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Questions & Answers

In light of the situation surrounding COVID-19,

orders are currently only available for delivery or curbside pickup.

Also, 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 or dietary restrictions?

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-free, lactose-free, egg-free and gluten-free can be accommodated. Low carb, keto or low sugar products are not something we currently offer. With any of the restrictions 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.

How do I place an order?

Orders can be placed one of 2 ways. For general orders of cakes and cupcakes, please fill out the following form:

Cake Inquiry Form

Because we are open by appointment only, our schedule varies and messages left by phone at the shop may not be returned in a timely manner. The form above is the best way to inquire about a cake or place an order. While we are occasionally available for last minute orders, typically for simple cakes, we require one week notice (but more is always welcomed!) For more ornate cakes, there is no such thing as too early, as sometimes we do book up earlier. Please contact us as soon as your celebration is planned to avoid disappointment.

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 the day of the event.

Do you deliver?

Yes, front door home delivery is available to the Kitchener-Waterloo, Cambridge and the surrounding areas. Pricing varies depending on location. For clients purchasing wedding cakes or larger orders requiring on-site set-up, our delivery services are available within Southern Ontario. The fees for this service will depend on the city location, the venue and the intricacy of the set-up. Please fill out the following form for additional information: 

Wedding Cake Details Form

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