Our Quality Promise

At The Cupcake Factory, we take great pride in the quality, presentation and freshness of every product we create. Every cake, cupcake and sweet treat is handcrafted to order, and we are committed to ensuring your order arrives exactly as expected.

If you receive an order that is incorrect, damaged, faulty, or does not match the product ordered, please contact our Customer Experience team as soon as possible after receiving your order. To help us investigate the issue, we may request photographs and additional information regarding the product and delivery.

Each concern is reviewed individually and, where an issue is determined to be the result of an error on our part, we will work with you to find an appropriate solution. Depending on the circumstances, this may include a replacement product, store credit, partial refund or full refund.

As our products are made fresh to order and are perishable in nature, we are unable to offer remedies for change of mind, personal taste preferences, or products that have not been stored, handled or transported in accordance with our care instructions.

Our goal is simple: to create products that delight our customers. If something isn't right, please let us know and we'll do our best to make it right.