06/16/2025
The Sugar Shack
Policies/FAQ
Delivery/Pickup Policy
Pick up instructions : Once your order is completed , you will be notified and sent the address for delivery. There are currently 2 pickup locations Macon and Warner Robins. Let’s respect our time and please arrive within your chosen time frame . Pickup hours are from 8am-6pm . Feel free to communicate any concerns in regards to pickup . If your order is not picked up within 48 hours , it will have to be discarded .
Delivery:
The fee for delivery is $20 for Warner Robins
$30 for Macon
Travel fees are NOT included in your order total. Your order total contributes to supplies and labor ONLY. All orders must be picked up or scheduled to be delivered ,there will be no exceptions . Delivery will take place at your chosen time and date. If any entities involved with The Sugar Shack are tardy by 10 minutes or more, the client will receive a 15% off coupon for the next order placed within 6 months.
Deposit requirement:
A 50% deposit MUST be made to secure your order, NO EXCEPTIONS. DEPOSITS ARE NON REFUNDABLE. It is best to secure your order upon booking, I will not hold your slot without a deposit in place.
When will you need payment?
All services must be paid for at least 7 days prior to event OR order will be considered a rush order. Delivery and rush fees can be applied if needed.
What if I need to cancel my order due to personal matters?
Deposits are non refundable. However, a credit may be applied to cancelations 72 hours before the eventAfter 48 hours, credit is no longer available or transferable. Credits will stand 30 days from acceptance.
Appearance:
The Sugar Shack takes pride in not only the taste of our products but its appearance as well. All custom orders will be completed with as much accuracy to reference photos as possible. Freestyle customs are based on artist discretion but consumer input is greatly accepted and encouraged. Any photos submitted as a reference are for reference only. Exact designs may not be reciprocated as all creators create their art differently.
When will my order be ready:
All orders are scheduled to be ready for pickup or delivery the morning of expected order date(as they are prepared the night before). Please schedule your orders on the correct date you need because not all products have weekly shelf life’s such as fruits, cakes, and or pastries.
I don’t like my order, something was wrong with my order, etc:
At The Sugar Shack we take special care to make sure our customers are satisfied with their product on all levels. As a way to thank those who have given The Sugar Shack 95% satisfactory across the board, deposits may be refunded if a customer deems their order unsatisfactory( as long as there was no wrong doing in structural support as left byThe Sugar Shack)
How do I care for my product:
Each order will receive their own set of product care to ensure the longevity and freshness of the product(s). Once product(s) leave hands of The Sugar Shack personelle, The Sugar Shack is no longer responsible or liable for said product(s). Please follow any and ALL care instructions.
✨Cake Care ✨
Please keep all custom cake orders on a FLAT SURFACE, this includes your floorboard of either your front or back seat. Although there are support systems put in place inside the cake, I cannot work against natural gravity. Meaning if something is placed at an angle over a prolonged period, it will then begin to move in that direction of said angle. To prevent this, please transport any items on a flat surface when possible. Sheet cakes and cupcakes are able to go in your trunk if they are free from obstacles that may roll onto or crush your product. Drive with care & avoid sharp turns when possible
Please be mindful of the temperatures and weather conditions outside and in your home. Hot/humid weather is not ideal for products. Make sure to refrain from having product in continuous warmth or heat as it may melt. Be sure to refrigerate your product ASAP.
