Policy | Lex Sugar Haus

LEX SUGAR HAUS POLICY

Policies are strictly enforced. It is the customer’s responsibility to read and understand them. Failure to read our policies does not exempt a customer from them. These policies are in place to protect both the customer and the business.
Orders under $65 must be paid in full at the time of booking. Payment is non-refundable.
Orders over $65 require a 50% non-refundable retainer to secure your date.
The remaining balance is due by noon the day before pickup, in exception of weddings and any other major event, this will be disclosed on your invoice. Failure to pay the remaining balance may result in cancellation or delay. This also allows a smooth, hassle free pick up/delivery.
Payments are not accepted through the website. Please refer to your invoice for accepted payment methods.
Cash is not accepted for retainers or remaining balance, but are welcome for gratuity.
We reserve the right to refuse service to any individual at our discretion.
We are a private micro bakery studio and not open to the public.
We are open Tuesday through Saturday with pick up times available from 9:30am-7pm. All pickup times are reserved in advance to ensure a smooth experience.
Lex Sugar Haus is closed on Sundays and Mondays for standard orders and pickups.
However, wedding and large event orders (such as weddings, quinceañeras, and Sweet 16s) may still be scheduled for these days with prior arrangement.

Once an order is scheduled, dates cannot be changed.
If an emergency arises, please message us directly. While we may try to accommodate, date changes are not guaranteed.
Cancellations made within 24 hours of pickup are 100% non-refundable and cannot be applied to future orders.
If we must cancel your order for any reason, a 100% refund will be issued.
Although this is rare, if we cancel within 48 hours of your scheduled pickup, you will also receive 10% off your next order. This discount is valid up to one year from original date.
Any discounts given for any given reason are valid up to one year from original date.

Delivery is offered only for weddings or major events. Standard delivery is not available for smaller occasions.
Delivery fees are calculated based on distance and setup requirements. Service begins at $20 for locations within 5 miles and is available for distances up to 80 miles.
If inquiring to rent cake or treat stands, a retainer fee is required. Contracts available for rentals.
A 15 minute grace period is given for pick ups, late pick up fees are $15, after 30 minutes, this will be considered as a missed pick up and requires rescheduling. We cannot remake the order or guarantee holding your order or availability for a different time or date, missed pick up fee is $30 .
If a third party is picking up your order, it is your responsibility to ensure they are aware of the scheduled pickup time and all policies. Late fees will apply regardless of who is picking up.
All fees must be paid prior to release.
No refunds will be issued for a missed pick up.

We provide cake care instructions upon pick up or delivery, once the orders picked up, all responsibility transfers to the customer.
We are not responsible for damage caused after pickup, including transportation, storage, or handling, this includes if a third party (family, friend, uber, etc) picks up your order.
Do not leave your cake in your vehicle to run errands, or expose it to direct sunlight or heat/humidity.
Always plan travel directly from pickup to destination.

Exact replicas of another baker’s work cannot be guaranteed due to differences in tools, techniques, materials and experience.We will do our best to recreate the design while maintaining our own style.
Please note that some inspiration photos may be AI-generated or heavily edited, which may not be realistic for recreation and we highly do not recommend submitting them as an inspo pic.

When selecting a filling, please consider factors such as proper storage prior to serving, whether the cake will be displayed outdoors, and if it will be traveling a distance. Fillings that contain perishable ingredients, such as dairy or fresh fruit, should not be left out at room temperature for more than two hours. By choosing these types of fillings, you acknowledge and accept responsibility for handling and storage at your own discretion.
Gluten free friendly options available, we are not a gluten free bakery.
Customers are responsible for informing us of all allergies or dietary restrictions when placing an order. This may either be an allergy of your own or for whom the cake is for and guests.
We take the proper precautions when handling allergy based orders and do our best to accommodate most allergies; however, our kitchen is not nut-free. Products may contain or come into contact with gluten, nuts, and dairy.

Cake cutting instructions will be provided with your order.
We do not recommend freezing cakes before events due to condensation and temperature changes.You may refrigerate or freeze any left overs in a tight sealed container.
Avoid driving with cakes longer than an hour, especially in summer.
Transport cakes flat and secure (vehicle floor/trunk recommended) away from items that may fall or cause the cake to tip over.
Always carry cakes from the bottom, never from the sides.

Thank you for choosing us — we truly appreciate your trust and support. Enjoy!