FAQ Page
Ordering/Planning
Can I talk to you before I order?
Absolutely! We’d love to chat with you before you place an order. If you want to talk through ideas, ask questions, or make sure we’re the right fit for what you have in mind, reach out anytime at thecakelabpdx@gmail.com or 503-507-7043. You’re also welcome to send inspiration photos, design ideas, color palettes, or any other details you’d like us to see.
How much notice do you need for custom cake orders?
As much notice as you can give us is always appreciated! More lead time gives us the best chance of fitting your order into our schedule and making sure we can bring your vision to life. In general, we ask for at least one week’s notice for custom cake orders. If you’re working on a shorter timeline, feel free to reach out anyway—we’ll always do our best to accommodate when we can.
Do you have a minimum order amount?
Yes. We have a $60 minimum for custom orders. If you have something specific in mind and aren’t sure whether it fits within that minimum, feel free to reach out—we’re always happy to talk through ideas and help point you in the right direction.
Allergies/Dietary Needs
Can you accommodate food allergies or dietary restrictions?
Sometimes! Because our cakes are made in a home kitchen that handles common allergens, we cannot guarantee that any item is free from cross-contact. If you or someone you’re ordering for has a food allergy or dietary restriction, please reach out before placing your order so we can talk through the details and help you decide whether Cake Lab PDX is the right fit.
Are your cakes made in a kitchen that handles common allergens?
Yes. Our cakes are made in a home kitchen that handles common allergens, including wheat, dairy, eggs, peanuts, tree nuts, and soy. While we’re always happy to talk through ingredient questions and let you know what’s in a particular cake, we cannot guarantee that any item is completely free from cross-contact with allergens.
Pricing/Payment
How is pricing determined for custom cakes?
Custom cake pricing depends on the size of the cake, the number of servings, the flavor and filling selections, and the level of design/detail involved. Final pricing reflects the time, materials, and care that go into baking, decorating, and finishing each cake to order. If your design includes specialty elements or more elaborate decorative work, we’ll talk through that with you as part of the quote.
Do you require a deposit? When is payment due?
Yes. We require a 50% nonrefundable deposit to reserve all custom cake orders. Your order is not considered booked until the deposit has been received.
What forms of payment do you accept?
We currently take payments over Venmo, Cash App, and Apple Pay.
Are delivery fees included in the cake price?
Delivery fees are not included in the price of your cake. You’re always welcome to pick up your order, or we can deliver it to you anywhere in our Portland/Vancouver delivery area for an additional fee. We use a three-tier delivery pricing structure based on delivery zone to keep things as straightforward and predictable as possible. Because cake delivery takes a little more care than a standard drop-off, our pricing reflects distance, delivery time, and the extra attention required to get your order to you safely and beautifully intact.
Delivery Fees
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Green Zone: $10
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Yellow Zone: $18
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Orange Zone: $28
Pick-up/Delivery/Care
Where are pickups located?
Our home bakery is located close to the intersection of SE 130th Ave and Division. We will send you our address once a pickup has been scheduled.
What happens if I'm late to pick up?
We understand that life happens and timing doesn’t always go according to plan. If you’re running late, please let us know as soon as you can so we know when to expect you. We’ll always do our best to be flexible, but because pickups are scheduled around our baking and decorating workflow, if you’re more than 30 minutes late, we may not be able to accommodate without rescheduling pickup.
How should I transport my cake once I pick it up?
The safest place for your cake is on a flat, level surface in your car—usually the floor of the passenger seat or trunk, depending on the size of the cake and your vehicle. We recommend keeping the cake out of direct sunlight and avoiding sudden stops, sharp turns, or steep angles if possible. For best results, make the cake your first stop and head straight to its destination.
How should I store my cake before serving it?
Cakes should be stored in a cool indoor space and kept out of direct sunlight, heat, and moisture. Depending on the design and frosting, some cakes may need to be refrigerated until a few hours before serving, while others can be kept at room temperature for a shorter period. We’ll always let you know the best storage instructions for your specific cake when you pick it up or receive delivery.
When should I take my cake out before serving it?
In general, cake is best served closer to room temperature, when the cake and frosting have had a chance to soften slightly and the flavors really come through. If your cake has been refrigerated, we’ll let you know how far in advance to take it out based on the design and filling. As a general rule, most cakes benefit from sitting out for a couple of hours before serving.
Changes/Cancellations
Can I make changes to my order after booking?
We understand that plans can shift, and we’ll always do our best to accommodate changes when we can. If you need to update details like flavors, colors, design elements, or pickup/delivery information, please reach out as soon as possible. Changes requested within 7 days of pickup or delivery may not be possible, and significant changes to the size or design of your cake may affect the final price.
What is your cancellation policy? Can I reschedule?
Cancellations:
Custom cake orders require time, planning, and advance preparation, so all deposits are nonrefundable. If you need to cancel your order, please let us know as soon as possible. If you cancel 7 days or more before your pickup or delivery date, any payments made beyond the deposit will be refunded. Orders canceled less than 7 days of pickup or delivery are not eligible for a refund.
Rescheduling:
If you need to reschedule your order, please contact us as soon as possible. We’re happy to allow one reschedule when enough notice is provided and a new date is available. Rescheduling requests made within 7 days of pickup or delivery may not be possible, and additional reschedules may require a new order and deposit.