Store Policies
Delivery . Order Changes
Neighborhood Delivery
Ember & Whisk proudly operates as a licensed California Class B Cottage Food Operation based in San Lorenzo, California. As a family-owned, small-batch bakery, we intentionally focus our delivery service on the communities we proudly call home.
Our neighborhood is where our story began, and serving it exceptionally remains our first priority.
By focusing on the communities closest to us, we’re able to provide exceptional quality, dependable service, and the freshness our customers expect from every handcrafted order. It also allows us to invest our time where it matters most—building lasting relationships, supporting local businesses, and growing our mission of Hope In Every Bite.
The table below shows the Delivery Area, Delivery Fee, and Order Minimum.
Delivery Zone
Delivery Fee
Order Minimum
Neighborhood Delivery
$6
$50
Expanded Delivery by Request
Custom Quote
Varies
Communities Served
- Neighborhood Delivery: San Lorenzo, Hayward, San Leandro, Castro Valley, Ashland, Cherryland, Fairview, and nearby communities
- Expanded Delivery by Request: Surrounding East Bay communities
Expanded Delivery by Request
While our primary focus is serving our neighborhood, we may accommodate deliveries to surrounding East Bay communities by request.
Expanded delivery is ideal for:
- Larger residential orders
- Corporate offices and employee appreciation events
- Schools and youth organizations
- Healthcare organizations
- Nonprofit and community partners
- Fundraisers
- Retail and wholesale accounts
- Private celebrations and special events
Because every order is handcrafted and baked fresh in small batches, expanded deliveries are scheduled based on production capacity, destination, travel time, and delivery logistics. Delivery fees and minimum order requirements are determined based on the size of the order, location, and scheduling needs.
If your location falls outside our Neighborhood Delivery area, we’d be happy to discuss the best delivery option for your order.
Freshly baked. Carefully delivered. Always made with Hope In Every Bite.
Pickup
Pickup is available by scheduled appointment.
Customers will receive pickup instructions and a pickup window when their order is confirmed.
If you’re running behind, simply let us know and we’ll do our best to accommodate you.
How Ordering Works
Available Inventory
Our website features cookies that are currently available or scheduled for our next baking cycle.
Because every batch is handcrafted in limited quantities, inventory may change throughout the week and featured flavors may sell out before the next scheduled bake.
Orders are processed in the order they are received.
Pre-Orders
Many of our specialty and seasonal cookies are available for preorder.
Pre-ordering allows us to reserve your cookies from an upcoming bake and helps ensure availability for holidays, special occasions, corporate gifts, and community events.
Because our cookies are handcrafted in limited quantities, preordering is recommended whenever possible.
Minimum Order
To support efficient small-batch production while ensuring every order receives the attention it deserves, online orders require a $50 minimum subtotal before applicable taxes, delivery fees, or third-party courier charges.
Payment
Payment is required before production begins unless alternate arrangements have been approved in advance.
Approved wholesale partners and business accounts may qualify for alternative payment terms.
Order Changes
Need to make a change?
Please contact us as soon as possible.
We’ll gladly do our best to accommodate changes before production or packaging begins. Once an order has entered production, changes may no longer be possible.
Order Cancellations
Because every Ember & Whisk cookie is handcrafted in small batches, our cancellation policy varies depending on the type of order.
Available Inventory
Orders may be canceled at any time before they have been packaged or dispatched for pickup or delivery.
Pre-Orders
Pre-orders canceled 24 hours or more before the scheduled pickup or delivery date are eligible for a full refund.
Orders canceled within 24 hours of the scheduled pickup or delivery date are generally non-refundable, as ingredients, production time, and packaging may already have been committed specifically to your order.
If an unexpected circumstance arises, please contact us as soon as possible. While refunds cannot always be guaranteed, we’ll do our best to work with you whenever circumstances allow.
Returns & Customer Satisfaction
Because our cookies are perishable food products, we cannot accept returns.
If there is an issue with your order, please contact us within 24 hours of pickup or delivery. We’ll review the situation promptly and work with you to make it right whenever possible.
Your satisfaction is important to us, and we’re committed to providing an exceptional experience from your first order to your last bite.
Questions?
If you have questions about ordering, delivery, freshness, allergens, or any of our policies, we’re always happy to help.
Thank you for choosing Ember & Whisk.
Handcrafted with premium ingredients. Shared with purpose.
Hope In Every Bite.