Bakery Policies

Welcome to Carmella's! We are delighted to have you here and want to ensure that you have a seamless and enjoyable experience. Please take a moment to review our terms and conditions below:

Ordering

Custom Orders

All custom orders require at least 2 weeks notice. If you need desserts in a shorter time frame, please inquire about availability. Orders placed less than 2 weeks from service date will be subject to a rush fee.

To inquire about any custom orders, please visit our order inquires page and fill out the online form.

Online Orders

All online orders require at least 48 hours notice. Every order is baked fresh to ensure you are getting the best product possible. When placing your online order, you will be prompted to select your pickup day and time base on availability. 

Payments

Payments for all online orders must be made in full at the time of placing the order. To ensure the safety of our staff and customers, we do not accept cash for any local orders.

Custom orders over $200 require a non refundable 50% retainer at time of booking with remaining balance due 2 weeks from service date. For custom orders less than $200 and/or orders placed with less than 2 weeks notice, full balance will be due at time of booking.

Late Fees

Custom orders are subject to a late 15% late fee if retainer/full payment is not made within 24 hours of payment due date.

Shipping and Delivery

We offer shipping for our gourmet cookies and select treats using USPS Priority Mail. The shipping cost will be calculated based on the destination and weight of the package. Please note that we currently only offer shipping within the United States.

We offer local delivery in Raleigh, NC and surrounding areas. Delivery dates must be scheduled with at least 48 hours notice and are subject to availability.

Pickups

Custom Orders:

Pickups for custom order are available in Raleigh, NC and Durham, NC. When placing your custom order, you will be given the choice of pickup location and time or delivery. 

Online Orders:

Local pickups are available weekly on designated days throughout the week. When placing your order, you will be prompted to select your pickup day and location before finalizing order. You will receive an email with pickup information, as well as confirmation after your order has been picked up.

Allergens

While we strive to maintain a clean and safe environment, it's important to note that our products are produced in a common kitchen where allergens may be present. Despite our best efforts to prevent cross-contamination, we cannot guarantee that our products are completely free from allergens.

Our products may contain common allergens such as wheat, eggs, milk, soy, peanuts, tree nuts, and sesame seeds. We use these ingredients in some of our recipes, and although we take precautions to separate them, there is still a risk of cross-contamination.

Gluten Allergies: While we offer gluten-free cookies, please be aware that they are produced in the same kitchen as our regular cookies. Although we take measures to prevent cross-contamination, there is still a possibility of trace amounts of gluten being present.

Nut Allergies:We understand the severity of nut allergies and offer nut-free cookie options. However, please note that our nut-free cookies are produced in the same kitchen as our other cookies. While we take precautions to prevent cross-contamination, there is still a risk of trace amounts of nuts being present.

Occasionally, we may need to substitute ingredients due to availability or quality. While we make every effort to inform our customers of any changes, it's important to check the ingredient list provided with each product to ensure it is safe for your specific dietary needs.

We understand that individuals may have specific sensitivities or allergies beyond the common allergens listed above. If you have any concerns or questions about specific ingredients, please reach out to our customer service team for assistance.

Returns and Refunds

Due to the perishable nature of our products, we do not accept returns or offer refunds. However, if you encounter any issues with your order, please contact our customer service team and we will do our best to resolve the matter.

Cancellations & Unforeseen Circumstances

At Carmella's, we understand that sometimes plans change and unforeseen circumstances arise. We strive to provide the best customer experience possible, which includes clear policies and procedures for cancellations and handling unexpected situations.

Cancellation Policy:

If you need to cancel your order, we kindly ask that you notify us as soon as possible. Due to the custom nature of our gourmet bakery products, we require a minimum of 48 hours' notice for cancellations. This allows us to ensure that we have not started working on your order and that we can accommodate any changes or adjustments.

Please note that cancellations made within 48 hours of the scheduled delivery or pickup time may be subject to a cancellation fee. This fee covers any expenses already incurred in the preparation of your order.

Postponing:

In the event you need to postpone your pickup date, please contact us as soon as possible. Notification for postponing less than 1 week from original pickup date may incur additional fees if we have started prep/made arrangements for any custom decor. 

Unforeseen Circumstances:

In the event of unforeseen circumstances, such as extreme weather conditions or other emergencies, we will make every effort to communicate with you and find a suitable solution. Our top priority is the satisfaction of our customers, and we will work closely with you to ensure that your order is delivered or rescheduled in a timely manner.

In the rare event that we are unable to fulfill your order due to circumstances beyond our control, such as a natural disaster or supplier issues, we will provide a full refund for the affected items. We understand the importance of your special occasion and will do our best to assist you in finding an alternative solution.

Contacting Us:

If you need to cancel your order or have any questions regarding our cancellation policy or unforeseen circumstances, please don't hesitate to contact our customer service team. You can reach us by phone at (919) 307-5454 or by email at cookie@carmellasnc.com. 

Privacy Policy

We value your privacy and are committed to protecting your personal information. Any data collected during the ordering process will be used solely for the purpose of fulfilling your order and will not be shared with third parties.

Intellectual Property

All content on our website, including images, logos, and text, is protected by intellectual property laws. You may not use, reproduce, or distribute any of our content without our prior written consent.

Disclaimer

While we strive to provide accurate and up-to-date information on our website, we cannot guarantee the absence of errors or omissions. We reserve the right to modify or discontinue any product or service without prior notice.

By placing an order with Carmella's,  you acknowledge and agree to abide by these terms and conditions. If you have any questions or concerns, please don't hesitate to contact our customer service team.