FAQ
You have questions? We have answers!
Still can't figure out the solution? Drop us a line and we'll do our best to help!
Shipping Questions
Will my order have tracking?
All orders include tracking. You're responsible for monitoring your tracking information and being available to receive your package. We recommend shipping to an address where someone can accept delivery, as sugar flowers should not sit outside in extreme temperatures or inclement weather.
Do I need to ship the sugar flowers to me or my cake maker ?
Please ensure your shipping address is correct at checkout. We ship to the address provided in your order and cannot be responsible for packages delivered to incorrect addresses. If you need to update your address, contact us immediately—we can only make changes before the order ships. We are able to ship to residential addresses or commercial addresses, just make sure your wedding vendor knows to expect a package from us if you choose to send it directly to your baker or venue!
Do you offer express shipping?
Yes, you can find express shipping options at checkout. Please note that since I package all orders myself (with lots of love + soft padding for those delicate sugar flowers!), it may take up to 2 business days for your order to packaged. If you have a super rushed deadline, definitely drop up an email first to verify we can meet your deadline!
Do you offer free shipping?
During certain times, (like when celebrating my business’ 10th birthday!) free shipping is available. The best place to find these promotions is by signing up for my email list.
Do you ship internationally?
Yes! Currently this shop and my Etsy shop are the only two locations I’m able to offer international shipping right now, so I’m so excited to have a home base to send my international clients! This shop is powered by Shopify, so I use their features like currency conversion and shipping calculations. These are automated features and sometimes they don’t work 100%. I’m still the human running this shop, though!! If you run into any issues or need help with checkout, please reach out and I’m happy to assist! —Kelsie
How long does it take for my order to arrive?
Ready-to-ship items are in stock and ship within 1-2 business days of your order. Orders placed Friday through Sunday will begin processing the following Monday. All the sugar flowers are stored and shipped from in the same Tampa based studio that they are created in.
Items fulfilled by partner suppliers may have different processing times, which will be noted on the product page.
Domestic Orders (United States)
We ship via USPS, UPS, or FedEx with tracking for all domestic orders from our studio. Partner suppliers may use different carriers (USPS, UPS, or DHL). You'll receive tracking numbers via email as soon as each item ships so you can follow your flowers every step of the way.
International Orders
We're thrilled to ship our ready-to-ship sugar flowers worldwide! International orders are shipped via USPS International Priority or Express, FedEx, UPS, or DHL with full tracking. Delivery times vary by destination country.
What do I do if my flowers break during shipping?
While rare, shipping damage can happen. If your sugar flowers arrive damaged, please contact us within 48 hours of delivery with photos of the damage and the packaging. We'll work with you to make it right.
We'll assess the damage and either:
Provide repair instructions and resources to fix minor damage yourself
Send a replacement if the item is still in stock and the damage is severe enough to make the flowers unusable
Issue a full refund if the flowers are unusable and we no longer have the same or a comparable design in stock
Please note: We cannot offer replacements or refunds for damage that occurs outside of shipping, such as during storage, handling, or cake assembly. However, we're always happy to provide repair guidance to help you fix any issues.
Sugar Flower Questions
How long do sugar flowers last?
- When stored properly, sugar flowers can last indefinitely and make beautiful keepsakes.
Are sugar flowers edible?
- While these sugar flowers are made with edible materials, many customers choose to keep sugar flowers as decorative mementos.
- Sugar flowers contain inedible support structures including floral wire.
- Remove flowers prior to serving cake.
- Contains egg whites and not made in an allergen-free facility.
How do you put sugar flowers on the cake?
- For low maintenance cake placement, Add sugar flowers to your cake just before serving or display.
- For cakes stored in coolers, place the flower on the cake after removing from refrigerator to prevent condensation damage.
- Sugar Flowers can be safely left on fondant or buttercream cakes overnight only if they are stored in a low condensation/low humidity refrigerator.
- These sugar flowers have been tested on buttercream, fondant, and ganache iced cakes.
What do I do if my flowers break during shipping?
While rare, shipping damage can happen. If your sugar flowers arrive damaged, please contact us within 48 hours of delivery with photos of the damage and the packaging. We'll work with you to make it right.
We'll assess the damage and either:
Provide repair instructions and resources to fix minor damage yourself
Send a replacement if the item is still in stock and the damage is severe enough to make the flowers unusable
Issue a full refund if the flowers are unusable and we no longer have the same or a comparable design in stock
Please note: We cannot offer replacements or refunds for damage that occurs outside of shipping, such as during storage, handling, or cake assembly. However, we're always happy to provide repair guidance to help you fix any issues.
Returns and Refunds
What is your returns and refunds policy?
Please see our terms and shipping policies pages to see the full details of our returns and refunds policy
Do you offer refunds on digital items?
No we do not offer refunds on digital items.
What happens if my package is lost during delivery?
If tracking shows your package as lost or undelivered after 10 business days (domestic) or 20 business days (international), contact us immediately. We'll file a claim with the carrier and either send a replacement (if in stock) or issue a refund.
Are you able to send replacements for damaged flowers?
Unlike our custom orders where we can remake damaged pieces, ready-to-ship items are limited inventory. If your item arrives damaged and we no longer have that design in stock, we'll issue a refund rather than a replacement. We cannot guarantee replacements will be available.
About the Brand
Do you offer local pickup?
No pickup locations available however if you are local to Tampa, FL please reach out as we may be able to coordinate something!
Do you have retail store locations?
No, we don’t have any retail store locations. If you are in the Tampa, FL area and would like to arrange a pickup, please contact us first about availability!
Do you offer bulk or wholesale orders?
I do not offer wholesale or bulk pricing for my ready to ship sugar flowers. If you are a bakery or wedding vendor who is interested in purchasing a bulk or wholesale order, please inquire on my main website kelsiecakes.com or email us at kelsie@kelsiecakes.com with your request!
Do you have active discount codes or promotions?
Right now the best place to find discount codes is by opting in for my email newsletter! You can score 10% off your first (or next) order, and more goodies and promotions will be shared to the email list exclusively!
How can I contact customer service?
You can send us an email at kelsie@kelsiecakes.com, text us at 404-966-3515, or fill out the contact form on this website. During business hours, we’re also avaiable via the chat button at the bottom of your screen!