318 Petersville Rd, Brunswick, MD 21716 | (301) 969-6506

Custom Order Requests

Custom Order Requests

Custom Order Requests

Due to high demand for our custom orders  we require a minimum of two-full weeks’ notice for any request received through our online intake system.  All inquiries are required to be submitted through our website so that they can be timestamped and responded to in the order received.    Due to the high demand for our custom cakes/custom orders we cannot fulfill all order requests (even when order requests are submitted with ample time) as we may already be booked on the date of your request.  We will do our best to propose an alternate day or time for pickup to accommodate your request, but this may not always be an option for all clients. PLEASE NOTE OUR BUSINESS HOURS WHEN SUBMITTING YOUR REQUEST.

NO request is considered a confirmed order until it has been paid in full via our PAYPAL invoicing system.  We do anticipate being able to respond to most inquiries within 1-3 business days from the time we receive your initial request.  In some instances, the initial response to your request may take longer due to volume of requests being received at any given time.   Please do not call the bakery directly as they do not have access to inquiry information and our in-person staff cannot provide quote information.

Custom order requests are only accepted online.  We do not provide in-store consultations or in-store cake order requests in an effort to reduce time spent in line for all our customers as well as to ensure that all details are captured correctly for your special event.  Our online intake form is designed to capture all the information we generally need to make all custom cakes/custom orders.  PLEASE COMPLETE THE FORM IN ITS ENTIRETY OR YOU MAY EXPERIENCE DELAYS DURING THE REQUEST PROCESS.

Kindly remember that no request is considered a confirmed order until it has been paid in full via our PAYPAL invoicing system.  We do anticipate being able to respond to most inquiries within 1-3 business days from the time we receive your initial request.  In some instances, the initial response to your request may take longer.   Please do not call the bakery directly as they do not have access to inquiry information and our in-person staff cannot provide quote information. At the completion of submitting your inquiry you will receive an automated response that confirms we have received your order request and will be with you shortly to help you turn this request into a completed order.  NO ORDER REQUEST IS CONSIDERED FINLIZED WITHOUT FINAL PAYMENT AND A WRITTEN, PAID INVOICE.  IF YOU DO NOT RECEIVE AN EMAIL STATING WE HAVE RECEIVED YOUR REQUEST WHILE USING OUR ONLINE SYSTEM THIS MEANS YOUR REQUEST DID NOT GO THROUGH.  SUBMITTING PARTIAL OR INCOMPLETE REQUESTS WILL ALSO DELAY YOUR ORDER SO WE ENCOURAGE YOU TO BE AS PRECISE AS POSSIBLE. WE WILL NOT EXPEDITE ANY REQUEST THAT WAS ALLEGEDLY SENT BUT WAS NOT RECEIVED.  If you continue to experience trouble with your browser, internet or other issues, kindly submit your request (including all the information noted on our online system) via direct email at:  hivebakeshop@gmail.com.  NOTE:  you will not receive an auto-response confirmation of receipt when you submit a request via this method.

As noted on our social media feeds we are fully booked on all custom orders through July 14th, 2021. If your event is FOR AFTER  July 14, 2021, we look forward to responding to your request in the order it was received.

While our online order request form has been designed to capture all the required information we generally need to create any custom creation, we recognize that there are some clients who may choose to have a little more one-on-one assistance. If you still would prefer a custom consultation, we are happy to schedule you one based on the availability of our owners/cake artists.  This fee is a phone consultation fee in the amount of $40 for a 30 minute appointment.  The fee is non-refundable and covers the cost of speaking and reviewing your full order details via phone with one of our owners/lead bakers.  This fee does not go towards the cost of your cake/custom order and is billed in advance.  We heavily encourage our clients to utilize the online ordering system to avoid having to schedule a consultation; however, we do understand that some clients need a little extra assurance and are happy to provide that for a small fee that covers the cost of the time of our owners and cake artists.   

We are happy to answer *GENERAL* questions via a brief phone call if you just need to ask some questions before submitting your online request; however, we reserve the right to require any client abusing this courtesy to schedule a consultation.   General questions can be answered based on the discretion and availability of owners and cake artists.  Please note, there will be occasions where these individuals are unavailable based on the bakery being busy during business hours, meeting with other clients who have paid for consultations, or creating other paid orders.  We appreciate your understanding.

General consultations are not the same as wedding consultations.  Please email us or submit a request for wedding consultation information.  Please note we do not provide general pricing for weddings as all weddings are different and cannot be compared one to the next.

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 SOLELY IN THE FORM OF IN-STORE CREDIT/GIFT CARD AMOUNTS. 

We very much enjoy giving back to our community and surrounding areas through the support of donations and other monetary contributions.  We kindly ask that all requests are written via email to the attention of Rebekah and Sally Ontiveros at hivebakeshop@gmail.com.   We receive multiple requests and do our best as a small, local business to support and contribute to as many as possible.  However, we simply cannot support everyone-  we appreciate your understanding that no matter how much we may want to help we may not always be able to.

For any appearance, mentorship opportunities, speaking or other requests please also send them in writing so we can respond to them as soon as possible!  It’s a busy bakeshop, so we really don’t want to lose a business card or contact info…..EMAIL IS BEST!

Please note that we have a NO SOLICITATION POLICY for inside our bakeshop and appreciate everyone adhering to this policy. 

Custom Orders

  • MM slash DD slash YYYY
    What date is your custom order/custom cake needed? WE ARE CLOSED SUNDAY-TUESDAY. (Please remember we ask for a minimum of 2 week's advance notice for all custom orders)
  • Must be during business hours. Business hours are WED-SAT 10:30 AM- 5 PM
  • PLEASE BE DESCRIPTIVE. VAGUE, BLANK, OR GENERIC DESCRIPTIONS MAY RESULT IN YOUR CUSTOM ORDER REQUEST BEING DELAYED SO WE CAN GAIN CLARIFICATION ON YOUR ORDER REQUEST. WE HIGHLY SUGGEST SUBMITTING PHOTOS SO WE CAN ALSO SEE THE LEVEL OF DETAIL YOU ARE SEEKING. THANK YOU FOR YOUR HELP!
  • Max. file size: 50 MB.
  • Max. file size: 50 MB.
  • Max. file size: 50 MB.