Q: What is your refund policy?
Fountain City Sweets makes every effort to accommodate customer requests, but because our products are made to order and require several days to complete, we cannot guarantee any order change or cancellation requests. Please contact Fountain City Sweets immediately if you need to change or cancel an order, and we will try to accommodate you. Due to the nature of our products however, please be aware that our default policy is that all sales are final. Read Our Full Refund & Returns Policy
Q: How are designs created?
A: I create my designs based on elements requested by the customer, event invitations and mood boards, as well as from nature, home décor, and my environment. My cookies are designed uniquely for my customers. While I may draw inspiration from other cookies, I will never replicate another artist's designs.
Q: Are there limitations to designs?
A: There are some limitations to what I can do when it comes to designs. If you request something I do not feel I have the ability to accomplish well, we can discuss alternative design options. I do not do character cookies or certain logos (ie universities or professional sports teams) at this time, however, I will do a nod to those themes. Please contact me and we can discuss in further detail.
Q: What is the cancellation policy?
A: I will provide a full refund if order is cancelled 1 month or more in advance. If cancelled 2 weeks before the scheduled pick up date, I will offer a 75% refund. (25% cancellation fee) If cancelled less than 2 weeks before the pick up date, I will offer no refund. No refund once cookies have been provided to the customer. A full refund will be provided if the order is cancelled due to extenuating circumstances.
Q: How do I store the cookies?
A: Cookies can stay fresh at room temperature in their heat sealed cellophane bags up a week. Cookies may be frozen for up to 3 months or in a deep freeze up to 6 months. It is recommended to keep them in their packaging and in the bakery box or another container to preserve freshness. Allow the cookies to thaw completely before opening to prevent them from drying out or icing to bleed. If cookies have been unpackaged and are left over from an event, you can still freeze them. Place in an airtight container with parchment between layers. Store
Q: When is payment due?
A: Payment is due at the time of invoicing. Cookies must be paid in full to book your order. I will hold the request for 48 hours from the time I send the invoice. After that time, if payment is not received, I will open that date to the next request. Once an order is placed, if you need to make changes to your order details, please notify me as soon as possible. Significant changes to order details may incur additional fees and must be paid 15 days prior to pick up date.
Q: Do you ship or deliver cookies?
A: Yes! Please refer to our shipping terms and conditions for more information. Learn More About Shipping
Q: Do you offer gluten-free or nut-free cookie options?
A: At this time, I do not. However, if you have a nut allergy, I encourage you to talk to me about this. The almond extract I use has a manufacture label stating it is "nut allergen free." Cookies are processed in a home kitchen that may contain allergens including, but not limited to wheat, dairy, eggs, and nuts.
Q: Can I place a cookie order if I do not know my theme yet?
A: Unfortunately, no. Some orders are more intricate than others and I cannot guarantee the time needed for complex orders if I do not know the theme in advance. Cookie orders must also be paid in full to book. Without a good idea of theme, I cannot provide an accurate quote. Once an order is placed, if you need to make changes to your order details, please notify me as soon as possible. An increase in quantity or complexity is dependent on my availability. I require final theme decisions no less than 15 days prior to pick up date. This
Q: How much notice do I need to give for ordering cookies?
A: I only take orders up to 3 months in advance. (For example, ordering for March will open December 1st) Custom cookies take planning and time to make. Please place order requests at least 14 days prior to the pick up date. Cookies orders placed within 10 days of the event will be subject to a 25% fee, if I'm available to take the order.
Q: Why are cookies so “expensive?”
A: Each order of handcrafted cookies is uniquely made with the recipient in mind. Ensuring each order is truly custom requires time, planning, and hard earned skills of the craft. Here's a peek at what goes into each and every order: Client Consultation: This includes discussing the client's special occasion, specific vision and aesthetic, and details specific to the cookie recipient. This can be a brief or lengthy exchange of collaborating ideas. Cookie design: Next is the design process which can easily take 2+ hours. I create a color scheme, gather inspiration, sketch your designs, create templates for hand-cut designs
Q: How do I place an order?
A: Filling out the order request form does NOT book your order. Once details are discussed and agreed upon, an invoice will be sent from fountaincitysweets.com to the email you provided. You will then follow the included link to complete payment. Cookies must be paid in full to book your order. I will hold the request for 48 hours from the time I send the invoice. After that time, if payment is not received, I will open that date to the next request. CHECK INVOICE FOR FULL PICK UP ADDRESS.
Q: How do cookie pick-ups work?
Pick up address is near 135th and Blackbob in Olathe, KS. Please note that this is not a retail storefront, but rather a "By Appointment Only" workspace where we schedule pick ups and decorate orders. Exact address is on the invoice and will not be provided prior to invoicing for safety purposes. All cookie pick ups are "no contact porch pick ups." This is to ensure the safety of both parties. Cookies will be set on the porch bench or table with a large "COOKIES" sign near them. I ask all customers to be respectful of anyone else picking up cookies