Frequently Asked Questions

1. How do I place an order?

For custom orders you can fill out the Cake Inquiry Form on this site or email the bakery at info@sugarpiebakerywv.com. We DO NOT discuss or accept custom orders via social media or phone. We require a written record of all conversations pertaining to custom orders including photos, quotes and invoices.

For general orders you can call the bakery at 304-205-7753, send an email or make your order in person.

2. How soon should I place my order?

General orders such as pies, cheesecakes, basic cupcakes, basic cookies etc can typically be placed the same week you need them. Understand though that some weeks are busier than others and we can not 100% guarantee our availability.

For custom orders such as cakes, decorated cupcakes and custom sugar cookies, we suggest placing your order as soon as the details of your event are finalized (theme, servings, colors, etc.) We usually book 2 weeks in advance but we highly encourage you to order anywhere between 4-6 weeks in advance to ensure your date is available. 

3. Do I need to pay a deposit?

Yes! We require a 50% non-refundable deposit to book your order. If we do not receive your deposit within 2 weeks of your event date we will consider your order cancelled. If you contact us within less than 2 weeks of your event to pay your deposit, we can not guarantee that we can accommodate your order.

4. Why is the deposit non-refundable?

Our schedule books quickly. When you book your order with us, there are other customers we will end up turning away. When you cancel, there is no way for us to go back and get those customers. We're a small business and every order ensures our employees get paid, the bills get paid and we can continue baking for you. Therefore, we strictly adhere to this policy regardless of reason.

 

5. Do you deliver?

We DO NOT offer delivery (except Weddings). We are, however, on Grub Hub (this is a third party delivery services and we have no control over their delivery prices or delivery radius.) This is a great way for our out of state customers to send special treats to their loved ones who live in the state however we do not recommend that you try to order any kind of cake via Grub Hub.

6.Do you ship?

No, unfortunately we do not ship our made from scratch desserts.

7.Do you make sugar free, gluten free, dairy free, soy free or egg free desserts?

Our number one goal is to make people happy with our desserts. As allergens become more of an issues for some of our customers, we have worked on expanding our Allergen Friendly options when it comes to cake. If you are in need of an allergen friendly cake, please email or call to discuss your needs with a baker. Keep in mind that we do use all forms of allergens (soy, gluten, dairy, eggs, nuts etc.) in our bakery. While we do everything we can to prevent cross contamination, if your allergy is severe we reserve the right to not make a cake or other allergen friendly order for you.

8. Can I make changes to my order after it has been placed? A lot of time, planning and energy goes into each order we make. We often have to order special ingredients, make custom decor pieces, etc. If it's a general order (pies, cheesecakes, cupcakes, etc.), feel free to call the bakery to discuss any changes you would like to make. We will do our best to accommodate you.

If you'd like to make changes to a custom order, please let us know via email within 1 week of your event date. We will do our best to accommodate any changes but depending on what they are, we can not guarantee the changes can be made.

9.Should I refrigerate my cake or cupcakes?

No! We use ONLY real butter (no shortening here) in our cake batters as well as in our buttercream and well ... you know what butter does when it gets cold. We suggest leaving your cake or cupcakes at room temperature and away from direct sun.

10. Can I freeze my cake or cupcakes?

You can freeze them for future enjoyment but we suggest allowing them to sit at room temperature for at least a few hours. We can not guarantee that the texture or moistness will not be effected by freezing.

11. How long will my dessert stay fresh?

Since we do not use any form of stabilizers or artificial ingredients, all of our desserts are intended to be enjoyed as soon as possible.

12. Do you offer discounts on large quantity orders?

If you order 10+ dozen cupcakes we charge $28 + tax per dozen instead of $32 + tax per dozen. For all other large quantity discount questions please call the bakery at 304-205-7753.

13. I forgot about a birthday and need a cake today. Is that possible?

More often than not we are busy working on other orders and unfortunately do not have time to bake and decorate a last minute cake. We always have cupcakes which are perfect for last minute events.

14. What is your cancellation policy?

We receive a large amount of requests for custom orders each week and in order to maintain the quality of our work and a manageable schedule, we only take so many orders. When you cancel an order on short notice, we aren't able to get back any of the customer's we turned away so we have a strict cancellation policy that we do not deviate from regardless of reason. Cancellation requests for orders CAN NOT be done over the phone. They MUST be in writing via email and the person who placed the other MUST be the person who cancels it. No exceptions. All deposits are non-refundable. 

  • 1 Week's Notice- will receive full refund of money paid minus deposit.

  • 3-6 Day's Notice- will receive in store credit for any money paid minus deposit.

  • Less than 2 Day's Notice- will receive store credit for any money paid minus deposit and 30% cancellation fee.

15. What if I'm unhappy with my order?

Our number one mission is that every customer leaves our bakery happy with their purchase. Since all of our products are made from scratch by real people, sometimes mistakes do happen.

 

Any problems you may have with a product once it has left our store must be documented with a picture of the product clearly showing the problem and emailed to us within 24 hours. You can also return the product to us within 24 hours of pick up (48 if picked up on Saturday). We will not be able to give any refunds or store credit without clear proof that a mistake was made on our part.

 

Mistakes do not include details such as: shade of color, handwriting, decor placement, variation in look of decor from inspiration photo, improper transportation or storage, broken decor pieces due to improper handling, etc.

We ask that when picking up an order, all customers thoroughly inspect their purchase and sign their order form to acknowledge there were no mistakes with their order. If you refuse to sign your order form, you waive all rights to receive store credit or refunds for mistakes. Any store credit/refunds given are at the owner's discretion.

 

16. How much is a typical cake?

That's a tough question to answer because honesty there is no typical cake. If you head over to the Cake section of this site you'll find basic pricing for our cakes. To get a quote on a custom cake you can fill out the Cake Inquiry Form on this site or send an email to info@sugarpiebakerywv.com. It's impossible to attempt to price a custom cake off the top of our head and/or without seeing inspiration photos so we do not price custom cakes over the phone or in store.

17. I placed an order for a certain time, can I pick it up earlier?

We ask for pick up times so that we can schedule our day and make sure that every order is completed on time. There are days when we are able to complete an order earlier than originally planned but for the most part we bake and/or decorate according to the pick up time you gave us. That means that we might not be able to have your order ready earlier.

18.How soon will I receive a response to my email/cake inquiry?

While we typically respond to emails, voicemails and cake inquires same day, we ask that you allow 24-48 hours for responses. We receive dozens of emails every day which take several hours to process and respond to. If you haven't heard from us in a couple of days be sure to check your spam/junk folder.

19. Do you offer consultations for wedding cakes?

Yes! See our Wedding Cake page for all the information about our wedding cakes.

20. What if I can't make it to the bakery for a consultation?

Not a problem. We have done many consultations via email and phone calls with Brides from out of state.