Refund policy

Refund & Order Policy

Last updated: May 2026

 

Every order is made fresh, by hand, just for you. By placing an order, you agree to the terms below.

Order lead time

Standard menu cakes: we recommend ordering at least 2 days ahead. Slots fill up fast in Miami, especially weekends and holidays.

Custom cake designs: require at least 2 weeks notice so we have time to design, source ingredients, and bake your cake to the standard you expect. In some cases we can accommodate shorter notice with a simpler design — please reach out and we'll let you know what's possible.

Please note: We do not accept custom cake design orders with less than 4 days notice. No exceptions.

Custom designs based on reference photos: Custom cakes are handmade interpretations of the inspiration you share. We work hard to capture the look, feeling, and details, but every cake is unique — exact replication of another baker's work cannot be guaranteed.

A note on nut allergies

We sanitize every station, mixer, and tool before your order. In over 10 years of business we've never had an allergy incident.

We do work with nuts daily, so we can't fully guarantee zero cross-contamination. Contact us in the chat if you have any questions.

A note on gluten

Our gluten-free cakes are made with certified GF flour. We sanitize every surface and tool before preparing your order. In over 10 years of business we've never had a gluten-related incident.

However, we are not a dedicated gluten-free facility. Contact us in the chat if you have any questions.

Important: Gluten-free products are not recommended for individuals with severe gluten allergies or celiac disease.

Other allergens

Our kitchen also works with eggs, dairy, soy, and artificial colors (including FD&C Yellow #5). While we take the same precautions described above, we cannot guarantee any product is allergen-free.

Your responsibility: If you or anyone in your party has a food allergy, please tell us at the time of ordering. We'll do our best to accommodate, but cannot make any product fully allergen-free. By ordering, you acknowledge and accept this risk.

Pickup & delivery

We deliver throughout Miami-Dade and Broward only — fresh cakes don't survive long-distance shipping.

Cakes and desserts are fragile. Damage caused during transport, improper handling, or storage after the order is in your hands is not eligible for refund.

Orders not picked up are non-refundable. Items are held for up to 3 days, after which they are discarded.

Doorman, concierge, or front desk

If you ask us at checkout to leave your order with a doorman, concierge, or front desk, the order is considered delivered the moment it's handed off to them. Damage or issues after that point are not eligible for refund — we recommend collecting your order from them as soon as possible.

Delivery responsibility — by type

Customer-arranged delivery (Uber, DoorDash, Postmates, or any service you book): Not our responsibility once the driver accepts the order. Any damage or loss claims must be filed directly with the delivery service.

dbakers delivery via Metrobi (when we book Metrobi on your behalf): Damage must be reported immediately upon receiving the order, with clear photos, before any portion is consumed. We handle the resolution directly.

dbakers in-house delivery (when our own driver delivers): Damage must be reported immediately upon receiving the order, with clear photos, before any portion is consumed. We handle the resolution directly.

What we mean by "clear photos": well-lit, showing the full product and the specific issue, taken before any portion is consumed. A single blurry shot of a corner isn't enough for us to assess what happened.

Wrong or missing items

If your order is incorrect or incomplete — wrong flavor, missing items, wrong quantity — please reach out via our web chat (bottom-left corner) the same day as pickup or delivery, with clear photos and your order number.

These are the simplest issues for us to resolve, and we'll make it right — usually with a replacement, store credit, or refund for the affected items.

Taste & texture

Taste and texture preferences are subjective. We do not offer refunds based on personal preference.

If there is a genuine quality concern, it must be reported the same day via our web chat (bottom-left of any page) with clear photos, and at least 75% of the product must remain for assessment. Approval is at our discretion.

Cancellations & changes

  • Cancellations made 72 hours or more before pickup may receive a 90% refund.
  • Same-day cancellations are not eligible for refunds.
  • Orders already in production cannot be canceled.
  • Modifications (changing flavor, design, pickup date, etc.) are subject to the same 72-hour window and our production schedule.
  • Store credit (up to 100%) may be offered at our discretion in place of a refund.

Refunds & returns

  • A 30% refund will be issued if an order is refused at pickup or delivery and returned at that time.
  • Please review your order at the time of pickup or delivery. Once accepted, the order is considered approved and all sales are final.
  • We do not offer refunds for concerns reported after the order has been picked up or delivered (except quality claims meeting the conditions above).
  • Any approved refund requires the product to be returned at the time of refusal.

Non-refundable items: Payment processing fees (credit card & Shopify fees) are non-refundable under all circumstances. Tips and gratuities, once paid, are also non-refundable — they go directly to our team.

Weather & force majeure

Miami weather is its own thing. In the event of severe weather, hurricanes, flooding, power outages, or other circumstances beyond our control, we may need to reschedule orders or pause delivery.

If your order is affected, we'll reach out directly to work out an alternative — a new pickup date, delivery window, or store credit. We'll never just cancel on you silently.

Need help?

The fastest way to reach us is through our web chat — look for the chat icon in the bottom-left corner of any page on dbakers.us. A real person from our team replies — most replies within 30 minutes during business hours.

If chat isn't available, you can also reach us through:

When you reach out about an order issue, please include your order number, the date of pickup or delivery, and clear photos of the issue. Every situation is different, so we look at each one individually — share what happened and we'll work with you on the right next step.

Thank you for choosing dbakers. We are a small team. Every order is made just for you.