Frequently Asked Questions

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We offer local pickup and delivery for Kansas City and the surrounding areas.  For local cookie orders please complete the order form and specify if you would like delivery or pickup.  Gourmet cookie orders placed Sunday-Saturday are available for pickup/delivery the following Wednesday.  When placing custom sugar cookie orders please allow a minimum of 2 weeks advance notice.  

Cakes by Janell Nicole ships cookies nationwide throughout the United States.  

Shipments can only be delivered to a street address within the United States.  Cakes by Janell Nicole is not responsible for delays in delivery times due to incorrect or incomplete addresses.

Cakes by Janell Nicole is not responsible for delays due to weather conditions or other causes beyond our control. 

Due to the perishable nature of our products, Cakes by Janell Nicole does not accept returns/exchanges.

If for some reason you are unsatisfied with your purchase, please email customerservice@cakesbyjanellnicole.com within 1 day of when the package/order was received, and we will make every effort  to rectify the situation.   

All cakes, cookies, treats, fillings and icings may contain or come into contact with, soy, wheat, dairy, nuts or other allergens.  It is the responsibility of the Customer to inform their guests of all allergy information.  

We prefer at least (14) days notice for all custom orders, as we are continually booked in advance.  We will at times accept short notice orders where availability permits subject to an additional fee.  

Inspiration photos are accepted but a picture or photo of a product produced by another maker, can only be reproduced as Cakes by Janell Nicole’s interpretation of that product and will NOT be an exact reproduction of the product in the picture/photo.  Colors will be matched as close as possible.

A non-refundable depositor 50% is required at the time of order for all local custom orders.  If your deposit is not received at that time, the order is void.  Completing the deposit requirement is the only way to secure your date.  

Where we cancel the booking due to illness or any unforeseen circumstance that affects the ability to deliver the ordered Product, the deposit will be refunded within (7) business days of notification to the customer.

Delivery will be carried out in a safe and appropriate manner.  Once delivered to the customer and change of hands has been completed with the product in appropriate condition, it is then up to the customer to store and care for the cake/treats per our instructions.  If anything is to happen to the order after this exchange, we are not liable for any damages.  

CAKES/TREATS ARE FRAGILE and transporting is precarious.  Please keep this in mind especially when ordering tall cakes, 3d sculpted cakes, tiered cakes, and cakes with fruit fillings etc.  I will give strict instructions on how to care for the cake/treats if you opt out of delivery I will not be responsible for any accidents that happen after the order leaves my hands.

If for any reason the event is required to be postponed, please contact customer service immediately.  The new date proposed will be subject to availability.

If cancellation of the order is required, and you have paid your full balance, the refund policy is as follows:

If the cancellation is up to (1) month in advance of your event date, you will receive a refund, less your initial deposit and the cost of any supplies already purchased for your order.  
If the cancellation is less than (7) days prior to your event, there will be absolutely no refunds given.
Refunds will be paid within (7) days of cancellation.

Please note: Any non-refunded balance may be credited toward future purchases.