FAQ's
Below are answers to frequently asked questions.
Feel free to contact us if you have any questions.
Send us an email at hulacakeshawaii@gmail.com or visit our "Contact Us" page on the website www.hulacakeshawaii.com
Ordering
How do I get a quote or place my cake order?
The best way to receive an accurate quote or place your order is to submit your request through our website: www.hulacakeshawaii.com or Email us directly: hulacakeshawaii@gmail.com
Please include the event date as well as the number of guests you're looking to serve.
I submitted an Order Inquiry Form and haven’t received a response.
Please allow for up to 2 business days to receive a response. For example, if you submitted an Order Inquiry Form on a Friday, you may not receive a response until Tuesday. Emails occasionally get filtered to spam folder, so if you haven’t heard from us in a couple of days, give us a follow email at hulacakehawaii@gmail.com.
How far in advance should I place my order?
Our cake event calendar books up rather quickly.
You should place your order as soon as you know your event date to avoid disappointment.
With the high demand for our specialty cakes, we accept a limited number of orders for each date,
on a first come-first served basis.
Occasionally, especially during wedding or holiday season, we may be limited by current orders and unable to accept more orders or certain labor intensive designs, so we recommend placing your order
as far in advance as possible.
How do I reserve a date?
A date is reserved when your order balance or deposit is received.
Orders cannot be confirmed / started until your balance or reservation deposit is received,
so be sure to pay your invoice promptly.
For orders under $150.00,
the full balance is due when placing order.
For orders over $150.00,
a 50% deposit is required.
The balance is due ten (10) business days before the event date.
If less than ten (10) days’ notice is given,
the full balance will be due upon booking plus any "Rush Order" fees (if applicable)
Reservation Deposits are non-refundable.
Is there a charge for cake last minute cake orders?
All orders with less than 4 days’ notice will be charged a "Rush Order" fee
(Fee based on cake size- starting at $25).
My order request was not able to be fulfilled. Why? I thought I was ordering early enough.
Depending on the volume of orders we have for that particular week, we sometimes have to cut off orders. We highly suggest placing your order as soon as you know the details of your event to avoid disappointment. We have a very small staff and space, so we do often hit capacity on certain weeks!
Deposit / Payment
What payment methods do you accept?
We accept cash, check and all major credit or debit cards. You can pay by credit card online or over the phone. Card payment is processed through our processors Square or Venmo. We also accept personal checks. Checks should be written out to Hula Cakes LLC $30 service fee on all returned checks.
Do you require a deposit or payment when ordering a cake?
Yes, a 50% reservation deposit or full payment is required when placing orders.
Deposit will go towards the final cost of the order.
I paid a deposit when is the remaining balance due?
Full balance is due no later than 10 business days prior to the event date.
Special Request
Can I order a custom cake? I don’t see what I want on the website.
We do not stray very far from the designs shown on our website but can work with you if it’s within those approximate parameters. Just send an email to hulacakeshawaii@gmail.com and we will get back to you to discuss your request.
Can a cake order be changed after it has already been placed?
Generally speaking, cake orders are considered final once paid for and entered into our system,
but we do allow changes with a 14- day notice. Please note the cost of your cake may increase if you change the design, flavors, etc.
Will my cake/dessert look like exactly like what is shown on your website?
While every cake and dessert displayed on our website has been created at our location, we cannot guarantee that you will receive an exact replica of the image.
Do you make cupcakes?
No, we do not. We do offer an alternative option to the traditional cupcake called “Small Kine Cakes”. Small Kine Cake is similar to a regular size cupcake but is square in shape. We also have cake parfaits as another option for cupcakes.
Do you sell sheet cakes?
Yes, we do make sheet cake!
However, we often find that when people say “sheet cake” they really mean “ cheap basic cake”.
Our sheet cakes are made with the same quality ingredients and the same level of care
and details as our round cakes, so they are priced the same.
We do not offer “basic sheet cake” because that’s just not our style.
Do you have fondant cakes?
No, we do not. We use other types of frosting such as buttercream, cream cheese icing, mousse and whipped cream-based frostings as our base. We generally do not create special cake shapes, tiered intricate wedding cakes or fondant-covered themed cakes.
Do you make logo cakes for corporate events?
Typically, we do not offer any custom designs beyond what is listed on the website.
We are willing to work with you to create a unique cake design for your event based on one of the custom predesigned layered cakes that we have available.
Does Hula Cakes offer party favors?
Absolutely! Hula Cakes offers a variety of party favor ideas.
Our products pair well with any event—especially weddings, birthdays, graduations, and retirements. For more information, and to get started, fill out an inquiry form on the website www.hulacakeshawaii.com or email us at hulacakeshawaii@gmail.com
Party favors are an excellent and delicious way to keep the party going long after the last song ends.
Party favor ideas:
Small Kine Cakes
Tea Breads
Mini Pound Cakes
Single Size Cheesecakes
Chocolate lollipops / Candy
Can I customize the packaging for large orders or party favors?
Great idea!
We’re happy to work with you to customize a sticker, hang tag and/or ribbon color for your order. Minimum quantities will apply for any customization, and the price may be adjusted accordingly.
Are your cakes vegan, sugar free or gluten-free?
No, they are not.
Our cakes contain traditional ingredients like butter, sugar and flour.
We are currently working on a delicious GF option for 2022.
Requests for vegan, sugar or gluten- free cake will be considered to determine if order can be accommodated.
Can I include a customize gift message or lei with my order?
Yes! An occasion card, lei or/and balloons may be included with your order.
Please indicate your request when submitting the order. Please include the “special message” you wish to send. There is an additional charge applied to include an occasion card, lei or balloons.
A “Rush Order” fee plus the cost for the occasion card, lei or/and balloons will apply for requests with seven (7) days' notice or less.
How do I find out about special promotions?
Get the latest on special promotions and offers by signing up on our website. www.hulacakeshawaii.com
Cake Flavors & Sizes
What are my choices of cakes, fillings, and icings?
We offer a wide variety of combinations. Refer to the website or inquire for our cake brochure to see a list of cake flavors available. Don't see what you are looking for, just let us know and we can see what we can do.
What sort of decorations are included in my cake order?
All specialty cakes come standard with its own signature design and decorated with complimentary chocolate / white chocolate decorations.
Substitutions are available upon request and are assessed an additional fee.
Your cake is denser than other cake I have had, why is that?
All of our cakes are made from scratch. Boxed cake mix create a lighter and sweeter cake. Scratch made cakes naturally has a denser consistency, but we think, it also has a better, richer flavor! We prefer to create dense cakes because it helps to lock in the moisture and keep your cake tasting delicious! Cake texture and flavor preference is highly subjective so if you prefer lighter cakes please keep that in mind to ensure we can provide you with the best outcome!
How do I determine what size cake to order?
Typically, the size of the cake primarily depends on the number of guests you are expecting.
If you have also involved other desserts in your menu, then you might consider serving less cake to the guests. See below for a general guideline to determine what size cake you will need.
Cake Size & Servings
ROUND CAKES
8" Round 10 -12 Servings
10" Round 20 - 25 Servings
12" Round 28 - 35 Servings
14" Round 38 - 45 Servings
RECTANGULAR CAKES
9 x 13 Quarter Sheet Cake 30 - 36 servings
11 x 15 Half Sheet Cake 50 - 54 Servings
12 x18 Full Sheet Cake 55-70 servings
Do we need to keep the cake refrigerated or can it sit out at room temperature? Our cakes should be refrigerated. We recommend taking them out 1 hour before serving for better flavor. Some cakes are more delicate than others so they may need to stay in refrigerator till serving time. Most of the cakes can sit out for up to 3 hours if in a cool setting and not in direct sunlight or heat source.
Rescheduling / Cancellation
If I cancel my order, why is my deposit nonrefundable?
When you cancel an order with enough notice, we are able to accommodate another customer’s request. When a last-minute cancellation is made, we are not able to make up for the lost sale, thus the deposit is not returned. In order to maintain a manageable workload and maintain the quality of work,
we must enforce this policy. All reservation deposits are non-refundable.
What is the policy for canceling my order?
Cancellation requests must be submitted in writing via email to hulacakeshawaii@gmail.com
If you cancel with:
More than 2-week (14 days) notice -
Will receive refund minus reservation deposit. NO RESERVATION DEPOSIT REFUND
13 – 8 days’ notice -
Will be compensated with cake credit for amount paid minus reservation deposit amount.
NO RESERVATION DEPOSIT REFUND.
Credit (minus deposit) may be given for a future order, subject to the date being available.
The cake reorder date must be delivered/picked up within 60 days of when the cancellation took place. No merchandise / cake credit will be issued if a second cancellation takes place.
7 days or less -
No refunds will be given. 50% credit of the order cost (minus deposit) may be given for a future order, subject to the date being available.
The reorder date must be delivered/picked up within 60 days of when the cancellation took place.
No merchandise/cake credit will be issued if second cancellation takes place.
Dissatisfied?
What happens if I am dissatisfied with my order?
At Hula Cakes, we take strive to meet, and exceed, your expectations.
We want all of our customers to be happy with their purchases. Since all of our baked products are made from scratch by real people, sometimes mistakes can happen.
In the event that you are dissatisfied with your purchase, we will work with you to make it right
If you are unsatisfied with the quality of your order, please contact us immediately so we can properly assess the problem and determine the best solution.
Please communicate your concerns within 24 hours of receiving the order to hulacakeshawaii@gmail.com.
What is the refund policy?
We take great pride in our products. We want all of our customers to be satisfied and will do what we can to ensure the best possible outcome. Any refund or credit will be determined on an individual basis. In order to qualify for credit, we need to be notified within 24 hours of receiving the order to hulacakehawaii@gmail.com
Typically, we do not give refund unless a mistake was made on our part. Full refunds will not be considered for any product's which has been consumed, regardless of dispute, as consumption of the product is viewed as acceptance that the product is adequate for the purpose for which it has been supplied.
Deliveries
Is there a delivery fee and if so, how much is the fee?
Yes, there is a delivery fee.
All of our deliveries have a specific fee dependent on the distance we need to travel to your venue.
The transportation fee will be based upon the traveling distance.
Please thoroughly inspect your order upon delivery.
Your acceptance of your order will act as your satisfaction with the order.
Delivery areas
Windward / East Side (Waimanalo -Kaaawa) $10 - $40
South Shore (Hawaii Kai - Airport) $15 - $25
Central Oahu Zone 1 (Shafter/Camp Smith ,Pearl Harbor, Airport) $25
Central Oahu Zone 2 (Aiea, Pearl City - Schofield/Wahiawa) $28 - $40
West Side ( Ewa Beach , Kapolei - Makaha) $32 - $42
North Shore (Haleiwa - Kahuku) $40 - $50
We are visiting Oahu and would like to order a cake for my husband's birthday.
Would you deliver to our hotel?
Yes. For deliveries directly to a recipient's hotel room, we must have the reservation name and room number (hotels are not able to give us this information) and the recipient must be available in the room to accept the item(s). We are not able to enter a room while the guest is not there.
Office deliveries:
We will require the business/company address, phone number recipient's name,
and the department we are to deliver to.
Restaurant Deliveries:
We will require the name and time of the reservation.
Do you ship your products?
Yes. We currently ship a version of our Baker’s Box. Shipping cost will be added to the price of the products. Currently, we do not ship any of our other products however we have had customers successfully ship shelf-stable items like, our tea breads and mixes.
Donation Request
I have a donation request for my nonprofit organization. Does Hula Cakes every make donations?
Yes. We are happy to be a SWEET part of the community!
*Due to the overwhelming amount of donation requests, we receive, we ask that all requests be submitted via email to hulacakeshawaii.com
Please include a letter explaining what charity you represent, what the cake or product will be used for, your non-profit tax ID number.
Please note, it’s also our pleasure to help charitable organizations whenever we can but we are unable to fulfill all requests, but we do the best that we can.
DISCLAIMERS:
Our cakes are hand decorated. So, with that in mind, they may vary slightly from sample pictures depending on the personal technique of the Cake Decorator that customizes your cake. Decoration may also vary from the size and shape of your cake.
Dark colors of icing such as red, black, royal or navy blue, etc. may temporarily stain your mouth and could permanently stain clothes, carpeting and furniture.
Dark icing may also have a bitter taste due to the amount of dye used to make the vivid color.
All sales are final, and no refunds will be allowed.
We will make every effort to correct any arising issues caused by Hula Cakes.
ALLERGY ALERT: HULA CAKES PRODUCTS MAY CONTAIN TREE NUTS, WHEAT, SOY, CHOCOLATE, COCONUT, GLUTEN AND DAIRY AND ARE PREPARED IN A KITCHEN THAT USES SUCH INGREDIENTS.
All menu, pricing and designs are subject to change at any time