Order Policies & Terms
Everything you need to know before you place an order — from deposits and pickups to refunds and the occasional dispute.
Custom Orders
Custom orders require written approval before production begins. You'll need to provide your event date, pickup or delivery requirements, number of servings, desired flavor and design, color preferences, reference images when applicable, and any allergy information. An order is not confirmed until Grave & Sugar sends written confirmation and receives the required deposit.
Design Approval
You're responsible for reviewing your order details before production starts. The approved design, flavor, quantity, size, wording, colors, and pickup date become the final specifications. Minor artistic differences are expected — everything is handmade. Grave & Sugar does not guarantee exact reproduction of another baker's work, copyrighted artwork, photographs, or reference images, and may modify a design for structural, food-safety, ingredient, or production reasons.
Deposits & Payments
Custom orders may require a 50% non-refundable deposit to reserve your production date. The remaining balance is due by the deadline on your invoice. Orders are not fully confirmed until payment is received. Smaller standard orders may require full payment at checkout. Production will not begin on unpaid orders.
Cancellations
Standard order cancellation policies are displayed before payment. Custom-order deposits are non-refundable — your date, ingredients, materials, and production time are reserved specifically for you. If you cancel far enough in advance, Grave & Sugar may offer a store credit at its discretion. Once production has begun, refunds are generally not available for customer-requested cancellations.
Order Changes
Changes after confirmation are not guaranteed and may result in additional charges. Changes requested after production has begun may not be possible. Any change to event date, quantity, flavor, design, or size must be approved in writing.
Pickup
Please arrive during your designated pickup window and inspect your order before leaving when possible. Once the order is transferred to you, you're responsible for transporting and storing it appropriately. Grave & Sugar is not responsible for damage caused by improper transportation, handling, storage, heat exposure, or failure to follow provided care instructions.
Late Pickups
Please notify Grave & Sugar if you'll be late. Repeated or substantially late pickups may result in order cancellation. Grave & Sugar is not responsible for product deterioration caused by failure to collect at the agreed time.
Delivery
Delivery availability, fees, minimum orders, zones, and windows are established separately. Under Michigan's Cottage Food exemption, products may only be sold or delivered within Michigan. Internet orders are permitted when the required direct-interaction opportunity is provided. Grave & Sugar will not intentionally ship cottage-food products outside Michigan while operating under this exemption.
Damaged Orders
Photograph any damaged products and packaging and contact Grave & Sugar as soon as reasonably possible. If Grave & Sugar is responsible for a verified production or packaging issue, the business may provide a replacement, refund, or credit. Damage that occurs after transfer to you — including transportation, heat, improper storage, or handling — is generally your responsibility.
Food Safety Concerns
If you believe a product may be unsafe, stop consuming it immediately and contact Grave & Sugar. The bakery will document the complaint and preserve relevant records. Grave & Sugar will cooperate with applicable regulatory authorities, including MDARD, if a food-safety investigation occurs.
Refunds
Because food is perishable, refunds are not automatically provided for change of mind, incorrect ordering, failure to pick up, or subjective dissatisfaction. Refunds, replacements, or credits may be considered for incorrect or missing products, significant production defects, verified food-safety concerns, or other circumstances Grave & Sugar determines appropriate. Nothing in this policy eliminates rights that cannot legally be waived.
Payment Disputes & Chargebacks
Please contact Grave & Sugar directly before initiating a payment dispute. Grave & Sugar maintains order confirmations, invoices, payment records, communications, and pickup documentation and may provide these to a payment processor in response to a disputed transaction. Fraudulent or intentionally false claims may be reported to the appropriate processor or authorities.
Pricing
Prices listed are starting prices unless otherwise stated. Custom work may cost more depending on size, servings, complexity, specialty ingredients, number of decorations, hand-painted work, sculpting, custom packaging, or rush production. The final price will be confirmed before production begins.
Rush Orders
Rush orders are accepted only when production capacity allows and may carry a rush fee. Grave & Sugar may decline a rush order without providing a reason.
Customer Conduct
Grave & Sugar reserves the right to refuse service to customers who threaten or harass staff, engage in abusive behavior, repeatedly violate pickup policies, attempt payment fraud, make knowingly false claims, or otherwise create an unreasonable safety or business risk. This policy is applied consistently and lawfully.
Communication
Important order information should go through official Grave & Sugar channels. You're responsible for providing an accurate name, email address, phone number, pickup details, and order information. Please monitor your email for confirmations and updates.
Dispute Resolution
Please contact Grave & Sugar directly first to resolve any order dispute in good faith. Nothing in this policy prevents you from exercising rights provided by applicable law.
Policy Changes
Grave & Sugar may update these policies when necessary due to changes in Michigan law, Cottage Food requirements, business operations, new products, insurance requirements, payment-processing requirements, or customer-service considerations. The current version applies to orders placed after the effective date.
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