Worry-free delivery

If it arrives damaged, we make it right.

Your cake leaves our Markham kitchen boxed and ready for your evening. If it reaches you damaged or wrong, we issue store credit by a clear chart, written down before you ever need it.

  • A clear credit chart
  • Every delivery photographed
  • 2 hours to tell us
Shop cakes Delivery areas & fees
Creamie hands a cake box to a customer at the door and snaps a delivery photo

How we deliver

Four steps, door to door

  1. Creamie carries a boxed cake out of the kitchen
    STEP 1

    Boxed and on its way

    Your cake is boxed in our kitchen and heads out for your delivery window.

  2. A phone lights up with a delivery heads-up
    STEP 2

    A heads-up first

    You get a tracking link or a call before the driver reaches you.

  3. A cake box passes from the driver’s hands into the customer’s
    STEP 3

    Into your hands

    We hand it to you, or whoever is receiving it, whenever we can.

  4. Creamie sits on a delivery photo showing the cake at the door
    STEP 4

    A photo, every time

    Every delivery is photographed with a time stamp and kept on file.

If something goes wrong

Here’s what we do. No guessing.

Every fix below is written down before you ever need it, so you know what to expect.

Creamie checks a delivery photo on her phone

When it’s in your care

The handover is the moment that counts

Handed over

When the driver hands the cake to you, or to anyone receiving it for you, that’s the handover. Check it through the box window before you accept it. Once accepted, the cake is in your care.

Left at the door

If we leave it at your door, in the lobby or with a concierge as asked, the handover is the moment it’s left. The driver’s photo shows the time and how it looked.

We photograph every delivery and keep the photo on file. Every claim is checked against it.

Spot damage? Keep the box closed. Every box has a window, so you can check without opening it. Once the box is opened, we can no longer confirm how the cake arrived.

The cake arrived damaged

We do

If the cake was left at your door, we issue store credit based on what was damaged, as a share of what you paid for that cake.

  • The cake has collapsed in its box100% credit Collapsed
  • The front of the cake, with its smiling face, is smeared and broken100% credit Front damaged
  • One side of the cake is smudged and broken50% credit Side damaged
  • The back of the cake is smashed30% credit Back damaged
  • A whole patch of cream is rubbed off one side, shape intact20% credit Cream patch rubbed off
  • A little cream has rubbed onto the box wall; the cake has only a light scuff, shape intactNormal Cream on the box wall, cake barely touched
  • A little of the extra top cream has touched the lid, design intactNormal Top buffer cream on the lid

The front is the side with the face or main design. If more than one side is damaged, the highest share applies.

You do

Handed to you? Check it through the box window. If it’s damaged, keep the box closed and hand it back to the driver. Left at the door? Keep the box closed and tell us within 2 hours.

We sent the wrong cake

We do

We remake it and deliver it again, free, the same day whenever we can. If same-day isn’t possible, we issue full store credit.

You do

Keep the cake you received unopened and contact us within 2 hours.

The driver went to the wrong address

We do

If the cake is still sealed and undamaged, we collect it and bring it to you. If it was taken or opened, pick one: a new delivery date, a different cake or store credit.

You do

Email us or use the claim form as soon as you see it, so we can get to the cake fast.

We arrived late

We do

More than 60 minutes after your window ends, we issue store credit equal to your area’s standard delivery fee.

Good to know

Up to 60 minutes past the window is within our normal range on busy or snowy nights.

An add-on wasn’t right

We do

Writing, candles or a card missing or wrong? We issue store credit for that add-on.

You do

Send us a photo within 2 hours.

How to tell us

Two ways, depending on how it arrived

  1. Handed to you. Look through the box window. If the cake is damaged, don’t accept it: hand it back to the driver with the box closed. Then pick one: a new cake delivered, full store credit or a refund. Once you accept the cake, it’s in your care.
  2. Left at the door. Keep the box closed and send us the claim form or an email within 2 hours. We’ll contact you for photos and compare them with our delivery photo. If the damage was already there at delivery, we issue store credit by the chart above, up to 100%.

We handle claims in writing, by email or the form below, so every claim has a clear record.

Contact@ThePlaceToronto.com Or use the claim form below

Help us get it right

A few small things go a long way

  • Keep your phone on — the driver calls or texts on arrival and waits a short while.
  • Add your unit and buzzer code — and any building instructions, at checkout.
  • Have someone there — office and business addresses need a person to receive it.
  • Into the fridge right away — fresh cream loves the cold.
  • Carry it flat — on the car floor, never on a seat or lap.

We make one delivery attempt. If no one can receive the cake, it comes back to our Markham store for pickup within 24 hours. Once the cake is in your hands, or left where you asked, it’s in your care.

Questions

Delivery questions, answered

Do you photograph every delivery?

Yes. The driver takes a time-stamped photo at every drop-off, and we keep it on file. It’s the record of how your cake arrived, and we check every claim against it.

Can you leave it at my door?

At a home address, yes, if you ask. The photo then marks the handover. Office and business addresses need someone to receive the cake in person.

I’m sending it as a gift. What if they’re not home?

Let them know it’s coming and keep their phone number current. If no one can receive it, the cake returns to our Markham store for pickup within 24 hours.

Is a little cream on the box damage?

No. A light touch on the box edge is normal in transit, and so is the extra cream we pipe on top touching the lid. Damage means the cake’s design is smudged, broken or collapsed.

How do you make it right?

If the cake is handed to you and it’s damaged, hand it back to the driver and pick one: a new cake delivered, full store credit or a refund. If it was left at your door, we issue store credit by our damage chart, up to 100% of what you paid for the cake.

How long do I have to report a problem?

If the cake was left at your door, 2 hours from the delivery photo, with the box still closed. If it was handed to you, check it through the box window at the door; once you accept it, it’s in your care.

Should I open the box to check the cake?

No need. Every box has a window, so you can check the cake without opening it. If you see damage, keep the box closed. Once it’s opened, we can no longer confirm how the cake arrived.

Delivery areas & fees Full delivery policy Refund policy

Claim form

Tell us what happened

Send this within 2 hours of delivery, with the box still closed. Once we have it, we’ll contact you for photos. Damage claims are for cakes left at your door, in the lobby or with a concierge. If the cake was handed to you, check it at the door; once you accept it, it’s in your care.