Shipping policy

LOCAL PICK-UP

We offer pick up at our store front, Cafe Pastel, located on 862 Dundas st. west. Pick-ups are available only during open hours Tuesday - 12:30-8pm and Wedneday-Sunday 8:30am-8pm. You can select your pick-up date upon completing your online order and you will be emailed to confirm a pick-up time. For all custom orders, you will be contacted by our admin team to confirm a pick-up time. Please note that orders may not be ready if you arrive prior to the confirmed pick up time. If you are unable to pick-up your order, please contact us at (416) 368-9490 or you may email us at hello@pastelbakes.com. Additionally, we do not take any responsibility for the status of the product (damages or otherwise) once it has been picked up.

If your order is not picked up on the selected pickup date, we cannot provide a refund. If you would like to make any edits or add special notes to your order, please ensure to contact us as soon as you've placed the order. 

DELIVERY

All our deliveries are currently completed through a third-party delivery service (Trexity). Before you complete your purchase, you will be prompted to add in the address for your delivery, following which you will receive a shipping cost. Please be mindful, that any mistakes on the address may lead to your product being delivered to an incorrect location. Pastel Bakes and Trexity will not be held accountable for any mistakes on shipping address made by customer. After your purchase is confirmed, you will receive a confirmation email from our admin team to confirm a delivery slot. Please be advised that while we can deliver during a preferred slot, we cannot guarantee an exact time for delivery.

When completing your order, you will be prompted to add in your contact details. We advise that you enter the contact number of the recipient as Trexity may contact them upon delivery. Once the product is picked up by Trexity from our location, you will receive a tracking link to see the live route of your order. Trexity will contact you upon arrival to deliver to your door. If they cannot reach you, they will leave the product at the door or lobby (if no unit number or access to building is provided). Please note that we, nor trexity, are responsible for the status of your product after it has been delivered (this includes any weather conditions which may hamper the condition of the product). We advise that you ensure someone is available to pick up the package or at least be contacted for further instructions. We do not provide any refunds if delivery is missed or not received. 

Trexity is required to take a picture of the product once delivered. This ensures we are able to track any damages which may have occurred during travel. If your product arrives damage, please contact us immediately at (416) 368-9490 or email us at hello@pastelbakes.com with a proper image. While we may not be able to fix the issue right away, upon investigation, you may receive a portion of refund for your order. Certain products, such as two-tier cakes are recommended to pick up, as there is a higher risk of damage during travel. Therefore, any fragile or extra tall products delivered against our recommendations will not be refunded in case of damage.

Please note that if the delivery address of an order is incorrect, we do not bear any responsibility of the order after it has been dispatched. You will also be charged an addition return-to-sender fee that is charged by the delivery servuce provider. 

Pastel Bakes Inc. does not bear any responsibility once an order has been picked-up or delivered to an address.