FAQ's

Shipping Rules + Policies

We take enormous pride in every product we offer and strive to deliver them in the best possible condition on the requested delivery date. While there are many things we do to mitigate the risk of shipping fresh and frozen food around the country, there are unfortunately some things outside of our control like the weather and transit delays once the package is in the hands of FedEx, UPS or USPS. As such, the shipping guidelines published on this website are not guarantees of a shipping or arrival date.

Planet Bake is unable to guarantee time of delivery, as this is all subject to the local carrier. Most carriers will deliver packages anytime between 8am-8pm. If you are placing an order for a time-sensitive event, we recommend placing your order early and scheduling it to arrive 2+ days before your event. A majority of our products can be frozen or refrigerated upon arrival to preserve freshness. In anticipation of high package volumes (especially during holidays) or other uncontrollable events, we may have your order ship early to ensure that it arrives in good condition. Planet Bake reserves the right to schedule the arrival of your order earlier or later than estimated to prevent delays, based on operational conditions. 

Planet Bake is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control.

We do not require a signature for the delivery.

Customers are responsible for checking that all shipping information is correct before submitting an order as well as in their order confirmation email. If you need to modify the delivery address once your order has shipped, a $19 address change processing fee will apply to your order. Once an address modification is requested, carriers require one business day to process the change, which may delay the package. Planet Bake is not responsible for delays in transit caused by address modification.There are no returns, refunds or cancellations allowed on any orders that have shipped. All packages are shipped via UPS, USPS or FedEx and therefore we cannot ship to P.O. Box addresses. 

Can I walk in and pick up donuts at Planet Bake's location?

The answer is: NO. But we offer same day delivery in Manhattan. Please plan accordingly.

Purchase our donuts on the go at local grocery stores. Go to the FIND US page to see all locations.

 

Does Planet Bake ship outside of the U.S.? 

The answer is: NO, only inside the USA + Hawaii, Puerto Rico, Virgin Islands, American Samoa, Guam, Northern Mariana Islands.

 

Where does my order ship from?

New York State, New York City.

 

How far in advance should I place my order and schedule for delivery?

Planet Bake needs 24 hours to process an order. All orders received in one day will typically be shipped the next day and leave with our carriers around 5pm in the afternoon. If any donut flavor is currently out of stock that can delay your package. Transit time is anywhere from 1-4 business days depending on your region of destination. We highly recommend ordering your items in advance, especially during times of high demand like the holidays.

During Regular Times (not holidays):

Shipping within New York State 1-2 business days

Shipping from New York to the Mid West 2-3 business days

Shipping from New York to the West Coast 3-4 business days

We are offering Next Day Air with UPS. UPS Next Day Air®: Guaranteed delivery by 12:00 noon or 1:30 p.m, respectively, based on destination. This does not include Saturday deliveries, as Saturday deliveries require a special treatment which we do not offer at this time. Your order will leave Thursday to arrive Friday or the following Monday.

 

How is my food packed and shipped?

Our donuts are individually wrapped and sealed in plastic bags to keep them safe during transit. In hot climates we also include ice blocks to keep the donuts cooled. The donuts are placed inside a shipping box. 

Do I have to be home to sign for the package when it's delivered?

The answer is : NO. 

I need my package delivered by a specific time, how can I arrange this?

Once your package is in the shipping carrier's hands we have no control over the time they will deliver it. But, the good news is that both FedEx and UPS give you the ability to schedule your delivery times for all of your residential packages! If you know that you are not going to be home and are worried about them not leaving your package at your door, we strongly encourage you to schedule your delivery window directly with UPS. Their Delivery Manager platforms are flexible and allow you to schedule the delivery of your package within a short time-frame to ensure you will never miss a package at your home again.Once you receive your tracking email from us letting you know that your package has shipped, go to one of the below links to schedule a delivery time or a pick-up location/time that works for you: Packages Shipped Via UPS: Sign up for UPS MY CHOICE

My order arrived thawed or warmer than expected

Many of our items are shelf stable and don’t require refrigeration, although they can be refrigerated upon arrival to extend the freshness of the product. In most cases, it is normal for our frozen products to partially or fully thaw in transit. If you want your order to arrive fast and safe to preserve it please select overnight shipping for an additional charge of $25 to get to you overnight. This does not include the processing time to get your order out the door. 

I sent my order as a gift and the recipient was not available or didn’t open the package in time

Customers are responsible for notifying the recipients that a perishable item is on the way, and for confirming that they are available to receive a package. You have the option to notify them by by opting in to shipping email notifications at checkout, and providing the recipient's phone number for delivery questions. Planet Bake is not responsible for packages reported damaged due to a delay in opening and properly storing the package’s contents upon delivery.

 

I received my package as a gift and it arrived damaged or incorrect

We're so sorry for the trouble with your gift! We're here to help. Please contact our Customer Support team at contact@planet-bake.com. Please share photos that include:

  • A photo of the area of concern

  • Two full shots of the product (from the side and overhead)

  • A shot of the packaging/box

We will work to resolve the situation quickly. For security reasons, we will contact the purchaser to notify them of the issue.

 

What is your Return Policy?

All items are final sale. If an item arrives damaged or spoiled, our Customer Support team will work with you to determine an appropriate solution. 

 

What are Planet Bale's email support hours of operation?

Our email customer support hours are 9am-7pm EST, 7 days a week.

You can reach us at contact@planet-bake.com.

If your inquiry is about an existing order, please share your order number for faster service. 

 

What are Planet Bake's phone support hours?

Our phone support hours are 9am-7pm EST Monday-Friday and 10am–3pm EST Saturday-Sunday.

Call or text 413-758-2253 and tell our system your name. If we are busy please leave us a voicemail with details about your inquiry, your phone number, order number (as applicable) and a team member will call you back as soon as possible.  

 

What are Planet Bake's live chat support hours of operation?

Our live chat customer support hours are 9am to 6pm EST, Monday through Friday.

You can contact us on live chat by clicking on the icon on the lower right corner of your browser as you are shopping. If the icon is unavailable during our support hours, it means that all of our live chat agents are busy assisting other customers. 

 

How do I check the status of my order?

You will receive updates about your order once they are processing. If you placed an order and do not see an update feel free to contact us, sometimes emails go missing. If you created an account you can view your orders and process there as well. Once there is an update on your order and it is 'completed' or 'shipped' you will receive an email from us.

 

How do I cancel my order?

Please contact us within 30 minutes of placing your order online.

 

How will I know when my order has shipped?

You will receive an email update that says that your order has shipped, soon after you should receive your tracking number by email. If you have questions about the shipment please email us. If you can't find that email or the tracking information, you can view your order history by logging in to your account page.

Depending on the shipping method and perishability of the item, it is normal for tracking information to not show movement until the late evening prior to your estimated delivery date. If there appears to be an issue with your delivery, please speak to us over the phone or send us an email. 

My order was sent to the wrong address!

We are sorry for the inconvenience this will cause. If you need to update an address, or change a delivery date please contact us by email within 24 hours from the time the order was placed. We kindly ask customers to give Planet Bake time to act upon your request, for this reason 24 hours is required and we cannot guarantee address changes if a request is made closer to the ship date than this. We usually ship all orders the day after you have placed your order unless you have given us a later date.

My order will arrive a day after my requested delivery date. Will it still be fresh?

Although we do everything in our power to get your food to you on time, occasionally items get delayed due to bad weather or other unforeseen events. The items will be still in good conditions as all our fresh food products can survive 10+ days at room temperature and up to 30 days within refrigerated conditions. If you feel the items have gone bad in transit please contact us and we will find a solution to you to resolve the issue. 

 

Whats the minimum order size to receive my order?

We ask every customer to at least order our 8 donut box. That way the donuts come in a branded and isolated box, save within transit. We call the 8 donut box our sample box, you can add 8 different classic donut flavors to it. For all 8 and 12 donut boxes you are able to add on donuts for a small discount. All boxes with 16 donuts + 2 free, you are unable to add on donuts and we have the right to cancel any added donuts to your box if they do not fit inside the shipping box. Single discounted donuts can ONLY be added to a 8 donut box or a 12 donut box, we will cancel all orders that have 1-7 donuts individually added, and refund the full order amount. So we ask our customers, please do it right the first time to not waist your time selecting flavors. Use this link HERE instead. Thank you for understanding and complying with our company policies.