Frequently Asked Questions.

Where are you located?

We are currently closed, but we are working hard to get our new store front ready! We will be located at 548 Lawrence Avenue, Kelowna. I am delighted to be able to serve the entire Okanagan! Please refer to my contact page or e-mail me at hello@bakedbycindy.com for all inquiries.

How do I order?

To start, fill out the inquiry form on the "Contact" page, or simply e-mail me at hello@bakedbycindy.com. Let me know how many people you are looking to serve, date you need the cakes and/or treats for, and attach some pictures if there are design ideas you're inspired by. Dates are not booked, and orders are not confirmed until we discuss all the details of what you are looking for and a non-refundable 50% booking fee is paid. All customers will be required to sign a contract which will be sent to you for review and signing before payment. This ensures we are both on the same page and avoid any miscommunication after the order has been placed.

NOTE: I am a one woman show. Everything goes through me. Be Kind. Be Patient. Talk to me like a human being. I reserve my right to refuse service to anyone being rude.

How do I pay?

E-transfer : hello@bakedbycindy.com (auto-deposit activated). (My legal name (Cindy) Zhi Min Chen will appear, feel free to save me in your contacts as Baked by Cindy.)

Visa/Mastercard: There is a surcharge of 3.4% + $0.50 for all credit card payments. Please let me know ahead of time if you are planning on paying with a credit card so I can pre-calculate the surcharge into your Grand Total.

Do you have gift cards?

Yes! We have e-gift cards! Same as the regular gift cards you buy in store, except these are digital and get sent to the recipients e-mail.
Link to buy our e-gift cards here. You can also purchase E-Gift Cards through our online shop!
https://squareup.com/gift/0NJCMHBDA1PY4/order

Can I get a discount?

No. This is definitely a sore subject that gets asked too often. Not just to me, but to many small business owners. I understand that my products and prices are not for everyone and I am okay with that. On top of the constant rising prices of groceries and ingredients, I have put a decade of my life into perfecting my art in caking, and I will charge what I am worth. I make high quality products and I charge accordingly.

When can I pick up?

*Curb side pick-up only. Not open to public access.*

Thursday & Friday 9am -5pm

Saturday 9am - 12pm

Do you offer delivery?

Yes. Delivery costs are based on a flat rate dependent on location. Delivery is not available during snowy or hazardous conditions.

Refund Policy

Baked by Cindy must be notified right away of any problems with a completed order. All negative social media or online reviews without a chance of rectification will be considered libel/slander and nullify any possible refunds.

There are no refunds in relation to flavours and textures, these are subjective to each person. This cannot be argued.

(Example: You eat lemons for every meal of every day. I eat lemons one day a year. We both eat the same lemon cake, you might think it tastes nothing like lemon because you are so used to the flavour and can handle a lot, I might think it's super tangy and bursting of lemon flavour. We are both correct.)

If the Customer is dissatisfied with their order after it’s been partially consumed, the Customer must return the remaining portion of the order as proof of the issue. Complaints made without the returned order or sufficient evidence cannot be validated or addressedIf and only if Baked by Cindy determines fault with a product, a non-refundable store credit with no cash value, at an amount Baked by Cindy deems fair, will be provided.

Cancellations & Postponement

I require a 50% non-refundable booking fee for all custom orders including Weddings to hold the date. Final amount for weddings is due one month prior to the wedding date. Final amount for custom orders is due latest at the time of pick up/delivery.

In the event of a cancellation, the 50% booking fee is not refundable.

If the event is canceled the week of, all monies paid is not refundable, all remaining amount owed will be due.

In the event a postponement is required, all monies paid is not refundable and not transferable to a new order. New order date must be within one year of the original order date.