Shipping and Returns

Shipping

Covid-19 Update: Our fulfillment center and carrier networks are open and operational! Expedited shipping rates are still available but are not guaranteed effective March 26th.

Covid-19 Update: We will be suspending international shipping, excluding Canada, effective 4/16/20. Shipping within the USA and Canada remains normal. 

We ship select products to Canada via FedEx Express International. Products NOT shipped to Canada include:

  • The Cake Carrier, Surprise Sprinkles.

We only ship to US and Canadian addresses by the carrier designated by Charm Concepts LLC.

We do not ship to PO Boxes.

Shipping rates are calculated based on the items in your cart and the shipping method selected.

Shipping costs include a small handling fee.

Do not forget to include your phone number, otherwise the carrier may not be able to deliver your package.

Once your order has shipped, we will email you a tracking number. If you do not receive a shipping confirmation email with one business day of ordering, please check your spam/junk inbox. 

If you have any questions, please contact our customer service team here.

Our warehouse has a 24-hour turn around. Orders placed after 2pm EST will be processed the next business day (not including weekends and holidays).

*Estimated arrival times are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery.

 

Customs and Duties 

General:

Effective April 1st, 2020: Any additional duties and taxes for orders shipped outside of the USA will be paid for by Charm Concepts LLC. 

Please contact hello@surprisecake.com for questions regarding duties and taxes. 

 

Returns and Exchanges

If you are unhappy with your purchase, we would like to make it right. We offer a 30-day, 100% satisfaction guarantee on all products, in addition to a warranty that covers defects in manufacturing.

*We are only able to accept returns or exchanges for items that were purchased directly from Surprisecake.com that are completely unused. 

We can only make exchanges for the exact same item(s) originally purchased. We will not exchange your purchase for other items. 

To return an item purchased from Surprisecake.com, please contact our customer service team here

All product returns must be addressed to:

Charm Concepts
800 West Cummings Park
Suite #1750
Woburn, MA
01801

Please Note:

  • We will not refund original shipping charges, unless the reason for the exchange or return is due to an error by Charm Concepts LLC. (e.g. wrong item). Your refund will equal your order total, plus any sales tax paid, minus shipping charges.

  • Return shipping costs are the responsibility of the customer. We do NOT provide return labels.