FAQ

FAQ

Frequently Asked Questions

Store Hours 

Monday-Saturday: 11am-5pm Sunday: 12pm-4pm

Do I need to make a reservation? 

No, you can drop in anytime and enjoy the fun. We seat our guest Sweetologists on a first-come, first-served basis in our Makery. We don’t take reservations. If however there is a special occasion or request please contact info@sweetology.com and we will see what we can do.

Are there any age restrictions? 

No, decorating at Sweetology is fun for all ages. For optimum fun and safety, we require children under the age of 14 to be accompanied by an adult; children under the age of 7 must have dedicated adult assistance.

Can I bring a large group? 

Absolutely, the more, the merrier. You may host a private party in our store or at off-site locations selected by you. You may also reserve our entire store for a special event. You’ll find detailed information on our “Parties” tab in our main navigation on our website or you can email info@sweetology.com.  

Allergies & Food Sensitivities

Are your products nut free? (Ingredient List)

There are no peanuts or tree nuts used or sold in the store, however, our cakes, cupcakes, cookies, and buttercream are produced in a facility that also makes products containing peanuts and tree nuts. The buttercream frosting contains tree-nut derivatives in its proprietary flavor blend and the vanilla cakes and cupcakes contain almond extract.

Do you offer gluten-free products? 

Unfortunately, no. However, if you want to purchase or bake your own gluten-free product, all of our buttercream, royal icing, fondant, food gel, sprinkles are gluten-free so you can still have fun playing. Simply go to the “Build Your Own Kit” link on our website and place the gluten free items in your cart. Don’t forget to add our piping tip and coupler set in your cart as well!D

Do you offer Kosher products? 

Yes! At this time we use only certified kosher ingredients in ALL of our buttercream, royal icing and baked products. Our coloring gel, sprinkles, sugar decor and fondant are all certified Kosher. We are currently attempting to get our actual Kosher certification.

Shopping Online & Shipping

When will I get my order?

Orders are shipped Monday-Friday to most destinations via UPS. We process orders to ship the next business day after the order is placed. We do try to avoid having perishable items sit in transit over a weekend so we do not typically ship on Fridays because UPS does not move packages on the weekend. If you need your product there quickly it is best to choose expedited shipping at checkout. Upon placing your order you will receive a UPS tracking number in order to track the progress of your shipment PLEASE NOTE THAT WITH COVID-19 CARRIERS ARE EXPERIENCING DELAYS. Once the package leaves our facility we no longer have control. If you experience a problem please contact info@sweetology.com and we attempt to help you resolve the issue.

Can I return my order for a refund? 

All items are final sale. Due to the perishable nature of our items, we cannot accept returns on any items and unfortunately we cannot be responsible for packages returned by the carrier for incomplete or incorrect addresses. We typically do not offer refunds on any orders unless there was an error in the making of your order. In this instance, please contact our Customer Support team within 14 days of delivery at info@sweetology.com. Each inquiry is handled on a case-by-case basis.

Can I track my order status?
If your package was damaged due to carrier-mishandling, thus causing damage to the contents, please contact our Customer Support team within 14 days of delivery at info@sweetology.com with photos and details about your damaged order. We will open an investigation with the carrier. We handle these inquiries on a case-by-case basis.

What if I am missing an item or it arrives damaged?

We do not offer refunds for orders that are damaged beyond our control, such as extreme temperatures outdoors or within carrier facilities. If your order is affected by extreme temperatures, please contact our Customer Support team within 14 days of delivery at info@sweetology.com to report the issue, and we will contact the carrier. Each inquiry is resolved on a case-by-case basis.


Can I customize my kit?
Yes! We offer a “Build Your Own Kit” option on our website. Simply place the items in your cart and check out. If you are looking for a special theme, ideas or  items that aren’t on our standard order list please contact info@sweetology.com and we will try to accommodate your request and help you get inspired.