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What are Carlo's Bakery e-commerce policies?
Carlo's Bakery takes enormous pride in every product we offer and strive to deliver them in the best possible condition on the requested delivery date.
While there are many things we do to mitigate the risk of shipping fresh and frozen food around the country, there are unfortunately some things outside of our control like the weather and transit delays once the package is in the hands of FedEx, UPS or USPS. As such, the shipping guidelines published on this website are not guarantees of a shipping or arrival date.
Carlo's Bakery is unable to guarantee time of delivery, as this is all subject to the local carrier. Most carriers will deliver packages anytime between 8am-11pm. If you are placing an order for a time-sensitive event, we recommend placing your order early and schedule it to arrive 1-2 days before your event. A majority of our products can be frozen or refrigerated upon arrival to preserve freshness. In some instances due to weather, high package volume (especially during holidays) or other uncontrollable events, we may have your product arrive earlier than requested to ensure that it arrives in good condition.
Carlo's Bakery is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control.
Carlo's Bakery does not require a signature for the delivery of its packages.
Customers are responsible for checking that all shipping information is correct before submitting an order as well as in their order confirmation email. If you need to modify the delivery address once your order has shipped, a $19 address change processing fee will apply to your order. Once an address modification is requested, carriers require one business day to process the change, which may delay the package. Carlo's Bakery is not responsible for delays in transit caused by address modification.
Returns & Cancellations
Given the perishable nature of our items, All items on Carlosbakery.com are final sale. There are no returns, refunds or cancellations allowed on any orders that have shipped. All packages are shipped via UPS or FedEx and therefore we cannot ship to P.O. Box addresses. For Cancellation Requests on Unshipped Orders we ask that you please provide the request at least three business days prior to your delivery date. We do our very best to accommodate requests, however, not all requests are guaranteed to be fulfilled. The sooner you get in touch, the better!
Cake Builder Items are Sold AS IS, with no refunds or cancellations.
If an item arrives damaged or spoiled, our Customer Support team will work with you to determine an appropriate solution. Please reach out to our team using the HELP button on the bottom right corner of your screen, to resolve the issue within 7 days of delivery.
Does Carlo's Bakery ship overseas?
At the moment, we ship to the domestic United States only. We cannot ship to PO Boxes. Unfortunately, at this time we do not ship to Puerto Rico.
How is my food packed and shipped?
Carlo's Bakery is handmade, packed and shipped specific to that's items needs to ensure the freshest, most delicious food arrives at your door.
You can read the Instructions / Storage section on each product page to find out whether an item if it requires prep (i.e., ships frozen and/or defrosting process) or is ready to enjoy upon delivery. If you have additional questions about a specific product, just contact our Food Concierge team using the HELP button on the bottom right corner of your screen, our team is very familiar with the packaging practices of all Carlo's Bakery products.
What if I have food allergies?
Carlo's Bakery is not a wheat, dairy, egg, soy, or nut-free environment. We cannot guarantee that there has not been any cross-contamination with these products, even if the item is not directly made with those ingredients. If a customer has a food allergy, we do not recommend consuming any products.
ALL ITEMS ARE PROCESSED ON EQUIPMENT THAT ALSO PROCESSES PEANUTS AND TREENUTS.
We ship Nationwide and deliver five days a week, Tuesday through Saturday.