Policies/ Disclaimers

1. Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchange cheesecakes, cake pops, dipped treats, confection apples, and cookies. Once an item has been picked up by you or a designated party it is considered “Accepted”. All products are the responsibility of the customer once it leaves our shop. Refunds requested due to decorating style, color shade, or general decoration design will not be honored. We only give refunds in accordance with the refund policies stated above. We bake one day and decorate the next. If you need to postpone your cake for another date, we require at least 72 Hours / 3 Days' Notice.  Refunds are only accepted in the case of a direct cause/issue of Jay The Cheesecake Queen. In the event of a death or illness, refunds are not accepted, however, A credit will be added for future use. The deposit will be deducted from the credit as a result of death or serious illness, the deposit will not be refunded or credited. 

2. With less notice, we can reschedule your order (depending on availability) however you may incur an extra charge to re-bake the cake and or confections/recreate the elements on the cake. If you’d like to change the flavor of your frozen cake, we require 7 days notice.

3. Cake flavor and texture are subjective, we offer no baked frozen cakes and baked frozen cakes. Baked frozen cakes are thicker in density and texture, no baked frozen cakes, are consistent to thick "ice cream" like texture with no egg.  Refunds requested due to flavor or texture after cake has been accepted and picked up will not be honored. You may qualify for a store credit if the product is brought back to us and the quality of the cake flavor or texture is determined not to meet our standards (Our cakes are tasted daily to insure highest possible quality). Quality determination is solely at the discretion of Jay The Cheesecake Queen.

4. Our cakes are exceptionally moist and creamy. Keep in mind, variety in temperature and humidity may impact the flavor, overall design, or texture of the frozen cake to some degree. Please understand we cannot control changes in texture or changes in color or shape due to weather conditions. We do not advise storing a frozen cake above 40 degrees, a freezer below 0 degrees, due to the increased risk of foodborne illness when food is held in the danger zone ( Above 41degrees F or below 135 degrees F)

5. The shelf life for refrigerated cakes is 4-7 days depending on size and flavor. DO NOT consume REFRIGERATED CHEESECAKES after 7 days if kept refrigerated, DO NOT consume CHEESECAKES left out at room temperature for more than 3 hours in temperatures above 41 degrees. If the cheesecake is thawing out directly from the freezer, it is okay to thaw out at room temperature for 4 hours, do not exceed past 5 hours. Doing so is at your own risk. Cheesecakes contain Dairy Products and Allergens such as Milk, Milkfat, Cream Cheese, Butter, Egg, unless Dairy Free Alternatives are requested. 

6. Allergens such as Gluten, Coconut, Nut, Strawberry, Almond, Milk, Egg, Soy, Wheat, and All forms of Dairy are used in a variety of our Cheesecakes/frozen cakes, confections, and desserts. Please make sure you make Jay The Cheesecake Queen aware of any known allergies PRIOR to booking. We are not responsible for any allergic reactions that we were not aware of. 

7. Glitter Disclaimer, Jay The Cheesecake Queen uses a range of edible glitters & Non Toxic Glitter. Non-toxic glitter is safe to consume in small quantities ( Full Sized Cakes are OK for topping, dipped treats, fruits, and Confections) and is sometimes mixed in with edible glitter to accomplish the desired look. If you do not wish to add Non Toxic glitter, please make us aware at Booking. 

8. DEPOSITS ARE NON-REFUNDABLE. If you cancel a cake order before we have a chance to deliver it to you, there is NO Refund.

9. If you pre-paid in full or placed a partial deposit, you will NOT get a refund if you cancel your order before we have a chance to deliver it to you. The following 3 scenarios are the only instances when we will provide a full refund:

   • 1. If we fail to deliver your cake on the date and time range stated on your contract for your wedding, or event. If we deliver the cake 2 hours late, or less we will NOT provide a refund. Further, if the customer provides the wrong date, time, or address for delivery, we will NOT provide a refund. **We will not be responsible for any additional expenses that you incur as a result of our failure to deliver the cake/dessert. Our liability is limited to the contracted value of the cake.**

   • 2. If you come to our store for “pick up” and the cake does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). This refund will be in place of a check (NO CASH or CREDIT refunds will be given) NOTE: If we give you a refund, you CANNOT keep the cake/dessert. You only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy.

   • 3. If we deliver the cake/dessert to you and the cake/dessert does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). NOTE: If we give you a refund, you CANNOT keep the cake. You only get the refund if you do not “accept” the cake. If you request a refund at time of delivery, you MUST give us back the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake. That’s it. We do not give refunds under any other circumstances. Refunds are given within 7 days. We will not take back any desserts that have been eaten on. 

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