FAQ
WHERE ARE YOU BASED?

Sugarcraft is a licensed Cottage Food Operation {Class A and Class B #LA19H160014} located in Sherman Oaks, California. We currently operate a private commissary kitchen and packaging facility that is used exclusively to produce all of our baked goods, frostings, and icings.

 

 

WHAT MEASURES ARE YOU TAKING DURING THE PANDEMIC?

The health, safety, and peace of mind of our staff and customers is our greatest priority. For this reason, we have enhanced our already rigorous cleaning and hand-washing methods and limited our production runs. Although we have put a pause on our #sugarcraftparty services, we are still able to offer kits for families to enjoy together while staying Safer-at-Home. In order to guarantee safe social distancing and responsibly bake and package within our private facility, we never have more than one person working at a time. While preparing and baking cookie dough and piping bags, our head baker Yisele is always wearing a protective chef's coat, face mask, and food-safe latex gloves. And when packaging and delivering or shipping your kits, our faces and hands are also appropriately covered at all times! We're very grateful to be able to safely operate during this difficult time. Please be assured that we take health and safety very seriously even under the best of circumstances.

ARE YOU SERVSAFE CERTIFIED AND INSURED?

Yes, our small team of bakers is fully certified according to ServSafe guidelines, and our baking and packaging facility is up to code per the County of Los Angeles Department of Public Health's standards (we were most recently inspected on March 12th, 2020). We practice frequent and thorough sanitization and hand-washing, and our event coordinators always wear food-safe gloves when handling and delivering cookies, cupcakes, and cakes. Our LLC is also insured.

DO YOU HAVE A STOREFRONT WHERE I CAN HOST A PARTY OR DROP IN WITH MY KIDS? 

Not yet! But we are working towards creating one as our business grows! Thank you for your support!

ARE YOUR PRODUCTS SCRATCH MADE?

Yes! 100 percent! All of our baked goods are completely hand-crafted from scratch using the best ingredients available. We roll our signature dough by hand (not with a sheeter, like many other bakeries!), mix and hand-dye/package our own royal icing bags, and never use any pre-made products of any kind. Even shortening is banned from our pure buttercream frostings. The organic Eureka lemons we use are literally plucked straight from our trees! You can taste the European butter, Tahitian vanilla, and see flecks of real vanilla bean in every hand-cut cookie we proudly make.

WHAT IS THE BEST WAY TO USE THE COOKIE DECORATING KITS?

Our Cookie Decorating Kits are made to order and have a shelf-life of two weeks from delivery. Both the cookies and the royal icings bags can be left in their box until use. If you notice any color separation in the icing—which can happen with darker hues—we recommend placing the bag in a bowl of warm water, then giving it a roll on the counter to re-mix the contents and adjust consistency and color. Alternatively, you can decant the frosting into a bowl, add a few drops of water, and give it a stir with the popsicle stick to blend it back together. Undecorated cookies can be frozen for up to six months!

WHERE AND HOW DO YOU SHIP?

We currently ship within the United States through USPS. In order to keep shipping rates as low as possible for you, we use Medium and Large Flat Rate Boxes. We lovingly and carefully package all interior components in such a way as to keep them in tact, however, it is possible that more delicate cookie shapes may break in transit, or sprinkles and icings may shift inside the box. We do our very best to prevent this, however, once they leave our bakeshop, they are literally out of our hands! Please be mindful of this as we cannot offer refunds or partial refunds for cookies that may arrive damaged. It is never our intention for this to happen, but if it does, we encourage users to simply reattach cookie pieces using the icing provided. We are confident that even broken cookies will still taste delicious!

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WHEN WILL MY ORDER SHIP?QUICKLY WILL MY ORDER SHIP?

Orders placed on Monday, Tuesday, or Wednesday before noon PST will be hand-crafted and shipped on Wednesdays or Thursdays. Orders placed after noon on Wednesdays, Thursdays, and Fridays—or over the weekend—will be prepared as soon as possible the following week. We appreciate your patience as we are operating with a reduced team in order to comply with California state laws. If you need an order by a specific date, please place it at least one week in advance. Once your package is shipped, we will send a notification email with your tracking number. 

WHAT ARE YOUR SHIPPING OPTIONS?

We currently offer Priority USPS shipping within the United States, but we are working on expedited shipping options. For now, we recommend ordering at least a week ahead of your event date to ensure on-time arrival. 

CAN YOU SHIP PARTY KITS?

We can certainly try, depending on the volume! Please email us to inquire!

HOW DO I REACH YOU?

Send an email to hello@sugarcraftla.com and someone from our team will get back to you as soon as possible!

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