FAQ

Are your products nut free? (Major Allergens List)

There are no actual peanuts or tree nuts used or sold in the store, however, some of our cakes, cupcakes, and buttercream contain almond extract and/or tree nut derivatives in their proprietary blend. For additional information regarding allergens, please see our Major Allergen List.

 

Do you have Kosher products?

Yes! At this time, our Sugar Art (cupcake toppers), Sprinkles and Fondant are certified kosher. We use only Kosher Certified Ingredients in our cake, cookies and buttercream.

 

Shopping and Ordering Online: When will my products arrive?

Orders are shipped Monday-Thursday to most destinations. We use UPS as our mail carrier. 

We process orders to ship the next business day after the order is placed. We do try to avoid having perishable items sit in transit over a weekend so we do not typically ship on Thursday or Friday unless you are local or have picked expedited shipping. We recommend using 2 day shipping when available. We do not add any additional fees to the shipping cost. The shipping fees are based on the software used by the carrier, the size of the box, the weight of the box and the shipping address.  

 

Do you offer Gluten Free products?

Sorry, we cannot accommodate requests for gluten-free baked goods at this time. Our buttercream is gluten-free as is our Sugar Art (cupcake toppers), Sprinkles and Fondant. You are welcome to contact us and we can ship your kit with everything but the baked good which allows you to substitute your own baked items for decorating.  Please contact us at info@sweetology.com for special pricing and instructions.

 

How will I know my order has shipped?

At check out you will enter your email address. The carrier will provide you with a tracking number and allow you to check the status of your shipment.

 

Can I return my order for a refund?

All items are final sale. Due to the perishable nature of our items, Sweetology® does not accept returns on any items and is not responsible for packages returned by the carrier for incomplete or incorrect addresses. Sweetology® does not offer refunds on any orders unless there was an error in the making of your order. In this instance, please contact our Customer Support team within 14 days of delivery at info@sweetology.com. Each inquiry is handled on a case-by-case basis.

If your package was damaged due to carrier-mishandling, thus causing damage to the contents, please contact our Customer Support team within 14 days of delivery at info@sweetology.com with photos and details about your damaged order. We will open an investigation with the carrier. We handle these inquiries on a case-by-case basis.

Sweetology® does not offer refunds for orders that are damaged beyond our control, such as extreme temperatures outdoors or within carrier facilities. If your order is affected by extreme temperatures, please contact our Customer Support team within 14 days of delivery at info@sweetology.com to report the issue, and we will contact the carrier. Each inquiry is resolved on a case-by-case basis.

 

Do your kits need to be kept cool or frozen?

Our baked goods and buttercream are stable at room temperature and do not need to be kept cool. However, if you are not decorating right away, we recommend that you freeze the baked good until a few hours prior to decoration. Buttercream can also be refrigerated until ready to use. Sugar toppers, sprinkles and fondant should not be refrigerated or frozen. During summer months we recommend that you choose expedited or 2 day shipping. Although not necessary, we do ship our kits with ice packs to avoid extreme heat. Do not worry if the ice pack is melted upon arrival.