Terms & Conditions
Color matching and variables: Frosted always does their very best to match custom color swatches provided by our customers. However, as with many artisan efforts, matching colors presents many variables as the color ingredients cool, harden and set for periods of time in various environments. While our success rate is very high guarantees of consistent color matching 100% of the time are unrealistic. For this reason Frosted does not guarantee exact custom color matching. To improve the probability of matching specific colors desired we have developed the following Do’s and Don’ts list:
1. Live swatches only– no emailed, verbally communicated or internet sample colors – we suggest we develop agreements in person to help assure we “see” the actual colors together;
2. Purple, Navy Blues and other similar colors can change ‘shades’ when exposed to differing weather, sunlight, heat, humidity, moisture, etc.; but we will give these colors our best efforts.
3. We recommend that colors always be kept in as stable an environment as possible from the time of production to delivery, presentation and consumption.
We have discovered that following these steps improves the likelihood of success with color matching!
Payment agreement: All event orders require a minimum of 20% down payment of the full total due upon order placement. Down payments are used to align resources to meet order requirements and are non-refundable. Order balances are due no later than two weeks prior to the event. Additions or new sign ups less than two weeks prior to the event require payment in full at the time of order placement.
Security Deposit Agreement: All rentals require a deposit equal to the replacement cost of the equipment being rented (i.e. cake stands, cupcake towers, plates, jars, etc.). This deposit is due at the same time the down payment is made (see Payment Agreement) in the form of cash, personal check, or credit card number. The equipment must be returned on the agreed date damage free or the deposit will be used to purchase replacement equipment. If the rental(s) are returned in the same condition received by the borrower, the cash or check will be returned to the payee, and/or the credit card number will be destroyed in front of the card holder.
Equipment/Rental return: Return to Frosted Cakery no later than M T W Th F S Sn Date:____________. We follow standard practices for equipment/rental agreements in that we return all deposited funds upon the return of equipment, unless the equipment is broken or damaged at which time we use the deposited funds to replace and/or repair any and all damages so our customers will continue to enjoy the highest level of quality equipment available.
Finalizing Orders: All orders are considered FINAL two weeks prior to the event. In order to give our customers the ultimate products and services ANY changes inside of two weeks prior to the event including but not limited to size, amount, flavor, design, etc. [if even deemed possible] will require cash payment to cover all additional costs in labor, supplies, expediting, facilities and schedule changes. Charges inside the final two weeks prior to the event typically range from 50% to over 100% of the original order total. Note: All deposits paid are forfeited on canceled orders.
Outdoor Events and Weather: Frosted Cakery is NOT responsible for any weather damage to products after the customer has taken possession. Frosted provides insight and guidelines to avoid adverse effects of various weather conditions as follows:
HEAT: Buttercream/Whipped Cream/Fresh Fruit cakes can melt and therefore are not recommended for outdoor events in temperatures exceeding 80 degrees (which are common in the months of May, June, August, September or October).
HUMIDITY: Fondant Cakes do not do well in humidity, they can melt and/or bubble.
WIND: Can push product over no matter how small or big. It may blow debris or bugs into your cake and or other desserts.
RAIN: Fondant can be spotted by rain. Rain can change or melt colors or product structure.
Leveling & Stabilizing Tables: Frosted Cakery is not responsible for leveling or stabilizing tables or platforms that Frosted products are placed upon; or for products placed on tables located in direct sunlight. Frosted Cakery will provide recommendations, to our customers as requested, on what works best for presenting Frosted products properly.
Flowers, Toppers, and/or Cake Stands: In order to protect our customer’s best interests ALL flowers, toppers, and/or cake stands not provided by Frosted Cakery must be approved by Frosted prior to use. Approved flowers, toppers and/or cake stands should be delivered to the Frosted facility a week before the event, and MUST be delivered no later than the day before the event. Frosted will use their judgment on what works best in each situation, in some instances it may be determined certain flowers, toppers and/or cake stands cannot be used.
Allergies: Frosted Cakery provides products to accommodate customer requests relative to specific food allergies. However, we are a facility that processes ALL varieties of nuts, wheat, dairy, eggs, soy, etc. and therefore does NOT take responsibility for any cross contamination that may occur. Please use your best judgment for your own safety from food products produced in facilities of this nature.
Pick-ups: Frosted provides customer-pick-ups as requested and scheduled; customer-pick-ups will be available ON or AFTER the time specified on the order/agreement. EARLIER pick-ups are accommodated ONLY as agreed to prior to pick-up. Frosted is NOT responsible for damage to product(s) after they leave our facilities due to handling, storage, falling, weather exposure or other events. To assist our customers in reducing the possibilities of damage to Frosted products once they have left our facilities we have developed the following guidelines based on our years of experience:
Handling NO NO’s: Holding cakes in your lap while driving; placing products on unlevel seats in a vehicle; leaving products unattended in a vehicle; keeping products in vehicles for extended periods of time; placing products in a over filled trunk; not leveling and securing the product in a vehicle properly before traveling; placing the product where other objects can fall on it; placing the product around small children or pets and animals; holding the cake box on the sides rather than the center of the bottom of the box, etc..
Storage NO NO’S: Putting a fondant and/or buttercream cake (or desserts) in a WET or HUMID refrigerator. Frosted does NOT recommend leaving your product in a restaurant refrigerator (they are usually WET). WET or HUMID refrigeration may cause melting of items, and or items falling off cakes and/or desserts. Leaving your product unrefrigerated over night or extended periods of time.
Customer Alternates & Final Approval: To accommodate the tight schedules of our customers Frosted allows customers to notify Frosted of a Customer Alternate to pick up orders of finished product(s). In these cases, IT IS AGREED the person picking up the product has full authority and responsibility for APPROVING all product(s) requirements. The Customer Alternate can point out any specific inconsistencies prior to delivery so those inconsistencies can be corrected before final approval and final delivery. Upon confirmation of the order the Customer Alternate will sign the order copy as formal approval of the finished product(s) and take delivery. All payments and agreements are final after this.
Delivery: In order to provide our customers with timely and accurate delivery Frosted requires accurate addresses supported by maps to the location prior to delivery; this also allows for accurate delivery quotations so our customers don’t experience any unexpected costs. To insure customer satisfaction the customer or someone designated by the customer must be at the delivery location at the scheduled time of arrival to allow Frosted to complete the delivery. A contact phone number of the person(s) who has appropriate access to the facility must be provided at least 24 hours prior to the scheduled delivery. If Frosted does not have access at the agreed time of arrival after 30 minutes the product will be returned to the Frosted location and will be available for customer pick-up. Additional fees will apply to additional delivery efforts.
Set-up: All set-ups are provided upon request of the customer who ordered the item(s). Frosted will go by the approved sketch of the layout for the cake(s) and/or dessert(s). If the table or other props are different than agreed and approved by the customer who ordered the item(s), Frosted may have to alter the existing layout to fit the situation as deemed most appropriate.
Storage of Product: All Frosted products must be stored as stated under Pick Ups: Handling and Storage No No’s. Frosted is not responsible for the improper storage of the products.
Arrival Time: Frosted Cakery will have all item(s) for pick up ready at the agreed time of arrival on the order form/contract. NO early pick-ups unless otherwise approved by Frosted PRIOR to delivery.
Rush Order: All rush orders are custom item(s) ordered within one week of the date the item(s) are to be delivered/available for pick-up. Fees for rush orders may apply.
Refunds: The events surrounding a customer request for a refund will be evaluated by Frosted on a case by case basis and will be at the full discretion of Frosted as to what, if any, refunds will be awarded based on common industry practices. The 20% deposits are NON-refundable.
_____ (initial) I have read and agree to Frosted Cakery’s Terms and Conditions.
