Please notify the recipient that a package is coming, especially in apartments, condos, dorms, etc. so that the package does not get misplaced or mishandled. Please use the tracking number emailed to you for the most up-to-date status of your shipment as we can only guarantee the shipping date, and not the delivery date.
Our cake shipments are prepared with dry ice, and for your safety it is imperative that the dry ice is not inhaled, eaten, or handled without skin protection. Dry ice helps keep our cakes frozen so they arrive intact, and hot weather can affect the life of the dry ice. Therefore, having someone available to receive the package is not required, but please note that if the recipient lives in a warm region, it is advised that the package does not sit outside for an extended period of time.
Bill Knapp’s reserves the rights to hold a shipment for address verification and will contact you by phone number or email for confirmation. In this case, your package will not leave our facility without confirmation, so please be sure to check your communications. Bill Knapp’s also reserves the rights to hold a shipment due to known severe weather conditions impacting UPS deliveries.
After the package has left our facility, Bill Knapp’s does not assume responsibility for shipment delays, damages, or errors, but we will work with UPS to find solutions for any issues that arise. Please note that it is much simpler to modify your order before the package has left our facility. If the package has left our facility, we can contact UPS to update the shipping information, but the timing of the delivery may change depending on how quickly we are contacted. If there are any problems with your shipment, we will be glad to work with both you and UPS to find a solution for your needs. In the event of a damaged package, we will need your assistance with submitting a damage claim to UPS, which should be made as soon as possible. Please document any damages regarding your package with pictures and hold on to any and all packaging from your shipment until the claim has fully been processed.
If our baked goods are out of stock, we will notify you by email or phone and ask, if necessary, to adjust your delivery date or cancel your order for a full refund, based on when our goods are back in stock. Bill Knapp’s will not accept returns, and partial or full refunds will be issued on a case by case basis. Refunds will not be issued based on results of any delays or incorrect delivery due to informational errors provided by the customer.
Please contact us if you have any questions or concerns. We are happy to help when possible.