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Policies & Procedures

Pick-up: Bake & Pick-up days are Monday, Wednesday & Friday's from 12pm-7pm. Availability calendar must be referenced before placing an order to make sure we can accommodate more orders. A minimum of 48 hours is required from the time you order to your desired pick-up time. There is no 48-hour guarantee, if your order is time sensitive, please contact us prior to ordering to ensure we are able to accommodate you. If you wish to place an order outside our regular hours or on an unavailable day, you must contact us prior to placing your order and we will do our best to accommodate. 

Changes: If you wish to change your pick-up date/time, you must contact us a minimum of 24 hours in advance. Changes are subject to schedule availability. If you have not contacted us in this time frame, or your order is not retrieved during your scheduled pick-up time, a $10 no-show fee will be added to your order and must be paid prior to rescheduling your pick-up. Any orders not retrieved within 3 days of original pick-up will be disposed of.

Please understand that items are made fresh to order, my availability is limited and multiple changes or no shows affect my ability to accommodate other customers. 

Holiday items & specials: Holiday pick-ups will be contactless. Pick-ups will be scheduled on a first come, first served basis and are scheduled in 15-minute time slots due to the high volume of orders during these times. If you can only accommodate a specific time or need an alternate day/time this must be arranged prior to placing your order. We will not guarantee that we will be able to accommodate you otherwise. There is no pick-up changes offered during peak holiday times (ex: Christmas, Thanksgiving, Mother's Day, etc.)

Regular Online Order Payment: If manual payment method for e-transfer is selected it must be sent at the time of placing your order. You will not receive a payment reminder. Your order is automatically cancelled after 12 hours if left unpaid. 

 

Custom Orders: Custom orders require a minimum notice of 14 days. If less than 14 days notice is given, your order may be subject to a $25 rush-order fee. If our schedule is open, we will happily accommodate you if you contact us.

 

Custom orders are to be paid by e-transfer only within 24 hours of receiving your invoice. If your order remains unpaid after 24 hours it is automatically cancelled and subject to a $10 re-invoicing fee. If you do not receive your invoice or confirmation, please check your junk folder.

Refunds & Order Cancellations: All order are FINAL once placed and paid. Refunds, order changes, cancellations and exchanges are not available. Please make sure you are ordering the correct item. 

Pricing: Prices are not negotiable & are subject to change. Food should be affordable - specialty ingredients are not always. Inflation is affecting prices and ingredients on a regular basis. Items may be discontinued for this reason or price increases may occur. Pricing is solely based on food cost + time + overheads. I work hard to find the best prices on ingredients to keep prices fair.

Cross-Contamination: We are a unregulated home-based gluten-free kitchen. There are no gluten products, ingredients, or foods in our home. We use almond flour predominantly in many of our recipes, our equipment regularly comes into contact with it and we cannot guarantee no cross contamination. We never use peanuts. Other nuts are used in our baking including, but not limited to: macadamia, walnut, pecan, hazelnut. Our equipment also comes in contact with soy, egg & dairy products. We sterilize our equipment before preparing orders with allergies to any of the above, but cannot guarantee no cross-contamination.

Nuez Loca is not responsible for orders placed without reviewing our calendar. If you schedule your order on a day we are not available or outside our regular hours without contacting us in advance, it will be made at the next available date. Refunds will not be given.

Nuez Loca is not responsible for orders picked up late or on an alternative day when already made. Please use coupon code policies2023 on your next order to receive 10% off. Your order is made fresh to order and we will not remake it due to your schedule changes. We will not refund or discount any orders.

Policies and procedures and included on online checkout and custom invoices. Nuez Loca is not responsible for customers not aware of our policies.

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