FAQ

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 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. With 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?

We make all of our orders custom and therefore require a minimum 48 hours 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 48 hours), so feel free to send us a text 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. Delivery hours are normally within the following time frames:
Monday: Office is open, no availability for orders
Tuesday: 11am-2pm
Wednesday: 11am-2pm
Thursday: 11am-2pm
Friday: 9am-12pm
Saturday: 9am-1pm
Sunday: 11am-3pm (office is closed for inquiries)

What is the best way to contact you?

Our office is open during the day Monday to Saturday, and we can be reached through the following methods:
Email: info@sweetside.ca
Text or Phone: 780-964-5995
Please note that all orders must be received in writing; we do not take orders over the phone. If you do not receive a reply to your email, text, or phone call immediately, it is likely because we are out on the road delivering, working in the kitchen, or helping another client. We will get back to you in 1 business day or less.
Our office is open for inquiries during the following hours:
Monday-Friday: 8:30am-4:30pm

Saturday: 9:30am-2:30pm

Sunday: Closed (deliveries are still available Sundays)

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.

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

**COVID-19 NOTICE: During this time, we have made all of our deliveries contactless. This requires that we text recipients ahead of time to let them know something is coming, as we will not be ringing doorbells or apartment buzzers. It is important that the recipient is aware of delivery protocols, or that the sender takes responsibility for a surprise delivery that is not received in a timely manner by the recipient.**
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 case, 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 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. If you need an order to be nut-free, please let us know. In this case we will ensure that every tool and surface is sanitized before making your order, and store your product safely away before any nuts are brought out into the kitchen.