Policies

Pre-Order Policy

We require at least 3 days advanced notice for all pre-orders, subject to availability. Please understand that we can become fully booked (especially on weekends). Inquiring to order within the 3 day window does not guarantee availability if we are already fully booked. 

Booking in Advance

During busy periods (weekends, holidays, peak seasons), we strongly recommend placing your order 1-2 weeks in advance, as dates often fill up quickly.

Availability is limited and offered on a first-come, first-served basis.

For customized cake designs, we recommend inquiring at least 2 weeks in advance. Submitting an inquiry does not guarantee availability until confirmed by our team.
Please email us at admin@levelvbakery.com

How to Check Availability

To check if a date is available:

  1. Add the item into your shopping cart
  2. Go to checkout and select "pick up" or "delivery"
  3. If a date is blacked out or unable to select, that means we are already fully booked for that day and cannot accept additional orders.

Thank you for your interest. The availability shown online is final and reflects our daily production capacity. If a date is unavailable, we unfortunately cannot make exceptions. We have a production capacity and this allows us to maintain product quality and meet committments for orders already booked. 

Delivery Policy

We offer delivery to Vancouver, Richmond, North Vancouver, and Burnaby. It is $20 flat rate fee. We only deliver Saturdays and Sundays between 9:30am to 12:30pm. This time windows allows our driver to complete multiple deliveries efficiently and safely. We are unable to guarantee an exact delivery time due to the driver's schedule and various traffic delays. However, if you require a specific time, please include your request at checkout or email us in advance, and we will try our best to accomodate. 

Customers are responsibile for providing accurate delivery address, phone number, contact information, and ensuring someone is available to receive the order at the time of delivery. If no one is available at the time of delivery, the driver may leave the order at the door or with the concierge where available. Once delivered, Level V Bakery is not responsible for orders that are lost, stolen, or missing. If the driver is unable to complete the delivery (such as incorrect address or someone is not available to receive the order), additional fees may apply for redelivery. 

Responsibility for the order is transfered to the customer once the order has been delivered. Level V Bakery is not held responsible for any damage or quality issues caused by weather, temperature, or handling after delivery. 

Refund Policy

If there is an issue with your order, you must notify us within 24 hours of pick up or delivery by email (admin@levelvbakery.com) or phone (604-558-3232). Issues brought to our attention after 24 hours may not be applicable for review.

Please include your order number, a clear description of the issue, and photos (if applicable).

Minor defects or errors may include, but are not limited to:

  • Small decoration and design imperfections
  • Slight colour variations
  • Incorrect spelling or minor writing inconsistencies

In these cases, we may offer a partial refund or store credit, at our discretion, based on the severity of the issue. The product does not need to be returned for minor defects. Alternatively, if the customer prefers, they may bring the product back to the bakery, and we will be happy to correct the issue immediately. 

Major defects may include, but are not limited to:

  • Incorrect flavour or size
  • Significant design errors
  • Incorrect product type
  • Missing products from your order

If we determine that a major error occured on our end, the customer may be eligible for a full refund.

To quality for a full refund, the product must be returned to the bakery (not eaten or partially eaten is okay) within 48 hours and the defect will be investigated by our team. Once the defect has been verified, refunds will be issued to the customer by 48 hours. Full refunds will not be issued without verification or return of the product. If the product is not returned, a full refund cannot be issued, and only a partial refund or store credit may be provided.

 Refunds or store credits are not eligible for:

  • Ordered prepared exactly as selected at checkout or as per confirmation email
  • Misunderstandings due to incorrect selections made by the customer
  • Verbal requests or changes or special requests made by the customer that were not sent to our team in writing by email
  • Special requests made by the customer but were never confirmed by our team in writing by email

Customers are responsible for reviewing their order details in the confirmation email. 

Cancellation Policy

Cancellations must be requested by email only and must be received 48 hours prior to the selected pick up or delivery date in order to receive a full refund.

If a cancellation is received less than 48 hours, a partial refund or no refund may be issued. This is due to the fact that production may have already begun, ingredients may have been prepared, and staff time allocated for the other. Customers will receive an acknowledgement of their cancellation request by email and refund will be issued within 24 hours. 

Allergen Policy

We handle our products with care and try to eliminate all possibility of cross-contamination when you select gluten, soy, nut and peanut free. However we do use shared space and equipment with products containing gluten, soy, nuts and peanuts and so there is always a risk and cannot guarantee 100% cross-contamination free. 

If you have a question, please visit the FAQ page to see if your question has been answered already.

- Monica