Frequently Asked Questions

Before contacting us, please review the frequently asked questions below. If you don’t find the information you’re looking for, feel free to reach out to us directly.

How do I place an order?

To place an order, visit our Menu page and select the appropriate order form. Please provide as much detail as possible so we can properly review your request.

You will receive a response via the email address provided on your order form, generally within 24 hours. If your order can be accommodated, we will provide an invoice and payment instructions.

Please note that an order is not considered confirmed until the required payment has been received.

Orders should be submitted and payment or the required deposit should be received at least 48–72 hours before your scheduled pickup or delivery. We do not accept payment upon pickup or delivery.

What forms of payment do you accept?

We currently accept:

• Cash
• Credit or debit card
• Venmo

For orders requiring a deposit, the remaining balance must be paid before pickup or delivery.

How far do you deliver?

We offer delivery within a 30-mile radius of Essington, Pennsylvania.

Delivery fees are based on distance:

• 0–5 miles: Free
• Beyond 5 miles: $1.00 per mile, up to 30 miles

If you are located outside our standard delivery area, we may also be able to arrange a pickup-in-between option. Depending on availability, we can meet you at a mutually convenient location approximately halfway between us. You would only be responsible for the applicable delivery fee to that meeting location. Please contact us to discuss availability for this option.

How does pickup work?

When completing your order form, you will be asked to select your preferred pickup date and time. Once your order is confirmed, you will receive a confirmation email containing your scheduled pickup window and pickup address.

Please make every effort to arrive within your scheduled pickup window, as the freshness and condition of certain products cannot be guaranteed beyond that time.

If you are running late or an unexpected situation arises, please contact us as soon as possible. We will do our best to accommodate you whenever possible.

In the event of an emergency, a pickup may be rescheduled subject to availability. However, we are unable to remake an order solely because it was not collected during the original pickup window. A new order may be required.

We truly appreciate your understanding, as every order is prepared specifically for you and requires dedicated preparation time and care.

POLICIES

Thank you for choosing Ke Ai Café! We are a small-batch bakery, and each order is prepared with care specifically for our customers. The following policies help us maintain the quality of our products and provide a smooth experience for everyone.

By placing an order with Ke Ai Café, you acknowledge that you have read and agreed to these policies.

Orders & Booking

• Orders should be placed at least 48–72 hours in advance.
• Orders are not confirmed until the required payment has been received.
• Rush and last-minute orders may be accepted at our discretion, depending on availability.
• A rush fee may apply to orders placed with less than the requested notice.
• Production will not begin until the required payment has been received.

Payments

• A 50% non-refundable deposit or full payment is required to secure your order date and time.
• If a deposit is paid, the remaining balance must be paid before pickup or delivery.
• We do not accept payment upon pickup or delivery.
• Production will not begin until the required payment has been received.

Cancellations, Refunds & Date Changes

• No refunds will be issued once production has begun.
• Cancellations made before production begins may be eligible for a partial refund. Deposits are non-refundable.
• Requests to change an order date are subject to availability and must be approved by Ke Ai Café.
• A date change is not guaranteed and may require an adjustment to the order depending on availability.

Custom Cakes & Designs

• All cakes and custom desserts are handcrafted and individually prepared.
• Inspiration photos are welcome; however, we do not create exact replicas of another baker’s work or copyrighted designs.
• Colors, decorations, proportions, and other design elements may vary slightly from reference images.
• Because each order is handcrafted, minor variations are a natural part of the creative process.
• By approving a design, you acknowledge and accept Ke Ai Café’s creative interpretation of the requested design.

Pickup & Delivery

• Delivery fees are calculated based on the delivery location.
• Once an order has been picked up or delivered and leaves our care, Ke Ai Café is not responsible for damage resulting from transportation, handling, improper placement, or exposure to heat.
• Customers are responsible for transporting desserts safely after pickup.
• Air conditioning is strongly recommended when transporting cakes and other temperature-sensitive desserts.
• Please keep desserts level, secure, and protected from excessive heat during transportation.

Cake Care & Storage

• Cakes should be refrigerated when not being served, unless otherwise specified in your care instructions.
• Appropriate storage and handling instructions will be provided with your order when applicable.
• Ke Ai Café is not responsible for damage resulting from improper storage, transportation, handling, or exposure to heat.
• Temperature-sensitive decorations and frostings may be affected by warm or humid conditions.

Allergies & Ingredients

• Customers are responsible for informing Ke Ai Café of any allergies or dietary restrictions before placing an order.
• Our kitchen handles common allergens, including nuts, eggs, dairy, and gluten.
• While we take reasonable precautions when preparing products, we cannot guarantee an allergen-free environment.
• Customers with severe allergies should contact us before ordering so that we can determine whether we can safely accommodate the request.

Complaints & Claims

We want every customer to have a positive experience with Ke Ai Café. If there is an issue with your order:

• Please contact us within 24 hours of pickup or delivery.
• Please provide clear photos of the product and describe the issue in as much detail as possible.
• Claims submitted after 24 hours may not be eligible for review or resolution.
• Personal taste preferences, including preferences regarding sweetness, flavor intensity, or texture, are not considered product defects and are not grounds for a refund.

We will review each legitimate concern individually and work with you toward an appropriate resolution when possible.

Acceptance of Policies

By submitting an order to Ke Ai Café and/or making a payment, you confirm that you have:

• Read and understood our ordering and payment policies;
• Reviewed our cancellation and refund policy;
• Reviewed our allergy and ingredient information; and
• Agreed to the policies outlined above.

If you have any questions about our policies or whether we can accommodate a particular request, please contact us before placing your order.

Contact Us

Question not answered? Fill out the form below. Please be as detailed as possible. We will get back to you as soon as we can.