Refund, Cancellation & Order Policy

Standard menu items should be ordered at least 2–3 days in advance, when possible. Custom cake orders require additional planning and should be placed as far in advance as possible. Rush or last-minute orders may be accepted based on availability and may be subject to an additional rush fee.

Custom cakes are individually designed and handmade based on the customer's requested theme, colors, flavors, and design preferences. Reference photos may be used for inspiration. Because each cake is handmade, an exact replica of another baker's work or a reference photograph cannot be guaranteed. A custom cake is not officially booked until the required payment or deposit has been received and the order has been confirmed by Cakes by Shannon.

Standard Orders: Cancellations must be requested at least 72 hours before the scheduled pickup or delivery date. Cancellations made at least 72 hours in advance may be eligible for a refund, less any applicable non-refundable payment processing fees. Cancellations made less than 72 hours before the scheduled pickup or delivery date are generally not eligible for a refund because preparation may have already begun.

Custom Orders: Custom cake orders require advance preparation and may involve purchasing ingredients, supplies, decorations, and other materials specifically for your order. Once a custom order has entered production, it cannot be canceled for a refund. Custom cake deposits may be non-refundable once design work, ingredient purchasing, or production has begun.

Requests to change the flavor, size, design, quantity, pickup date, delivery date, or other order details should be made at least 72 hours before the scheduled pickup or delivery date. Changes are subject to availability and our production schedule. Once an order has entered production, changes may no longer be possible.

Please inspect your order at the time of pickup. Once an order has been accepted by the customer, the order is considered approved and accepted. Orders that are not picked up during the scheduled pickup window are non-refundable. If an order is not picked up, Cakes by Shannon may hold the order for a limited period of time based on the type of product. Perishable items may be discarded when they are no longer safe or suitable for consumption.

Please inspect your order when it is delivered. If there is visible damage or an obvious issue with your order, please notify Cakes by Shannon immediately upon delivery and provide clear photographs before consuming the product. Once the order has been accepted by the customer or designated recipient, Cakes by Shannon is not responsible for damage caused by improper handling, transportation, storage, temperature, or other circumstances after delivery.

We take great care when preparing, packaging, and transporting your order. If your order arrives damaged, please contact us the same day with your order number, clear photographs of the entire product and specific damage, photographs of the packaging if applicable, and a brief description of what occurred. Please do not discard the product or packaging until we have had an opportunity to review the issue. After reviewing the circumstances, Cakes by Shannon may offer an appropriate resolution, which may include a replacement, store credit, partial refund, or other remedy.

If you receive the wrong flavor, incorrect quantity, or an item is missing from your order, please contact us the same day as pickup or delivery. Please provide your order number and clear photographs when applicable. We will review the issue and, when appropriate, provide a replacement, store credit, refund for the affected item, or another reasonable resolution.

Taste preferences are subjective, and refunds are not provided simply because a customer does not personally prefer the flavor, sweetness, texture, or appearance of a product that was prepared according to the order. If you believe there is a genuine quality issue with your order, please contact us the same day as pickup or delivery so we can review the concern. Please provide photographs and retain as much of the product as possible for assessment. Each quality concern will be reviewed individually.

Because our products are freshly prepared food items, we do not accept returns of cakes, desserts, or other baked goods after they have been picked up or delivered. For food safety reasons, returned food products cannot be resold or redistributed.

Approved refunds will generally be returned to the original payment method. Refund processing times vary depending on the customer's bank or payment provider. Payment processing fees may be non-refundable because these fees are charged by the payment processor and are not retained by Cakes by Shannon.

Additional fees may apply when a new delivery attempt or other corrective action is required because of a customer-provided error, such as:

• Incorrect shipping or delivery addresses
• Incorrect pickup or delivery dates
• Incorrect flavors, sizes, quantities, or product selections
• Failure to follow storage or handling instructions
• Failure to be available for a scheduled delivery
• Failure to pick up an order during the designated pickup period

Severe weather, hurricanes, flooding, power outages, transportation disruptions, or other circumstances beyond our reasonable control may require an order to be rescheduled. If an unexpected circumstance affects your order, Cakes by Shannon will contact you as soon as reasonably possible to discuss available options, which may include a new pickup date, delivery time, replacement, or store credit.

We want every customer to have a wonderful experience with Cakes by Shannon. If something is not right with your order, please contact us promptly. We will review the situation fairly and work with you to determine the most appropriate resolution.