Shipping and Returns

Shipping

All Surprise Cakes are shipped to arrive on your selected delivery date! We guarantee that our fulfillment center will ship your order so that it is expected to arrive on your selected date. Due to the uncontrollable nature of carrier(FedEx/UPS) shipping , some shipments may arrive a business day early OR late. This may be caused to due to weather or other unforeseen events. In the event that you order is delayed more than 2 business days, you will be refunded as the items in your order will no longer satisfy our freshness standards. Other delays are not subject to refunds. We encourage all customers to schedule deliveries for a business day in advance of their desired delivery date if possible. 

Surprise Cake is not responsible for any delays caused by incorrectly entered shipping addresses. If an order is already in transit, the address can no longer be updated. 

Within 15 minutes after your order is placed, you may change your shipping address on your own by clicking on the link in your confirmation email. If you are no longer able to to change the address, please email hello@surprisecake.com immediately. If your order has not left our facility, we can change the address for you.

We ship select products Internationally* via FedEx Express International. Products NOT shipped internationally include:

  • The Cake Carrier
  • All 4" Surprise Cakes (Except Canada: No Saturday Delivery in Canada)

International delivery available for: Canada, Australia, United Kingdom, Germany, France, Italy, Spain, Sweden, Switzerland, Austria, Belgium, Ireland, Israel, South Korea, Mexico, Singapore, UAE, Japan.

 

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 Popping Cake Stand products, in addition to a warranty that covers defects in manufacturing.

There are no return or exchanges for the sendable Surprise Cake products due to the perishable nature of the product.

*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.