Frequently Asked Questions
How do I place an order?
To place an order, please fill out the form on the "Contact Us" page and someone will get back to you within 48 hours. Please note that you have not placed an order until you have spoken with someone and given a deposit. As of 06.05.2021 we require all orders to be paid in full in order to hold your spot on our calendar. If your deposit is not paid in full, we reserve the right to cancel your order.
When and how do I pay?
Payment is required up front so that we can source your cute cutters, spectacular sprinkles, fabulous food colors and perfect packaging. Your payment will reserve your pick-up date too! We accept payment via Quickbooks, Venmo (@thebakersrack) and cash.
What if I need to cancel my order?
We can offer refunds up to 24 hours after the payment has been accepted. Unfortunately, after that time, we cannot offer refunds as your cutter order has likely already been placed. But the good news – you get the cookies!
Do you take orders over the phone?
No. Do not call us to place an order, pay for an order or discuss an order. Our whole ordering process is done via email. This is because we can look back and reference your messages for details and spellings.
How do I know what my order will look like?
The Baker's Rack is a custom cookie company. This means that all of our work is custom. We do not copy other artists work. We'd love to see photos of what you like! We can pull inspiration from them. If you have a specific vision for your order, please let us know. If you want something written on your cake, LET US KNOW. If you do not tell us, we won't know.
Where and when do I pick up my order?
All of the pick up information is on your invoice and the email attached to it.
How do I pay for my order?
When you place a custom order, you'll receive an invoice with payment information. Please do not email us asking how to pay. Please look at your invoice.
In a hurry?
While we can't accommodate all last minute orders, we will make out best effort to. Orders placed within a turnaround time of under 14 days will require a rush fee of $10-$20.
Should I put my cookies in the refrigerator?
DO NOT PUT COOKIES IN THE REFRIGERATOR. You can leave them on the counter/in a cool place away from direct sunlight or heat.
What happens if my product gets damaged during transit/travel?
Unfortunately, once a product leaves our kitchen, we are not responsible for any damage (melting, breakage, etc.) that incurs, but if we are able to fix the issue, we will do our best.
How much notice do you need for an order?
We ask for a minimum of 2 weeks notice. Depending on our order load for the week, sometimes we are able to accommodate orders with less than 2 weeks notice. If you have an event coming up (...or you're just hungry) please fill out our online form or send us an email!
Where is your shop located?
At this time, we do not have a store front. We work out of a certified and licensed kitchen in Haverhill , Massachusetts.
Do your products contain nuts?
Many of our products do NOT contain nuts, but if you have an allergy, please let us know when placing your order. All allergies are handled very seriously, and while we are not a nut free facility, everything is washed and sanitized between uses to prevent cross contamination/contact.
Do you have gluten free options?
Yes! We have many gluten free options! (Cakes, Cookies, etc.)
How many cookie designs do I get with my order?
If you order one dozen cookies, you can choose 3 designs. If you'd like more than 3 designs, there will be an up charge.
Do you have a minimum for cookie order?
Yes! We have a minimum of 12 custom cookies.
Once our products leave our kitchen, we are not responsible for the handling of the products.