Frequently Asked Questions – Ordering
You ask. We answer. (For questions regarding how to apply a topper, please click here.)
What kind of artwork do you accept to make a custom edible print? We take high resolution jpg images. We also accept vector art as eps, pdf or psd file.
How do I know my artwork will print well? Once artwork is submitted, you will receive either a preview of the artwork for approval or a note from our design team with request for a larger image file. For best print quality, please aim for an image size that is at least 1000 pixels. Along with a high resolution jpg image, we also accept vector ready art: psd, eps, or PDF. Want to learn more about image resolution, pixels, and dimensions, click here.
How long does it take to process an order? Once artwork is submitted we will get back to you within one-business day with either a preview of your design or a note from our designer regarding any problems encountered with an image. Once artwork is approved, you will receive a time-line for when your product will be shipped based on your event date. We usually ship within two days of approval. For edible toppers we try to accommodate your deadlines as much as possible.
I have an order request and I don’t see the option online, who do I contact for special requests? We specialize in personalization and we take special requests and offer many add-on services – just contact us at email@example.com or call 212-358-7791. Some requests include cello bag and ribbon, sprinkle colors, custom gift boxes, sending cookies as gifts to multiple locations, and much more…
How much advance notice do I need to process an order? Typically we require at least 10 business days to process any order. With each order request, an event date is requested with every order and we will try to accommodate as much as possible. When you receive your preview, the time-frame for processing and delivery is included. Rush fees may apply for expedited orders.
Do you offer samples prior to an order? For larger orders we will provide a sample edible print to view color and along with generic sample YouCake cookies for tasting. If date sensitive, we will send a photo of the print for you to review color matching. A small batch of the finished cookie is available upon request for a fee, which is based on size of the cookie and quantity requested.
How do you handle copyrighted images? We require express written permission from the publisher or image owner to reprint any copyrighted and trademarked images and materials.
How are products packaged? All cookies and toppers are sealed. Cookies are individually sealed unless cello bag and ribbon are requested for an additional fee.
How long do your products remain fresh? Cookies and toppers stay fresh in their sealed package for up to six weeks. No refrigeration is required for either the cookie or topper, but they should be kept out of the light to prevent any color fading.
What are your nutritional and dietary guidelines? For topper and cookie ingredients, please click here for information.
How do you ship? Shipping options include: FedEx Ground, FedExpress or USPS priority mail. Tracking information is provided for all FedEx shipments. We cannot guarantee shipping time for any USPS shipment. We ship from Long Island City, NY. Shipping options and times are available during our online shopping process.
What is your shipping schedule? We ship Monday-Friday.
What is your cancellation policy? You may cancel an order within 12 hours that the order has been placed. To increase an order, please complete a new order online. Once an order has been shipped, we are not able issue any refunds.
What is your return policy? We take every precaution to package our products carefully. Since food products are fragile, we will not give credit for any small defects or chips that may have occurred during shipping. If items are severely damaged, we may provide a credit to a future order. To receive any credit in this case, we require that you send a photograph of the damage within 24 hours of receipt of the item. Unfortunately, if a package was damaged due to extreme temperature changes during shipping, we are not responsible. Please be aware of the risks involved in ordering baked goods during hot inclement weather conditions.
Who can I contact if I have a shipping question on a particular order? You may email firstname.lastname@example.org or call (718)-791-3809 for our customer service department from 10:00am – 7:00pm Monday-Friday; Saturday 11:00am -3:00pm. Please provide the order confirmation number in your query.
Do you offer volume pricing? You may email email@example.com or call (718)-791-3809 for wholesale and volume pricing discounts.