TEST

The Cupcake Factory

Frequently Asked Questions

  1. What cupcakes do you have?

We have a range of cupcakes available including mini and regular sized cupcakes, our range of cupcakes and cakes are available on our website at www.thecupcakefactory.com.au.

 

  1. What Cake sizes do you have?

We have a range of cake sizes, the smallest being the 6 inch single height and 4 inch double height that serves 6-8 people. Serving sizes are coffee slices so are not large slices.

 

  1. Can we change the icing colour of the cake, will it change the price?

Yes, we can change the icing colours and it will not change the price.

 

  1. Can we add a name to the cake, will it change the price?

Yes, we can add a name to the cake in buttercream piping and it will not change the price.

  1. We want to order something from your website but make some changes to it, will this cost extra?

You can email us the picture of what you were after, and we can provide a quote.

 

  1. How much notice do you need for cupcakes?

We normally require 2 days’ notice for cupcake orders.

 

  1. How much notice do you need for cakes?

We need about 4-5 days’ notice for cakes and custom orders require 2 weeks.

 

  1. Do you make custom cakes and how much do you charge?

We don’t normally do custom cakes but if you send us a photo of what you were after we can have a look and provide a quote.

 

  1. When you indicate serving sizes on your website, are these large / generous sizes or smaller sizes?

Serving sizes are coffee slices so are not large slices.

 

  1. Are your cakes Sponge Cakes?

No our cakes are Not sponge cakes, they are not light and fluffy but more denser and heavier, with a richer texture

 

  1. Do you use Fresh cream in your cakes?

No we do not use fresh cream in any of our cakes, we only use Buttercream icing.

 

  1. Can I order a cake for the next day or day after How do I store it ?

Yes you can, you would need to put it into the fridge over night and then take out about 2-3 hours before to bring back to room temperature.

 

  1. Can I order cupcakes for the next day or day after? How do I store it?

Keep at room temperature and outside of the fridge and as airtight as possible.

 

  1. Do you guarantee Delivery times?

No we don’t guarantee delivery times but we will do our best to get to you before your preferred time, however if you have a time critical event we recommend that you pick up or have it delivered the day before.

 

  1. Can you delivery at a specific point in time?

No, we are unable to delivery at a specific point in time .

 

  1. Can I meet you at a location at a specified time for delivery e.g. in front of the train station, petrol station or a hotel?

No, we are not able to meet you at the station or meet in front of the hotel, we do need to delivery to an address where someone will be there to accept on your behalf.

 

  1. What are the sizes of your cakes? Diameter and height?

We have Maxi cakes, 4 inch ,  6 inch , 8 inch , 10 inch cakes , rectangle slab.

 

  1. Do you surcharge on credit cards?

No we don’t surcharge on credit cards and we don’t surcharge on American express either .

 

 

  1. Do you make Gluten free cupcakes? Are these nut free?

Yes we make chocolate Gluten free cupcakes and they are nut free.

** Always make sure when ordering the GF mix from supplier that it is nut free

 

  1. Do you make Vegan cupcakes?

No, we currently do not make Vegan cupcakes, our cupcakes have eggs and dairy.

 

  1. Are your cupcakes Halal?

We are not Halal certified – our products do not have pork, but some of our sugar decorations have gelatine and we also have Vanilla essence which contains alcohol.

 

  1. Do you delivery Interstate?

No, we don’t deliver interstate at this stage.

 

  1. Can you Invoice rather than paying via Direct debit or credit card?

Yes, we can invoice but we still require payment prior to delivery.

  1. What is the cost of your delivery and how do you charge?

The delivery fees vary depending on the suburb and the distance from the Drummoyne store.

  1. How can I track my delivery on the day?

You can track your delivery via Go People where you will receive a text from the driver and then you can track the driver to see how far your delivery is.

 

  1. I Have a delivery but I will be in and out during the day, can you call me 15 mins before or 30 mins before so that I can be home to receive it ?

You can track the driver's progress via our app to get an estimated arrival time.

  1. Can you leave the cake outside my door if I am not home?

Yes we can but we do recommend that you take the cake inside as soon as possible.

 

  1. What happens if I order a gift and the recipient is not home to receive it?

If it is safe the driver will leave at the location if not e.g. an apartment block where there is no reception /lobby/parcel area then the driver will not be able to delivery and will return the items to the shop for redelivery the next day . A redelivery fee will be charged to you if the driver is required to re deliver .

 

  1. Can I have Multiple logos on my cupcake order?

Yes you can definitely have multiple logos on your cupcakes.

 

  1. Can you print pictures ( not logos ) on the cupcakes or cakes ?

Yes we can print pictures and images not just logos.

 

  1. How much notice do you need to Logo cupcakes?

We need 3 – 4 days notice for logo cupcakes .

 

  1. Can you do Same day delivery?

In some instances we can, but the delivery will be made via a courier not our own driver and this may cost extra.

 

  1. What is the difference with the Logo flat on the icing or the logo on the disc?

Logo flat on the icing is where the edible icing sheets sits directly on the icing cupcake not on a disc.

 

  1. I am ordering a large quantity of cupcakes can I get a discount?

If you order over 200 minis or 100 regulars we can provide a 10% discount.

 

  1. Can I get a discount on my cake order?

We don’t provide a discount on cakes as they are intricate and take a considerable time to make.

 

  1. I ordered the same cake or similar 4 years ago and it was much cheaper, given that I am a repeat customer can you do the same price as before for me?

We would love to and value your loyalty but unfortunately prices have increased over the years due to the increased prices of raw materials and cost of goods.

 

  1. I have a specific cupcake / cake design can I please explain it to you over the phone and can you give me a price estimate now?

 

We would prefer that you email us a picture of what you were after so that we can come back to you with a more accurate quote.

 

  1. What time should I expect my delivery ?

We wont know the exact timing but you will receive a text from our driver in the morning once it has been picked up and you can track the progress of your delivery .

 

  1. Do you use your own drivers or couriers? Can you guarantee that my cake and cupcakes will arrive in perfect condition?

We use a  mixture of drives and couriers and always do our best to ensure that your cake and cupcakes arrive in perfect condition.

 

  1. How much do you charge for a Birthday sign on the cake?

We only supply the generic HBD signs and these are $15 .

 

  1. Do you make the customer birthday signs e.g. Happy 40th John? How much are these?

No we don’t, you would need to get these made separately from a cake topper supplier .

 

  1. I am a café and would like to get wholesale pricing on your cupcakes – can you tell me what the wholesale price will be?

The Wholesale pricing will vary depending on the quantity and frequency of your orders. If you send us an email with what you were looking for and how much you plan to order, then we can provide an indication of timing.

 

  1. Can I add a card to my order and how much does this cost?

Yes we can add a card to your order and there is no additional charge for this.

 

  1. Can I get the top cake size (single height) but with the same decorations as your drip cakes , why isn’t it the top cake price?

Depending on what design you are after we may be able to do this but the pricing will not be the same as a standard topcake, the price will be dependant on the design.

 

 

  1. Do you make eggless cakes?

No, we don’t at the moment, all of our cakes and cupcakes have eggs. Also, our decorations also contain eggs.

 

  1. Do you provide candles with all the cakes?

 No, we don’t supply candles with the cakes.

 

  1. I notice your website has the cupcakes in lots of 12, but I don’t want that, I want to order 15 or 17 cupcakes , how do I do this ?

You can call us or email us and we an provide a quote.  

 

  1. Can you take my order via phone, I don’t want to do it online?

Yes we can take your order over the phone or via email.

 

  1. Something is wrong with your website, and it would not let me place an order for a cake for pick up today?

We require 48-hour notice so the website won’t allow you to choose today or tomorrow 

  1. I know you are closed on Sundays but can you open the store for me for 10 mins so I can pick up my cake or deliver?

 No unfortunately we are unable to do this, we are closed on Sundays.

 

  1. How do I find you? Is there parking on Lyons road?

Yes,  you can park in the IGA carpark which is located on Marlborough road in Drummoyne and then walk through to Lyons road.

 

  1. I want the exact same design cake as the drip cake but in the shape of a Maxi and for the same price as the Maxi can you do this?

No, the cake style of the Maxi is completely different to the drip cake so the pricing is different.  

 

  1. Do you do Dairy free and lactose free cupcakes ?

No, we don’t have any Dairy free cupcakes or lactose free cupcakes.

 

  1. Do you use inserts for your cupcakes ? Can I request it ?

No we don’t but we can if you request this we can provide to you . Note that the inserts do make transportation more problematic, so be careful with transporting .

 

  1. Are your cupcakes completely NUT free – can I take them to school

We don’t have any actual nuts in the majority of our cupcakes (except the Indulgent mix) but we do advise that there may be traces of nuts as our kitchen is not a nut free kitchen.

  1. Can you deliver direct to the restaurant and what time?

We can deliver to the Restaurant however please check with the restaurant if they will accept your delivery and if they will store overnight. Also please note on Saturdays we deliver in the morning so please confirm that the restaurant wil be open and also that they will accept in the morning.  

 

  1. Do you make Sugar free cakes for people with Diabetes? No we don’t make sugar free cakes unfortunately.

 

  1. Do you make your cakes with LESS sugar for babies under 1? No we don’t make low sugar cakes.

 

 

  1. Will the cake still be fresh for next day? If I am having my party on Sunday and pick up on Saturday?

Yes the cakes will be fine for the next day -just pop into the fridge over night and take out about 2 – 3hours before eating.

 

  1. How should I transport my cake and cupcakes in the car?

 Keep it flat on the passenger seat floor or boot or if you have someone they an hold it but drive carefully and turn slowly at the roundabout.

 

  1. I am having a party in the park, can you deliver my cake to the park and I will meet you there ?

Will the cake melt if left outside in the park? No unfortunately, we don’t deliver to the park.

 

  1. Are you Halal certified?

No we are not Halal certified .

  1. Do the cheesecakes need to go into the fridge ?

Yes they do need to go into the fridge overnight.

 

  1. What comes in the cheesecake assortment?

 Mix of choc and vanilla cheesecakes with toppings such as strawberries , chocolate , popcorn , lotus , etc.

 

  1. Can I choose the specific cupcakes that I want in each package?

 Yes you can just let us know in the special comments box .

 

  1. Do you make Gender reveal cakes?

 

Yes we do make Gender Reveal cupcakes and cakes .

 

  1. I want to do a Bulk order of cupcakes but don’t want to do it individually on line can I send you a spreadsheet for you to provide us with a quote?

Yes definitely send us a spreadsheet with the list of suburbs and quantities and we can provide a quote for you.

 

  1. Can I put through an order with two deliveries in just one online order? No if they are for 2 separate deliveries and locations they need to be done separately.

 

  1. How many cupcakes in the Large Bouquet vs the small bouquet -The medium has 25 minis and the large bouquet as 40 minis.

 

  1. What is the cut off for Saturday orders? – Thursday is the last day for Saturday orders.

 

  1. Can you put fresh cream and fresh fruit in the cakes? No we don’t put fresh cream in the cakes or fresh fruit