FAQ
Before you contact us, check if your question is answered here:
- How do I place an order?
- Click on our “Menu” tab and then click on the button on the page to fill out an order form. You should receive a response within 24 hours via the email you entered. You will receive an invoice and payment instructions. An order is not confirmed until a payment is made. All orders should be placed and payment made 48 hours prior to your planned pickup/delivery time. We do not do payment upon pickup/delivery.
- What forms of payment do you accept?
- We accept cash, credit/debit card, and Venmo.
- How far do you deliver?
- We deliver within a 30-mile range of our location in Essington, PA. The cost of delivery is based on distance – free within the first 5 miles and then 75 cents per mile up to 30 miles. If you are not within the range we have another option! Did you know that we do “pickup in-between”? We can meet you halfway if you’re located far, and you only need to pay the cost of delivery to the pickup location!
- How does pickup work?
- On the order form, you will be asked to select a pickup date and time, and you will receive confirmation email with your chosen pickup window and the pickup address. Please make every effort to arrive within your scheduled pickup time, as freshness cannot be guaranteed beyond that window. If something comes up or you’re running late, just reach out—we’re happy to accommodate whenever possible. Pickups may be rescheduled in an emergency; however, we are unable to remake orders unless a new order is placed. We truly appreciate your understanding, as each order requires dedicated time and care to prepare.
POLICIES
Thank you for choosing Ke Ai Café!
To ensure a smooth experience for both parties, please review the following policies before placing your order:
ORDERS & BOOKING
• All orders must be placed at least 48–72 hours in advance.
• Orders are only confirmed once payment is received.
• Rush or last-minute orders may incur an additional fee and are subject to availability.
PAYMENTS
• Full payment or a non-refundable deposit of 50% is required to secure your date & time.
• Any remaining balance must be paid before pickup or delivery.
• Production does not begin without payment.
CANCELLATIONS & REFUNDS
• No refunds are offered once production has started.
• Cancellations made before production may be eligible for a partial refund (deposit excluded).
• Date changes are subject to availability and approval.
DESIGN & CUSTOM CAKES
• All cakes are handcrafted. While inspiration photos are welcome, we do not do exact replicas.
• Minor variations in color, size, or decoration may occur.
• By approving your design, you acknowledge and accept our creative interpretation.
PICKUP & DELIVERY
• If delivery is selected, fees are calculated based on location.
• Once your order leaves our care, we are not responsible for damage caused by handling, transportation, or heat.
• Desserts should always be transported in air-conditioned vehicles.
CAKE CARE & STORAGE
• Cakes should be refrigerated when not in use. Proper care instructions will be included with your order.
• We are not responsible for damage due to improper storage or heat exposure.
ALLERGIES & INGREDIENTS
• The customer is responsible for notifying us of any allergies or dietary restrictions before placing an order.
• Our kitchen handles common allergens including nuts, eggs, dairy, and gluten.
COMPLAINTS & CLAIMS
• Any issues must be reported within 24 hours of pickup or delivery, along with clear photos.
• Taste preferences (sweetness, flavor, etc.) are not grounds for refunds.
ACCEPTANCE OF POLICY
By placing an order with Ke Ai Café, you confirm that you have read, understood, and agreed to these policies.
Contact Us
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Ke Ai Café 