guarantees a cake on your wedding date.
Cancellations can be made up to 30 days prior to wedding date for a 50% refund, after which there is no refund. Headcount reductions should be made at this stage as this is the last opportunity for a refund of any kind.
Changes that increase order total (head count, design, flavors etc) can be made up to 15 days prior, after which no more changes can be applied to the order. Changes that reduce the total cost of the order will not receive any refunds at that stage as all relevant supplies and prep for your order has already been initiated.
WEDDING TASTINGS
Tastings are reserved for wedding orders quoted at $300 and up.
Once your wedding date has been confirmed as available and headcount/initial design quote exceeds $300+, tastings can be scheduled and are subject to availability.
Our tasting boxes consist of of 4 cake flavors (2-3 servings each) with a curated mix of our most popular flavor frostings and fillings, using the client’s preferences in mind. If your order includes cookies, cake pops/balls, or macarons, a custom tasting box can be curated to represent those items.
To hold your wedding date, a deposit is required. Tastings are not complimentary, please inquire for tasting prices.
OTHER WEDDING TERMS
Supplementary sheet cakes can be used for larger headcounts to accomodate more guests than the main cake can serve. Sheet cakes have a lower serving cost than the main cake and are an available option for any wedding cake serving at least 50. Sheet cakes are not offered as a service for cakes that serve less than that.
Suga is not responsible for food borne illness as a result from inproper handling of florals by florists or other entities outside of our kitchen. When we are responsible for the florals they will always fit the cake's aesthetic and be appropriately handled with food safety in mind (cleaning stems, individually wrapping them before placement, organic flowers when possible etc). If you opt to have someone else add florals to your cake you acknowledge and accept that the finished look of the cake may differ from your original vision and that the florals may be improperly handled. A waiver will need to be signed if you opt out of Suga being in charge of floral placement. Any damage caused by other parties when adding florals, toppers or other decorative objects is not the responsibility of Suga.