Frequently Asked Questions
If you can't find your answer here, give us a call at 347-598-3452 or e-mail us at email@example.com
WHERE ARE YOU LOCATED?
[NEW YORK, NEW YORK]
Founded in 2001, we are based out of New York City with former retail locations in SoHo, Park Slope, and Bay Ridge. We restructured our business in 2014 as a custom order and catering bakery. By removing the retail side, we now have more time to focus on corporate orders, special occasion baking, and lifestyle foods. Orders placed for NYC are available for pick-up at our former Pop-Up location in Park Slope. Local delivery is also available on select days.
[BULLHEAD CITY, ARIZONA]
In 2015 we expanded out west and now service the local tri-state area which includes Laughlin, Las Vegas, and Henderson in Nevada, Mohave Valley, Lake Havasu, and Kingman in Arizona and parts of Southern California. Services include custom orders, catering, and in-home baking classes. Orders placed in BHC are available for pick-up from a private home (we bake under Arizona's Cottage Law). Local delivery is also available.
WHAT ARE YOUR BUSINESS HOURS?
You can reach us 7 days a week from 7AM-10PM (PST). Call 347-598-3452 for questions and price quotes. If we can't get to the phone, please leave a message and specify whether your question is for New York or Arizona. You can also send us an e-mail with your contact information, question/order details and we'll get back to you promptly. All pick-up, deliveries, and classes are scheduled, please remember we no longer offer retail store services.
DO YOU OFFER SAMPLES FOR CUSTOM DESIGNS?
If you plan on placing a large order for a wedding, special event, or corporate function and want to try a few flavors first, place a regular order for the items you are interested in (maximum 3 items). A credit in the same amount will be applied to your balance if you decide to proceed with the order. Order minimum is $700.
I HAVE FOOD ALLERGIES/INTOLERANCES, WILL IT BE SAFE TO CONSUME YOUR PRODUCTS?
Our bakery uses nuts, flour, eggs, and dairy. We are very strict about cleaning tools properly to avoid cross contamination. However, if you are severely allergic to an ingredient, we can not recommend the consumption of our products. Please make it known if you do place a custom order what ingredients you can not have.
ARE YOUR PRODUCTS CERTIFIED KOSHER OR ORGANIC?
Many of our ingredients are Kosher and Organic however the final product has not been certified.
PLACING AN ORDER
HOW DO I PLACE AN ORDER?
You may place an order through our website, via e-mail, or by phone. If there are any issues or questions with your order you will receive a phone call from us. We want to make sure you get exactly what you want. If we can't get to the phone, please leave a message as we're probably baking, at an event, or out on a delivery. Please make sure you leave your full name, contact number, and your question/order.
WHEN SHOULD I PLACE MY ORDER?
All orders should be placed at least 1 week in advance. We bake to order and need time to order or pick up ingredients, bake, and schedule a delivery person should you need it. If it is a rush order please call us for availability. Large orders, catering, or holiday orders require 2 week notice.
HOW DO I PAY FOR MY ORDER?
We accept all major credit cards, cash, and company check. We do not accept personal checks. You may make payment over the phone, in person or mail checks payable to: Ivy Bakery LLC. If paying by check please allow 3-5 business days for checks to clear before an order can be confirmed and scheduled. All orders are to be paid in advance and are non-refundable if canceled within 48 hours of scheduled delivery/pick-up time.
I NEED TO CANCEL MY ORDER, WHAT SHOULD I DO?
Call us immediately with any cancellations. All standard orders must be cancelled 48 hours before delivery/pick-up time for a full refund. No refunds for orders cancelled within 48 hours as we have purchased ingredients and have started prep/baking. All large orders over $250 are non-refundable if cancelled 1 week (7 days) before delivery/pick-up time.
DO YOU SELL COOKIES INDIVIDUALLY AND PIES BY THE SLICE OR ONLY WHOLE CUSTOM ORDERS?
All orders are sold in whole batches, cakes, pies, etc. We no longer offer retail/individual slices/pieces. However, if you are located near Bullhead City, Arizona, we do offer individual servings and mini batches at the local Farmers' Market. Market season is from Oct-Nov, and Feb-May. Visit our table on the first Saturday of the month from 9AM-1PM at Community Park.
WHAT'S ALL THIS CUSTOMIZATION ABOUT?
We specialize in custom baked goods and catering prepared from scratch in small batches using local and organic ingredients when possible. You may order off our menu or come to us with a customization request. Change the flavor, fillings, toppings, or create an entirely new flavor. We also accommodate special lifestyle needs such as gluten-free, dairy-free, vegan, and paleo.
DELIVERY & SHIPPING
WHEN WILL I RECEIVE MY ORDER?
You may request the day and time of your delivery or pick-up. For New York Orders please see the next question for our schedule. Place your order early to guarantee a preferred time slot. We will try to accommodate you as best as we can, however there is the chance that your requested day and time will not be available. We hand deliver our local orders, due to unforeseen delays such as traffic and weather, your order may be 30-45 minutes early OR late. Please schedule your orders accordingly. Orders that are shipped should arrive as scheduled, however we are not responsible for any delays caused by the delivery company. Please call UPS, USPS or FedEx with any questions regarding a delayed delivery.
WHERE DO YOU DELIVER?
We deliver in Manhattan (South Ferry to 110th St) and parts of Brooklyn, please call to confirm your area. Delivery hours are 8AM-6PM Mondays, Thursdays, Saturdays, and Sundays, we are available most holidays. Tuesday, Wednesday, and Friday orders are pick-up from Brooklyn only. If you need your order earlier or later, please give us a call to see if a delivery person will be available at that time. A $15 surcharge applies for off hour deliveries.
We delivery Monday-Sunday from 8AM-6PM and available most holidays. We deliver within Bullhead City and surrounding areas, please call to confirm. If delivery is not available you may also pick-up from our location. A $15 surcharge applies for off hour deliveries.
HOW MUCH WILL DELIVERY COST?
Effective January 1, 2016 deliveries will start at $30-New York, $10-Bullhead City, AZ and up depending on distance and the amount being delivered. Please ask for a price quote along with your order. Car service (in New York) will be mandatory for all large orders, catering, and or summer/winter months in which handling your order may need extra care due to weather conditions. Car service starts at $40 and up. We use a local car company, pricing is at their discretion and may change.
I LIVE OUTSIDE OF THE DELIVERY AREA, CAN I STILL PLACE AN ORDER?
Yes, you can still place an order. You may choose a convenient location within the delivery area where we will meet you. We can also give you a price for delivery outside of our area via car service.
CAN ANY OF YOUR PRODUCTS BE SHIPPED?
Yes, select items can be shipped (anything that doesn't need to be refrigerated and or not fragile.) Please call us to confirm that your item is okay for shipping. If you order through our website, it will state whether an item can be shipped or not. We ship anywhere in the Continental U.S. Shipping & Handling is based on the weight of your package and will be charged to your card after it has been shipped. We ship via UPS and recommend overnight service for freshness (Pricing can run from $50 and up for overnight). Ground shipping is available as well, depending on your location, delivery may take 3-5 business days. We can not guarantee freshness if you choose this option. (Pricing usually runs from $15-$30 for ground.)