As of 11/1/2020 The Hive Bakeshop recommends all clients submit their custom order requests at least 2 weeks prior to the date they need their request fulfilled. In some instances we can accommodate requests sent with less notice based on availability. The Hive Bakeshop also reserves the right to apply a rush charge fee for any request we accept with 3 days notice or less.
Due to high demand for custom orders , holiday pre-orders, and overall general demand, we cannot fulfill all order requests. Even when a request is submitted with ample notice, please understand we may already be fully booked on your day. We may try to propose an alternate day pickup to accommodate your request.
Custom order requests are only accepted online- we do not accept in-store requests in an effort to reduce time spent in line for all customers. At the completion of submitting your inquiry you will receive an automated email that confirms we have received your order request and will be with you as soon as we can to help you turn your request into a completed order. No order request is considered finalized without final payment and written invoice. If you do not receive an email stating we received your request while using this online system it means your request did not go through on your end. We will not expedite your request due to requests that were allegedly sent but not received.
If you continue to experience trouble with your browser, internet, or other potential issues kindly submit your request including all the information we request via direct email at: firstname.lastname@example.org. NOTE: You will not receive an auto-response when you submit a request via this method .
We look forward to helping you create a beautiful and memorable custom order!
Due to tedious, handcrafted nature of our products, we are unable to provide refunds or exchange custom cakes, cake pops, cupcakes, cookies, or any custom created orders. Once a cake/custom order (hereby referred to as “cake”) has been picked up by you or a designated party it is considered “Accepted”. All products are the responsibility of the customer once it leaves our shop. Refunds requested due to decorating style, color shade or general decoration design will not be honored. We only give refunds in accordance with refund policies stated above. We bake one day and decorate the next. If you need to postpone your cake for another date, we require at least one week notice. With less notice, we can reschedule your order (depending on availability) however you may incur an extra charge to re-bake the cake/recreate the elements on the cake. If you’d like to change the flavor of your cake, we require 72 hours’ notice and will do our best to make these changes but do not guarantee a change can be made. 3D Cakes, sculpted cakes, or cakes with heavy fondant elements require at least one week’s notice if changes want to be made to the cake or to change the date. Cake flavor and texture is subjective. Refunds requested due to flavor or texture after cake has been accepted and picked up will not be honored. You may qualify for a store credit if the product is brought back to us and the quality of the cake flavor or texture is determined not to meet our standards (Our cakes are tasted daily to insure highest possible quality). Quality determination is solely at the discretion of The Hive Bakeshop.
Please keep in mind variety in temperature and humidity may impact the flavor, overall design, or texture of the cake to some degree. Please understand we cannot control changes in texture or changes in color or shape due to weather conditions. All custom orders are required to be pre-paid in full to be considered finalized. Deposits for weddings or orders requiring contractual agreements are also non-refundable. These payments/deposits are non-refundable. If you cancel a cake order before we have a chance to deliver it to you, there is NO Refund. If you pre-paid in full, or placed a partial deposit, you will NOT get a refund if you cancel your order before we have a chance to deliver it to you or if you are picking it up at the bakery.
The following 3 scenarios are the only instances when we will provide a full refund:
1. If we fail to deliver your cake on the date and time stated on your contract for your wedding, or event. Due to traffic conditions in the DMV area, if we deliver the cake 2 hours late, or less we will NOT provide a refund.
Further, if customer provides wrong date, time or address for delivery, we will NOT provide a refund. **We will not be responsible for any additional expenses that you incur as a result of our failure to deliver the cake. Our liability is limited to the contracted value of the cake.**
2. If you come to our store for “pick up” and the cake does not meet your expectations, we may elect in our sole discretion to give you a refund (minus 50% handling/cancellation fee). This refund will be in place of a check (NO CASH or CREDIT refunds will be given) NOTE: If we give you a refund, you CANNOT keep the cake. You only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy.
3. If we deliver the cake to you and the cake does not meet your expectations, we may elect to give you a refund (minus 50% handling/cancellation fee). NOTE: If we give you a refund, you CANNOT keep the cake. You only get the refund if you do not “accept” the cake. If you request a refund at time of delivery, you MUST give us back the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake.
We take the satisfaction of our customers with the utmost seriousness. Be believe we only put out the highest of quality of products. We do not give refunds under any other circumstances. Refunds, if given, are given within 7 days.