1. How do I contact you?

You can get in contact with us by email at shop@thecupcakefactory.com and we will be happy to answer all of your questions regarding your online shopping experience.

2. What are your customer service hours?

We are happy to assist you during our business hours of Monday through Friday, 9am - 5pm Pacific Time. Emails sent over the weekend will be answered in the order of receipt on Monday (there is no need to resend as we answer the oldest messages and emails first).

3. Why won’t my discount code work?

We are sorry for the inconvenience! There are a few things that could have caused this: While we do regularly give out discount codes through our email and social channels they may not always apply to all products.  Your discount code may have expired. Only one discount can be applied per order. Some discounts require a minimum purchase amount. Some discounts apply only to a specific product or exclude specific products.

4. What is your return & exchange policy?

We have a 30 day return and exchange policy.  If you are not satisfied with your purchase for any reason, we will make it right or refund your original purchase price (less the shipping and handling fees). No exchanges will be made after the 30 days from receipt. To be eligible for a return or exchange, items must be unworn and unwashed with the original tags attached. You are responsible for the shipping cost for all returns. No refunds will be given after 30 days from the time of your purchase.   If you need to return an item or request an exchange, please email shop@thecupcakefactory.com with your name and order number. Please ship your item(s) to the following address: ATTN: The Cupcake Factory 15182 Bolsa Chica Street #B Huntington Beach, CA 92649

5. Can I use your logo?

Unfortunately, we are very protective over our logo and imagery and we do not grant access to anyone to use them unless they are an authorized dealer or licensed partners and have received our written permission.

Merchandise Shipping Related Questions:

1. Why didn’t all of my items ship in one package?

We strive to ship all items in a single package, however, in limited instances some items may ship from another location.  If so, you will receive an email confirmation and tracking information for each packaged shipped.  There are no additional fees for a split ship order.

2. Do you ship internationally?

As of now we ship to a limited amount of countries internationally. 

3. How long will it take to get my order?

It depends on where you are. Orders with Standard Shipping can take up to 1-3 days to be fulfilled and then up to 3 additional business days to arrive. International deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

4. What shipping carriers do you use?

Our product fulfillment ships through USPS domestically and internationally.

5. How can I check my order status?

If you created an account on our site you will be able to see your order history and order information. If you checked out as a guest then you can check your emails for an order confirmation email.

6. How will I know if my order shipped?

When your order ships from our fulfillment center you will receive a shipping notification email that will include your tracking number inside. If you created an account then you can log in to your account and look at your recent orders for your tracking information.

7. What if my product arrived damaged?

We apologize for the inconvenience!  We are committed to packaging shipments in the best possible way to fully protect the continents, however, in a very small amount of instances items can be damaged while in transit.  In such cases, please email our customer support team and provide a photo of the damaged goods and we will be happy to make it right.  

8. Still have questions?

You can send our fantastic quality assurance team an email at shop@thecupcakefactory.com