Terms & Conditions

Cancellation and Refund Policy:
We cannot accept cancellations less than two weeks from the shipment or pickup date. If requesting a refund for a cancelled order due to reasons outside of the bakery’s control, an 85% refund of the total amount paid by the customer will be issued. 

Return and Exchange Policy:
Southern Sugar Bakery does not offer returns or exchanges due to the custom and perishable nature of our products.

Shipping Policy:
The shipping date you select at checkout is the date the order will leave the bakery. We have multiple disclaimers at each step of checkout warning customers to select the SHIP date and not the delivery date and we cannot be held responsible for late packages in these circumstances. By agreeing to these terms and conditions, you void your right for a refund in this specific case.

There is a minimum one-week lead time on our calendar to process orders. Unavailable dates will be blocked off on our calendar as necessary.

Shipping options will be generated at checkout. We ship via UPS or United States Postal Service to all 50 states within the United States. We do not offer international shipping at this time, including to Mexico and Canada.

UPS Ground, USPS Priority Mail, and USPS Priority Mail Express offer estimated arrival dates. UPS 3-Day Select, UPS 2nd Day Air, UPS Next Day Air Saver, UPS Next Day Air, and UPS Next Day Air Early offer guaranteed arrival dates. If you would like for your cookies to arrive on a specific date, you must select a guaranteed method of delivery. 

We do not give refunds for any packages that are delayed or lost en route by the shipping carrier. UPS and USPS are third-party shipping carriers, and as such, Southern Sugar Bakery assumes no responsibility on how the package is handled once it has left our bakery.

Packages that have been returned to us, due to an incorrect address or other reasons outside of our control, will be subject to additional charges if re-shipment is required. 

Breakage Disclaimer:

We take great care to package each individual cookie securely to minimize the risk of breakage during shipment. When possible, we will include any extra cookies in your shipment, but we cannot guarantee your order will include extras. Once a package leaves our bakery, we cannot control how it is handled by the shipping carrier. As such, we are unable to offer refunds or replacements for cookies that arrive broken. By placing an order, you acknowledge and accept this risk.

Pickup Policy:

At checkout, you will choose the date and time you would like to pick up from our commercial kitchen location in Raleigh, NC. Our pickup dates and times are Tuesdays through Thursdays 9am to 3pm and Fridays from 9am to 12pm. There is a minimum one-week lead time on our calendar to process orders. Unavailable dates will be blocked off on our calendar as necessary. 

Due to the perishable nature of our products, we are unable to issue refunds for orders that are not picked up at the scheduled date and time. If you fail to pick up your order within a one week grace period, it will be forfeited and no refund will be given.

Once an order has been picked up and left the premises, we cannot be held responsible for broken or damaged products. If you notice a problem with your order, please ring the doorbell to speak with a team member before leaving the bakery.