FAQ

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.

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.

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.

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

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.

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).

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.

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.

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!

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

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.

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. 

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.

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.

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.

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.

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!

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.

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.

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

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.

We unfortunately cannot ship to PO Boxes.

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.

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.

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

We do indeed! Click here for Air Fryer instructions.

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.

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.

Most of our unbaked pastries are best enjoyed within approximately 40 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.

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.

Now, Bake at Home provides a direct emailing option for e-gift cards. Simply complete the form on the gift card page and choose the date you want the gift card to be sent via email.

Our eGift cards do not have an expiration.

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.

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

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.

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!

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!

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.

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.

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!

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.

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.

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. 

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!

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.

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.

Only one discount code can be used per order.

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

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.

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!

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.

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.

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!

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.

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.

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 Guest Commitment Policy and we will assist you as soon as possible.