Questions & Answers

In light of the situation surrounding COVID-19,

we have decided to temporarily update our cancellation policy for custom orders.

For wedding orders:

We understand how stressful this situation must be for you.

Please rest assured, that in the event of postponement, your deposit will be held for your future date,

as long as we are provided with 3 weeks notice of the change.

If we are provided 1- 3 weeks notice, the situation will be evaluated on a case-by-case basis.

If we are provided less than 7 days notice, unfortunately, all deposits will be forfeit.

We promise to make ourselves available for your new date. 

For all other orders:

With a minimum of 1 week notice:

-In the event of postponement of your order, your deposit will be held and used towards the new date.

-In the event of cancellation of your event, the deposit can be used towards an order for a new event.

If we are provided less than 7 days notice, unfortunately, all deposits will be forfeit.

Of course, if you need any more information, please don't hesitate to get in touch.

Are you nut-free?

The quick answer is yes...with some conditions. All of our cakes and bakes will be nut free. We will only use ingredients that are nut-free by design or by nature. That being said, the previous company that was in our kitchen space was not nut-free, so we can't make any guarantees on being 100% nut-free. I like to think of it as going to a friends house for dinner. You know that your friend has cleaned and scrubbed and separated as much as possible, but you know there is a small element of risk if you eat dinner at their house.

Can you accommodate other allergies and food sensitivities?

This question is a little trickier than the previous question! At Refined Sugar, we understand the difficulties of finding delicious food, especially baked goods, that work with dietary restrictions. While there are certainly recipes out there that will work for every diet, many don't produce a product that we feel good about selling. So the simple list is as follows; dairy, lactose and egg allergies can be accommodated and gluten-free can be accommodated to a limited degree. Sugar free diets cannot be accommodated. With any of the allergies listed above, we cannot guarantee against cross-contamination. As always, if you have any questions or need any further information on our products, please reach out. We'd love to help, as much as we are able.

Do you have a retail store?

Yes! We are located at 15 Scott St, unit #3, in the Downtown Kitchener East End Market District. We are open Tuesdays-Thursdays from 9:30am-2:00pm, Fridays from 9:30am-5:00pm and Saturdays from 9:30am-2:00pm. For the rest of the week, we are open by appointment only.

How do I place an order?

Orders can be placed one of 2 ways. For a simple cake, ordering can be done via email or by phone. For a more detailed cake, email usually allows us to communicate more effectively. This way you can send me pictures of cakes that you've seen (gotta love Pinterest!) or any thing that you'd like me to use as inspiration for your cake. For simple cakes, we require one week notice, but more is always better. For more ornate cakes, there is no such thing as too early!  However, for any style of cake, there are sometimes occasions where we have last minute availability, so it never hurts to call or email!

Is a deposit needed for a cake?

All order will require a 50% deposit. For weddings, the remaining balance will come due 2 weeks before the wedding date. For all other orders, the remaining balance will be due on pick up.

Do you deliver?

Clients purchasing wedding cakes or larger orders are always given the option of having the order hand delivered and set up by our staff at a cost of $50.00, within Kitchener-Waterloo, Cambridge and the surrounding area. 

15 Scott St., Unit 3 - Kitchener, Ontario N2H 2P6 - 519-579-0081
  • Facebook - Black Circle
  • Twitter - Black Circle
  • Instagram - Black Circle
Refined Sugar Cakes & Sweets