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Order / Shipping 

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ORDERING

Though we are a small shop right now, we are committed to doing everything we can to accommodate your requests. Currently we ship once a week on Tuesdays.

Small orders may be placed through the website. Those placed by Thursday 1pm PST (Pacific Standard Time) will be shipped out the following Tuesday. Orders placed after Thursday 1pm will go out the week after.

Large orders (over 12 boxes) can be placed by contacting us by phone or email. We need advance notice of 2-3 weeks for your larger orders so we can arrange our schedule to accommodate your needs and deliver your order by the date you request.

Telephone orders left as messages, or orders sent by email, are not final until confirmed by Virtula Bakery™. If you don’t receive a confirmation within 24 hours, either by email or phone, please contact us again at orders@virtulabakery.com or (323) 919-5739. It’s very possible the cell phone transmission was faulty or the message was garbled and we couldn’t hear your phone number clearly. Cell phones, wonders that they are, are not perfect.

CANCELLATION POLICY:

Every Virtula is made to order. When you order a box of cookies, the first thing we do is fit your order into our baking schedule. Orders are given priority on a first-come, first-served basis. Then we purchase the ingredients and hire personnel to bake, package, and ship.

Every cancellation leaves us with a gap in our schedule. This is time that we can no longer fill with someone else's order. Consequently we lose both orders.

For your convenience, your card will not be charged for the first 24 hours after you place the order. If you need to cancel, please call us during that 24-hour period and there will be no charge to you. If you cancel after that 24-hour period our policies are as follows:

For small orders placed online – 12 boxes or less
We understand that plans change and will do what we can to assist you in making changes to your order delivery date. However, if you cancel your order after the 24-hour order period (once your card is charged) but 48 hours before shipment, there is a 50% cancellation fee of the total order, not including the shipping fee. You will be refunded 50% of your order and 100% of the shipping charge. If you cancel 48 hours before the ship date (anytime Sunday or Monday), there is a 100% cancellation fee of the total order. All cancellations must be handled directly with the bakery by phone.

For large orders – 12 boxes or more that require advance notice:
Large orders are a bit more involved, requiring both advance booking and scheduling to meet specified ship dates. Our policies will be explained at the time the order is placed by phone. 

 

SHIPPING 

We are located in Los Angeles and the shipping options we offer depend on the destination. We will continue to look for ways to reduce our shipping costs and pass the savings on to you.

SHIPPING OPTIONS:

  • USPS Priority Mail: This usually arrives in 1-3 days. There is no signature required upon delivery, and all Priority Mail orders can be tracked.
  • OnTrac: This is an overnight delivery service available for California, Nevada, and Arizona deliveries. This courier requires a signature upon delivery and will NOT leave an unattended package. If this is not possible for you, we suggest you opt for Priority Mail.
  • Local delivery service: Available to most parts of the Los Angeles area. Delivery rates are based on standard delivery time (a 5-hour window) up to 6pm. Please make sure someone is available to receive the delivery as packages will not be left unattended. If a delivery attempt is made and no one is available to receive the package, the second delivery attempt is not covered in the original order fee.  

The shipping method available in your area will be determined when you enter your ZIP code in the shipping calculator on the Shopping Cart page.

We ship to all 50 states, but because our items are perishable, we do not ship to APO, FPO, DPO, or PO boxes.

SINGLE AND MULTIPLE ADDRESS SHIPPING:

Our site allows you to ship to single and multiple addresses, and will determine the shipping cost depending on the checkout path you choose.

Multiple address shipping is streamlined. You can ship to multiple addresses and process all your orders in one transaction. In order to do so you'll be asked to register an account with us. This is just the nature of how our system is designed to allow you to assign the appropriate address to each to box.

NOTE: when checking out with multiple addresses, the shipping costs will be calculated according to each separate address you designate, and will not match the "Estimate Shipping" cost calculated on the Cart page. (The "Estimate Shipping" button is designed to calculate cost on a single ZIP code.)

 

OUR POLICIES

REFUNDS / RETURNS:

All our products are perishable and therefore all sales are final. Virtula Bakery™ does not accept returns, nor do we give refunds. We pack our Virtulas very carefully, but we can’t control how they are handled once they leave our kitchen.

We are not responsible for delivery problems related to weather, delivery delays caused by carrier, packages misplaced or incorrectly distributed by receiving departments (in businesses, apartments, condos, hotels, hospitals, etc.), or delayed or unclaimed orders due to incomplete or incorrect names or addresses. We can deliver only to the address you provide. 

If, however, your package arrives badly damaged, please contact us within 24 hours of receipt. Within those 24 hours you must email us photos of the following three: the shipping box, the Virtula Bakery box, and the entire contents sealed and intact (uneaten). 

SECURE ORDERING & PERSONAL INFORMATION:

Our website is PCI compliant. You can shop with confidence at Virtula Bakery™, knowing your purchases and personal information are protected by SSL encryption, the highest level of security. We never see or capture your credit card information. All other personal information (name and email) is never shared with third parties and remains confidential.

When you place an order, the processing center obtains your credit card data (we never see it) but does not process it for 24 hours (see our 24-hour cancellation policy). Although it may appear in your online credit card activity, this is actually a “hold”, and the charge is not final until the end of 24 hours.

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