Frequently Asked Questions

Order Placement and Fulfillment
Standard Orders: All standard cinnamon roll orders (individual or boxes) are filled on a first-come, first-served basis during standard business hours.

Large/Custom Orders: Orders requiring one dozen or more cinnamon rolls, custom flavors, or special packaging must be placed at least 24 hours in advance. A 50% non-refundable deposit may be required at the time of order placement.

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Pickup/Delivery:

Pickup: Customers must pick up their orders during the agreed-upon window. The bakery is not responsible for the quality of items not collected on the scheduled date.

Delivery: Delivery is offered within a specified radius (to be defined) for an additional fee. Delivery personnel are instructed to wait a maximum of 5 minutes at the drop-off location before returning the items to the bakery.

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Product Quality and Freshness
Freshness Guarantee: Rolls are baked within 24-48 hours of a market or sale. Freshness is guaranteed for 24 hours beyond purchase provided they are stored covered and as intended. 

Allergen Information: While we can note the ingredients, we cannot guarantee a product is free of common allergens (wheat, dairy, eggs, nuts, shellfish, et: 

Katie’s Bakes rolls are best consumed within 24 hours. To store longer, wrap tightly or in a ziplock bag and refrigerate for up to 3 days or freeze for up to 1 month.").

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Payment
Accepted Methods: We accept cash, major credit/debit cards (Visa, Mastercard, Amex), and mobile payment methods (Apple Pay, Google Pay).

Pricing: All prices are clearly marked. Any special pricing or promotions must be verified before being applied.

Gratuities: Tipping is optional and appreciated for excellent service.

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Customer Return and Refund Policy (Cinnamon Rolls)
Due to the perishable nature of our products, our return policy is designed to ensure customer satisfaction while maintaining strict food safety standards.

Eligibility for Refund/Exchange
A refund or exchange is only available if:

Quality Issue: The product is determined to be genuinely defective (e.g., significantly undercooked, incorrect flavor, foreign object found).

Incorrect Order: The customer received a product that was materially different from what they ordered (e.g., plain rolls instead of Pecan Sticky Rolls).

Timeliness: The issue is reported to the bakery within 2 hours of pickup or delivery.

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Ineligible for Refund/Exchange
We cannot offer a refund or exchange for:

Change of Preference: The customer simply did not like the taste or texture.

Improper Storage: Rolls that have been kept for longer than 2 hours without proper communication or that were clearly stored incorrectly (e.g., left in a hot car).

Partial Consumption: The majority of the order has been consumed (e.g., asking for a refund on a dozen rolls after eating nine of them).

Catering/Large Order Deposits: Deposits for custom or large orders (as defined in Section 1) are non-refundable once preparation has begun.

 

Required Procedure for Claims
To process a claim for a refund or exchange:

The customer must contact the bakery immediately (in person or by phone) within the 2-hour window.

The customer must return the uneaten portion of the roll(s) in question, along with the original packaging and receipt, to the bakery for quality inspection. No refund or exchange will be processed without the physical product returned.

Upon inspection by a manager, if the defect is confirmed, the customer will be offered the choice of:

Full refund for the affected item(s) via the original payment method, OR

Exchange for a fresh replacement of the affected item(s).

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Cancellation Policy
Standard Orders: Standard cinnamon roll orders can be canceled for a full refund if the cancellation request is received before the rolls have been placed in the oven.

Large/Custom Orders: Cancellation must be made 48 hours before the scheduled pickup/delivery time to receive a refund of the 50% deposit. Cancellations made after this window forfeit the deposit.