FAQS

Online Store Policies and Terms of Service TOP

Thank you for visiting Cake Sugar Designs. The following text is presented as the Terms of Service for viewing and / or ordering from www.cakesugar.com. By visiting www.cakesugar.com you agree to abide by these terms. If you have any questions, feel free to contact us by email at customerservice@cakesugar.com.

All Cake Sugar designs, photographs and images are protected under copyright law and may not be copied, altered or reproduced in any way without the expressed written consent of Cake Sugar Designs.  Should you submit your personal photos to us via email, facebook or twitter, please note by submitting these to us is giving us permission to use your photos on our website or in promotions. Please do not send us your photos if you do not want us to use them.

By visiting our online shop you agree that neither Cake Sugar Designs, nor its owners shall be held liable for any direct, consequential or incidental damages arising from any aspect of your order including, but not limited to the product, printing and delivery.

OUR PROMISE
We promise to provide you with a quality product and excellent personal service. Please let us know if there is anything we can do to improve your shopping experience.

PRIVACY POLICY
We will never share or sell your information to any third party. The information we collect is solely used to contact you about your order if necessary.

Edible Ink Colors

Keep in mind that working with edible inks and frosting sheets is not as exact as traditional paper and ink.  Colors can be difficult to match exactly and we can not guarantee results.

 As each design is made by a different artist, using their own color scheme. If you are trying to match 2 different designs, the colors will vary. The only designs that will match are those with the same product code and grouping. We DO NOT recommend trying to match different product designs and we will not be responsible if your order reflects this.

We allow 24 maximum characters with personalization.  We can fit 13 characters on the top and 11 characters on the bottom.  Placement of text will vary depending on your personalization request.  Fonts and font colors used in samples may vary on printed designs.  Specific requests should be emailed to customerservice@cakesugar.com.

 

Shipping
Orders will take 14 business days to receive, this does not include holidays. Need something faster? See our shipping options when you check out.

SHIPPING
Cake Sugar Designs ships all orders via USPS to the address provided. Please understand that we are unable to guarantee shipping times through these carriers. You acknowledge that a delay in delivery time does not qualify you for a refund or compensation. You agree that Cake Sugar Designs is not responsible for lost shipments once the Shipping Company has provided delivery confirmation.  Cake Sugar Designs Inc. is not liable for delays in delivery due to weather, or other unforeseen problems. Please choose the appropriate shipping method during check out and, if possible, allow extra time to help avoid these concerns.

  PLEASE MAKE SURE YOUR PACKAGE DOES NOT SIT IN YOUR MAILBOX FOR A LONG PERIOD OF TIME, AS HEAT & COLD WEATHER WILL DAMAGE OUR PRODUCT, FADING COLORS AND/OR MAKING TOPPERS DIFFICULT TO REMOVE FROM BACKING SHEET.

 

Refunds and Exchanges

RETURN POLICY
Due to the nature of our products, we do not accept returns. Should you feel that your order was not delivered as promised, please email us directly at customerservice@cakesugar.com and we will make every effort to work with you to correct the problem, I you are having a problem with the product, please keep the product as it will need to be returned within 14 days intact to be considered for a refund. Once your product has been approved to be returned, once we receive the product we will then determine if a store credit or replacement can be issued. If we determine the product is usable, we will return to you and no replacement or store credit will be issued, no exceptions to this rule. Shipping is not refundable in any case.

 

WHAT YOUR BAKER NEEDS TO KNOW!

Wether you are making homemade cupcakes/cakes or you are having a bakery make them for you, please read these very important facts.

 

  • Don't overfill cupcake or cake batter.
  • Toppers should remove easily from baking sheet, if not, freeze out of packaging and plastic bag, for 2-5 minutes, they will pop off of baking sheet easily.
  • Cake/cupcake should be as flat as possible, if not cut cake so that it is a flat surface.
  • Frosting should be buttercream for best results, it must be soft & moist.
  • We do not recommend melted(torched) buttercream.
  • Frosting should be flat & even for best results.
  • White frosting works best, chocolate frosting can be used, but results will vary based in the color of topper.
  • Toppers should be put on the day of event. To prevent colors from bleeding due to warm, humidity or condensation, refridgerate cakes with toppers on until they are ready to be served.
  • If you live in a very humid area, please make sure to place toppers in freezer or 3-5 minutes, if they still do not come off, you will need to let them dry out outside bag in dark place. Please see FAQS section for more details.

 

How to use or problem with Voucher/Coupon Code? TOP

If using a voucher code, put your code in the box when you check out. Please remove any dashes, spaces in the voucher number sequence, our voucher code box will only except Letters and/or Numbers. You must hit the "recalculate button" to update your shopping cart to reflect the voucher deduction. You can only use 1 voucher number per order and cannot be combined with any other offer.  The dollar amount of your order must be for at least the voucher dollar amount or more. If your dollar amount is less than your voucher, our shopping cart cannot calculate this, as it will not give a credit for the unused portion of your voucher, if less than the voucher amount, this cannot include shipping. All voucher stipulations are stated that you forfit any unused portion of the voucher, as it is a one time use voucher. Coupons will expire on said expiration date, we are not able to extend any expiration dates, no exceptions. COUPON VOUCHER CODES MUST BE USED AT TIME OF PURCHASE, WE ARE NOT ABLE TO CREDIT YOU FOR VOUCHER AFTER PURCHASE IS MADE. Still having trouble please email us at: customerservice@cakesugar.com

 

What your Baker needs to know. TOP

  • Don't overfill cupcake or cake batter.
  • Toppers should remove easily from baking sheet, if not, freeze for 2-5 minutes, they will pop off of baking sheet easily.
  • Cake/cupcake should be as flat as possible, if not cut cake so that it is a flat surface.
  • Frosting should be buttercream for best results, it must be soft & moist.
  • We do not recommend melted(torched) buttercream.
  • Frosting should be flat & even for best results.
  • White frosting works best, chocolate frosting can be used, but results will vary based in the color of topper.
  • Toppers should be put on the day of event. To prevent colors from bleeding due to warm, humidity or condensation, refridgerate cakes with toppers on until they are ready to be served.

Why don't we list our phone number? TOP

Our preferred method of communication is via email. We do not list our phone number because most of our questions can be answered in our FAQS section and watching our "how to apply video". Also not listing our phone number keeps our costs low so that we can bring the savings to you in our low prices. Please contact customerservice@cakesugar.com for any questions or concerns, we will do our best to answer your questions within 24hours.

What are edible icing toppers? TOP

Cake Sugar toppers are the latest in edible printing technology.  Our toppers consist of a thin layer of icing that is printed using FDA approved food coloring.  The toppers are incredibly easy to apply; peel, stick and smooth your way to professional looking cakes, cupcakes and cookies.

What makes your toppers different? TOP

Unlike wafer paper, Cake Sugar icing toppers will merge with your frosting, producing a completely smooth texture which you can easily cut (or bite) through.  There is no dragging or tearing.

What type of designs can you print? TOP

We can print anything you would like, we do offer an array of children, baby showers, bridal showers and holiday designs as well as a print your business logo option.  Keep in mind that working with edible inks and frosting sheets is not as exact as traditional paper and ink.  Colors can be difficult to match exactly and we can not guarantee results. We are not able to print any trademarked image, even if you send it to us. This would be trademark infringment.

How do your toppers taste? TOP

Cake Sugar toppers do not have a noticeable taste.  They taste as great as the product you are applying them to.   

Humidity and Warm Weather instructions. TOP

Please allow yourself at least 5 hrs prior to the event to attempt to remove product from backing sheet, if they do not remove easily, you must follow the next steps. Your toppers should be very easy to pop off and remove. If not, humidity and warm weather can be a factor. Please put your sheet of toppers(not in plastic bag) in your freezer for 2-5 minutes. They will then be somewhat hard and they will pop off the backing sheet very easily. If the sheet gets warm again before you can get all the toppers off, please put back in the freezer! They will soften as soon as you put them on your cake. Please remember when putting in the freezer, keep them away from water, as they will run and bleed. If freezer method does not work, you will need to let the product dry out, outside bag in dark cool place for 3 hours+. PLEASE MAKE SURE YOUR PACKAGE DOES NOT SIT IN YOUR MAILBOX FOR LONG PERIOD OF TIME, AS THE HEAT & COLD WEATHER WILL DAMAGE OUR PRODUCT.

Storing your Toppers. TOP

All toppers are stored at room temperture, in the packing it arrives in. Please store in plastic bag and white stay flat envelope as light, sunlight and heat will change the colors in your design. Do not refridgerate or freeze your toppers. You may use your freezer as a tool to help you losen your toppers for application. Detailed instructions will be included with your order.

Edible Food Ink Color facts TOP

Keep in mind that working with edible inks and frosting sheets is not as exact as traditional paper and ink.  Colors can be difficult to match exactly and we can not guarantee results.

As each design is made by a different artist, using their own color scheme. If you are trying to match 2 different designs, the colors will vary. The only designs that will match are those with the same product code and grouping. We DO NOT recommend trying to match different product designs and we will not be responsible if your order reflects this. Please contact customerservice@cakesugar.com for any questions. 

Personalization/Text? TOP

Please make sure to add your ENTIRE personalization, we will not assume you want Happy Birthday unless you state it. We are not responsible if you list your personalization/text incorrectly.  We allow 24 maximum characters with personalization.  We can fit 13 characters on the top and 11 characters on the bottom.  Placement of text will vary depending on your personalization request.  Fonts and font colors used in samples may vary on printed designs.  Specific requests should be emailed to customerservice@cakesugar.com.

Thanks!

What type of frosting should I use? TOP

Our toppers work best on buttercream or cream cheese frosting. They also apply easily to cookies with royal icing. yes, they easily peel and press onto your frosted dessert. Please just make sure the frosting has a flat surface, as the toppers do not bend. if
your topper won't remove easily from the backing, it may be that your environment is too humid; place them on a flat surface and allow them to 'dry out' for 10-30 minutes, or until they easily release from the backing sheet. Or you can put in the freezer(not in plastic bag) for 2-5 minutes. A bit of buttercream or decorator's gel (clear) under your toppers will allow application onto whipped cream, melted(hard)buttercream or fondant. Chocolate or colored frostings will also work, but since our toppers are translucent the color of any darker frosting will show through. We do recommend white frosting for the best results.

Can I apply to bakery or store bought cakes & cupcakes? TOP

Yes, just make sure that the frosting is soft and fresh, otherwise the toppers will not have a good surface to meld them into place. You may also lightly spray or brush the back of your toppers with water, fresh frosting or corn syrup to soften them slightly before application. They also must be applied to a flat even surface. Please see How to Apply tab for video demonstration.

Are Cake Sugar toppers easy to apply, even for a novice baker? TOP

Yes!  Just peel, stick and smooth.  Your kids can even do it!! None of the samples on our website were baked by a professional.  Please make sure your cake surface is flat even surface.  Don't want to do the baking yourself?  You can buy pre-made cupcakes that are frosted from a grocery store and apply your toppers or many bakeries will apply our icing toppers for you.  For a quick dessert, we have even used store brand sugar cookies and frosting and the results were excellent with very little effort! The possibilities are endless.......

Please see" How to Apply" tab for video demonstration.

What sizes and shapes do you offer? TOP

Currently we offer our toppes in sheets of:

12 Cupcake Toppers 2 in round(standard cupcake) per sheet.

6 Cupcake Toppers 3 in round per sheet.

8 in round cake topper per sheet.

10 in round cake topper per sheet.

1/4 Sheet cake topper 8 x 10 in per sheet.

1/2 Sheet cake topper 10 x 16 in per sheet.

 

How long do Cake Sugar toppers last? TOP

Our icing toppers will stay fresh for up to 6 months if stored properly.  For best color and clarity, we recommend using your toppers within two to three weeks from arrival.  Store them in an airtight bag away from light to retain color and freshness.

How long do the toppers last after they are applied to frosting? TOP

For best results, apply toppers on the day you plan to serve them.  Take care not to expose your icing toppers to harsh light or to freeze & defrost them inside a sealed container.  Condensation will cause ink colors to bleed.  Once applied, toppers will last about as long as your baked goods; a couple days if properly stored.  

Overnight Express Shipping? TOP

Yes we do have Overnight Express Shipping, this is available for a total charge of $29.99. The price of your toppers is not included in this fee. Overnight Shipping will ship 2 business days from order date. Please email us at customerservice@cakesugar.com for questions regarding Rush Services.

What is your return policy? TOP

Due to the nature of our products, we do not accept returns.  Should you feel that your order was not delivered as promised, please email us directly at customerservice@cakesugar.com  we will make every effort to correct the problem.  If your return is approved by us, we will give you address to return it to and Return Authorization#. Once received if it is determined to be defective, we will issue a replacement or store credit. Labels and defective item(s) and Return Authorization # required for return. used, misused or customer damaged items are not acceptable for exchange or replacement. Shipping is not refundable in any case. 

Which shipping carrier do you use? TOP

We ship our packages via USPS Monday-Friday of each week. Ship time for standard shipping is 3-5 days. You will be emailed your tracking number when your item has been shipped. Please track through USPS.com  

Our Privacy Statement TOP

Privacy Notice

This privacy notice discloses the privacy practices for www.cakesugar.com. This privacy notice applies solely to information collected by this web site. It will notify you of the following:

  1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
  2. What choices are available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

  • See what data we have about you, if any.
  • Change/correct any data we have about you.
  • Have us delete any data we have about you.
  • Express any concern you have about our use of your data.

Security
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment

When will my order be shipped? TOP

All orders are custom made to your specifications, therefore Standard shipping is $6.99, ship time 10 business days from order date, does not include holidays.  If you need by a specific date, please send us an email before you order, we will let you know if we are able to make that date. Overnight shipment is available for a total cost of $29.99, Rush shipping is available at $10.99, ships 5 business days from order date. Cake Sugar Designs Inc. is not liable for delays in delivery due to weather, or other unforeseen problems. Please choose the appropriate shipping method during check out and, if possible, allow extra time to help avoid these concerns. Should your package become lost, we must wait 30 days to refund, as this will allow the package to eventually be delivered or returned to us.  We will work with usps to locate the package.

 Our Business hours are Monday-Thursday 9am-4pm cst.

Where are we located? TOP

We are located just outside of Chicago Illinois.  All products are shipped from here.

Cake Sugar Designs Inc.

4205 Northgate Drive

Spring Grove, IL 60081

Customer Photos TOP

We love to see our finished product, please send us your photos or add them to our facebook page. Should you submit your personal photos to us via email, facebook or twitter, please note by submitting these to us is giving us permission to use your photos on our website or in promotions. Please do not send us your photos if you do not want us to use them. Thank you.

Our online store hours? TOP

We are open Monday-Thursday 9am-4pm cst. Should you have a question, please email us at: customerservice@cakesugar.com  We do our best to answer your email within 24hrs during business hours Monday-Thursday.

Where are your products made? TOP

All our icing toppers and food grade ink are made in the USA! We ship from Illinois.