Location:
My bakery is located in my home, 2007 New Deal Potts Road, Portland, TN 37148. I do not keep bakery items in stock and only bake to order. All collections (pick-up) and deliveries must be scheduled in advance.
Business hours:
I do not have a formal storefront, but I do offer scheduled collection from my home. Please check out my contact page for my business and collection hours. This can vary with seasonal changes, holidays, and my availability due to weddings or large custom orders. If you’re thinking about planning an event (large or small), reach out to double check availability.
Please keep in mind that I prefer you call or email before stopping by for a consultation. If you prefer a sit down consultation, please reach out to schedule a meeting with me.
Communication/Questions:
You can reach me via phone or email. I prefer to avoid using Instagram/Facebook/Text Messages, since I have found that it is easier to accidentally forget to respond or miss an order with those methods of communication.
While I am not always available via the phone, I will generally answer during business hours. If I do miss you, I will call you back at a time that is better suited for me.
If you’re emailing, add me to your contacts to better avoid any of my emails ending up in spam folders.
Responses can take 24-72 hours and I respond in order of retrieval. If your event is upcoming and requires priority attention, please call! I will be sure to respond accordingly.
Pricing Quotes and Custom Orders:
When inquiring about a price quote or a custom order, please provide me with as much information as possible (flavor(s), guest count, size of cake, date and time needed, colors, names, ages, any writing, photos, theme, inside or outside event etc.). If you have any pictures of what you would like, please include those but keep in mind that I do not replicate other people’s work. I can use it as a general guide when decorating your desserts.
Custom can mean many things to different people. To help out with that, here’s some information that may help you get started:
· Standard cakes can be customized through a note on your order during checkout if you’re wanting writing on top. If you’re looking for any other changes or additions, please reach out directly to me before ordering. Changes to standard cakes may result in an up-charge.
· As for some of my more elaborate cakes, many of them start at about $75 for a 6” round or $100 for an 8” round. We do have larger sizes depending on your serving needs.
· Custom sugar cookies start at $6 per cookie, minimum of a half dozen order of each design.
Quotes can take anywhere from 24-72 hours for us to create, this can include any phone calls or scheduled appointments. Please keep this in mind when ordering with me.
I do take last minute custom orders based on my availability. I charge a $50-100 rush fee depending on the complexity of the order.
General Orders
For all non-custom orders, you can use my lovely online ordering and schedule your collection date and time in the cart. Occasionally dates will be unavailable due to holidays, vacation, or large events. Those dates will be blocked off in the cart calendar.
Payments
All orders require payment in full prior to pick up unless told otherwise. Custom cake orders are required to be paid in full at least a week in advance, or may require a non-refundable deposit to hold your date. You will receive an invoice that can be paid online and has your due date. Please read everything thoroughly before paying so we can make any adjustments required. Any changes made after a paid invoice may not be accepted.
Smaller or non-custom orders are required to be paid in full at time of placing the order.
We use Square for all of our credit card processing and invoicing. We do not accept PayPal and Venmo, and I only accept checks for custom orders and deposits. All checks must be received at least 2 weeks before your event.
Delivery
I have limited availability for delivery and this is not something I can add on after an order is accepted. Tuesday-Thursdays I do require a minimum order of $75 plus delivery fee. Due to the high demand on Friday and Saturday, I require a minimum order of $150 plus delivery fee. My delivery fees can vary, starting at $45 and then based on distance, a potential additional $2-3 per mile. I do not offer delivery during our normal business hours.
Changes in Orders
I understand that life happens and sometimes things to need to change with your order. I will always try to be as accommodating as possible.
For custom orders, I accept changes (flavors, fillings and some designs) for your order with 7 days’ notice before delivery or pick up date. This does not apply for wedding orders or large events or cakes with very intricate designs. This is because for some designs (such as sugar flowers or 3D characters) I may need more than 10 days in advance to start working on the decoration of your cake or have already purchased specific supplies for your cake.
All changes must be handled and confirmed directly with me.
Custom Order Cancellations
For custom orders I accept cancellation up to 10 days before your pick up date or delivery.
I cannot accept cancellations on orders placed within less than 48 hours. I reserve the right to charge a cancellation fee if insufficient time is given, as stated above, due to costs incurred in the purchase, preparation and prioritization of the order.
Charges for cancellations will be as follows:
· In the event of an event cancellation your payment (minus any non-refundable deposits) is refundable up to 30 days prior to the scheduled event date and will be issued within 14 days of event cancellation notice.
· If your event is cancelled between 29-15 days prior to the scheduled event date a 75% refund will be issued within 14 days of event cancellation notice. You can be billed for any remain balance.
· If your event is cancelled between 14-8 days prior to the scheduled event date a 50% refund will be issued within 14 days of event cancellation notice. You can be billed for any remain balance.
· There are no refunds applicable for event cancellations within 7 days of the scheduled event date.
· If the balance is not paid in full 5 days prior to the event, any contract is null and void. JJ’s Bake Shop will no longer assume any further responsibility.
It is entirely up to JJ’s Bake Shop’s discretion to change or otherwise offer any other options to the customer.
Refund Policy
I take a lot of pride in all my products. All sales are final, with the exception of custom orders cancelled with sufficient notice (discussed above). In the unlikely event that you are not happy with your order, please let me know as soon as possible so that I can fix any error. You should return the uneaten portion within 24 hours. Partial or full refunds are decided on a case-by-case basis, but please note that we do not provide refunds in cases where an item was prepared correctly but a flavor or texture did not meet a personal preference.
We only give refunds in accordance with the refund policies stated below.
· Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for most custom orders
· Once you or a designated party has picked up an order and left the premise, it is considered “accepted” – I will ask to make sure that everything is correct such as the design, spelling, etc. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after leaving with your cake. In some instances you may bring the cake back in for design adjustments but this is an additional charge if the cake has been signed for.
· All products are the responsibility of the customer once it leaves my home. I am not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. I only give refunds in accordance with refund policies stated below.
· Cake flavor and texture is subjective. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavor or texture is determined to not meet my standards. Cakes must be brought back to me within a timely manner, preferably within 24 hours of pick up – please call or email me promptly to let us know of the issue. Quality determination is solely at the discretion of JJ’s Bake Shop. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credit percentages are based on how quickly the cake is returned, how much has been consumed, and what I determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.
· Any orders that are not picked up will NOT be refunded.
The following scenario is the only instance when we will provide a refund:
· If you come to my home for pick up or if upon delivery the cake does not meet your expectations, I will give you a refund (minus 25% handling/cancellation fee). This refund will be given as a store credit (no cash/money refunds will be given) NOTE: If we give you a refund, you CANNOT keep the cake. You can only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake.
***We do not give refunds under any other circumstances. Refunds are given within 14 days.
Guarantee / Disclaimer:
I always put in my best efforts to make sure that your order is decorated to the specification on your written order form. If for some reason something is not decorated correctly as stated on your order, I can usually make necessary changes right away.
Every order is hand-made. Decorative finishes are done by hand and are subject to my artistic interpretation. You may provide me with a photograph for inspiration and duplication; however, I make no claims for exact duplication of the work done by other cake decorators.
Please note that creating your order always requires a lot of details and information to avoid any possible errors. If you are trying to order a highly decorated cake over the phone, you should provide me with a sketch or picture (by email). Please note that I cannot read your mind and there are a lot of chances that the design of your cake will be different than what you are expecting if not enough information is provided. I will do my best to follow up with the appropriate amount of questions but assumptions will be made. I do not take responsibility if the color of the decoration is a different shade than you had in mind.
JJ’s Bake Shop is not responsible for any damage done to the product after it has been delivered and set-up or picked up by the customer. The client assumes full responsibility arranging for the caterer/servers to cut, serve, and remove all existing supports inside of the cake. All cake supports used are made of non-toxic products. JJ’s Bake Shop is not responsible for any injuries that may occur due to failure to remove the necessary supports. JJ’s Bake Shop is not responsible for any damage the product may suffer due to the environmental conditions in which the cake or desserts are stored or displayed (location, temperature, weather, etc). An extended period without refrigeration will deteriorate the cake as well as the decorations.
Allergen Warning
All products are made in a facility that uses milk, eggs, fish, shellfish, tree nuts, peanuts, wheat, and soybean. There is a chance of cross contamination.
All orders are subject to these policies listed above.