FAQ
Frequently Asked Questions
Ordering & Custom Cookies
How far in advance should I place my order?
We recommend placing custom cookie orders at least 2 weeks before your event date. Our minimum processing time is 10 business days because each order is made to order, decorated, packaged, and prepared specifically for your event. Rush orders may be available depending on our schedule, but they are not guaranteed.
Do you make custom cookie designs?
Yes. Sweetheart Bakery creates custom handmade decorated cookies and printed cookies for birthdays, baby showers, bridal showers, engagements, graduations, holidays, corporate events, real estate gifts, branded occasions, and other meaningful celebrations.
Can I personalize cookies with a name, age, date, theme, or short message?
Yes. Most cookie sets can be personalized with names, ages, short text, dates, colors, and theme details. Please double-check all spelling, wording, dates, colors, and personalization details before submitting your order.
Can you match my party theme or invitation design?
In many cases, yes. You can share your theme, color palette, invitation, mood board, or inspiration images. Final designs may vary slightly because each cookie is handmade or printed on an edible surface.
Do you make logo cookies for businesses?
Yes. We offer printed logo cookies for corporate events, client gifts, employee appreciation, real estate closings, product launches, branded party favors, schools, and local business events.
What type of logo file should I provide?
A high-quality logo file is best. PNG, PDF, SVG, or high-resolution JPG files usually work better than screenshots. Low-quality or blurry logo files may affect the final printed result.
Pickup, Delivery & Shipping
Where are you located?
Sweetheart Bakery is based in Sunnyvale, California. Free local pickup is available from our Sunnyvale location. The exact pickup address and instructions are provided in your pickup confirmation email.
Do you offer local delivery?
Local delivery may be available within the San Francisco Bay Area for an additional fee. Availability and pricing depend on your location, order size, date, and our schedule. Please contact us before placing your order or right after checkout to confirm delivery availability.
Do you ship cookies?
Yes, we ship to eligible locations shown at checkout through carriers such as USPS, UPS, and/or FedEx. Estimated shipping time is usually 1–3 business days after the order has shipped, but this does not include production time.
Can you guarantee delivery by my event date?
We do our best to ship orders with enough time for your event, but we cannot guarantee exact carrier delivery dates once the package is in transit. For event orders, we recommend selecting a delivery date at least 1–2 days before your event.
What happens if my package is delayed, lost, or damaged during shipping?
Once an order is transferred to the shipping carrier, carrier delays, lost packages, weather delays, or shipping-related damage are outside of our control. If your package arrives severely damaged, contact us within 24 hours with clear photos of the box, packaging, and cookies.
Cookie Care & Storage
Do the cookies need to be refrigerated?
No. Our custom sugar cookies do not need refrigeration. Please do not refrigerate or freeze them, as moisture can damage the icing, printed designs, and hand-decorated details.
How should I store my cookies?
Store cookies in a cool, dry place away from direct sunlight, heat, humidity, and moisture. Keep them flat and protected until your event.
How should I transport cookies after pickup?
Transport cookies flat in a cool car. Keep them away from direct sunlight, heat, humidity, and moisture. Once the order has been picked up, Sweetheart Bakery is not responsible for damage caused by customer transportation, handling, heat, or improper storage.
Cancellations, Changes & Issues
Can I cancel or change my order?
Cancellation and modification requests should be made as early as possible. More than 7 days before the scheduled pickup, delivery, or shipping date, changes may be possible depending on availability and design feasibility. Less than 7 days before the scheduled date, orders are no longer eligible for cancellation, changes, refunds, or store credit.
Do you accept returns or exchanges?
No. Because custom cookies are made to order, edible, and personalized for each customer, all sales are final. We do not accept returns or exchanges.
What if there is a mistake with my order?
Please inspect your order immediately upon pickup or delivery. If there is a serious issue, such as missing items, the wrong design, or major damage, contact us by email within 24 hours with your order number and clear photos of the cookies and packaging.
Are small imperfections normal?
Yes. Each order is handmade and/or printed on an edible surface, so slight variations in color, size, shape, layout, and final appearance may occur. Minor imperfections, small color differences, taste preferences, or customer-provided errors do not qualify for refunds or credits.
Contact
How can I contact Sweetheart Bakery about a custom order?
For custom orders, rush requests, delivery questions, or logo cookie inquiries, email us at:
sweetheart.bakery.orders@gmail.com