FAQ's

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Q. Are all of your products Organic & Non-GMO?  

A.. That would be ideal however, cost and availability make it hard for everything to be organic. All ingredients are Non-GMO. 

Q. Is the Palm Shortening you use sustainable?

A. Absolutely! The only palm shortening we use is sustainable and “Rainforest Alliance” certified. 

Q. Will your cakes come with frosting on the cake?

A. For local customers that we hand deliver to, yes. When we ship, we send naked cakes and provide frosting in a glass jar so that you can apply it at home. This allows us to keep the cost of shipping low and protects our cakes from arriving in less than perfect condition.

Q. Will you provide a tracking number for my order? 

A. Yes. Immediately after a shipping label is created you will receive a tracking number.  Once an order has shipped it can take 24-48 hours until the tracking information becomes available through USPS. 

Q. How long will it take to ship my order?

A. Due to current circumstances, to ensure our mutual health and safety as well as ensure the freshness of our cakes, we will process your order within 3-7 days after placing it.  Once an order leaves our facility you can expect delivery within 1-3 business days. 

Q. Do you offer expedited shipping?

A. Yes, we do. Please email us at ryan@heartfeltbakehouse.com to discuss your needs. Please note, there will be additional costs associated with an expedited shipment. 

Q. What happens if I accidentally enter the wrong shipping address?

A. We understand that this sometimes happens. If you catch it before your order is shipped, email us and we will make the adjustment no problem. If your order has already been shipped, we cannot refund your payment but will be happy to resend you a new order with a 20% discount.

Q. What if I decide to cancel my order?

A. If your order hasn’t been shipped you can cancel by sending an email to ryan@heartfeltbakehouse.com. If your order has already been shipped this would fall under our return policy which is explained below.  

Q. How should I store my cakes once they arrive. 

A. We include care instructions with each order. Our recommendation is as follows: if you plan to eat them all within a week, then place them in the fridge. For longer storage, freeze them and remove 40 minutes before eating to allow the cake to reach room temp - the ideal temp for maximum enjoyment. 

Q. What is your return policy?

A. Given the nature of a baked product all sales are final. If your cake arrives and is damaged, snap a photo and reach out to us. We will make it right.