Shipping Rules + Policies
We take enormous pride in every product we offer and strive to deliver them in the best possible condition on the requested delivery date. While there are many things we do to mitigate the risk of shipping fresh and frozen food around the country, there are unfortunately some things outside of our control like the weather and transit delays once the package is in the hands of FedEx, UPS or USPS. As such, the shipping guidelines published on this website are not guarantees of a shipping or arrival date.
Planet Bake is unable to guarantee time of delivery, as this is all subject to the local carrier. Most carriers will deliver packages anytime between 8am-8pm. If you are placing an order for a time-sensitive event, we recommend placing your order early and scheduling it to arrive 2+ days before your event. A majority of our products can be frozen or refrigerated upon arrival to preserve freshness. In anticipation of high package volumes (especially during holidays) or other uncontrollable events, we may have your order ship early to ensure that it arrives in good condition. Planet Bake reserves the right to schedule the arrival of your order earlier or later than estimated to prevent delays, based on operational conditions.
Planet Bake is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control.
We do not require a signature for the delivery of most of its packages. However, products from Tipsy Scoop require an adult signature (21+) upon delivery. Planet Bake is not responsible for packages that require a signature but are not delivered because no one is home to sign.
Customers are responsible for checking that all shipping information is correct before submitting an order as well as in their order confirmation email. If you need to modify the delivery address once your order has shipped, a $19 address change processing fee will apply to your order. Once an address modification is requested, carriers require one business day to process the change, which may delay the package. Planet Bake is not responsible for delays in transit caused by address modification.There are no returns, refunds or cancellations allowed on any orders that have shipped. All packages are shipped via UPS, USPS or FedEx and therefore we cannot ship to P.O. Box addresses.
Does Planet Bake ship outside of the U.S.?
The answer is: NO.
Where does my order ship from?
New York State.
How far in advance should I place my order and schedule for delivery?
Planet Bake needs 24 hours to process an order. All orders received before 8am in the morning will be shipped the same day and leave with our carrieries around 5pm in the afternoon. Transit time is anywhere from 1-3 business days depending on your region of destination. We highly recommend ordering your items in advance, especially during times of high demand like the holidays. You can place an order way in advance through our checkout.
During Regular Times (not holidays):
Shipping within New York State 1-2 business days
Shipping from New York to the Mid West 2-3 business days
Shipping from New York to the West Coast 3 business days
We will soon offer Next Day Air with UPS. UPS Next Day Air®: Guaranteed delivery by 12:00 noon or 1:30 p.m. where weekday shipments are delivered by 10:30 a.m. or 12:00 noon, respectively, based on destination.
How is my food packed and shipped?
Our fresh donuts are individually wrapped and sealed in plastic bags to keep them fresh during transit. In hot climates we also include ice blocks to keep the desserts cooled. The desserts are placed inside a container box or PET handle bag. This bag is placed inside the shipping box with additional padding. Your food items gets 3x packaged to be handled safely and without contaminations of any kind.
Do I have to be home to sign for the package when it's delivered?
The answer is : NO.
I need my package delivered by a specific time, how can I arrange this?
Once your package is in the shipping carrier's hands we have no control over the time they will deliver it. But, the good news is that both FedEx and UPS give you the ability to schedule your delivery times for all of your residential packages! If you know that you are not going to be home and are worried about them not leaving your package at your door, we strongly encourage you to schedule your delivery window directly with UPS. Their Delivery Manager platforms are flexible and allow you to schedule the delivery of your package within a short time-frame to ensure you will never miss a package at your home again.Once you receive your tracking email from us letting you know that your package has shipped, go to one of the below links to schedule a delivery time or a pick-up location/time that works for you: Packages Shipped Via UPS: Sign up for UPS MY CHOICE
My order arrived thawed or warmer than expected
Many of our items are shelf stable and don’t require refrigeration, although they can be refrigerated upon arrival to extend the freshness of the product. In most cases, it is normal for our frozen products to partially or fully thaw in transit. We are working on next day morning arrival for your perishables to get them to you faster.
I sent my order as a gift and the recipient was not available or didn’t open the package in time
Customers are responsible for notifying the recipients that a perishable item is on the way, and for confirming that they are available to receive a package. You have the option to notify them by by opting in to shipping email notifications at checkout, and providing the recipient's phone number for delivery questions. Planet Bake is not responsible for packages reported damaged due to a delay in opening and properly storing the package’s contents upon delivery.
I received my package as a gift and it arrived damaged or incorrect
We're so sorry for the trouble with your gift! We're here to help. Please contact our Customer Support team at firstname.lastname@example.org. Please share photos that include:
A photo of the area of concern
Two full shots of the product (from the side and overhead)
A shot of the packaging/box
We will work to resolve the situation quickly. For security reasons, we will contact the purchaser to notify them of the issue.
What is your Return Policy?
All items are final sale. If an item arrives damaged or spoiled, our Customer Support team will work with you to determine an appropriate solution.
What are Planet Bale's email support hours of operation?
Our email customer support hours are 8am-8pm EST, 7 days a week.
You can reach us at email@example.com.
If your inquiry is about an existing order, please share your order number for faster service.
What are Planet Bake's phone support hours?
Our phone support hours are 9am-8pm EST Monday-Friday and 10am–6pm EST Saturday-Sunday.
Call or text 413-758-2253 and tell our system your name. If we are busy please leave us a voicemail with details about your inquiry, your phone number, order number (as applicable) and a team member will call you back as soon as possible.
What are Planet Bake's live chat support hours of operation?
Our live chat customer support hours are 9am to 6pm EST, Monday through Friday.
You can contact us on live chat by clicking on the icon on the lower right corner of your browser as you are shopping. If the icon is unavailable during our support hours, it means that all of our live chat agents are busy assisting other customers.
How do I check the status of my order?
You will receive updates about your order once they are processing. If you placed an order and do not see an update feel free to contact us, sometimes emails go missing. If you created an account you can view your orders and process there as well. Once there is an update on your order and it is 'completed' or 'shipped' you will receive an email from us.
How do I cancel my order?
Please contact us within 30 minutes of placing your order online.
How will I know when my order has shipped?
You will receive an email update that says that your order has shipped, soon after you should receive your tracking number by email. If you have questions about the shipment please email us. If you can't find that email or the tracking information, you can view your order history by logging in to your account page.
Depending on the shipping method and perishability of the item, it is normal for tracking information to not show movement until the late evening prior to your estimated delivery date. If there appears to be an issue with your delivery, please speak to us over the phone or send us an email.
My order was sent to the wrong address!
We are sorry for the inconvenience this will cause. If you need to update an address, or change a delivery date please contact us by email within 24 hours from the time the order was placed. We kindly ask customers to give Planet Bake time to act upon your request, for this reason 24 hours is required and we cannot guarantee address changes if a request is made closer to the ship date than this. We usually ship all orders the day after you have placed your order unless you have given us a later date.
My order will arrive a day after my requested delivery date. Will it still be fresh?
Although we do everything in our power to get your food to you on time, occasionally items get delayed due to bad weather or other unforeseen events. The items will be still in good conditions as all our fresh food products can survive 5 days at room temperature and up to 10 days within refrigerated conditions. If you feel the items have gone bad in transit please contact us and we will resolve the issue.