Frequently Asked Questions
Do you have a store-front?
We are a dessert catering company and do not have a store-front open to the public. We operate by order and delivery/shipping only from a private production location. We are more than happy to deliver or ship our products to a location of your choosing.
What should I know about payment?
What should I know about ordering?
What should I know about delivery?
The minimum for delivery is $75 BEFORE delivery fee is added. You are responsible for providing the correct delivery information as we will go based on what you provide on your order form. Any delivery location changes must be made in writing. You should always advise us of addresses that can not be located via GPS, entrance gates/codes, as well as parking limitations. You will be responsible for any parking/ entrance fees and/ or excessive tolls that your driver incurs while delivering your order. If you are not available for delivery and have not designated a recipient, your delivery will not be made and a re-delivery fee will be charged (only applicable on day of original delivery). Occasionally, events beyond our control (i.e.- traffic, bad weather, auto accidents, etc.) may prevent your order from being delivered on time as we may have to move your delivery to another time slot. For this reason, no delivery is specifically GUARANTEED, though we do try to accommodate our customers to the best of our abilities. When placing your order, we advise that you choose the time slot BEFORE the start time of your event so that if your order is delayed for any reason, it will still arrive by your event start time. For example, if your event starts 3pm, you would choose the 11am-1pm time slot and not the 1pm-3pm time slot. Should you request a specific delivery time or request a last minute (7-10 days or less) change in delivery/set-up, we will do our very best to accommodate you. However, please keep in mind that this will affect the time that we allot to cover any unforeseen incidents.
What should I know about my dessert design and allergens?
Every design we create is unique and we do not replicate the work of other artists. Some designs may be unwise and we reserve the right to make alternative recommendations. Every effort will be made to provide a finished product that is reasonably inclusive of your design requests and colors. Icing and chocolate may have the tendency to change with time, humidity, and heat. Darker colors may stain teeth and have residual flavor. However, we determine the right to determine the quality of the color match.
Your dessert table, cake, and other desserts may include certain inedible items (fresh florals, toppers, table props, etc.) that should be removed prior to serving. We are not responsible or liable for you or your guests consuming such items.
Our products may contain or come into contact with milk, wheat, nuts, soy, food dyes, and other allergens. We do not recommend our products for those with severe allergies to these ingredients and by purchasing, you agree to notify your guests of this risk and hold us harmless for allergic or any other reactions.
What is your cancellation/refund policy?
All payments are NON-REFUNDABLE. Orders may be cancelled and have the funds paid transferred to new dates based on availability. Orders cancelled less than 72 hours prior to delivery will receive a credit for transfer less a $25 convenience fee. Should we, The Cupcake Genie, choose to cancel an order due to customer refusal to adhere to policies, properly communicate necessary details, or sign required contracts, a refund will be given less an 8% processing fee. Any refund given at any time that is not due to an issue on our part will always be less an 8% processing fee. Policies differ for custom packages. Order specific policies are stated in your contract terms.
How do I care for my desserts?
It is important to keep your cupcakes, cake based dessert shooters, and chocolate covered desserts at room temperature and away from extreme temperatures. Cakes should be kept refrigerated prior to events and should only be brought up to room temp 1-2 hours prior to serving. When cutting cakes, we recommend using a large sharp knife to make clean cuts as our cakes are generally 7″+ in height. Although we recommend consumption upon receipt of your order, with proper care our desserts can be served 1-2 days later, if necessary.
What items do you ship?
We ship our Genie Jars (cupcakes in jars), cake slices, and Gourmet Popcorn.
What are your shipping policies?
Orders are shipped Monday-Thursday and require at least 72 business hours processing time before shipment. However, specific shipping days and procedures are listed on the respective product pages.
Please note that processing time for orders placed after 12pm will begin the following business day. All of our products are shipped via USPS and UPS. We ship to locations within all states, the U.S. Virgin Islands and other U.S. territories.
The Cupcake Genie cannot guarantee delivery on a specific date or time. However, for an additional shipping cost, you can always opt to choose USPS or UPS Express shipping which is guaranteed by each carrier. Once your package leaves our hands and is accepted by the carrier, The Cupcake Genie is no longer held liable for delivery delays due to weather, damages caused by carrier malfunctions and/or severe weather conditions at the delivery point, and the like. The Cupcake Genie does not maintain liability for misdirected and/or delayed packages if incomplete or inaccurate address information was provided at the time the order was placed. Due to the aforementioned factors, we unfortunately can not offer refunds on shipped items.
Please note that shipping carriers have different policies depending on the U.S. location; please make sure you are aware of any specific delivery policies at your shipping destination that may affect the arrival of your order.
How far in advance do I need to order?
We ask that you place your order at least two weeks in advance for regular orders and at least 2-3 weeks in advance for custom orders. However, we are often booked weeks in advance (especially weekends) and urge you to place your order as soon as you have decided on a date.
Can you do desserts for my wedding?
Yes! We would love to be a part of your special day!
Do you offer tastings?
We do not offer tastings but encourage you to order your favorite flavors well in advance of your event to make your flavor choices and see why we would be the perfect dessert caterer.
Can you do custom decorations?
When it comes to our desserts, we are very particular and choose just the right ingredients/ toppings to complete and compliment each flavor. Therefore, components of some flavors can not be changed (i.e.- frosting color, etc.). We do offer certain customization options such as custom designed toppers, edible flowers, and more. Please inquire about what we can do for your event.
Do you offer corporate gifts?
Yes, we have corporate clients and are happy to create something to send to your present and prospective clients on your behalf.