Policies

At Nana's Kitchen and Bakery Site, every order is handmade and customized just for you. I will always do my best to match your inspiration photos, color palette, and theme. Please note that I cannot create exact replicas of copyrighted designs, trademarked characters, or AI-generated images. Your cookies will be designed in my decorating style while staying as close as possible to your inspiration. Colors and overall theme will be carefully matched, but slight variations should be expected.

A non-refundable 50% deposit is required to secure your order date. Once your deposit is received, ingredients and supplies are purchased specifically for your order, and your spot is reserved on my calendar. For this reason, deposits are non-refundable. The remaining balance is due no later than 3 days prior to pickup. Orders that are not paid in full by the due date may be canceled.

Minor changes may be accepted up to 14 days before your pickup date, depending on availability. Because custom orders require advance planning and preparation, cancellations made after booking will forfeit the deposit.

Orders placed with less than 7 days' notice may be accepted based on availability and will incur a CA$25.00 rush order fee.

Once your order has been picked up, it becomes the customer's responsibility. Nana's Kitchen and Bakery Site is not responsible for damage that occurs after pickup, including damage caused during transportation, handling, weather exposure, or improper storage.

Please arrive during your scheduled pickup time. Orders not picked up on the agreed-upon date and time may be subject to a rescheduling fee if alternative arrangements are needed. If an order is not picked up within 48 hours of the scheduled pickup time and no communication has been received, the order may be considered abandoned and no refunds will be issued.

Nana's Kitchen and Bakery Site reserves the right to photograph all orders and use those images for marketing purposes, including social media, website galleries, advertising, and promotional materials. Customer names and personal information will never be shared without permission.

Products are prepared in a home kitchen that may process common allergens including wheat, eggs, milk, soy, peanuts, tree nuts, and other allergens. While every effort is made to prevent cross-contact, Nana's Kitchen and Bakery Site cannot guarantee an allergen-free environment.

Due to the custom nature of decorated cookies, refunds are not available once an order has been completed and delivered. If there is an issue with your order, please contact me within 24 hours of pickup so I can address your concerns.

Orders are not refundable if a customer cancels due to weather, illness, venue changes, or event cancellations after the order has been started. In some cases, pickup dates may be rescheduled if availability allows.