FAQ

ORDERING

HOW CAN I PLACE AN ORDER?

There are 3 ways to order—on our website, by phone or email.

 

 1. Website

  • Online ordering for non-custom products only.  This includes standard cupcakes, cookies and artisanal treats.   Any custom orders, including personalized cakes, or cookies must be ordered over the phone or email. 

 3. By Phone

  • Our Cake Consultants are happy to help place your order and answer any questions by phone. The team can be reached at 905.889.1448.

 

4. By Email

  • Our Cake Consultants are happy to help start your order and answer any questions by email: cakes@cakesbyrobert.com .  We do our best to answer emails promptly. If you do not hear back from us, your order has not been received. Please follow up with a phone call if you do hear back from us within 48 hours.

Can I order for pick-up and local delivery?

  • Yes! You can place an order for pick-up or local delivery. More information on Pick-Up details and our Delivery service is listed below.

HOW TO KEEP PRODUCTS FRESH

CAN I FREEZE THE PRODUCTS?

  • All of our cakes and cupcakes can be frozen for up to 3 months.  They are best enjoyed at room temperature, so please leave out for 2-3 hours before serving. 

  • Cookies are best eaten within 1 week (if they last that long!).  Unfortunately, they do not freeze well, and will harden over time. These are best left at room temperature.

  • Cakes with fondant icing should not be frozen as this dries out the fondant. This is best kept in the refrigerator for up to 2 weeks. 

  • Cakes with Edible photo images should not be frozen as the colours may run in the thawing process. This is best kept in the refrigerator for up to 2 weeks. Photo cakes should be stored covered as the edible ink is light sensitive and can fade if not in a box.

  • If you have cut into a cake and want to save the rest for another day, you only need to add plastic wrap to the exposed cake. Our icing and fondant act as a freshness seal for the rest.

DIETARY/ALLERGEN INFORMATION

NUT-FREE

  • Our facility and products always have and will continue to be NUT-FREE.  They are safe for school, and all of our packaging comes with a nut-free label.  Every ingredient that enters our bakery has a certificate of compliance that ensures those processing facilities are also conscientious establishments.

DAIRY & EGG​-FREE

  • We offer cakes and cupcakes that are made without dairy or eggs.  Please note, we are NOT a dairy-free facility, however we take every precaution to ensure your special-order cake is free from cross-contamination.

GLUTEN-FREE

  • While we do offer some products made without flour, they not recommended for those with severe allergies to gluten, or those with Celiac Desease. Our 'gluten-friendly' offerings are designed for those with minor gluten sensitivities or those who prefer to avoid gluten for nutritional reasons.

KOSHER

  • While our bakery is not Kosher certified, all of the ingredients used in our products are considered COR Kosher certified.

BAKERY ORDER POLICIES

WILL MY CAKE LOOK EXACTLY LIKE THE ONE IN THE PICTURE ON THE WEBSITE?

  • Since all of our cakes are frosted and decorated by hand, each one is an individual creation. While we can’t guarantee exact likeliness, we do guarantee the same level of quality and detail for all of our creations. ​

WHAT IS YOUR CANCELLATION POLICY?

  • Many of our custom-order products (fondant work, edible images, flooded sugar cookies cookies, etc) have aspects that are prepared in advance of your pick-up/delivery date. For this reason, we require a minimum of SEVEN DAYS notice for any cancellations. 

  • An administrative fee may be charged if any changes are requested to be made to a custom order within SEVEN DAYS of its completion. Any artwork or materials already completed will be charged for upon cancellation.

  • Non refundable deposits are required for all Custom fondant cakes.

  • Customizable orders (e.g. classic cakes with writing and drawn images) require a minimum of FOUR DAYS cancellation.

PICK UP AND DELIVERY

PICK-UP

  • We are located at 134 Doncaster Ave, Thornhill, Ontario. 

  • For weekend orders, products need to be picked up by Friday. (Due to reduced hours during COVID, we are currently not able to offer our usual Saturday morning pick-ups).

  • Our current Covid-19 safety measures include the following:

    • We have safety glass installed throughout our front reception area

    • All patrons enter through the door to Unit 4, remain 6-feet apart from other customers, and exit with their order through the door in Unit 5.

    • Masks are required to be worn by anyone who enters the bakery.

    • Pre-payment for all orders is a great way to make your pick-up process quick and contact-free. 

DELIVERY

  • We deliver throughout the GTA ($30 purchase minimum). Rates vary by time, date, and distance. Call us to ask for current rates in your area.

  • All deliveries are required to be pre-paid and can be made contact-free to your doorstep.