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Terms & Policies

The Oven Life guarantees to provide high quality, fresh, and handcrafted products in a timely manner as specified in order invoice. Product flavors, size, decoration elements, and quantity will be met as specified in order invoice. If you have any concerns about your order or are not satisfied, please disclose this at time of pickup or delivery. Once order has been "accepted" as defined by these Terms and Refund Policy, refunds or returns will not be considered. By reviewing our site and/or placing an order, you are aware of all policies set forth by The Oven Life and agree to have read and understood the Terms regarding payment, allergy information, care and handling and all policies outlined on this site.

Deposits & Payments

For custom orders over $100: 30% deposit is required to secure booking date and confirm order. Deposit must be submitted within 3 days of invoice issue date. Remaining balance is due no later than 24 hours before delivery/pickup due date shown on invoice.

For custom orders under $100: Full payment is required within 3 days of invoice issue date. 

For custom rush orders: Full payment is required within 24 hours of invoice issue date. 

For shipped cookie boxes: Full payment is required at checkout.

If deposit and/or payment is not received within the due dates listed above, booking date may be forfeited and order may be cancelled.

Any changes to invoice including; but not limited to: quantity, flavor, decoration, color, etc.,  must be made within 10 days prior to due date and cannot be guaranteed. Some changes may be subject to additional charges.

Allergy Information & Disclaimer

All of our menu items are prepared, baked, decorated, and packaged in a designated and sanitized area. However, they are made on shared equipment and some items may contain or come into contact with: Milk, Eggs, Tree Nuts (e.g., almonds, walnuts, pecans), Peanuts, Wheat and/or Soybeans. 

Care & Handling

Custom buttercream cakes and cupcakes require refrigeration up until 1-2 hours before serving. Let cake/cupcakes come to room temperature 1-2 hours before serving for best flavor, texture, and quality. Custom decorated cookies must be left at room temperature and stored in a cool, dry place for best flavor, texture, and quality. Room temperature is considered 68 degrees to 77 degrees Fahrenheit. If customer/proxy chooses order pickup, they are responsible for providing proper transportation of product(s) and/or proper set up and environment to ensure quality. Customer/proxy assumes all liability and responsibility for the condition of the order once it is "accepted" and out of the possession of The Oven Life. If external elements (e.g., flowers, cake toppers, etc.) are placed on custom cakes after it has been "accepted", The Oven Life does not assume any responsibility to damages incurred by these external elements. Plant safety is the responsibility of the florist or individual placing flowers not purchased through The Oven Life on custom cakes. For tiered custom cakes, dowels are placed on all tiers to provide support and to prevent damage/collapse during transportation and set up. Dowels used can be in the form of wooden supports or large straw supports. Face smashing and/or biting into tiered cakes without proper slicing or dowel removal first may present a safety concern and is not recommended for any custom tiered cakes.

Delivery Policy

The Oven Life will deliver the order to the delivery address provided at time of order. Any changes must be disclosed 10 days prior and may be subject to additional charges. Customer or proxy must be available to accept order at time of delivery. Failure to accept delivery will be subject to a re-delivery fee. Delivery time will be located on invoice. It is the customer's responsibility to disclose poor road conditions, road hazards, and/or obstacles that may prevent a successful and safe order delivery. In the case of an unavoidable occurrence such as a car accident, poor road conditions, natural disaster, theft, etc., The Oven Life will not be liable for damages incurred to order.

Privacy & Photography Policy

The Oven Life respects the privacy of all customers. Identity of customers and other personal details will never be disclosed. However, we reserve the right to take pictures of our product(s) for marketing purposes, social media, and website usage. We also reserve the right to use these without compensation to the customer. 

Refund Policy

The Oven Life will not offer refunds for custom orders once they have been "accepted" by customer or by a proxy in place of customer. An order is "accepted" when product(s) leaves our possession and is in the possession of customer and/or proxy by means of order pickup or delivery. Customer has a right to refuse order at time of pickup/delivery if order is not found satisfactory at which time possession of order will not be transferred to customer. It is at the discretion of The Oven Life if order is eligible for refund at time of order refusal. If refund is deemed appropriate, refund will be issued to customer less the 30% deposit and any additional charges incurred due to custom elements including, but not limited to: custom cake toppers, flowers, fondant decorations, etc.

No refunds apply to cookie boxes that have already shipped.

The Oven Life does not offer exchanges for any order due to the tedious and handcrafted nature of our products.

Cancellation Policy

In the event of a custom order cancellation within 30 days of event, customer will be issued a refund less the 30% deposit and any additional charges incurred due to custom elements including, but not limited to: custom cake toppers, flowers, fondant decorations, etc. In the event of a custom order cancellation within 7 days of event, no refund will be issued. Customer may be eligible to re-book for a later date subject to the date being available. Re-booking fee will be applied. For cancellation of a cookie box purchased on theovenlife.com, cancellation request must be submitted in writing via e-mail at theovenlife2019@gmail.com and must be submitted BEFORE order has shipped. We are unable to processes cancellations once order has shipped.

Shipping Policy

Shipping Policy applies for shipped cookie boxes only. All cookie sets are made to order to guarantee freshness and take 3-4 days to complete. Please allow up to 6 days for cookie set to ship. We carefully package our cookies with love and care in order to prevent any breakage in transit. However, we are unable to speak for the shipping carrier and are not responsible for lost, stolen, held, damaged packages, mis-delivery errors and/or incorrect shipping info. Shipping is a service purchased by the customer from USPS and any claims must be handled by USPS.

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