contact| Sienna Cakery

Terms of Service

CREATIVE LICENSE

At Sienna Cakery, our bakers, designers, and decorators will follow customer provided recommendations, directions and specifications to the best of our ability. However, creative license is often needed to ensure that every product that leaves our shop will reflect our highest of standards. Every item that leaves our kitchen is handmade, meaning each item is unique. Sienna Cakery cannot guarantee 100% accuracy in regards to colour matching, proportions, or composition.

PICK UP

All orders must be picked up on the date selected when placing your order. If, for some reason, you are unable to pick up your order on your pick-up date, please contact us at 860-264-2601 or email us at hello@siennacakery.com to discuss options. Orders not picked up on their pick up date are not eligible for a refund and a new order will need to be placed for a new pick up date.

CANCELLATIONS AND MODIFICATIONS

All cancellation requests must be submitted a minimum of THREE business days prior to your scheduled pick up. Once preparation and baking has commenced, there are no refunds or credit provided for cancellations or modifications. However, at its sole discretion, Sienna Cakery may grant cancellation and/or full or partial refunds after orders are baked depending on circumstance. For orders placed through our website, any refund will be minus the stripe payment fee originally paid when placing the order. For order cancellation or modification please contact (860)264-6201 immediately. We will do our best to accommodate your needs, however, such requests may not be possible due to the order processing schedule.

SHIPPING

Sienna Cakery ships throughout the United States using USPS as our third party shipping carrier. Orders are shipped once per week on Tuesday. The order cut-off for Tuesday shipping is 11:59 PM ET. All orders placed 12:00 AM ET Tuesday and later will be shipped the following Tuesday. We do not ship to P.O. boxes. Shipments can only be delivered to a street address within the United States. USPS will not to deliver to P.O. Boxes. Sienna Cakery is not responsible for delays in delivery times due to incorrect or incomplete addresses. Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or relabeling for USPS. Shipping charges will not be refunded for late deliveries in the event the business is closed or if the recipient is not available to receive the package when delivered, USPS may require a signature for delivery at the discretion of the driver. Estimated delivery timelines do not take unexpected weather delays into consideration, which may affect shipping and arrival dates. Sienna Cakery is not responsible for any USPS delivery delays due to the high volume that USPS is experiencing during the pandemic.

REFUNDS/RETURNS/REFUNDS

Due to the perishable nature of our products and how we are unable to control how our products are transported and stored once they leave our shop, Sienna Cakery does not accept returns, provide refunds or exchanges. If, for some reason, you are unsatisfied with your purchase and feel it does not match your expectations, please contact our Customer Service Team by emailing hello@siennacakery.com WITHIN 2 DAYS of the date you picked up your order and provide the following information: order number, photos of all angles including product and packaging, a detailed description of the issue and information on how your item was transported and stored. We will make every effort to address your concerns and make sure you are happy with your Sienna Cakery experience. Due to the perishable nature of our product, all claims submitted after the 48 hour pick up window or without proper photos, order number, transportation and storage information will not be eligible for re-order or credit. Circumstance pending, Sienna Cakery will issue a credit or re-order. For orders placed through our website, any refund will be minus the stripe payment fee originally paid when placing the order.