Who are you?
Cake Warehouse is a husband and wife team. Kirstin is the bag packer, email replier, order updater, buyer and general cake brain. Dave is the box packer, website guru, stock controller and happy to be a taste tester.
Where is your shop?
Cake Warehouse is an online only store, this means that we can focus on getting orders out fast and keeping prices lower. We have an office/warehouse space in Waipukurau but we don’t operate as a shop.
Can I order online and pick up?
Important: After ordering, please reply to your order confirmation email and let us know what day you will be collecting
We have a set pick up time of 2.30 - 3.30pm Monday - Thursday and 11.30am-1pm Fridays. If you’d like to pick up an order, please let us know what day you’ll be coming by replying to your order confirmation email and we will have it ready on that day. In order to keep everything running smoothly, please don’t show up outside of that time unless otherwise arranged.
Pick up is at 28 Russell St, Waipukurau (behind Subway).
We don’t have a point of sale system so please pay online by credit card or bank transfer first. If you pay by bank transfer, you may have to wait a day to pick up until your payment show in our account.
How long does it take to receive my order?
Depending on your location, shipping is 1-2 days for urban addresses, 3+ days for rural addresses. You can find more details here. If you are under time pressure to receive your order, make sure you check all our shipping information before ordering
I've ordered last minute, can I get my order prioritised!?
We don't offer priority shipping, BUT here's why: ALL OF OUR ORDERS ARE PRIORITY. This means we will send your order the same day if you pay by credit card before 11am. We offer the same, fast service to everyone and we don't charge any extra for it. We know it can be stressful ordering online with time pressure but there is no need to follow up with us about the urgency as you'll just be asking for the same service we already offer. However, please make sure you check our shipping info for all the details and any important updates.
My order should have shipped today, but I haven't received an update yet?
If you ordered before 11am, we will ship the same day as long as you paid by credit card. Our courier pick ups are only in the afternoon so you may not receive an update until later in the day. Unfortunately we don't reply to email queries about order updates during the day unless there's a problem. You can log into your account and check for updates at any time if no emails have come through (they may have been stopped by the spam filter).
The only times it won't be sent are if there is a problem with your order (we will contact you straight away), if you have ordered a glitter cake topper which states it has a processing time, or if there is a shipping update which affects delivery to you (check the shipping page for any important updates)
I forgot something...
We have an Add to Existing Order option at the checkout, with a fixed fee of $2. This covers extra credit card payment fees, plus additional admin our end to get your order out to you correctly. Please note: if your parcel has already been packed (even if we haven't updated your tracking number yet), we will not be able to add to your order and you will need to pay full shipping for any extra items.
My order has arrived but there is a problem, how can I get this fixed?
Firstly, we are so sorry if there has been any mistake or damage to your order! We strive to get everything right and packaged safely to get to you. It feels pretty stink to let you down. Please reply to your order confirmation email and let us know what has happened - this is important as it gives us all the information we need to be able to action any solutions. We will always resolve any issues that are our fault so don't panic.
Do you ship overseas?
If you are outside New Zealand, you are welcome to order from us. Please email us with a list of the items you'd like to order to firstname.lastname@example.org. We will calculate the shipping and if you're happy, send you an invoice for the total. Any tax, customs duty, etc. are the responsibility of the buyer.
Can you get....?
Maybe! If we don't have something you want, or you think there's something we should stock because you love it just get in touch! We have new things arriving constantly and we can order especially for you.
How do I contact you?
If you've read the above and your question isn't answered, please use the contact form here and we'll get back to you as soon as we can. Sorry but we don't have a Cake Warehouse phone line! Please make sure you read the shipping information and the FAQ first to check if your question has already been answered.