Frequently asked questions

How do I order?

To start, fill out the inquiry form on the "Contact" page, or simply e-mail me at cindyisbaked@gmail.com. Let me know how many people you are looking to serve, date you need the cakes and/or treats for, and attatch some pictures if there are design ideas you're inspired by. Dates are not booked, and orders are not confirmed until we discuss all the details of what you are looking for and a non-refundable 50% retainer is paid. All customers will be required to sign a contract which will be sent to you for review and signing before payment. This ensures we are both on the same page and avoid any miscommunication after the order has been placed. *Note: I am a one woman show. Everything goes through me. Be Kind. Be Patient. Talk to me like a human being. I reserve my right to refuse service to anyone being rude.*

How do I pay?

E-transfer : cindyisbaked@gmail.com (auto-deposit activated). (My legal name (Cindy) Zhi Min Chen will appear, feel free to save me in your contacts as Baked by Cindy.) Visa/Mastercard: There is a surcharge of 2.9% + $0.25 for all credit card payments. Please let me know ahead of time if you are planning on paying with a credit card so I can pre-calculate the surcharge into your Grand Total. Cash: schedule drop off at 2922 Bentley Road, West Kelowna.

Pick-Up & Delivery

Curbside Pick-Up's will be scheduled within the following time frames: Monday to Friday (9am-5pm) Saturday (8am-12pm) Closed Sunday on Holidays Delivery costs $1/KM from 2922 Bentley Road, West Kelowna. One Way. Distance from my location to the delivery location will be calculated using Google Maps. Delivery is not available during snowy or hazardous conditions.

Where are you located?

I'm located at 2922 Bentley Road, West Kelowna, BC and am delighted to be able to serve the entire Okanagan! Please note that this is NOT a storefront. My home is not open to the public. Please refer to my contact page or e-mail me at cindyisbaked@gmail.com for all inquiries. My bakery is a privately licensed commercial kitchen space, within my home. Fully Licensed & Inspected by Interior Health. Business Permit by The City of West Kelowna.

Refund Policy

Baked by Cindy must be notified right away of any problems with a completed order. All negative social media or online reviews without a chance of rectification will be considered libel/slander and nullify any possible refunds. There are no refunds in relation to flavours and textures, these are subjective to each person. (Example: You eat lemons for every meal of every day. I eat lemons one day a year. We both eat the same lemon cake, you might think it tastes nothing like lemon because you are so used to the flavour and can handle a lot, I might think it's super tangy and bursting of lemon flavour. We are both correct.) If I determine fault with a product, a non-refundable store credit with no cash value will be provided.

Can I get a discount?

Simply put, no. This is definitely a sore subject that gets asked too often. Not just to me, but to many small business owners. I understand that my products are not for everyone and I am okay with that. I have put a decade of my life into perfecting my art in caking, and I will charge what I am worth. I make high quality products and I charge accordingly. I host give-aways on Instagram so follow me so you don't miss out! Instagram: baked.bycindy One automatic discount I do give are on cupcakes, and only the actual cupcake and the icing, not on the decorations. Regular Size: $0.25 off each cupcake when you purchase 36 or more. (Minimum order is one dozen (12), anymore must be ordered in groups of 6 or 12) Mini Size: $0.25 off each cupcake when you purchase 72 or more.
(Minimum order is two dozen (24), anymore must be ordered in groups of 12 or 24)

Covid Related Cancellations/Postponement of Weddings

I require a 50% non-refundable retainer for all custom orders including Weddings to hold the date. Final amount for weddings is due one month prior to the wedding date. If the cancellation is made more than a month before the event, then the 50% retainer can be held as store credit for up to one year of the original event date. If the cancellation is made less than 30 days before the event, the 50% retainer is not refundable, but the other 50% paid is. If the event is canceled the week of, unfortunately all monies paid is not refundable.

Do you have Gift Cards?

Yes! We have e-gift cards! Same as the regular gift cards you buy in store, except these are digital and get sent to the recipients e-mail. Link to buy our e-gift cards here: https://squareup.com/gift/0NJCMHBDA1PY4/order