Shipping policy

Shipping & Delivery Policy

At The Gentle Crumb, we take great care in preparing and packaging your order so it arrives in the best possible condition. Please review the shipping and delivery information below before placing your order.

Overnight Shipping Across Ontario

We offer UPS overnight shipping throughout Ontario on eligible products.

Shipping is a flat rate of $15 plus applicable taxes.

Not all products are eligible for shipping. Products that cannot be safely shipped, including cupcakes and certain other items, will be identified on our website and will not be available for UPS shipping at checkout.

Orders containing frozen or refrigerated products are packed in insulated packaging with ice packs when required.

Processing & Shipping Days

UPS orders are processed and shipped on business days only.

Orders are prepared for shipment based on product availability, production schedules and carrier pickup times. The available shipping or delivery options will be displayed during checkout.

Orders placed on weekends, holidays or after the applicable processing cut-off will be processed on the next available business day.

Estimated Delivery Time

Eligible orders are shipped using UPS overnight service and are expected to arrive on the next UPS business day after they are shipped.

Please note that the delivery time begins when your order is picked up by UPS, not when the order is placed.

Although we use an overnight shipping service, carrier delays can occasionally occur due to weather, service interruptions, holidays, high shipping volumes or other circumstances outside of our control. For this reason, next-business-day arrival cannot be guaranteed.

Tracking information will be provided when available so you can follow the progress of your shipment.

Receiving Your Order

Please ensure that someone is available to receive your shipment whenever possible, particularly when your order contains frozen or refrigerated products.

Once your package has been delivered by the carrier, The Gentle Crumb cannot be responsible for packages left unattended, exposed to weather or temperature conditions, or not brought inside promptly.

Upon delivery, please:

• Bring your package inside as soon as possible.
• Open and inspect your order promptly.
• Refrigerate or freeze products as required.

Ice packs may be partially or completely thawed upon arrival. They are intended to help maintain appropriate temperatures during overnight transit and are not intended to remain frozen indefinitely.

Shipping Delays

Once an order has been picked up by UPS, carrier transportation and delivery are outside of our direct control.

If your shipment is delayed, please refer to the tracking information provided by UPS. If there is an issue with your order when it arrives, please contact The Gentle Crumb as soon as possible so we can review the situation with you.

Damaged or Incorrect Orders

We take considerable care when packing orders for shipment. If an item arrives damaged, opened, incorrect or otherwise not as expected, please contact us promptly.

Please include your order number and photographs of the shipping box, packaging and affected products whenever possible. This information helps us determine what happened and address the issue appropriately.

Please do not consume any product if its packaging has opened during transit or if you have concerns about its condition.

Local Delivery — Simcoe County

We also offer same-day local delivery within eligible areas of Simcoe County.

Orders must be placed by 12:00 noon to qualify for same-day delivery. Most same-day orders are delivered by approximately 6:00 p.m.

A minimum order of $30 before applicable taxes is required for local delivery. Local delivery is free on qualifying orders of $100 or more before applicable taxes.

Delivery availability and any applicable delivery charge will be calculated or displayed at checkout based on the delivery address.

In-Store Pickup

In-store pickup is available during our regular business hours.

Please double-check your selected pickup date before completing checkout.

Cakes, cupcakes and certain other products are provided frozen for freshness and may require approximately 2–3 hours to thaw before serving.

Orders not collected on their scheduled pickup date will be held frozen or refrigerated where appropriate. If you need to change your pickup date, please contact us as soon as possible. Changes are subject to availability.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping or delivery address, including the correct street number, unit or apartment number and postal code.

Please review your address carefully before completing checkout. Incorrect or incomplete addresses may result in carrier delays or additional charges.

Questions About Shipping

If you have questions about whether a product can be shipped or about an existing order, please contact The Gentle Crumb before placing your order or as soon as possible after an issue arises.