Frank Vilt’s Cakes
Photo cookie order policies
Short, straightforward information about how we handle your order, artwork, delivery, and payment.
Privacy
We collect the information needed to prepare and fulfill your custom order, including your name, contact information, event and requested dates, delivery address, artwork, and order notes.
We use this information only to communicate with you, produce your cookies, complete pickup or shipping, maintain bakery records, and resolve order concerns. Payment is processed securely by Square; Frank Vilt’s Cakes does not receive or store your complete card number.
Uploaded artwork and order records are retained only as reasonably needed for fulfillment, customer service, legal, and business-record purposes. To ask about your information, email frankviltscakes@hotmail.com.
Shipping
Shipped orders require a requested arrival date at least seven business days away. We normally schedule the order to ship three business days before that date using USPS Priority Mail.
USPS delivery dates are estimates and are not guaranteed. Select an arrival date before your event whenever possible. The shipping charge shown before payment is based on the number and size of flat-rate boxes required. Orders containing 24 cookies use a Large Flat Rate box.
Customers are responsible for providing a complete and accurate address. Contact the bakery promptly if tracking shows a delay or if the package arrives damaged.
Cancellations and changes
Contact us as soon as possible if you need to change or cancel an order. Because every order is custom made, changes and cancellations may not be possible after artwork preparation or production has started.
Rush-order requests must be approved by the bakery before an order is placed.
Refunds and damaged orders
If your cookies arrive damaged or there is another problem with your order, contact us within 48 hours of delivery and include clear photos of the cookies and packaging. We will review the issue promptly and, when appropriate, provide a replacement or bakery credit.
Custom orders are not refundable for approved artwork, normal color variation between a screen and edible printing, preference changes, an incorrect customer-provided address, or carrier delays outside the bakery’s control.