Shipping, Returns & FAQ

Unfortunately once your order is PRINTED in the warehouse, we cannot add to the existing order. You can however place a NEW order for any additional items you may need. All orders placed before our 11:00 AM ET cut off will be processed on the same business day.

Your shipping costs will automatically be calculated during the process of your order. All shipping is calculated by the size & weight of your order as well as your location (postal code / zipcode).

In order to receive a proper shipping calculation, please be sure to provide us with a complete shipping address when you register for your account.

For your convenience we offer multiple ways for you to receive your order - Flat Rate, Standard, Ground and Express. Flour Confections will choose the best method for your shipping quote from the following carriers: Canada Post, FedEx, Purolator & DHL (for International Customers). In-store Pick-up is available for those local to our Pickering store.

• For Canada Post shipping policies click here
• For FedEx shipping policies click here
• For Purolator shipping policies click here
• For DHL shipping policies click here

Flour Confections reserves the right to change courier, carriers or service.

Large orders (typically over 300lbs) to commercial business addresses may be delivered palletized by common carrier. If delivered by common carrier on a pallet, a loading dock is typically required to prevent additional off-loading charges by the carrier. These off-loading charges are the responsibility of the customer.

Free Shipping - Flour Confections offers free shipping on orders over $100 anywhere in Canada*. This offer is only applies to orders where free shipping has been selected as a shipping method. Free shipping cannot be combined with any discount code. Flour Confections reserves the right to choose the shipping carrier and type of service. Overnight, Priority and sameday shipping services never qualify for free shipping. Depending on your location, delivery can take between 3 to 6 business days**, longer for rural locations.

*Delivery location exclusions: Certain local delivery commercial customers who qualify for Weekly Delivery Service.

*Some postal codes within Canada are considered remote and will therefore be subject to a flat rate shipping fee of $12.95 CAD (plus applicable taxes). The below table represents remote locations subject to this flat rate fee by province and postal code.

Newfoundland & Labrador A0A - A0O A0P - A0Z A1A - A1N A1O - A2U A2V A2W - A9Z Quebec G0G G4T

Nova Scotia B0A - B0E New Brunswick E5E - E5G E5V Ontario P0A - P0K P0M - P0Z

Saskatchewan S0A - S3M S8A - S9Z British Columbia V0A - V0B V0C V0I - V0M V0O - V0Z V1A - V1C V1D - V1J V1K - V1R V8G - V8J

Alberta T0A - T0I T8E - T8G T8V - T8Z T9S - T9U Manitoba R0B

*Free Shipping delivery location exclusions continued; Canadian Teritories - NWT, Yukon & Nunavut and are subject to an Flat Rate shipping of $150.00 plus tax.

Note; In some circumstances where the shipping charges are extremely high, we may ask the customer to pay for more than the flat rate. In these cases, you will be contact prior to shipping your order.

Due to extremely high shipping costs, residents that fall under the P0L postal code are required to pay full shipping fees.

**Urban Postal Codes INCLUDED for 3-6 day free shipping services. Postal codes not listed below may still qualiy for free shipping however will take typically 3-10 business days

All orders placed before order cut off (11:00 am EST) will be processed SAME BUSINESS DAY* (*EXCLUDING Free Shipping orders).

We offer various methods of shipping to suit your needs. Your order will be shipped out according to the method of shipping you have chosen during the time of ordering. We offer everything from same day courier* to overnight to standard shipping. Please see our shipping methods for more details.

Flour Confections offer flat rate shipping anywhere in Canada and the continental USA. Canadian orders cost $7.95 CAD to a maximum weight of 1.3KG. US orders cost $10.95 USD to a maximum weight of 2.2 lbs.

Yes, Flour Confections will ship to a P.O. Box if Flat Rate or Standard is selected as your shipping method. FedEx and DHL will not deliver to a P.O. Box.

Yes, Flour Confections will ship to all Canadian and US Military bases via Canada and US Postal Service, Purolator and FedEx. Although DHL does not deliver to PO, APO, or FPO box address you may request the shipment to be held for pickup. The receiver will then be able to pickup the shipment at the local DHL Express station.

Flour Confections offers competitive pricing on all the products we carry. We offer bulk pricing on many products such as boards, boxes, fondant, cupcake liners, etc which can be found on the website under each individual product when available. Commercial accounts are available to those businesses which have a commercial business address. Please Contact Us. for more information should you wish to open a commercial account.

Once your order has shipped, you will receive an email notification providing you with the tracking information (if available) for your order. Please note that it can take up to 24 hours for the tracking information to update within the carriers’ system. With this number you can track your package & know when it will arrive.

Absolutely! Our website is secured with a SSL encryption and we never receive your credit card information directly. We also offer the security of paying via PayPal should you wish.

Shipping Cut-off: orders received after 11:00 AM EST will be processed on the next business day and may not be reflected in estimated delivery date.

Example;

An order placed on Monday BEFORE 11:00 AM EST will typically will ship the same day.
If your shipping quote suggests "1 Day" your order would typically arrive on Tuesday.
If your shipping quote suggests "2 Days" your order would typically arrive on Wednesday.

An order placed on Monday AFTER 11:00 AM EST will typically will ship on Tuesday.
If your shipping quote suggests "1 Day" your order would typically arrive on Wednesday.
If your shipping quote suggests "2 Days" your order would typically arrive on Thursday (NOT on Wednesday).

Free shipping orders are EXCLUDED - and take 3 to 10 business days.

There are no deliveries on Saturdays, Sundays or Holidays.

We strive to ship all orders within 24 business hours from the time of payment. For orders placed on a weekend or holiday, they will be shipped on the next business day. Please allow a minimum of 4 business days after your order is scheduled to arrive before notifying Flour Confections - please Contact Us.

Please note: It is the responsibility of the customer to ensure that all address and contact information is correct prior to completing their order. Incorrect addresses and or contact information can lead to processing and shipping delay and possible surcharges.

Shipping insurance is included to a maximum of $100.00 CAD with your order. Additional shipping insurance can be purchased, at the customers expense. Please inform the sales staff in the comments area of your order to be sure a shipping insurance quotation is provided for your approval prior to your order being shipped.

Shipments to US addresses under $200.00 for personal use may or may not be subject to duties, taxes and brokerage fees. These fees are the sole responsibility of the receiver/addressee.

Shipments to international addresses may be subject to duties taxes and other importing, customs or brokerage fees. These fees are the sole responsibility of the receiver/addressee.

Flour Confections Inc. ships WORLDWIDE. We offer competitive shipping rates on all shipments.

All US and international shipments maybe subject to customs and border security inspections.

All US and international shipments will include a commercial invoice, including contents and value of the shipment.

Some items cannot be exported due to manufacture or government restrictions. You will receive an email notice if your order contains items which cannot be sent.

Flour Confections recognizes the following not for profit associations and educational institutions for discounts:

• Canadian Society of Sugar Artistry (CSSA) 10% off in-store & online to current members
• George Brown College (GBC) 10% off in-store & online to current students
• International Cake Exploration Society (ICES) 10% off in-store & online to current members

We also offer specials & discounts which can be found on the main page of the website. These discounts will change seasonally. Check our main page here for details.

Note: you cannot combine discount codes with any other offer or sale.

If you would like to find out if your not for profit associations or educational institutions qualifies for a discount please Contact Us here.

All orders are processed within 24hrs of being received. If you wish to cancel your order, please contact us either via phone 888-243-CAKE (2253), reply to the automated order processing email you receive when you placed your order or Contact Us as soon as possible in order to stop the order from being shipped. Although we will do our best to ensure your cancellation request is processed, we cannot guarantee that we will catch them in time prior to your order being shipped.

Our website will indicate whether or not an item is in stock. If items are out of stock, we will contact you regarding the status of your order.

Unfortunately Flour Confections does not hold backorders.

Any items which are out of stock at the time of ordering will be refunded and the balance of the order will be shipped.

Backordered/out of stock items must be reordered when available.

If an item is out of stock, you can subscribe online for Product Notification Updates which will notify you via email once the item is available again for purchase.

If an item has become discontinued or permanently out of stock, you will be notified via email and the appropriate fees will be refunded to your account.

We want you to be happy with your purchases from Flour Confections – if you have changed your mind about your purchase and wish to return it, we have a 30 day return policy. Flour Confections will process a refund or exchange (for both in-store & on-line purchases) provided that:

• You return the item within 30 days of purchase
• You provide Proof of Purchase (in-store sales receipt or on-line email receipt)
• The item must be in New Condition, in Original Packaging, Unopened, Unused Original condition
• The item was originally purchased at Flour Confections
• Return Authorizations are only valid for 14 days from creation
• The item is not from our Exclusions list

Please note that all returns, refunds or exchanges must be done within 30 days & with the original purchase receipt. If you do not have the receipt or if the return is outside of 30 days, Flour Confections may, in its discretion, provide you only with the current value of the item on a Gift Card. The original payment method must be present to receive a refund, otherwise a gift card will be issued. Cash refunds will NOT be issued. All product is subject to an inspection.

The following items CANNOT be returned for refund or exchange:

• Final Sale Items
• Discounted/Clearance Items
• Gift Cards
• Chocolate products that may have been exposed to warm temperature.

RETURNS – ARE A PIECE OF CAKE!
There are 2 ways to return your item(s):

RETURN VIA MAIL:

1. Login to MY ACCOUNT, select VIEW ALL ORDERS
2. Select ORDER number
3. REQUEST a return
4. Select ITEM to be returned – please repeat this process to return more than one item
5. Select REASON FOR RETURN
6. Select PREFERRED REFUND METHOD
7. Add any additional comments if required
8. CONFIRM request
9. Note RMA# and clearly indicate this number on the outside of your package. Return Authorizations are only valid for 14 days from creation.

RETURN TO STORE:

• Within 30 days of purchase, bring your item(s) to the retail store – item(s) must in original condition & packaging, items cannot be final sale.
• Please be sure to bring your ORDER SUMMARY & ORDER INSERT, as well as the original method of payment used to place the order.

If you have received an item in error, or and incorrect item, please:

1. Login to MY ACCOUNT, select VIEW ALL ORDERS
2. Select ORDER number
3. REQUEST a return
4. Select ITEM to be returned/exchanged – please repeat this process to return more than one item
5. Select REASON FOR RETURN - Wrong Item Sent
6. Select PREFERRED REFUND METHOD - Exchange
7. Add any additional comments if required
8. CONFIRM request
9. Note RMA# and clearly indicate this number on the outside of your package.

Flour Confections prides itself in packaging your orders with great care. However, sometimes damage occurs and we need to be notified promptly in order to serve you better. If you do receive a damaged/defective item, we will replace the damaged/defective item(s) at no additional charge or refund your money upon receipt of the damaged/defective item(s).

If you received damaged items: Save your shipping box! It may need to be inspected by the carrier. Claims cannot be made for damaged goods if the box is discarded.

1. Login to MY ACCOUNT, select VIEW ALL ORDERS
2. Select ORDER number
3. REQUEST a return
4. Select ITEM to be returned/exchanged – please repeat this process to return more than one item
5. Select REASON FOR RETURN - Arrived Damaged
6. Select PREFERRED REFUND METHOD
7. Add any additional comments if required
8. CONFIRM request
9. Note RMA# and clearly indicate this number on the outside of your package.

Any order sent to a customer that is refused will be charged the shipping costs plus a restocking fee of 15%.

It is the responsibility of the customer to ensure that all address and contact information is correct prior to completing their order. Incorrect addresses and or contact information can lead to processing and shipping delay and possible surcharges.

If your order is returned to us due to an incorrect address given by you (the customer) at the time of ordering, we will re-ship the order at your own expense. If you (the customer) choose not to have the order re-shipped, you will be charged a 15% restocking fee plus the original shipping charges.

Yes, Flour Confections does ship chocolate and other temperature sensitive products all year round.

On each temperature sensitive product you will have to select if you would like to include "cold packs" and if so, how many. The cost of each cold pack is minimal.

Temperature sensitive products are shipped with the following Warm Weather Shipping Warning.

Flour Confections does NOT recommend shipping chocolate products during the months of June, July, August & September. If you must have chocolate shipped Flour Confections recommends purchasing COLD PACKS for your order - and also choosing the fastest method of shipping possible.

Flour Confections CANNOT guarantee the prevention of melting chocolate products, no matter the month or current temperature, even though you may follow our recommendations of COLD PACKS and CHOOSE the fastest shipping method melting still may occur. Purchase at your own risk.

Should your chocolate arrive melted, often times they can still be used.

Yes, Flour Confections does take special orders on some products.

Special order products are clearly indicated with an attribute indicating approximately how many days the special order item will take before shipping. Delivery time is NOT included in this estimate.

*While most orders ship in a few days, exceptions do occur such as exotic colored products, or orders requiring proof approval - but we'll keep you posted!

Some products ship from the factory based on your order alone and delivery times can vary from a few days to a few weeks depending on inventory levels. Shipping times vary by greatly by brand.

Product availability is subject to change between the time that an online order is placed and the time of fulfillment. Customers will be contacted should there be any difficulty in completing their order. Funds are collected at checkout and will be refunded to your credit card in the event we cannot complete your order.

Yes, due to unusually high demands and on going supply chain shortages, Flour Confections reserves the right to limit ordered quantities for both online and instore purchases.

For online orders you will be notified via email if your order is being limited.

Yes, Flour Confections does offer in store pickup as a shipping option.

Customers with an Ontario shipping address will be presented with In Store Pick-up Ready in 1 Hour as a shipping option at zero cost during checkout.

This option will ONLY be presented to customers with an Ontario shipping address. If you are located outside Ontario and need access to the in store pickup, please Contact Us.

You will be contacted via email in approximately 1 hour that your order is ready for pickup.