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frequent questions & answers


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Our Product

  • What ingredients do you use?

    Flour Shop only uses the best ingredients – we bake everything from scratch, don’t use any preservatives, use real vanilla and premium chocolate. We bake daily in NYC and Los Angeles and believe you should recognize all the ingredients in your food.

  • Are any of your confections vegan / gluten-free?

    Yes! We offer a vegan and gluten free Rainbow Explosion Cake. We also offer Vegan Ice Cream Cakes, (please note the ice cream cakes are not gluten free). Please note that vegan products do contain nuts.

  • Are any of your products dairy-free?

    All of our products contain dairy except for our Vegan Ice Cream Cakes. But we would love to have you in for coffee!

  • Do your products contain nuts?

    Our carrot cake contains tree nuts, peanut butter Cake Balls contain peanuts, and our Vegan Ice Cream Cakes contain tree nuts (cashews). Please note also that we are not a nut-free facility and cannot accommodate severe nut allergies.

  • Do you use fondant?

    We are a fondant-free bakery but can work with you to make the best custom design possible!

  • Do you use any products that you cannot eat in your cakes?

    Only our Tiered Cakes & Holly the Dolly cakes have non-edible items. We use dowels for support in our Tiered Cakes and customers should be careful to avoid these. Custom cakes can have extras added such as toppers, toys, figures, and these will be discussed during the ordering process.

  • Are your products Kosher?

    Yes, all our products are Kosher! Every single treat is produced from Kosher certified ingredients, which are all produced in our kitchens that observe the Jewish dietary laws of Kashrut.

  • What is the sprinkle explosion?

    Inside our cakes you will find a rainbow mixture of sprinkles and chocolates.


  • What type of shipping do you use?

    We offer the cheapest UPS overnight shipping method at checkout.

  • How are the items shipped?

    All items are shipped frozen. Cakes may thaw in transit and must be put in the refrigerator or freezer upon delivery. Frozen items like ice cream should always be put into the freezer as soon as possible.

  • How do I track my order?

    You will receive a tracking number once your order has been picked up by UPS.

  • What if I need a cake ASAP or have a special request?

    Contact us at and we’ll be more than happy to see what we can do!

  • What if there is an issue, delay, or I have a question about my shipment?

    Flour Shop is not responsible for carrier delays, but we do offer an insurance program that we encourage all customers to purchase for worry free shipments. However, please contact us at and we’ll be glad to address and assist with your concern in whatever way we can.

  • What does shipping insurance do?

    We wish we could hand deliver every order, but since we can’t, our shipping insurance protects customers from shipping carrier issues. If your item is lost, delayed or damaged in transit, we will replace your order ASAP. All you need to do is reply to your order confirmation email with a photo (if damaged) or order issue to get the insurance claim process started. We also handle all of the annoying work, so everything is truly worry and hassle free!

Ordering and Customization

  • Do you have a phone number?

    As we look for a new LA location, only our Soho store has an active phone number - 646-864-2223
    LA inquiries can be emailed to

  • Do you bake custom cakes or designs?

    If you would like custom cakes or any other custom treats, please fill out the custom order form on the website and the Flour Shop team will get back to you shortly. We do not accept orders over the phone.

    Although we try to accommodate all orders, we recommend placing custom orders at least two weeks before the event date.

    Please note that all custom orders must be paid in advanced. Your order will not be complete until you have paid the invoice. All sales are final.

  • Do you customize rainbow cakes or do custom writing on cakes?

    Yes we do! You can order these customizations through our online shop when you select your cake. Email us if you don't see something you are looking for! Please note that we keep our store family friendly. We will not write curse words or offensive/adult phrases or material on cakes.

  • Do you deliver?

    Yes we do! We typically require 3 business days for delivery, but shoot us an email at and we'll be happy to do whatever we can! We also have same day delivery available with a limited menu through Door Dash.

  • Do you ship nationally?

    Currently we ship through and Doordash but please do email us with any questions.

  • Can I pick up an order?

    Yes! We encourage people to place an order online and pick up from our SoHo store whenever possible. For LA, we currently only have delivery available.

  • What is your cancellation policy?

    For regular menu items, we require a minimum of 3 days notice for cancellation except for our Tiered Cake which is considered a custom cake (see below). There are no refunds if your cancellation is within 3 days of the due date.
    Changes to an order due date can be accepted up to 3 days in advance. For orders that pass this deadline and cannot be refunded, we may offer alternative options on a case by case basis.
    Flour Shop will hold orders up to 48 hours past their due date. Following this deadline, no refund will be issued and a new order would need to be placed. It is the responsibility of the customer to notify Flour Shop in advance if they cannot pick up their order at the selected date.

    For custom requests, orders up to $5,000 can be canceled up to 2 weeks prior to the due date but will incur a 35% charge. Additionally, if your order requires the purchase of a custom product (e.g. candies, sprinkles, special molds, or tools etc.), this will also be added to the 35% charge.

    For custom order cancellation requests within 2 weeks of the due date, there will be no refund of any monies paid.

    We will keep custom orders up to 48 hours past their due date. After 48 hours, the order will be canceled and there will be no refund.

    Custom / Bulk orders over $5,000 will be handled with our Customer Experience Team on a case by case basis.

  • What if my cake is damaged?

    All our products are made with expert attention to detail to ensure a memorable celebration. We take the utmost care to ensure your order is prepared and packaged to ship or be delivered in perfect condition.

    If you are picking the order up from one of our stores, or if you arrange a third party pick up (i.e. a friend, coworker, event manager, uber, etc.) we are not responsible once the order has left our premises.

    If you have arranged delivery through Flour Shop, we remain responsible until the order has been delivered to the location.

    If you return a damaged order to us, which is not the result of a Flour Shop delivery, we can assess the damage and provide you with a quote for either a replacement or repair.

  • Can I return merchandise?

    All non-perishable merchandise can be returned within 60 days provided it is unopened and has proof of purchase.

Care and Serving Instructions

  • How do I store my regular cake?

    If you are not going to serve your cake within an hour or two of purchase, the cake needs to be stored in the refrigerator on a flat surface. Take your cake out of the refrigerator about an hour before serving, but do not keep the cake at room temperature for more than a couple of hours and never leave the cake in the heat. The same goes for overnight, keep your cake in the refrigerator but you need to be careful with powerful smells that might seep into your cake. Watch out for onions or garlic.

    It is also important to store your cake on a flat surface. Since our cakes are 6 layers, a crooked cake board can result in a crooked cake. keeping the cake on a flat surface will keep your cake straight and beautiful!

  • How do I store my ice cream/frozen cake?

    If you are not going to serve your cake within 20 minutes of purchase, the cake needs to be stored in the freezer on a flat surface. Take your cake out about 10 minutes before serving, but do not keep the cake at room temperature for more than 20 minutes and never leave the cake in the heat. The same goes for overnight, keep your cake in the freezer but you need to be careful with powerful smells that might seep into your cake. Watch out for onions or garlic.

    We also recommend keeping it wrapped in something airtight

    It is also important to store your cake on a flat surface. Since our cakes are 3+ layers, a crooked cake board can result in a crooked cake. keeping the cake on a flat surface will keep your cake straight and beautiful!

  • How do I travel with my cake in the car?

    The best place to put your cake is in the trunk of your car on a flat surface. We know this seems counter-intuitive, but we've found this to have the best results after traveling with a lot of cakes. If your trunk is full, put the cake on the floor of the passenger seat or on the floor behind the passenger or driver's seats. Do not travel with the cake on your lap or unsecured on the seat of your car. The cake needs to remain on a flat surface and you don't want the box falling over or accidentally squeeze your box if someone stops short.

  • How long will my cake last?

    We love fresh cake. We recommend eating your cake the day you purchase it. But if you need to store it in the refrigerator, it should stay moist for up to 3 days. And frozen cakes can be saved for up to a year!

  • How do I store my cake balls?

    If you are not planning to eat all of your cake balls the day you purchased them (which is hard to do), you can store cake balls in the refrigerator for up to a week. Keep in mind they might sweat when you take them out of the refrigerator due to a change in temperature.

  • How many people do your cakes serve?

    Mini serves 2-4 people
    Fun Size serves 5-7
    Midi serves approximately 15
    Maxi serves approximately 25-30
    Mega feeds approximately 45-50

    *Cake servings may vary depending on how you slice them. Or who you share them with!

Ice Cream

  • How long will ice cream pints last in my freezer?

    Our ice cream is freshest within 3 months of opening, but it can last up to 6 months unopened in your freezer. For best results and to avoid freezer burn, apply plastic wrap, parchment or wax paper to the top of the ice cream before closing the lid!

  • How long will ice cream cakes last in my freezer?

    Our ice cream cakes are freshest within a week of purchase, but they can last up to six months in your freezer! Refreezing an ice cream cake can cause freezer burn, so try wrapping it in plastic wrap to keep it as fresh as possible.

  • How long will ice cream sandwiches last in my freezer?

    If left unopened, our ice cream sandwiches can last up to six months in your freezer.

  • Are any ice cream flavors gluten free?

    Some of our products are made entirely with ingredients that do not contain gluten. However, since we are not a gluten free kitchen, cross-contamination can occur.

  • Is the ice cream nut free?

    Our Craig's Vegan Ice Cream Cakes do contain cashews but are other Ice Cream Cakes are nut free! However, please make sure to ask our staff if seasonal items contain nuts. Unfortunately, we are not a nut-free facility and cannot guarantee against cross-contamination. If you have severe nut allergies we recommend looking for alternative options.

  • What ingredients are in our ice cream?

    Flour Shop uses only the finest ingredients for our cakes, and our ice cream is no different! We churn all of our ice cream in our kitchens using the highest quality cream, milk, sugar, real vanilla, our freshly baked cakes, cookies, and sprinkles!

  • Can ice cream treats be purchased to take home from our stores?

    Yes, our ice cream treats are meant to be shared with the world! You can purchase one of our insulated bags to take our ice cream treats home. If you would like to travel a longer distance with your frozen treats, then pack your ice cream cakes and/or ice cream sandwiches in a cooler with ice packs to spread the joy even farther.


  • Where do you ship?

    Nationwide via and Doordash

  • Do you ship internationally?

    No not yet, but we would love to be where you are some day. But if you send a private jet, then we can send it anywhere.

Events and Catering

  • Do you have birthday parties or events in stores?

    Yes! We love birthdays and parties. Please email us at to inquire.

  • Do you cater events outside of your stores?

    Yes! We love to cater parties from the largest balls to the most intimate gatherings. Email to inquire.


  • What precautions are you taking to protect your customers?

    We take the health and safety of our customers very seriously! It is our priority to protect our staff, customers and our communities by following the science to help prevent the spread of Covid-19 and flatten the curve.

    Each store is limited to 3-4 groups of customers at one time. When inside the stores, customers must maintain at least 6ft between groups and wear masks. A contactless hand sanitizer station is also available inside of our stores. Finally, we have also installed plexiglass barriers and contactless payment systems at each register to limit exposure between customers and staff members.

  • What precautions are you taking to protect your staff?

    In order to slow the spread and prevent an outbreak, every staff member is screened prior to work each day. Inside of our facilities everyone is required to wear masks and gloves all times, we all maintain appropriate social distance while working (we adjust schedules so that distances can be maintained) and everyone washes hands and sanitize work stations regularly. And most importantly, we listen to our staff in order to provide the safest environment possible for them and their families.

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