Refund policy
Every ShuCake order is made fresh to order. Because preparation begins in advance of your scheduled pickup or delivery, please read this policy carefully before placing your order.
All Sales Are Final
Once an order is placed and confirmed, all sales are final. For cancellations or changes requested by the customer, store credit will be issued in accordance with the terms below. We do not offer cash or card refunds for customer-initiated requests under any circumstances.
Cancellations
Cancellation requests must be submitted at least 48 hours before your scheduled pickup or delivery time.
- Cancellations made 48+ hours in advance will receive full store credit valid for 12 months.
- Cancellations made within 48 hours of the scheduled time are not eligible for store credit, as ingredients and preparation will have already begun.
To request a cancellation, email us at order@shucake.ca with your order number.
Order Changes
Requests to change your order — including flavour, size, or scheduled date — must be submitted at least 24 hours in advance and are subject to availability. We cannot guarantee that changes can be accommodated within this window.
Damages & Incorrect Orders
We take every order seriously. Upon receipt, please inspect your order immediately in the presence of the delivery staff, or at the time of pickup.
If you believe you have received the wrong item, or if your cake is visibly damaged or defective at the time of pickup or delivery:
- Contact us at order@shucake.ca within 2 hours of receiving your order, with clear photos attached.
- Claims submitted after this window cannot be accepted due to the perishable nature of our products.
- If a claim is accepted, we will offer a replacement, store credit, or partial refund at our discretion.
Please note: product photos on our website are for reference. Minor variations in colour, decoration, or finish are natural characteristics of handcrafted fresh cream cakes and are not considered defects.
Non-Refundable Circumstances
We are unable to offer refunds, replacements, or store credit for:
- Colour or appearance differences due to screen display variation
- Changes in texture or condition resulting from improper storage or handling after pickup
- Personal taste preferences
Pickup
Orders will be held until store closing on your scheduled pickup date. If you are unable to collect your order, please contact us in advance to arrange an alternative time where possible.
Contact
order@shucake.ca — we respond within 24 hours, Tuesday through Sunday.