When should I place my order?

The Sugary prides itself on delivering you the freshest desserts possible. We strongly encourage you to place your orders 2-4 weeks in advance. We produce a limited amount of desserts per week so we can give each client the utmost attention and detail to their event. If possible we will do our very best to accommodate any last minute requests. All orders (excluding wedding cakes) require 1 weeks notice for cancellation and must be paid in full at the time of booking. Please contact us via email through our custom cake form and kindly allow 48 hours for a response. Thank you!

What are my pickup or delivery options?

You can pick up your order at our location, 251 S. 21st St.

Where are you located?

Our cake & dessert shop is located in the Rittenhouse section of Philadelphia located at 251 S. 21st. St.

Do you offer allergen-friendly options?

All of our products are made on equipment that come into contact with nuts, dairy, soy, and wheat. We strongly caution clients with severe food allergies to not consume our products.

How do we store our products when we get home?

CUPCAKES: We recommend enjoying them the same day they are ordered but can be stored in an airtight container or plastic wrap your bakery box. Cupcakes are best enjoyed at room temperature, we recommend taking them out of the fridge at least 1 hour before serving.

CAKES: Our cakes taste best at room temperature. If you are serving the cake the same day you pick it up it can be left in a cool area and kept out of direct sunlight until ready to serve. If it needs to be refrigerated, please allow it to sit at least 2 hours at room temperature before serving.

COOKIES: All cookies should be left at room temperature and be transferred to an air tight container to keep them as fresh as possible. Depending on the type of cookie they will last for 3-5 days.

I want a flavor of cake not listed?

The Sugary is always up for a little experimentation. If there is a specific flavor you are looking for please let us know. We will do our best to make your taste buds happy.

ORDERING POLICY

To place a custom order, please fill out the online custom cake order form which can be found on our website: www.thesugaryphilly.com. Due to the design details and specifics that go into a custom cake, we do not accept custom orders over the phone or in-person. The email order is a point of reference when designing your cake to ensure that we are both aligned on the vision of your custom cake. A follow up call can be scheduled upon request.

We require a minimum of 14 days’ notice for all custom cake orders, unless we are fully booked. Please contact us as soon as possible to discuss your order details and availability.

To confirm your order, a non-refundable payment in full is required for all custom orders under $300.00. A non-refundable 50% deposit is required to confirm your order of $300.00 or more. The remaining balance is due 14 days before your scheduled pick up time. We accept all forms of credit cards, checks, cash (nothing higher than a $20 bill) or Venmo.

For deliveries, we charge a fee based on mileage and time. All deliveries require a minimum order of $250 or more. Please reach out to us directly for availability and an exact address for a quote.

At this time, we do not ship any of our products. They must be picked up or delivered on the date and time agreed upon when placing the order. All deliveries will be scheduled with a one hour time frame. We are not responsible for any disruption to deliveries that are out of our control, including but not limited to traffic, weather conditions, accidents or vehicle issue. We will notify you immediately if there are any issues with your scheduled delivery time.

Any paid order that is not picked up from our shop on your selected date and time can’t be re-sold or be eligible for a return. Please reach out to schedule an alternative time to pick up your items.

TRANSPORATION AND STORAGE

Every custom order will come with a cake care card for reference. All cakes should be held from the bottom of the box for support, not from the side of the box. Cakes should be transported in an air conditioned vehicle and on a flat surface. Cakes should never be held on someone’s lap or a car seat, this may cause your cake to slid. Drive slow and try to prevent any sudden stops. Cakes should be stored in the refrigerator and are best served at room temperature. All cakes should sit for a minimum of 2 hours at room temperature, before serving. We find our cakes have the best consistency when left at room temperature for 3-4 hours. Any left over cake should be stored in an airtight container in the fridge if it will not be consumed that day.

RETURNS, REFUNDS AND EXCHANGES

Due to the perishable nature of our desserts The Sugary does not provide refunds, accept returns or exchanges. When arriving for pick up the cake should be inspected before leaving our store, please address any issues that you may see and we will do our best to correct them before you leave. In the event that you were not satisfied with your purchase, please contact us within 24 hours of picking up your product by emailing us at: hello@thesugaryphilly.com or by phone. Please provide your order number, how the cake was transported & stored, a detailed description of the issue and photos from all angles. We will make every effort to address your concerns and make sure you are satisfied with your experience. We will determine a credit or re-order on a case by case basis. Please note that no credits or re-orders can be applied to claims made after the 24 hour pick up time.

CANCELLATIONS AND MODIFICATIONS

We understand that life happens and we will do our best to accommodate any changes to your order. All cancellation/modification requests must be submitted by email or phone 7 days before your scheduled pick up date, 3 days for our pre-designed online cakes. If baking or preparation has started, there will be no refunds or credits issues. Full or partial refunds will be granted on a case by case basis, we will do our best to accommodate your request. Please refer to your wedding cake contract regarding cancellations/modifications regarding your wedding cake.