SHOP HOLIDAY PRE-ORDERS

Order Policy


Creative License 

At Jenna Rae Cakes, our bakers, designers, and decorators will follow customer provided recommendations, directions and specifications to the best of their ability. However, creative license is often needed to ensure that every product that leaves our shop will reflect our highest of standards. Every item that leaves our kitchen is handmade, meaning each item is unique. Jenna Rae Cakes cannot guarantee 100% accuracy in regards to colour matching, proportions, or composition.  


Shipping

Jenna Rae Cakes ships throughout Canada and the United States using UPS as our third party shipping carrier. Orders are shipped once per week on Tuesday. The order cut-off for Tuesday shipping is 11:59 PM CST Monday. All orders placed 12:00 AM CST Tuesday and later will be shipped the following Tuesday. We do not ship to P.O. boxes. Shipments can only be delivered to a street address within the United States and Canada. UPS will not to deliver to P.O. Boxes. Jenna Rae Cakes is not responsible for delays in delivery times due to incorrect or incomplete addresses. Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or relabeling for UPS. Shipping charges will not be refunded for late deliveries in the event the business is closed or if the recipient is not available to receive the package when delivered, UPS may require a signature for delivery at the discretion of the driver. Estimated delivery timelines do not take unexpected weather delays into consideration, which may affect shipping and arrival dates. Jenna Rae Cakes is not responsible for any UPS delivery delays due to the high volume that UPS is experiencing during the pandemic.


Local Pick-Up

Jenna Rae Cakes offers pick up of orders at 580-E Academy Road during our open hours. All orders must be picked up on the date selected when placing your order. If, for some reason, you are unable to pick up your order on your pick-up date, please contact us at 1-204-691-4222 or email us at hello@jennaraecakes.com to discuss options. Orders not picked up on their pick up date are not eligible for a refund and a new order will need to be placed for a new pick up date. If you want to select flavours for your assorted order, you must call our shop at 1-204-691-4222 between 10:00 AM and 11:30 AM CST the day of your order and speak with a team member. Please note that phone lines are often busy and requests are not guaranteed. 


Delivery

Jenna Rae Cakes currently offers delivery with Sablewood Drives+. The delivery window is between 9am-2pm, but an exact delivery time is not guaranteed. Our drivers will not leave perishable items unattended, so please make arrangements to have your order collected directly from the driver. If the driver cannot contact you and complete the delivery, the order will be returned to 580-E Academy Road at the expense of the customer, and the customer will be required to pick up the order from 580-E Academy Road within 24 hours. Orders that cannot be delivered/picked up will not be refunded. 


Returns/Refunds/Exchanges

Due to the perishable nature of our products and how we are unable to control how our products are transported and stored once they leave our shop, Jenna Rae Cakes does not accept returns, provide refunds or exchanges. If, for some reason, you are unsatisfied with your purchase and feel it does not match your expectations, please contact our Customer Service Team by emailing hello@jennaraecakes.com WITHIN 2 DAYS of the date you picked up your order and provide the following information: order number, photos of all angles including product and packaging, a detailed description of the issue and information on how your item was transported and stored. We will make every effort to address your concerns and make sure you are happy with your Jenna Rae Cakes experience. Due to the perishable nature of our product, all claims submitted after the 48 hour pick up window or without proper photos, order number, transportation and storage information will not be eligible for re-order or credit. Circumstance pending, Jenna Rae Cakes will issue a credit or re-order. For orders placed through our website, any refund will be minus the stripe payment fee originally paid when placing the order. We do not accept returns, refunds or exchanges on gift items including Liquid Flavours.


Cancellations and Modifications

All cancellation requests must be submitted a minimum of three business days prior to your scheduled pick up. Once preparation and baking has commenced, there are no refunds provided for cancellations or modifications. However, at its sole discretion, Jenna Rae Cakes may grant cancellation and/or full or partial refunds after orders are baked depending on circumstance. For orders placed through our website, any refund will be minus the stripe payment fee originally paid when placing the order. For order cancellation or modification requests, please contact our Customer Service Team by emailing hello@jennaraecakes.com or call us at 1-204-691-4222 immediately. We will do our best to accommodate your needs, however, such requests may not be possible due to the order processing schedule. 


Special Orders and Large Quantities

For special orders and large quantities, please reach out to hello@jennaraecakes.com at least two weeks (14 days) prior to desired pick up date with the date you’d like your order for, quantities required, and desired flavours. Our team will provide you with the options we have available to best suit your needs. All special and large orders require credit card information for reservations and are accepted on a first come, first served basis based on availability.


Contact

The Jenna Rae Cakes Customer Service Team is in the office responding to emails in the order they are received Tuesday – Saturday. Please email hello@jennaraecakes.com or call 1-204-691-4222 ext 5 between 8:00AM and 4:00PM CST/CDT (Winnipeg) and our team will get back to you as soon as they are able. For questions that require an immediate answer on Sunday or Monday, please call the relevant shop at 1-204-691-4222 between 10:00 AM and 6:00 PM CST/CDT (Winnipeg) and our team would be happy to help.

 

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