FREQUENTLY ASKED QUESTIONS
How can I place an order?
The best way to inquire about a custom order is by filling out one of the order request forms located on the home page. Alternatively you can send me an email at firstname.lastname@example.org or contact me by private message on facebook for general inquiries. Please be sure to send in your order request as early as possible. My calendar fills up quickly and I can only accept a set number of orders each week. Your order is not considered “placed” until you have received an official invoice from me and have paid in full. All custom orders will include a $20 non-refundable booking fee that will be credited towards your final order total.
What if I need to cancel or make changes to my order?
Cancellations or requests to make changes to your order will be accepted on a case by case basis no later than 1 week prior to your pickup date. Cancellations requested earlier than 1 week prior to the pickup date will be subject to the $20 non-refundable booking fee. Any remaining amount paid will be refunded to you. No refunds will be given for cancellations requested less than 1 week prior to your pickup date as production on your order has likely started.
How much advance notice do you need?
Two weeks lead time is usually the minimum notice required to place an order. In some cases I may be able to accept an order on shorter notice depending on availability in my schedule and whether I have the supplies required in order to complete the order. If I am already booked for your event date, it's possible that I can complete your order for an earlier date. Please refer to the section below regarding "how long will my cookies stay fresh" if you would like to consider picking up your order in advance of your event date.
Please note that each cookie is made over a period of several days: one day for making the dough and cutting out shapes. One day for baking and decorating, and a third day for additional details (if needed) and dry time (at least 12 hours, possibly more during humid weather). I try to bake as close to your delivery date as possible. Cookies are heat sealed in cellophane bags to preserve their freshness and protect their details. Sealed cookies will stay fresh for up to two weeks when stored at room temperature.
What size will my cookies be?
Cookies are rolled to 5/16 inch thickness and will generally be between 3-4 inches in size depending on the shape. Larger sized cookies are available at an extra cost. Please note, all measurements are approximate and measured from the largest parts of the cookie cutters. The cookies can expand a bit after baking so they may be slightly larger than the initial measurement.
How much do the cookies cost?
*Generally regular sized cookies (3-4 inches) are priced at $3.00-$5.00 each. Large sized cookies (up to 5 inches) are priced at $4.00-$6.00 each. Some designs or shapes may cost more based on the level of detail and/or difficulty required. A customized quote will be provided when your specific order has been submitted.
A pricing sheet will be provided upon order inquiry. Please contact me for a detailed quote based on your requested designs. I no longer accept requests for licensed character themes, nor will I copy another cookie artist's original designs. I require a minimum order of 2 dozen regular or large sized cookies for custom orders. I do not accept custom orders for less than the 2 dozen minimum order. In some cases, smaller pre-designed cookie sets and or single cookies will be available for purchase, usually around holidays.
*Prices are subject to change at any time.
Do you charge taxes on your products?
Because my products aren’t sold individually for immediate consumption, I do not need to collect Wisconsin sales tax.
Can I get a discount on large orders?
I do not offer discounts on large orders. All custom cookies are hand mixed, rolled, cut, and decorated to order. The process is completed over several days and is a labor of love. A single set of a dozen cookies can take up to 8 hours to complete and larger orders take much longer to make.
Can I get a refund if I am unhappy with my order?
All sales on custom cookies and cakes are final. Due to the tedious, handcrafted nature of these products, I am unable to provide refunds or exchanges on custom orders unless I have made a mistake on the prior agreed upon design details. If you are unhappy with your product, please contact me and every effort will be made to resolve the issue. Please note that flavor and texture is subjective. Refunds or exchanges requested due to flavor or texture after orders have been accepted and picked up will not be honored.
Do you deliver or ship?
Cookies and cakes are available for pick up at my location in West Bend, by appointment only. I do not deliver or ship cookies. As a Cottage Food Bakery, I can only sell directly to consumers in Wisconsin, therefore shipping outside of the state is not permitted.
What happens if I can't make it to my pickup appointment?
If you are going to be more than 15 minutes late to your scheduled pickup, please notify me in advance. In some cases I am able to stay open until you arrive, otherwise I may ask you to make alternate arrangements for pickup either on another day or time, or a porch pickup is available when weather permits. If you are more than 15 minutes late to your scheduled pickup time and do not make an attempt to contact me in advance, a late fee will be added to your order. See "Late Pickup Fees" below.
**Late Pickup Fees Policy** I value and respect your time as a customer and in return I appreciate customers being respectful of my time as well. A late fee of $10.00 will be charged for any order not picked up within 15 minutes of your scheduled pickup appointment time, unless you have contacted me in advance, and prior arrangements have been made. I will not accommodate same day pickups later than one hour of your scheduled pickup time unless prior notice has been given.
Do you make cookies and cakes for individuals with food allergies/sensitivities?
At this time I do not accept orders for special dietary needs. My products contain Wheat, Milk, and Egg ingredients. Some products may also contain Peanuts, Tree Nuts, and Soy. Additionally, these products are baked in a kitchen that uses peanuts and tree nuts as ingredients for other recipes and uses shared equipment for making these products. Some of the ingredients used for decorating are prepared and packaged using machines that may come into contact with Wheat/Gluten, Eggs, Dairy or Dairy Products, Peanuts, Tree Nuts, and Soy.
A list of ingredients will be provided on a label secured to the outside of the box on every order. It is your responsibility to inform your guests with allergy concerns if you plan to serve the cookies without the original packaging.
Where are you located/Do you have a retail location?
I am a Cottage Food Bakery operating under the regulations as stated under the Wisconsin Cottage Food Law (as revised by the Circuit Court Judge’s ruling on October 2, 2017.) These products are made in a private home not subject to state licensing or inspection. I bake and sell these products from my home in West Bend. I do not have a retail location.
How long will my cookies stay fresh?
Sugar cookies have a relatively long shelf life. They stay fresh for up to two weeks when kept in the heat sealed cellophane bags, or in an airtight container at room temperature. Cookies should be kept out of direct sunlight and should NOT be refrigerated. The sunlight can affect the icing colors and moisture from refrigeration can damage the icing.
Cookies can be frozen for longer storage. Place individually sealed cookies in an airtight freezer zip bag or tupperware container and freeze. When thawing, leave the cookies in the storage container and allow to come to room temperature before removing from the bags. Condensation will appear on cold cookies and can damage the icing if they are taken out of the bags before they have come to room temperature.
How should I store my cake?
Refrigeration of your cake is recommended if you are not planning to serve it on the day of pickup. My buttercream frostings are made with all butter so it will become less stable as it sits out at room temperature, especially on warmer and/or humid days. Refrigerating the cake helps to maintain the integrity of the decoration and colors of the design. Smaller cakes should be taken out of the refrigerator 1-2 hours prior to serving (3-4 hours for larger cakes) to allow to come to room temperature for best taste and texture.