FAQ

See answers to our most commonly asked questions below.

Top 5 Questions
1. When will I receive my tracking number?

You will receive your tracking information 1-2 nights before the requested delivery date. Sometimes this email ends up in a junk/spam folder.

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2. If I order today, when will my package arrive?/When should I place my order?

You get to select your date of arrival! When you place your order, you'll enter the zip code and a calendar will pop-up with the current available dates for your area.

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3. I need to edit/cancel my order!

We ship our orders 1-2 nights before their selected delivery date, and once a package has been marked as shipped, we are no longer to make edits to the order. To confirm, please email us at bakeathome@portosbakery.com as soon as possible.

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4. How do I store my pastries & how long do they last?

Please place your pastries in the freezer as soon as they arrive. Our unbaked pastries are best enjoyed within approximately 40 days as long as they are kept in the freezer. Please follow the use-by date label on your specific item. We cannot recommend consuming any pastries or cakes that are past the use-by date.

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5. What time will my order arrive?

Our shipping carriers can deliver a package any time between 8 AM - 8 PM and cannot specify a time of delivery. If ordering for a special event, we highly recommend placing the order to arrive a few days before the event since the pastries do not have to be baked right away. They can be stored in a freezer until the day of the event (up to approximately 40 days).

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Ordering

Where do you ship?

We ship our fresh-frozen, unbaked pastries to the 48 continental states and we also ship to Hawaii.  We do not currently ship out of the country.

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Can I place a pick up order for Bake at Home Products?

Our Bake at Home products are not available for pick up at any locations. All orders are shipped to your front door for you to bake and enjoy at home.

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Is there a minimum/maximum order? Can I just order one item?

We require a minimum of two items per order (a cake counts as 2 items). The maximum limit is six items per order.  If you need to order more than six items, please place multiple orders.

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Can I arrange for one order to be split and delivered to multiple addresses?

Unfortunately we cannot split an order. Each order must have its own shipping address.

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Can I mix and match my order?

We unfortunately cannot mix and match within each box of pastries. For example, we cannot pack six pieces of Potato Balls® and six pieces of Cheese Rolls® in one box.

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Can I add or remove an item from my order that I placed?

We unfortunately are unable to add or remove items from orders after they have been placed. We can instead swap an item in your order (for another of equal value), or we can cancel and refund your full order so that you may place another order with your desired selection of pastries. 

Please note that the second option may result in a later delivery date, as dates may reach capacity at any time. We can only make these changes to your order if it has not yet shipped (i.e. no tracking number created).

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Do you enclose a receipt with price in the package?

Our packages include a list of the contents in the order but do not include pricing information. The only place where you will see pricing is in your order confirmation email.

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How do I leave a gift message?

The gift message section can be found in your shopping cart while selecting your delivery date, above the subtotal. Be sure to include your name in the gift message if you would like the recipient to know who their gift is from. Please note there is a 77 character maximum.

We also advise notifying the recipient that a gift is on the way, as our items are perishable and need to be either baked or placed in the freezer once they are delivered.

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Where is my order confirmation email?

If you did not receive it shortly after placing your order, the confirmation email may have ended up in your spam folder, or there may have been a typo in the email address that was provided to us. Please let us know if you do not see your confirmation email and we can resend it to you!

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Payment

Do you accept PayPal or Apple Pay?

We unfortunately are not accepting PayPal or Apple Pay at this time.

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Why was I charged multiple times when I only placed one order?

Sometimes, additional pending charges will appear if there was a glitch processing your payment information. Please allow 3-5 business days for the pending charges to drop off from your account.

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Why was I charged a higher total than what was provided in my order confirmation?

Because some banks recognize Porto’s Bake at Home as a restaurant, your bank may automatically add up to an additional 20% to your pending charge in case gratuity was added.  Please note that we do not accept gratuity for Bake at Home orders and this pending charge will adjust itself to the correct charge after 3-5 business days. 

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Why is my payment information not going through?

There may be a few reasons why this is occurring. The billing address provided may be incorrect or the card you are using may not be compatible with our system. We unfortunately cannot accept cards issued outside of the US. Please wait 24 hours before trying to place your order again if you are having issues with the billing address.

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Shipping

How much is shipping?

Shipping fees vary depending on the size of the package and shipping location. You can see the shipping fee after entering your address on the checkout page and before entering your payment information.

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When will my order be delivered?

You can choose when you would like your order to be delivered! After entering your zip code in the shopping cart, a calendar with the current available delivery dates will appear prior to checking out. 

We highly recommend selecting a delivery date that is at least a few days before you are expecting to bake them; in case there are any unforeseen circumstances you will still be prepared.

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What days can you deliver?

We generally can deliver between Wednesdays - Saturdays. For most southern California addresses, we can also deliver on Tuesdays. For Hawaii addresses, we can only deliver between Wednesdays - Fridays. 

Enter your zip code during the checkout process to see all available dates for your address. Availability is subject to holiday exceptions and capacity cutoffs.

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How do you pack your pastries/cakes?

Pastries are packed unbaked and fresh-frozen in boxes (the number of pieces in each box vary from item to item and this information can be found on each item’s page). These boxes are then placed in an insulated cooler with perforated packs of dry ice.  Cakes/pies are fresh-frozen, packed individually in their own box and placed in an insulated cooler with dry ice. We include parchment paper and instruction cards in every order!

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Can you add extra boxes or instructions to my package?

Because our packages are packed optimally to ensure your items arrive safely, we unfortunately are not able to add any additional materials to our packages.

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When will I receive my tracking number?

Tracking numbers are emailed to you when your order ships. This could be two nights before your delivery date or the night before, depending on the location of your shipping address.

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Who do you ship with?

We partner with national shipping carriers to provide the best shipping service possible; currently, we are partnered with FedEx and GLS to ship our packages.

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Can I choose a delivery time/What time will my order arrive?

We unfortunately cannot specify a time of day for deliveries. 

Please note that deliveries may arrive as late as 8 PM on the scheduled delivery date, as this is the normal commitment time for our shipping partners.

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Can you ship to PO Boxes?

We unfortunately cannot ship to PO Boxes.

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Can you ship to a FedEx office?

Yes, but we can only ship to FedEx offices that allow “dangerous goods” (due to dry ice in the package) as some locations are not allowed to accept packages containing dry ice. Please confirm that your location allows this before placing your order.  We are not responsible for any delivery delays due to a location not being able to accept our packages.

When entering the shipping address for a FedEx office, please input the name of the recipient who will be picking up the package and the direct address of the FedEx office.

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How do I provide a gate code or access information if I live in an apartment?

Please input this information in the “Company” field when entering your shipping address during checkout, so that this information will appear on the shipping label. Please note there is a 50 character limit. It is not guaranteed that our shipping partner will follow the instructions, but we have seen that it tends to help in ensuring a successful delivery.

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Baking and Storage

Do I need to thaw my pastries before baking them?

Most of our items do not require thawing and should be baked straight from the freezer. Some items may have special thawing or proofing instructions before baking. Items that have special instructions will be noted on the item’s page on our website as well as the instruction card provided.

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How do I care/store for my pastries/cakes?

Once your package arrives, either bake the pastries/pies immediately or place them in the freezer immediately. Cakes can either be placed in the fridge to begin thawing, or can be placed in the freezer for 3-5 days of storage.

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How long can my pastries/cakes be enjoyed for?

Our unbaked pastries are best enjoyed within approximately 30 days if kept in the freezer. Cakes are best enjoyed within approximately 3-5 days if kept in the freezer. Please follow the use-by date label on your specific item. We cannot recommend consuming any pastries or cakes that are past the use-by date.

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Where can I find baking instructions?

We include baking instruction cards in every package, but if you would like to see them, click here!

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eGift Card

Can Bake at Home eGift cards be used at a bakery?

Our eGift cards can only be used for Bake at Home orders. Likewise, physical gift cards purchased at a bakery cannot be used for Bake at Home orders.

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How do I email a Bake at Home eGift card to its recipient?

At this time, Bake at Home eGift cards can only be emailed to the person placing the order. Once you receive it, you can forward the eGift card to the intended recipient.

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Do Bake at Home eGift cards expire?

Our eGift cards do not have an expiration.

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How do I use a Bake at Home eGift card?

Please enter the full eGift card code into the “Gift card or discount code” field during check out and then click “Apply”. Your total will immediately be adjusted.

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How do I check my Bake at Home eGift card balance?

Please email us your eGift card code at bakeathome@portosbakery.com and we will help you check your balance!

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Rewards/Referrals

How do I earn points?

You can earn some free points by following us on our social media pages after creating your account (please sign in and open your rewards account to see how to do this). After that, you will earn 1 or more points per dollar on every Bake at Home order you place excluding shipping fees. When placing orders, make sure to use the same email address you used to create your account.

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Can I get points on orders I placed before creating a rewards account?

We unfortunately cannot provide points for orders that were placed prior to your rewards account being created. You will earn points on any orders placed after creating a rewards account!

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What can I use reward points for?

Reward points can be redeemed for discount codes that can be used on future orders. Please create and/or sign in to your rewards account to see our available rewards. The rewards icon (heart) is at the top right corner of our website!

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How do I redeem my points?

Please sign into your account and click on the top right-hand corner of our website "Rewards" tab. From there, you can see how many points you have earned with instructions on how to redeem them. You must accumulate a certain number of points to redeem each type of reward.

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How do referrals work?

You can send your personalized referral link to friends or family so they can receive a discount of $10 off their first order with us! For every first order that your friends or family place, you will in turn receive your own $10 discount code.

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Where can I find my referral link?

Please create and/or sign in to your account and click on the "Rewards" section at the top right-hand corner of our website to find your referral link!

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Why didn’t I receive a $10 discount code for referring a friend/family?

There are a few reasons why you may not have received your discount code:

        a.  The friend/family you referred has placed previous orders with us before; the discount code will only apply for first orders.

        b.  The name on their order or email address matches your own name or email address. Our system automatically flags issues like these to prevent one person from obtaining multiples of the same discount code (i.e., referring themselves).

        c.  The friend/family did place their first order, but they used a different discount code instead of the one you provided them through your referral link.

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What happened to my previous points (PortosPoints)?

If you were already a member of our previous loyalty program your total points have been calculated and transferred over. We wanted to provide our guests with more ways to earn points. In order to match our program’s current ways to earn points your points were calculated as followed: 

Previously, you were earning 4 points for every dollar and redeeming a reward required at minimum 500+ points. With our new program you can begin redeeming starting at 100+ points with many ways to earn.

In order to get the same value we have divided your Portos points by 4 to be an equivalent value to our current earning system.

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What has changed in the new loyalty program?

Welcome to The Baking Club! We have added exciting ways to earn points! Whether you’d like a free dozen or $5 off, the choice is yours!

We've also added Tier levels! Depending on the tier you're in, you'll earn 1 point for each dollar spent or more. As an example, once you enter the Baking Sweet Memories tier each dollar spent will earn you 1.25 points! We also have double point days where you can earn up to 2 points per dollar for Tradition at the Table members. Points are awarded on the subtotal of the order. (excluded shipping & taxes)

You must redeem and act fast, points expire after 12 months of inactivity. 

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How do your tiers work?

We have three tiers: Just a Taste, Baking Sweet Memories, and Tradition at the Table.

When you sign up for our program, you're automatically in the ‘Just a Taste’ tier just for signing up! Starting that date you'll start accruing points and will have 1 year (365 days) to reach the next tier. Once you reach a new tier, you'll have 1 full year (365 days) for those benefits!

Our tiers are based on the amount of money spent:
a. Just a Taste: $0 - $99 (active enrollment is required to receive benefits)
b. Baking Sweet Memories: $100-$249
c. Tradition at the Table: $250+

Each new tier has new benefits to unlock!

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Discount Codes

Please note that any discount codes found outside of our website or our emails are not valid.

Where do I input my discount code?

Please enter your discount code in the “Gift card or discount code” field during check out and then click “Apply”. Your discount will be applied and your total will be immediately adjusted.

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Why is my discount code not working?

There may be a few reasons why your code is not working:

        a.  There may be a typo in the discount code; please double check your code and try again.

        b.  The discount code may have already been previously used. Discount codes can only be used once.

        c.  The discount code may have expired.

        d.  If you accidentally received a discount code to use on your first order with us, but you have already placed an order before, this discount code is no longer valid.

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Can I use multiple discount codes on the same order?

Only one discount code can be used per order.

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Corporate Orders

Porto’s Bake at Home corporate orders are great for companies who want to easily send delicious gifts to their team, wherever they are! We ship to all 48 continental states and Hawaii. Visit our Concierge page for more details and to download an order form!

Once you have uploaded your order form, please allow us up to 48 hours to process your order and to reach out to you to confirm details.

Why do I keep seeing an error message when I try to upload my order form?

This can happen if there is an error in one of the inputs on your order form. The error message will indicate the location of the error. Some common errors include:

        a.  Missing contact or organization information.

        b.  An incorrect state abbreviation or missing capitalization of state abbreviation

        c.  Issues with incorrect addresses, apartment numbers or zip codes

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Are there any discounts or special promos if I am placing a large order?

We provide special promo eGift cards that can be used on any future Bake at Home orders if you place a large order with us. You will receive an eGift card with a value of 5% of your total order value if you place 15-49 orders, or an eGift card with a value of 10% of your total order value if you place 50+ orders.

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Can I earn reward points for placing a corporate order?

We very much appreciate you choosing us to be the gift you send to your employees! Since we provide a special promo eGift card for placing large orders, we do not provide reward points.

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Miscellaneous

Do you have an ingredients list?

A list of ingredients are provided on each box of pastries you receive. If you have any questions about a particular ingredient or allergen prior to placing an order, please email us at bakeathome@portosbakery.com with any questions and we will be more than happy to assist you!

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I’m looking for an item that I previously saw on your menu, but I no longer see it.

Some of your favorite items may be seasonal or only available for a limited time.

Please follow Porto’s Bake at Home on social media and/or sign up for our emails to stay up to date with these seasonal and limited time favorites. We will post when they become available.

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How do I dispose of any leftover dry ice still in my package?

Please take caution when handling the dry ice bags; DO NOT touch the dry ice directly. You will need to leave the bags open outside for the dry ice to fully sublimate/disappear, then dispose of the bags afterwards.

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How do I cancel an order?

Cancellation requests require notice of 72 hours prior to selected delivery date. Exceptions may apply so please email us at bakeathome@portosbakery.com as soon as possible!

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Delivery Questions

Why was my package not delivered to my front door?

Our shipping partners may deliver your package to a mailroom or front office if you live in a residential community. They may also limit their contact with some surfaces for safety reasons due to the current circumstances and may deliver your package at a gate or garage. It’s best to keep an eye on your tracking information to know when your package is delivered. 

We are not responsible for the quality or condition of any packages that are delayed due to the package not being safely stored in time after it has been delivered.

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Why did my order get delayed?

Unfortunately, our shipping partners may have run into an issue while trying to deliver your order and are now unable to deliver on time. Please connect with us at bakeathome@portosbakery.com and click here to see our customer commitment policy and we will assist you as soon as possible.

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What do I do if there is an issue with my delivered package?

We apologize for any issues you are experiencing and would like the opportunity to make it right! Please connect with us at bakeathome@portosbakery.com and click here to see our customer commitment policy and we will assist you as soon as possible.

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Still Need Help?
We're happy to answer any question to make sure your experience with Porto's is nothing short of amazing. Simply live chat or contact us and we'll help you out.
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