Policies

ORDERS & PAYMENTS

We require full payment, up front, to secure any and all orders. Orders will not be documented, until they are paid in full. An invoice will be sent via email. You may pay using the Invoice Pay link (via credit, credit/debit, Etransfer (email on invoice), Google Pay/Apple Pay) or stop into the shop to pay (Accepting Cash, Debit or Credit).

RETURN AND REFUND POLICY

Thanks for ordering/shopping at Heavenly Sweet Creations Cafe Inc. If you are not entirely satisfied with your purchase we’re here to help.

Sorry, there will be no returns, refunds, or exchanges accepted for perishable items, unless an error has been made with an order. We strive to make our customers happy and to fulfill your orders perfectly every time, however, if your order has an unfortunate error, please advise us immediately upon pick up! Please allow us time to correct your treat order, if at all possible. If there is no time, please accept our sincerest apologies. A partial refund or credit will then be provided. 

PRODUCTION TIMES

At Heavenly Sweet Creations Cafe we are committed to creating the most beautiful and tasty treats available. Each order is made as received or prior to pick up date. Most items can take from 2-3 business days. Custom orders and orders that are more involved can take 5 business days or more depending on the complexity. During the holidays and wedding seasons, we experience a higher volume of orders. Please give yourself ample time, before your event, to place your order. If you need an order by a specific date, contact us before placing your order.

CANCELLATION POLICY:

We require a 72-hour notice for all sweets orders placed. A 75% refund will be given and refunded to the credit card used or put on a gift card for in-store credit. NO CASH REFUNDS WILL BE GIVEN. Heavenly Sweet Creations Cafe retains 25% of the order price for transaction fees in processing orders and refunds, ingredients ordered and prep-work done for orders placed. Failure to receive a notice for cancellation within the specified period will result in no refund given. The notice is from the TIME AND DAY of pick-up or delivery requested. 

Any product that is not picked up on the day and time the customer requested will not be refunded or be given in-store credit.

DAMAGE

DELIVERY POLICY (for Treat Boxes Only)

We don’t offer refunds or replacements on any deliveries damaged or stolen as a result of the recipient not being home. This includes, but is not limited to inclement weather and inaccurate shipping information.

For houses with an accessible front door, we will ring the doorbell or knock. If there is no answer, we will leave the treats in the area we deem to be the most protected. We will text the recipient to let them know that the treats are there. It is their responsibility to retrieve the treats in a timely fashion.  

For apartment buildings and condominiums, we will call the recipient to meet us in the lobby or let us in to deliver to their unit. If there is no answer, we will leave the treats with the concierge if available. If we are unable to reach the recipient and can’t leave the box with the front desk, we will bring the treats back and arrange another delivery time. There will be an additional charge.

It’s important that the recipient’s phone number is included when sending a gift.  If no phone number is provided, we can not notify them of the delivery.