FAQs

Policies & FAQs

Most questions have been answered throughout the website but in case you haven't been paying attention, you can find all of the answers here. ;-)

REGULAR items

~ enriched, unbleached cake flour

~ butter

~ cultured buttermilk

GLUTEN-FREE option

~ gluten-free nut-free flour (rice flour mix)

~ coconut oil

~ almond milk

ALLERGEN-FREE option

~ gluten-free nut-free flour (rice flour mix)

~ hemp oil

~ rice milk

*NOTE: Some items do not have an allergen-free option

What is the difference between your regular, gluten-free, and allergen-free options in terms of ingredients?

Do you offer dairy/lactose-free options?

We can use almond or rice milk in place of cow's milk/buttermilk, or coconut oil instead of butter, as well as vegetable-based shortening instead of butter as a dairy-free, nut-free, vegan frosting alternative.

Do you offer vegan options?

Most of our items may offer vegan options except cake pops, though this may change in the future.

Do you have a real bakery?

Maybe someday but not yet. We're currently an online, home-based business based in San Ramon, CA, providing delivery services; for now in order to keep our prices super low for our customers, none of the profit is going toward sustaining a retail storefront (of course we hope that will change in the future!)

Why don't you have a number we can call to order over the phone?

Currently, Rachel and Jariza now both have full-time jobs outside of Powered Sugar, which involve a good amount of commuting. Outside of these jobs, the ladies are busy juggling families, community organizations, as well as fulfilling your orders! Because of all the juggling, we don't always have the time to answer phones, especially when at our day jobs, and we may not be somewhere where we can readily take notes regarding your orders to ensure we get every single detail. In addition, Thursday-Saturday are BY FAR our busiest days, so please expect a delay in response if you contact us on those days. We apologize for the inconvenience and thank you for your understanding!

The best way to get a hold of us is through email or Contact Form, Instagram, or even text if you request it; with our busy schedules and the amount of orders we get, we feel more comfortable to have everything in writing as well. This way you can send us your inquiries 24/7, and we'll respond as soon as we can.

(We also only have personal phones at the moment, haha.)

How can I make an order?

There are three ways you can order:

1.) Our regular menu items can be ordered by clicking on that item's photo, selecting your options, then clicking "Add to Cart" - you can change the quantity of items from the cart. You'll be prompted to enter your address upon checkout so that we can calculate the delivery fee based on your mileage (always using the shortest route, even if we take a longer one). We'll email you a total amount including delivery fees and you'll then have the opportunity to pay. (PLEASE CHECK OUR AVAILABILITY BEFORE ORDERING THIS WAY - we will NOT accept new orders if our Calendar shows us as booked! We also do NOT do same-day delivery.)

2.) Custom orders must be made using our Custom Order Form so you can tell us specifically what you want.

There is no way to add a Custom Order to your cart; if you would like to order regular items and make a custom order (cake pops that look like Teenage Mutant Ninja Turtles with a dozen White Russian cupcakes, for example), you can click 'Add a Message to Seller' (see image at right) when you're prompted to enter your contact information after checkout and let us know you'll also be making a Custom Order, as well as desired completion date/time.

3.) OR (the easiest way)...you can simply use our Contact Form or email us!

How far ahead of time should I make my order/Can I do same-day orders?

Because we're not a retail storefront, we don't have a daily amount of ready-made items as a normal bakery would. We make-to-order from scratch, so a certain amount of time is needed - not just to prepare, but to make sure we're available to make your order. Please check our Calendar for availability before making your order.

Regular menu items: We recommend ordering least 1 week ahead of time, depending on the quantity and availability. We do not currently do same-day orders. Please enter a note regarding your desired order completion time in the Shopping Cart by clicking the 'Add a Message to Seller' link.

Custom Items: At least 1-2 week's notice (7-14 days) is preferred, though sometimes we can accommodate sooner, but please contact us with your desired completion date/time just to make sure. For larger Custom Items, we recommend contacting us a minimum of 2 weeks (14 days) prior.

Update, April 2016: We now book-up up to 2-3 months ahead of time. Wow, thanks everyone! So the best thing to do is just check our Availability Calendar and plan accordingly.

Why can't I change the quantity of my items when I'm adding them to my cart?

Yeah, that's a glitch in the eCommerce system we use! You can change the quantity of items once they're in your cart before you check out.

What are your delivery fees?

$5 within 10 miles of our location in San Ramon, CA, and $0.50/mile after 10 miles. Total mileage fees will be calculated and included with order total, always based on the shortest route (even if we take a longer one). We're pretty lenient with mileage, so there may be times we'll shave off some or round down, especially if you're further away.

Can I pick up an order instead of having it delivered?

Absolutely, as long as you are okay with picking up from a residence in San Ramon, though pick-ups will be pre-scheduled as a delivery would. Bear in mind we are located in a residential area, so while occasional, previously-scheduled pick-ups are fine, too much traffic is discouraged. As personal information is involved and not made public, the address is only given during pick-up scheduling.

Can I stop in to see what you have, or do you offer samples/tastings?

We are not currently a retail storefront, but a make-to-order home-based bakery. Because we make everything to order, we do not simply have product lying around available for viewing or purchasing.

This is also partially why we don't usually do samples or tastings. If you ask for a sample/tasting, or an "assortment" or "variety pack", we would have to produce a whole batch or half-batch of EACH variety, resulting in extra/excess product.

However, we add plenty of photos to the Galleries and a mediocre job at updating our Instagram!

What type of payment do you accept?

We currently accept PayPal, Venmo, CashApp, Zelle, and credit cards. We email you an invoice with your order total (including delivery/mileage fees and any discounts) after sending you your quote/confirmation email. You can pay online through the invoice, unless other payment arrangements have been made during order confirmation.

If you would prefer to pay in-person upon delivery, we accept cash or check (made out to Powered Sugar).

Is there a deposit required for my order?

For orders $100 and over booked over two months ahead, we require at least a 50% deposit when you've received your invoice. On your invoice, you have the option to pay 50%, or you can choose to pay more or the whole balance if you wish.

If you pay the deposit, you will receive a reminder email a week prior to your delivery to pay off the remaining balance, if you have not done so already.

Why don't you make macarons?

Well, to be honest it seems like everybody is already doing the macaron thing...however, due to requests and suggestions, we may work on adding macarons to our menu in the future. Follow us to stay tuned!

Why does something that can disappear in two bites like a cake pop cost so much?

We at the Powered Sugar Bake Shoppe offer our treats at very competitive prices. That said, we are real people creating these treats, not robots who don't need to make a living. We take time to skillfully create these baked goods from scratch by hand - none of these are factory-made, like cheaper treats found in retail stores.

Our prices cover not only the fresh and high-quality ingredients used (most of which are costlier, such as natural/organic/unprocessed/gluten-free ingredients), and the packaging in which our treats are delivered, but the time and artistic skill involved to lovingly create each delightful treat.