Specialty Ordering Timeline

All specialty cakes require an advance order window of 2–7 days, depending on the complexity of the design (details outlined below).

Please Note: While we strive to accommodate all orders regardless of notice, there are peak seasons (e.g., graduations, holidays) when our schedule fills up more quickly. During these times, additional notice may be required beyond the standard timeline. For the best availability and to ensure we can fulfill your request, we strongly recommend placing your order at least 7 days in advance.

PAYMENT/DEPOSIT POLICY:

A minimum deposit of 50% is required for all orders exceeding $40. Please note that your order is not confirmed or reserved on our calendar until the required deposit has been received by the specified deadline provided by Fratelli’s staff.

Failure to submit payment by the given deadline may result in forfeiture of your order, as availability cannot be guaranteed once the spot has been released. 

ORDER CAPACITY & CANCELLATION POLICY

At Fratelli’s, we strive to accommodate the high volume of order requests we receive each week. To maintain the highest quality of work for every customer, we accept a limited number of orders based on our production capacity. Once our schedule is full, we are unable to accept additional requests.

When cancellations are made without sufficient notice, we are often unable to fill the vacated slot on short notice, resulting in a lost sale. If you need to cancel or modify your order for any reason, please refer to the cancellation timeline outlined below.

While we understand that unexpected situations can arise and will do our best to accommodate them, we must adhere to our cancellation policy to maintain fairness and avoid repeated loss of business.

We appreciate your understanding and cooperation.

Due to the complexity involved, more intricate orders—such as tiered cakes, 3D or shaped cakes, custom cookies, and any items requiring fondant detailing, molds, or similar—require an additional 2 days added to the above timeline.

CREATIVE FREEDOM & REFERENCE PHOTO POLICY

At Fratelli’s, we welcome and encourage the use of reference photos to help us understand your vision. Our decorators always strive to closely match the design elements and overall aesthetic of the inspiration provided. However, we kindly ask that customers understand the following:

While we do our best to replicate the look and feel of reference images, exact duplication— especially of cakes created by other bakeries—is not guaranteed. Each of our decorators brings their own unique artistry to every creation, and some variation in color, detail, and layout may occur.

By placing an order with Fratelli’s, you acknowledge and accept that our decorators may use their professional judgment and creative discretion in the final design of your cake.

For a more accurate representation of what we can offer, we highly recommend browsing the portfolio of cakes available on our website. These showcase past work completed by our own team and will result in designs that more closely match your expectations.

Thank you for trusting Fratelli’s with your special occasion—we are committed to creating a cake you’ll love.

Merchandise Credit & Refund Policy

At Fratelli’s, customer satisfaction is important to us. However, due to the nature of our products, the following policies are enforced:

1. Reporting a Product Issue:
Any concerns regarding a product must be documented with a clear photo or the product must be returned to the store within 48 hours of pickup. We are unable to issue refunds or merchandise credits without proper documentation or return of the item. No exceptions.

2. Eligibility for Refunds or Credits:
Refunds or credits will only be considered if an error was made on our part. Please note that subjective elements of design—such as color tone, writing style, or décor placement—are not eligible for refund or credit if they were not clearly specified in the original order. These elements fall under our Creative Freedom Policy, which allows our decorators to apply their professional judgment.

3. Order Review at Pickup:
Customers are required to review their order at the time of pickup to ensure all details are accurate. If an error is noticed (e.g., incorrect spelling), we are happy to correct it on the spot. If someone else is picking up the order on your behalf, please make sure they are familiar with the design details and can verify accuracy.

Once the product has left the premises and has been reviewed, Fratelli’s is no longer responsible for any damage, discrepancies, or faults.

We appreciate your understanding and cooperation.

Allergy Advisory

At Fratelli’s, we take food allergies seriously and make every effort to accommodate customers with dietary restrictions. When an allergy is noted on an order, we ensure that all tools, equipment, and surfaces are thoroughly sanitized prior to preparation.

However, please be advised that Fratelli’s is not a nut-free or gluten-free facility. As such, while we take precautions, we cannot guarantee that cross-contact or trace amounts of allergens have not occurred during the production process.

We do offer a selection of gluten-free cakes and products, but the same advisory applies, as these items are prepared in a shared facility.

By placing an order, you acknowledge and accept the risk of potential allergen exposure. We appreciate your understanding and recommend consulting with a healthcare professional if you have a severe allergy.