E-commerce Terms & Conditions

Lady Wong Shipping & Delivery Policy

At Lady Wong, we take great care in packing and shipping our cakes to ensure they arrive in excellent condition. All cakes are shipped frozen to maintain quality, and depending on the transit time, they may arrive fully or partially frozen. Cakes can be stored in the freezer for up to two months, and for best results, should be defrosted in the refrigerator for 12 hours before serving.

Shipping Details

• We ship Monday through Wednesday. Tracking information will be emailed 1-2 days before shipment.
• Lady Wong is not responsible for lost, stolen, or delayed packages once shipped. Please monitor your tracking information for updates.
• Deliveries to multi-unit buildings may require someone to be home to accept the package.
• We do not ship to P.O. Boxes, APO, FPO addresses, or outside the continental U.S.
• For some orders, we may contact you to verify payment, so please provide a valid phone number.

Dry Ice Handling

To keep the cakes frozen, we ship them with dry ice. Please handle dry ice carefully using gloves or a towel, and do not touch or consume it. Allow it to evaporate in a well-ventilated area, out of reach of children and pets.

Storage & Shelf Life

• Cakes can be stored in the freezer for up to two months.
• Once defrosted, they should not be refrozen and are best consumed within two days.

Order Changes & Cancellations

• Changes or cancellations (including address changes) must be made at least 7 business days (by 12 PM EST) prior to the scheduled delivery date.
• We cannot make changes once the order has shipped.

Refunds & Exchanges

We do not offer refunds or exchanges after an order is placed. Lady Wong is not responsible for delays caused by weather or other external factors. No refunds are available for:

• Incorrect or incomplete shipping addresses.
• Lost or stolen deliveries after the package is dropped off.
• Delays during peak holiday seasons or due to weather-related issues.
• Cakes becoming unusable due to failure to follow storage instructions.

If There’s an Issue With Your Order

If your order arrives damaged or if you experience an issue, please contact us within 2 hours of receipt. To assist us in resolving the problem, kindly provide:

• A detailed description of the issue.
• Photos or video illustrating of the cake and packaging.

This will help us assess the situation quickly and determine the best way to assist you. Please send images and details to our email info@ladywong.com 

Peak Seasons

During holidays (e.g., Thanksgiving, Christmas, New Year’s, Lunar New Year), order volumes increase. We recommend placing your orders early. Please note:

• Each order is limited to seven cakes.
• Available delivery dates may become blocked when we reach our maximum daily orders.

Scheduling & Planning Ahead

We recommend scheduling your cake delivery 3-7 days before your event. Cakes can be stored in the freezer for up to two months and defrosted in the refrigerator 12 hours before serving.

Shipping Carrier Delays & No Delivery Guarantees

Once a cake leaves our facility, we cannot be responsible for carrier-related delays. Weather conditions or holidays may affect delivery schedules. Please monitor your tracking information and plan accordingly, as we cannot guarantee exact delivery dates.

Perishable Shipping

Since cakes are perishable, please ensure someone is available to receive the package upon delivery to prevent extended exposure to non-refrigerated environments. We do not ship on weekends or holidays to maintain product quality.

Address Accuracy

Please double-check the shipping address before finalizing your order, as we are not responsible for deliveries made to incorrect or incomplete addresses.

E-Gift Cards

E-gift cards are available for purchase and can be redeemed online or at our East Village location. They cannot be exchanged for cash or replaced if lost. E-gift cards are sent via email within 30 minutes unless scheduled for a future date.