QUESTIONS AND ANSWERS
What shipping methods do you use?
We recommend USPS (United States Postal Service). They provide "Priority" service with online tracking. Quoted delivery time is 3 to 5 business days. USPS is the least expensive way to ship Horton's cakes within the USA.
What is Priority Service?
It is an expedited delivery service within the USA offered by USPS. Please visit their site for details www.usps.com. It is Monday through Friday service, excluding holidays. You must use a street address or an address where someone is available to sign for your package. Please Note - Shippers will NOT deliver to P.O. Box addresses.
Is there guaranteed delivery service with online tracking for international orders?
We recommend USPS for reliable service at reasonable rates for international deliveries. PLEASE NOTE: USPS does not offer tracking details for international shipments. We are therefore unable to guarantee against delays or losses associated your order. Cakes shipped internationally via USPS are at your own risk!
How should I ship internationally?
You have 2 choices:
1. USPS with no guarantee against delays or loss
2. Fedex with guaranteed service and online tracking.
International deliveries with Fedex are at the request of the customer on a pre-paid basis using a credit card or FedEx account number.
Can you provide guaranteed delivery with online tracking for international orders?
Yes, we recommend Fedex for guaranteed international service.
Our flat rates to ship 1- 5 lbs. (2.27kg) with guaranteed delivery and online tracking are:
Canada- $50.00
Rest of the world- $150.00
Using a 5 pound flat rate you can ship (to the same address).
2 One Pound Cakes
1 Dozen 4 oz. "Baby Cakes"
1 Four Pound "Party Cake"
Should I use USPS or FEDEX for international orders?
That is a personal matter of choice. Our customers have reported reliable and cost efficient service via USPS Priority Service for international shipping with limited delays or delivery failure.
When shipping internationally to Canada and the rest of the world, Fedex provides online tracking as well as a guarantee against package loss. The Fedex rate is more expensive than USPS but the benefits may outweigh the cost. The choice is yours.
Do you ship to military addresses?
Yes, we ship to APO and FPO address via U.S. Postal Services (USPS). Choose the "A/FPO address" as the shipping method. More information.
How long do deliveries usually take?
Please allow 24 hours processing time before dispatch to the carrier takes place. Once in the hands of the shipper it may take 24 hours before tracking information is posted on their website. To check the status of your shipment, visit www.usps.com or www.fedex.com
Is Overnight Delivery Service available?
Overnight service is only offered for USA orders. Though we do not quote shipping rates for overnight service we will arrange for expedited service at your request. You will be required to provide a major credit card number or account number with FedEx or USPS.
Is my Package Insured?
Yes. Packages are insured by the shipper. Please check their website to answers specific questions www.usps.com or www.fedex.com
How can I track delivery of my package(s)?
We will email a tracking number once you have completed your order. Please allow us 24 hours to process the order before dispatch to the carrier. It may take 24 hours before tracking information is posted on the carrier's web site. To check the status of your delivery, please click on the appropriate link for Federal Express or USPS. If there is insufficient information listed on the carrier's website, click on Details for updates or contact your local representative. Orders can be tracked online at www.fedex.com or www.usps.com.
* International orders are shipped via the United States Postal Service (USPS) as they provide the most cost effective rates.
What if I think my order is late?
If you think your order is late, please remember:
Delivery occurs Monday through Friday only, excluding holidays. Payment authorization and verification must be received prior to processing your order. Orders placed after 11am EST are not processed until the next day. Once you have received your tracking number your package will be in transit and no longer under Horton's control. Please go online to determine the exact location of your package using your tracking details or contact the local representative of the shipping company with any additional questions.
Will you contact me if there is a problem with my payment?
If there's a question about your order, we will contact you by email or phone. Likewise, if you have a question or wish to make changes to your order, please contact us.
What if I need to send a large number of cakes?
We offer quantity discounts on orders of more than $500.00. We are unable to offer mixed or broken case lots. Orders consist of a full case.
Special orders may be accommodated on a last minute basis however it is highly suggested that large orders be placed a minimum of 45 days in advance. Special orders will be charged at the time the order is placed and not at the time of shipping. Payment for all special orders placed for delivery within 45 days is non-refundable.
How long will the cakes remain fresh and is refrigeration required?
Our cakes will last up to one year without refrigeration. Each cake has a freshness date stamped on the back. No refrigeration is necessary. Serve at room temperature or pop into the microwave for 10-20 seconds just to warm before serving.
Do you offer discounts for groups and corporate customers?
We welcome your business! Discounts will apply to orders greater than $500.00. Please submit your exact requirements and we will quote you a rate. Shipping will be arranged to the destination of your choice worldwide!
All special orders will be charged at the time the order is placed and not at the time of shipping. Special orders with delivery within 45 days are non-refundable. Please submit your exact requirements and we will quote you a rate. Our 1 lb. gift cakes and 4 lb. 'Party Size' cakes may be shipped individually, however our 4 oz. 'Baby Cakes' are shipped by the dozen or by the case of 48 (which is packed 4 dozen to the case). Contact us for details.
What if you are out of stock of the item I choose?
High demand and last minute orders pose the potential for an out of stock item. We will notify you via email in the unlikely event but proceed with processing the remainder of your order. You will be notified when the item is again available. Your credit card will only be charged for those items that are in stock and actually shipped.
What is your Cancellation Policy?
Horton's will honor the return of cakes for any reason within 7 days from the delivery date and when prepaid by the customer. Cancellation of phone, fax or internet orders specially arranged with Hortons Ltd. must be cancelled 45 days in advance of the intended delivery date. Special orders for delivery within 45 days are non-refundable.
