>Where are you located?
-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 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. Generally pick ups can be arranged in Spruce Grove during business hours Tuesday through Friday– please email info@sweetside.ca to place your order.
>How much notice do you need?
-We make all of our orders custom and therefore require a minimum 3 days notice for orders through the online shop. Custom cakes generally require 5-10 days notice. There are times when we are able to accommodate last-minute orders (less than 72 hours), so feel free to send us a text at 780-964-5995 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?
-We are able to provide you with a 1-hour time frame for when your delivery will take place (we send out a text to the cell number provided, 1-2 days in advance of the delivery, once all of our orders are confirmed for a given day). Please note that times can’t be selected, though we can ensure a delivery arrives before your party start time. Delivery hours are normally within the following time frames, but times can vary depending on the route for the day and deadlines for specific deliveries:
Monday: Office is open, no availability for orders
Tuesday: 10am-2pm
Wednesday: 10am-2pm
Thursday Pickup: 9am-3pm
Friday: 10am-2pm
Saturday: 10am-3pm
Sunday: 10am-2pm (office is closed)
>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 wrapped in plastic wrap, and if this is not possible, we will leave the items with a neighbour and place a note on the recipient’s door. We will also leave a voicemail for the recipient letting them know where to find their items.
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>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 send a text 1-2 days prior to the delivery, informing the recipient what to expect in terms of our delivery protocols, as well as a 1-hour estimated time window for delivery. We do not let them know what is being delivered, only that they can set out a table or chair for the box if they will not be home.
Other reasons why we may need to contact the recipient are as follows:
-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, as we can only make 1 delivery attempt
>Do you make gluten-free, dairy-free, sugar-free, or nut-free items?
-All of our items contain dairy and sugar. Peanuts and other nuts are used 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.
