Frequently Asked Questions
Can I modify my order?
Yes, you may request to change some details to previously submitted online orders 3 days in advance before your selected pick-up date. Send us a message on Facebook with the following details:
If you modify your order please be aware that the pricing delivery fee may change if you opted in for delivery. For example, delivery fee may change in price because of Transportify's "Demand Charges and Surcharges". The gas price which may be volatile and unpredictable traffic flow affects the shipping fee.
Dedication may be modified up to 3 days before the scheduled pick-up date. We will not be able to entertain changes requested after this timeframe.
How do I cancel my order?
There will be no refunds for any amount paid for our made-to-order cakes, regardless of the amount; however, instead of a cancellation request, you may request to move the original pick-up date to another.
Cancellation by You
Due to the perishable nature of our products and made-to-order process,“Estrel's Caramel Cakes” will not accept any cancellations once payment is confirmed.
What can I do if I have a damaged item?
If you have received a damaged item please contact us immediately on Facebook.
Kindly review the followingpolicy below:
- When you or a designated party picks up an order, it is considered "approved." We will always ask you to double-check everything, including the design and spelling upon pick-up.
-Once approved and picked up, it becomes the customer's responsibility. We will not be subjected to any liabilities that may arise in transporting your order by your own vehicle, or a third-party delivery service. Keep in mind that our cakes are extremely delicate. Smudges, melt frosting, and other problems might occur if not handled carefully.
-Once your order has been picked up, it becomes the customer's responsibility, except only if you opted for Estrel's delivery service withTransportify, Inc.,a logistics company with whom we signed a business agreement. We are not responsible for any damages that may occur during transit in your own vehicle or via third-party delivery services. Keep in mind that cakes are incredibly delicate, and if not handled carefully, smudges, melted frosting, and other issues may occur. Our cake and frosting are soft and need to be in a cold environment all the time. It must never be left in an area with a room temperature, warm or hot area uponpick-up.