Refund policy
Last updated: July 28, 2026
Cold Sugar Bakehouse produces perishable baked goods in small batches. Because our products are made for specific pickup dates, markets, delivery windows, and shipping dates, the following cancellation and refund rules apply.
Returns
Due to the perishable nature of our baked goods, we do not accept physical returns or exchanges after an order has been collected, delivered, or shipped.
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.
Standard order cancellations
For standard market pickup, Bakehouse pickup, and local delivery orders, cancellation requests must be submitted before the scheduled market, pickup event, or delivery window begins.
When a cancellation is approved, the customer may choose either:
- A refund to the original payment method; or
- Store credit for a future Cold Sugar Bakehouse purchase.
Orders containing unusually large quantities, products made specifically for the customer, or products that are not normally part of our regular market or walk-up menu may require at least 24 hours’ notice to qualify for cancellation. Requests made with less notice may be denied if the products have already been prepared or can no longer reasonably be offered for sale.
Order changes
Requests to change a product, pickup date, delivery date, or pickup location are always subject to availability.
A same-weekend location change may be possible when the order can be transferred to another scheduled Cold Sugar Bakehouse market or pickup opportunity. The customer understands that products transferred to a later day may no longer have been baked that same day.
A request to move an order to a later week must be received before the original market or pickup event begins so that the original products can be offered for sale. Otherwise, the order may be considered forfeited.
We cannot guarantee that a requested change will be available.
Holds and unpaid reservations
Products are not held or reserved without payment.
Any exception made by Cold Sugar Bakehouse does not create an obligation to provide unpaid holds for other customers or future orders.
Missed pickups
Customers are responsible for collecting their orders at the selected date, location, and pickup window.
When another Cold Sugar Bakehouse market or pickup opportunity remains during the same weekend, we may allow the customer to collect the original order at that later location or arrange pickup in Georgetown. Alternate pickup must be coordinated with us and is not automatic or guaranteed.
Orders not collected by the end of the applicable weekend or by another deadline agreed to in writing are considered forfeited and are not eligible for a refund or replacement.
Any courtesy credit or discount offered after a missed pickup is provided at Cold Sugar Bakehouse’s discretion and does not change this policy.
Thursday Porch Shop purchases
All Thursday Porch Shop purchases are final once checkout has been completed and the customer has taken the purchased products.
Because Porch Shop customers select the physical products available in front of them, purchases cannot be canceled, returned, or exchanged after they are taken from the porch.
A customer may still contact us regarding a genuine product-quality concern.
Product-quality concerns and incorrect orders
Please report an incorrect, damaged, spoiled, or otherwise unusable product within 24 hours of pickup, delivery, or confirmed carrier delivery.
Use the Contact & Help form on our website and include:
- Your name;
- Your order number;
- A description of the problem; and
- Photographs when the concern is visible, including concerns such as mold, damage, or receiving an incorrect product.
Photographs are required when reasonably necessary for us to evaluate a visible quality concern.
Cold Sugar Bakehouse will review each request individually. Depending on the circumstances, we may provide a replacement, store credit, partial refund, or full refund. Cold Sugar Bakehouse will determine the appropriate resolution, except where a specific remedy is required by law.
Personal taste preferences, changes of mind, and dissatisfaction unrelated to a product defect generally do not qualify for a refund or replacement.
Local delivery and unattended pickup orders
Local deliveries may be left at the delivery address provided during checkout. We may ring the doorbell, send a delivery or pickup notification, or otherwise mark the order as delivered or ready.
Once an order has been left at the correct delivery address or designated pickup area and the customer has been notified, Cold Sugar Bakehouse is not responsible for damage or loss caused by:
- Heat, rain, humidity, freezing temperatures, or other weather;
- Animals, insects, or pests;
- Theft or tampering;
- The customer’s delay in retrieving the order; or
- The order being left unattended after delivery or pickup notification.
Customers should bring perishable products inside as soon as possible.
Nationwide shipping
Shipping and delivery dates are estimates unless expressly stated otherwise. Cold Sugar Bakehouse cannot guarantee a carrier’s transit time after a package has been accepted by the carrier.
If a shipment is delayed, damaged, or appears to be lost before confirmed delivery, the customer should contact the carrier first and may also contact Cold Sugar Bakehouse through our website for assistance. We may help investigate the shipment or submit a carrier claim, but we do not promise an automatic refund or replacement solely because of a carrier delay.
Any resolution for a package lost or damaged while in carrier possession will depend on the circumstances, available tracking information, carrier findings, and applicable law.
If Cold Sugar Bakehouse cannot ship an order within the promised timeframe, we will provide any required delay notice and offer the customer the applicable option to accept the revised shipment date or cancel the unshipped order for a refund.
Packages marked delivered
Cold Sugar Bakehouse is not responsible for theft, loss, weather exposure, or other damage occurring after carrier tracking confirms delivery to the shipping address provided by the customer.
Customers should verify the delivery address, check the delivery location, ask household members or neighbors, and contact the carrier when a package is marked delivered but cannot be located.
Incorrect or incomplete shipping addresses
Customers are responsible for providing a complete and accurate shipping address.
Cold Sugar Bakehouse is not responsible for loss, delay, failed delivery, or spoilage caused by an incorrect or incomplete address supplied by the customer. The customer may be responsible for replacement product costs and additional shipping charges if an order must be remade or reshipped.
Contact us immediately after ordering if an address correction is needed. We cannot guarantee that an address can be changed after fulfillment has begun.
Custom and special orders
Custom orders include products made to a customer’s specifications, custom cakes, special designs, large-format products, unusually large quantities, or products made outside our normal menu.
Custom orders require 100% payment upfront and are nonrefundable once confirmed, except when Cold Sugar Bakehouse cancels the order, cannot fulfill it, or a refund is otherwise required by law.
Requests to change a custom order’s date, quantity, products, flavor, design, or other specifications must be submitted at least 48 hours before the scheduled fulfillment time. Changes remain subject to availability and may require an additional charge.
If Cold Sugar Bakehouse cancels or cannot fulfill a confirmed custom order, the customer will receive a refund for the unfulfilled portion of the order.
How to contact us
To request a cancellation, order change, refund review, or assistance with an order, use the Contact & Help form on the Cold Sugar Bakehouse website.
Include your order number and all relevant details. Attach photographs when reporting a visible product-quality or damage concern.
Cold Sugar Bakehouse may make reasonable exceptions based on individual circumstances. An exception made on one occasion does not require us to make the same exception in the future.