FAQ
The Baking Queen: Frequently Asked Questions
Customer Support & Hours
When can I contact you?
Our online store is open Monday – Friday, 9 AM – 5 PM. We aim to respond to all emails and texts within 24 hours. For urgent matters on weekends, we are available from 9 AM – 7 PM and will do our best to answer your call.
Our online store is open Monday – Friday, 9 AM – 5 PM. We aim to respond to all emails and texts within 24 hours. For urgent matters on weekends, we are available from 9 AM – 7 PM and will do our best to answer your call.
Shipping & Orders
When will my order ship?
Every treat is baked fresh to order. To ensure your items arrive in peak condition, we ship Retail orders Monday – Wednesday.
Every treat is baked fresh to order. To ensure your items arrive in peak condition, we ship Retail orders Monday – Wednesday.
- Order Deadline: Please place orders by 5 PM Friday for shipping the following week.
- Wholesale: We ship Monday – Friday via refrigerated carriers. Contact us for your regional schedule.
What are the shipping costs?
- Retail: Flat rate of $13.95. Orders over $120 ship FREE.
- Wholesale: Shipping is FREE for orders over $120 (Ex GST).
How are the treats packaged?
Retail items are individually wrapped and bubble-wrapped for protection. We recommend ordering in multiples of 6—this ensures a snug fit in our shipping boxes and prevents breakage.
Can I include a gift message or request a custom flavour?
Yes! Include your gift message in the order notes at checkout. For custom flavours not listed on our site, send us a text or email and we’ll do our best to bake them for you. Minimum of 12 for custom flavour orders.
Yes! Include your gift message in the order notes at checkout. For custom flavours not listed on our site, send us a text or email and we’ll do our best to bake them for you. Minimum of 12 for custom flavour orders.
Storage & Freshness
How should I store my treats and how long do they last?
- NYC Style Loaded Cookies: These chunky favourites will stay fresh for up to 5 days in the fridge.
- Buttercream Filled (Retail): Shipped with dry ice; these keep for at least 3 days in transit. We recommend refrigerating them immediately to firm up the buttercream; they will keep for 5 days.
- Wholesale (Victoria): Keep in the fridge for 5–7 days or freeze for 1–2 months. Thaw for 1–2 hours before serving.
- Wholesale (Interstate): These arrive frozen; please transfer them to the fridge immediately to retain freshness.
Privacy, Security & Legal
Is my information secure?
Absolutely. We comply with the Privacy Act 1988. We never store credit card data; all payments are processed through a secure, encrypted gateway.
What activities are prohibited?
Users must not use this site for illegal activities, harassment, or transmitting malicious code. Unauthorised attempts to access customer data or create false identities are strictly prohibited under the laws of Victoria and the Commonwealth of Australia.