Shipping, Local Delivery and Pickup Policy

Shipping Policy

Thank you for choosing Sweetheart Bakery for your custom treats. Our cookies are baked-to-order, carefully decorated, and fragile, so we take extra care with packaging and shipping. Please review our shipping guidelines before placing your order.

Processing & Turnaround Time

All cookies are made to order. We recommend placing custom orders at least 2 weeks before your event date to allow time for design, baking, decorating, packaging, and delivery.

Rush orders may be available depending on our schedule, but they are not guaranteed. If you have an urgent request, please contact us at  sweetheart.bakery.orders@gmail.com

Our minimum processing time 10 business days. 

Shipping Options & Timing

We ship through USPS, UPS, and/or FedEx to eligible locations shown at checkout.

Estimated shipping time is usually 1–3 business days once your order has shipped, depending on the shipping method selected at checkout.

Shipping time does not include order processing or production time.

Once your order is packaged and shipped, you will receive a tracking number by email.

Delivery Terms

We do our best to ship orders with enough time for your event, but we cannot guarantee exact delivery dates once a package is in the carrier’s possession.

Sweetheart Bakery is not responsible for carrier delays caused by weather, holidays, high seasonal volume, incorrect addresses, or other issues outside our control.

For event orders, we strongly recommend selecting a delivery date at least 1–2 days before your event.

Weather, Heat & Freshness

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.

Store cookies in a cool, dry place away from direct sunlight, heat sources, and humidity.

The customer is responsible for ensuring someone is available to receive the package upon delivery. Packages should not be left outside in heat, direct sun, rain, or unsafe conditions. Sweetheart Bakery is not responsible for cookies that become damaged after delivery due to improper storage or delayed pickup from the delivery location.

Damaged, Lost, or Delayed Packages

We package our cookies with care using protective wrapping and sturdy boxes. However, cookies are fragile, and once a package leaves our bakery, it is handled by the shipping carrier.

Minor cracks, small chips, or slight movement during shipping may occur and do not qualify for a refund.

If your package arrives severely damaged, please contact us within 24 hours of delivery with clear photos of the damaged box, packaging, and cookies. We will review the issue and may assist with a carrier claim when applicable.

Lost or delayed packages must be handled through the shipping carrier. Carrier claim approval is not guaranteed.

Local Delivery & Pickup Policy

We are happy to offer local pickup and limited local delivery for customers in the San Francisco Bay Area. Please review the options below before placing your order.

Local Delivery — San Francisco Bay Area

Local delivery may be available within the San Francisco Bay Area for an additional fee. Delivery availability and pricing depend on your exact location, order size, and our schedule.

If you would like local delivery, please contact us before placing your order or immediately after checkout so we can confirm whether delivery is available for your date and location.

Please do not select standard shipping at checkout if you are requesting local delivery. After we review your delivery request, we will send you a separate delivery quote, invoice, or confirmation.

• The customer is responsible for providing the correct delivery address, phone number, delivery date, and any access instructions, such as gate codes, apartment numbers, parking details, or building entry information.

Someone must be available to receive the order during the confirmed delivery window. If no one is available, the order may be left at the provided address if it is safe to do so. Once the order has been delivered, Sweetheart Bakery is not responsible for damage, theft, heat exposure, weather damage, or improper storage.

Free Local Pickup — Sunnyvale, CA

Free local pickup is available from our location in Sunnyvale, California. The exact pickup address and instructions will be provided in your pickup confirmation email.

To pick up your order:

1. Select the Local Pickup option at checkout.
2. Wait for an email confirmation that your order is ready for pickup.
3. Follow the pickup instructions in the email, including the confirmed pickup date, time window, and location.

Please arrive during your scheduled pickup window. If you are running late or need to adjust your pickup time, contact us as soon as possible.

Once the order has been picked up, Sweetheart Bakery is not responsible for damage caused by transportation, handling, heat, humidity, refrigeration, or improper storage.

For best results, transport cookies flat in a cool car and keep them away from direct sunlight, heat, and moisture.