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Frequently Asked Questions
How soon do I need to place my order?
We recommend at least 4-7 business days for most cake and cookie orders. Availability does vary during busy holiday seasons. For larger orders, we recommend at least 2 weeks. It’s never too early to place your order! Send us an email or give us a buzz as soon as you know your event date.
How do I place my order?
Easy peasy! There are three simple ways to get your party started!
(1) EMAIL US! Shoot us a quick note to info@ellenJAYevents.com. Send us your name, email address, phone number, desired pickup date or shipment date and what you need to order.
(2) FILL OUT OUR CONTACT FORM.
(3) WANNA CHAT? Give us a buzz at 251-219-7406 to place your order over the phone.
What happens after I send ellenJAY my order request?
If we have any additional questions for you, we’ll email or call you to finalize details. Once you confirm your order, we’ll email you an ellenJAY invoice to process your payment online. Orders must be paid within 24 hours to finalize your order.
Can I place my order on Facebook or Instagram?
Sorry guys, but we cannot accept orders via Facebook, Instagram, voicemail or text message. We ONLY accept orders via email, contact form and phone.
Do you take last-minute orders?
We always try our best to accommodate your last-minute order, but we usually need at least 4 business days’ notice. But, don’t be bummed if you waited until the last minute! You can always stop in the shop and grab some of our fabulous to-go sweets from our case.
Is there a minimum special order?
Yes, ma’am, our special-order cookies and cupcakes have a minimum order of 24 because we make your batch fresh just for you.
Do you require payment in full to secure my order?
Yes, all orders must be paid in full within 24 of receiving your invoice.
What types of payment do you accept?
Paper or plastic! We accept cash, check or all major credit cards.
Can I cancel my order?
Orders are nonrefundable. ellenJAY store credits are issued for cancelled orders. We ask for at least 7 days notice to cancel an order. We can increase quantities closer to your event date. Please note order quantities cannot be decreased.
How much are decorated sugar cookies?
Our sugar cookies average $4.00 to $7.00 each with a minimum order of 24. Most ellenJAY cookie collections have 3 coordinating designs and are approximately $5 per cookie.
Can my cookies be individually packaged?
Absolutely! Individual favor packaging with coordinating satin ribbon is an additional $1.00 per cookie. Gift boxes are $4.00 each.
Can you create gift packaging for my sweets?
That’s our FAVORITE! We have several gift box options in various sizes to create the perfect sweet gift.
Why are your decorated sugar cookies so special?
Lots and LOTS of work goes into each and every decorated sugar cookie! This process is truly a labor of love that starts with prepping the dough, cutting out the shapes (sometimes with the finickiest of cookie cutters), mixing royal icing colors of various consistencies, hand decorating and, finally, packaging.
Can you replicate logos and characters, such as Mickey Mouse, etc., on my sweets?
No, we cannot replicate copyrighted images, logos or characters without written consent from the copyright owner. However, we can customize our menu cakes and cookies with your party colors.
Do you offer sheet cakes?
No. Instead, we specialize in round, three-layer cakes in a variety of sizes to meet your desired number of servings.
Do you offer 3D or sculpted cakes?
Sorry, round three-layers cake are our JAM!
Do you use fondant?
Nope, not our thang.
Can you create an exact replica of this cake or cookie I found online?
No, Team ellenJAY specializes in the cakes and cookies listed on our menu only. We adore them and we hope you will TOO!
What flavor cakes do you offer?
SOOOO many yummy options! Click here to see our signature flavors.
What size cake should I order?
All of our cakes are three-layered, round confections with the following approximate servings per size:
$45 plus tax --- 6 inch feeds 10-12
$60 plus tax --- 8 inch feeds 20-24
$85 plus tax --- 10 inch feeds 38
How should I store my cake until my party?
To keep your cake safe, you can store it in its original box and in your refrigerator. Because our cakes contain a lot of butter which firms at cold fridge temperatures, let your cake come to room temperature for about 4 hours before serving. Our cakes are BEST enjoyed at room temperature.
Allergies & Specialty Sweets
Do you have allergens in your bakery?
We do have allergens, such as nuts, soy, eggs, wheat and dairy products in our bakery. If allergens are a serious health concern for you, we recommend that you do not consume our baked goods.
Do you offer gluten-free sweets?
Sorry, we do not offer GF sweets at this time.
Do you offer sugar-free sweets?
No, we don’t currently offer sugar-free sweets.
Hiring & Donations
Are you hiring?
Please send your resume and portfolio photos of your recent work to firstname.lastname@example.org for us to keep on file.
Can you make a charitable donation for my upcoming event?
Thanks so much for thinking of ellenJAY! We love to support the community that supports us, and we are happy to donate when we can. However, we do get many donation requests, and we are only able to commit to a certain amount of donations each year. Please email all your event information to email@example.com for consideration.
Order Processing & Shipping
We ship on Mondays, Tuesdays and Wednesdays only. Once you place an online order, your cookies will be shipped within 4-7 business days. However, during the busy holiday seasons there could also be a delay in shipments.
All cookies are baked fresh and individually packaged to maintain freshness.
We currently ship nationwide using UPS.
We only ship to residential and business addresses. We do not ship to P.O. Boxes.
ellenJAY is not responsible for delays in delivery due to incomplete or inaccurate addresses, weather or unforeseen circumstances at are out of our control.
Shipments that are returned or require re-shipment as a result of an incorrect address will be subject to additional charges for re-shipping.
Once your order has shipped, an email will be sent with your tracking number and estimated delivery date.
Shipping and Breakage Policy
All cookies are individually heat-sealed and placed inside a gift box or bakery box and protected with paper shred. The box is then cushioned with packing peanuts and placed inside a shipping box. Packing your cookies for safe shipping is very important, and we’ve shipped lots of cookies this way with much success.
Occasionally, a cookie may break or crack during shipment, but it will still taste yummy! Sorry, no refunds on broken cookies.
ellenJAY does not accept returns or exchanges since all our sweets are perishable.
In the event you are unhappy with your cookies, please email us at firstname.lastname@example.org within 48 hours of receiving your package and we will make every effort to remedy this situation.