Customer Commitment Policy

Last updated: June 7, 2021

We are always striving to provide the best experience!  However, sometimes unforeseen circumstances occur and mistakes are occasionally made.  We work hard to provide the best service we can possibly provide when these things happen, and we are grateful for your patience.  Please let us know if you experience any of the following issues, so that we may assist you as soon as we can!

We are happy to provide a full replacement package at no additional charge, or a full credit (for use on Bake at Home orders only), for the following situation:

  1. Delivery delays: unfortunately, our shipping partners sometimes encounter delays while delivering our packages if there are any issues like weather that may prevent them from delivering on time. If your order has not arrived by 8 PM on the scheduled delivery date, please let us know!

We are happy to provide a partial replacement or partial credit (for use on Bake at Home orders only) for the following situations:

  1. Incorrect or missing items: we sincerely apologize for any incorrect or missing items in your order and we greatly appreciate it if you can let us know!
  2. Damaged items: we sincerely apologize if any of your items were damaged during transit; please do let us know if this happens!

If you experience any other delivery issues that may have affected your items, please email us at bakeathome@portosbakery.com and we would be happy to assist you!

Please note that we are not responsible for the quality or condition of any packages that are delayed due to an incorrect address, a change in address while the package is in transit, or if the package was not safely stored in time after it has been delivered.  We highly recommend keeping an eye on your tracking information to know when your package has been delivered.

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If ordering for a special event, we recommend selecting a delivery date a minimum of two days prior to the event. FedEx normally delivers between 8 AM-8 PM on your selected date.

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