Frequently Asked Questions

Have Questions? We Have Answers!

Where is your shop?

The Sweet Side is an online shop, so we are located conveniently on your computer! We operate out of a commercial kitchen in Spruce Grove and deliver orders out from there.

Can I pick up my order?

Because we are a kitchen and not a storefront, we do not always have someone available at the location for pick ups. Because of the extra cost associated with having someone there just for a pick up, we are not able to waive a delivery fee in favour of pick up. If you are coming from out of the delivery area, we will work out a meeting time and location for delivery that is convenient for you.

How much notice do you need?

Because we make all of our orders custom, we require 48 hours notice for small orders and 96 hours notice for large orders. There are times when we are able to accommodate last-minute orders (less than 48 hours), so feel free to give us a call and inquire whether this is a possibility. Orders including printed chocolates require 4 days notice. Orders that require refund due to insufficient time allowed will be subject to an administrative fee.

Can I request a specific delivery time?

Generally, we are able to provide you with a 1-2 hour time frame for when your delivery will take place, or accommodate requests of the same. Available delivery hours are normally within the following hours, however, we do attempt to do all deliveries in a particular area around the same time to keep our costs down:
Monday: 9am-1pm
Tuesday: 9am-3pm
Wednesday: 9am-3pm
Thursday: 9am-3pm
Friday: by appointment only
Saturday: 12pm-4pm
Sunday: 12pm-4pm

What if no one is home when the delivery arrives?

If there is no answer at the door, we will first phone the number for the recipient that was provided on the original order. We will leave the box(es) in a location around the house that is sheltered from the elements, and if this is not possible, we will leave the items with a neighbour and leave a note on the recipient’s door. We will also leave a voicemail for the recipient letting them know where to find their items.

I want to send something as a surprise. Why do I have to provide the recipient’s phone number?

Please indicate in the Notes field of the order if you intend for the delivery to be a surprise. We normally do not phone the number provided, unless there is a special circumstance. For example:
-the recipient is not home and we need to leave them a message to let them know a delivery has arrived
-the delivery address is an apartment or condo with a buzzer and we need to arrange a time when someone will be available to receive it (in this circumstance, we will not tell the recipient what the delivery is, only that a package is coming, if you have requested it to be a surprise)

I would like a delivery to an area not indicated on the Delivery Zones Map. Is this possible?

There are times when we are able to deliver outside our delivery zones. The per-kilometre cost on this will vary depending on the location and the size of the order. Generally if the drive to the location is more than 1 hour from Spruce Grove, the delivery cost will be prohibitive. Please contact us directly to inquire.

Do you make gluten-free items?

In order to be certified gluten-free, a kitchen space needs to be completely free from any trace of gluten. Because we use flour in our kitchen on a daily basis, we do not make anything that is considered gluten-free. Our only item that does not physically contain gluten is the custom printed chocolates.

Do you make dairy-free, sugar-free, or peanut-free items?

All of our items contain dairy and sugar. Unfortunately in this regard, we are not allergy-friendly. Peanut butter, pecans, walnuts, and almond extract are used rarely in our kitchen, but we are able to do some risk-assessment with clients to find out how severe an allergy is and whether our products will work for them. If you need an order to be nut-free, please let us know. What we do in this case is we ensure that every tool and surface is sanitized before making your order, and store your product safely away before any nuts are brought back into the kitchen.

Leave a Reply


*