FAQ + SHOP POLICIES

Please take care when handling your cake topper as they are fragile. All toppers are laser cut and finished by hand. Laser cutting can create some unique attributes such as minor laser charring and a subtle smoky scent. This is normal and considered part of the standard design of these pieces. With our wooden toppers, there may be slight differences between toppers due to the natural materials being used – this means that no two items will ever be identical.

With our specialty acrylic toppers (gold mirror, silver mirror, gold glitter), only the clear spike of the topper should come into contact with food. Please avoid any contact between food and the mirror or glitter acrylic.

Please do not put your topper near heat or any type of flame, as it will damage the item and may catch on fire.

Important: This is not a toy. Please do not put into mouth or give to children. Although care has been taken with preparing this item, some designs may have sharp edges or splinters. Please take care when handling.

FREQUENTLY ASKED QUESTIONS + SHOP POLICIES

Are your toppers food safe?

They sure are! We’ve developed design techniques and finishing methods to make our cake toppers as safe as possible: 

• Wooden Toppers: the spike on each topper is treated with multiple coats of food grade sealant which also protects the wood. In order to preserve the wood, only the spike should come into contact with food.
• Acrylic Toppers: Our Black and clear acrylics are food contact safe. For mirror and glitter acrylic, we use a clear food safe acrylic base and have a second layer of the specialty acrylic just for the lettered top portion. The stacked effect of the lettering looks elegant, and the clear food safe spike ensures food safety where the topper is in contact with the cake.

For all toppers, please ensure only the spike comes in contact with your food.

What is your processing/turnaround time for toppers?

Although we always try to get your order to you as early as possible, this varies on the type of material you choose for your topper as different finishing techniques are required. Unless otherwise specified on the individual listings, general timeline estimates for production are:

• Standard designs: 1-3 weeks
• Custom designs 2-6 weeks (this includes original artwork creation, client approval process, and production)

Payment Methods

All prices here are listed in Canadian Dollar (CAD). Prices on individual product listing pages do not include shipping – shipping is added to your order separately.

When ordering through our e-commerce store, we accept credit cards (Visa, MasterCard, and American Express debit and credit cards) through the secure Shopify Payments. If you would like to request a different payment method, please contact us to discuss alternatives before placing your order.

We require payment to be received and deposited into our account before we can create your design and ship it out.

Where are you located?

We are located in Toronto, Ontario – Canada, but sometimes work out of our fabrication lab in Winnipeg, Manitoba – Canada in order to have access to the best laser cutting machines possible!

Where do you ship to?

Currently, we ship to Canada and the United States through our website. If you are located in another country and are interested in buying our products, please feel free to contact us directly to discuss your options!

How long does shipping take once my design is ready?

Shipping estimates are in addition to the processing time it takes to make your item. We send our packages through standard mail with Canada Post, and as they are an external agency we can never guarantee shipping timelines. If you are in Canada, Canada Post estimates your package will take 2-9 business days depending on your location. If you are in the USA, they estimate 5-10 business days – but please take into account that packages may be delayed at customs and that is out of our control. Tracking numbers and insurance are not provided with our standard shipping.

If you would like to pay for a more speedy delivery service, or opt in for tracking or insurance, please get in touch to discuss your options before making an order.

Please note, we are not responsible for lost / returned packages due to buyer error if you have communicated an incorrect mailing address to us. If this occurs, you would be responsible for the cost of replacing or resending your order.

Customs and Import Taxes

You, the buyer, will be entirely responsible for paying any customs, duties, or import taxes that may apply to your order.

Can you do custom designs?

We are happy to discuss creating a custom design for you!. Please note, all artwork is done in the unique illustration and hand-lettering style of the artist. Before you contact us, have a look around our shop to get a feel for the artist’s lettering and illustration style so can decide if we are what you are looking for.

Custom designs are priced on a design by design basis depending on your needs and timeline, so please get in touch and we can put a quote together for you. We have an approval process to ensure clients are happy with the artwork, so we recommend 4-5 weeks for custom jobs. If you require a rush job, please let us know and we will see what we can do!

Custom toppers are non-refundable and require full payment before we can start working on the design. It is also important to note that we are not able to create any designs that would constitute copyright infringement by using existing artwork or content.

Can you do rush orders?

Usually! Please get it touch before making your order if you’d like discuss the options and fees available for a speedier processing time and/or shipping upgrade. We will try our best to accommodate your requests.

Do you send an artwork proof?

We do not supply artwork proofs on designs in our available topper range. If you order a custom topper, you will be supplied an artwork proof for approval before we proceed to the production stage.

Do you do wholesale?

Sure do! Please get in touch using the information on our Contact page to discuss a wholesale account with us.

Returns / Exchanges / Refund Policy

Due to the handcrafted nature of our products, we do not accept any cancellations or returns once an order is placed and paid for. We do not provide refunds for the same reasons. Custom designs, sale items, and anything else labelled as final sale are final sale only and cannot be exchanged or refunded.

What happens if my item is lost or damaged while in transit?
We take no responsibility for packages once they are mailed out – if you have any concerns regarding a package potentially being lost, we are happy to quote you for the additional cost to have a tracking number for your package.

Ashley Lotecki Design ensures that all items are in excellent condition before they are sent out to customers. We have developed and tested packaging specifically to protect your item while in transit so it will arrive undamaged, but we do understand that some situations are beyond our control. If your item has arrived damaged, please get in touch with us through email at hello@ashleylotecki.com within 24 hours of receiving it, and send us photos of the packaging and the item itself for review. We will respond as soon as possible, and if we determine you are eligible for a replacement you will need to return the faulty product to us through mail, along with your receipt or invoice, within 10 days.

If you are shipping an item worth over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The product must be in its original condition (aside from the reported damage), unused, and in its original packaging. Once we’ve received the product and have reviewed the damage and your claim, we will consult with you and if appropriate, determine whether to exchange the product for a new one. If we are unable to replace the item, we will contact you to make alternative arrangements. If we find the product is not damaged as reported or find the claim unfounded, you will not be provided with a replacement, and the damaged item will be returned to you at your own cost. Shipping costs are non-refundable. You will also be responsible for paying for your own shipping costs for returning your item. If you fail to contact us within 24 hours of receiving your product, the aforementioned possibility of replacement is voided.

What if my topper or item is damaged while I am using it?
Our cake toppers are fragile and must be treated carefully. We cannot accept responsibility for any items damaged as a result of neglect, inadequate storage, or inadequate handling. This is the same policy for any other item purchased or received from our shop.

Copyright
Ashley Lotecki Design © 2016 - All logos, designs, artwork, lettering, and photographs on this website are owned and protected under Copyright by Ashley Lotecki and may not be sold, copied, or reproduced without prior written permission by Ashley Lotecki. Ashley Lotecki remains the owner of all this content in its entirety, along with any custom designs that she may be hired for.

Please use the links listed below to read the Terms and Policies for our website:

Terms of Service - https://www.ashleyloteckidesign.com/pages/terms-of-service
Privacy Policy - https://www.ashleyloteckidesign.com/pages/privacy-policy 
Refund Policy - https://www.ashleyloteckidesign.com/pages/refund-policy