FAQ

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How can I contact you?

For the fastest response, please email us your questions or concerns. If you would like to speak with us by phone, please call our office and leave a message (347) 767-8002. Someone will return your call within 48 hours.

Can I cancel my order?

  • Internet orders – cancellations not accepted for any reason
  • Everyday cakes & pies – cancellations must be received no later than 7 days before delivery date
  • Events & bulk orders – cancellations must be received no later than 14 days before delivery date
  • Favors – cancellations must be received no later than 21 days before delivery date
  • Special event cakes – cancellations must be received no later than 30 days before delivery date

What is your policy with regards to returns exchanges and refunds?

Alecia Bakery NYC does not accept returns, exchanges or issue refunds. All deposits are nonrefundable. Replacements may be provided in rare occasions and are at the discretion of ownership.

What is your shipping policy?

Alecia Bakery NYC is committed to bringing you a quality product shipped in a timely manner. However, Alecia Bakery NYC is not responsible for packages delayed, lost or stolen, once they are in the possession of USPS and have departed our facility. Alecia Bakery NYC is not responsible for incomplete or incorrect delivery information given by the ordering customer; and additional charges may apply to correct shipping information.

How do you package your product for shipping?

We use official USPS shipping cartons. Inside the box we use biodegradable packing peanuts and/or bubble wrap. All products are individually wrapped for freshness.

Why do you only ship with USPS?

We want our tasty treats to reach you and your gift recipients looking and tasting just as fresh as it does when it leaves our shop. Because of the time and temperature sensitive nature of many of our products as well as our desire to be able to deliver to as many of our fans as possible, we need to use a shipper who not only offers delivery 6 days/week but will deliver to P.O. Boxes as well as APO’s.

USPS also helps us keep shipping and handling costs down immensely by providing us with complimentary cartons which translates into savings for our customers.

We ship exclusively with USPS Priority Mail® and Priority Mail Express™ to all destinations.
Please note that our treats are made and shipped from New York City, so orders destined for the west coast and deep south will be the most expensive.

Will I be notified when my order is shipped?

Yes, USPS will send an e-mail notification to the email address you provided with your order.

How do I track my order?

You should receive tracking information from USPS once your order’s shipping label has been created. Please refer to the tracking number in your shipment confirmation email.

I placed an order online, but did not receive my confirmation email. What happened?

It may have been blocked by your spam filter or have been delivered to your junk mail folder. Check those items and add usps.com to your safe senders list.

When will my order be delivered?

USPS Priority Mail® packages are typically delivered within 1-3 days from when they depart or facility. USPS Priority Mail Express™ are expected to be delivered within 1 day of leaving our facility.

How far in advance do I have to place my order?

Internet orders: Since we make everything to order, we ship Monday and Tuesday ONLY for delivery Tuesday-Saturday. Orders must be placed by 5 p.m. each Friday for shipping the following week. Weekend orders will be pushed to the next shipping window (e.g., if you order Sunday, January 1st, your order will ship out the week of Monday, January 8th).

Lead times vary for all other orders. Please refer to Custom Order pages for more information. Rush orders may be available for an additional charge.

Do you deliver on Saturdays?

Yes, USPS delivers on Saturdays.

Do you offer same day delivery?

We do not currently offer same day service. We are, however, considering local messenger service within Manhattan (New York City) in the near future.

Do you ship internationally?

Unfortunately we do not ship outside of the United States. There are specific criteria for shipping perishable foods abroad, therefore increasing the risk of spoilage. We apologize for the inconvenience.

What if my package is lost or damaged?

To report lost or damaged items you MUST contact us within 5 business days from date of receipt. Please email us with details including photographic proof of any damage.

How do you keep your treats from spoiling before reaching their destination?

We will only ship items that have been tested and approved for shipping nationwide without compromising the integrity of the treats. However, we highly recommend you select the USPS Priority Mail Express™ shipping option if the destination temperature is over 70 degrees.

Will everything seen online be available for purchase in your new store?

Almost! Due to the many varieties of each treat we offer, flavors will be rotated in store.

Where are you located? What are your hours?

Please go to Find Us for our locations.

How do I store your treats?

  • All of our baked treats should be enjoyed within 2-3 days of delivery or frozen immediately.
  • Products from our Brown Bag Treats™ line should be enjoyed within 1 month and stored in a cool, dry place.
  • Caramels should be enjoyed within 4 weeks in their original packaging or frozen immediately in airtight containers for up to 3 months.
  • Canine Cookie Jar™ treats have a shelf life of 1 year.

Important note: We do not recommend refrigeration for any of our shipped products as the humidity may compromise the products as well as encourage starch crystallization (aka make the treats go stale up to 6x faster).

Are your products kosher?

No, we do not have kosher certification.

Are any of your treats Vegan?

We offer a limited menu of vegan treats that do not contain any animal products. Please contact us or (347) 767-8002 with any questions.

Are any of your treats Gluten Free?

Our line of naturally gluten free treats is highly sought out for its comparable quality to its conventional cousin. All of our Gluten Free treats are made with ingredients that are naturally gluten free, but may contain traces since they are processed on shared machinery. Our Gluten Free products are not suitable for people diagnosed with Celiac disease or for customers with a severe gluten allergy.

Who do I contact for allergy information?

Please email us or call (347) 767-8002 with questions about a specific product.

Anyone who suspects they may have a food allergy should consult with a physician immediately.

Dairy:
We process products with and without dairy on the same machinery. All of our products may contain traces of dairy. We use Valrhona and Callebaut cocoa, unsweetened and dark chocolates which do not contain dairy ingredients, but may contain traces since they are processed on shared machinery. For customers with a severe dairy allergy, we do not recommend our products.

Tree nuts and peanuts:
We process products with and without tree nuts or peanuts on the same machinery and in the same facility. All of our products may contain traces of nuts. For customers with a severe tree nut or peanut allergy, we do not recommend our products.

Gluten:
We process products with and without gluten on the same machinery and in the same facility. All of our Gluten Free treats are made with ingredients that are naturally gluten free, but may contain traces since they are processed on shared machinery. Our Gluten Free products are not suitable for people diagnosed with Celiac disease or for customers with a severe gluten allergy.

Soy:
All of our chocolate contains soy. Valrhona and Callebaut use soya lecithin as an emulsifier.

Eggs:
Unless specifically Vegan, all of our baked treats and glazed nuts contain eggs.

Alcohol:
Some of our treats contain a minimal amount of grain alcohol.

Do you wholesale your products?

If you are a café, restaurant or retailer, and would like to carry our products, please submit your information here. Our Sales Manager, Stan Smulewitz, will respond to your request within 72 hours.

Will you offer tours at your new bakery?

While we will not offer official tours of our bakery for safety and sanitary reasons, you will be welcome to visit our store with the adjoining bakery for a sneak peek of our production. Enclosed by windows, you will be able to watch the crew making delicious treats and creating intricate sugar paste flowers from the sidewalk. Please note that our production schedule will vary and we cannot guarantee what you will see as there may be instances where activity is happening behind the scenes or in parts of the bakery not visible through the windows.

Do you do Bulk Orders? Events?

Yes, we do! Please complete the form on our Special Events Page and we will get back to you.

Do you offer special corporate pricing or discounts for large orders?

Orders totaling $1500 or more before tax and shipping may qualify for corporate discounts. Please contact us for details. Discounts are not available for Special Event Cakes.