ORDERING & POLICIES

 

How to Place an Order:

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All orders must be submitted through our ORDER NOW form. For quotes or general inquiries, please use the GET IN TOUCH form.

To keep communication efficient, please use one method of contact only. Response time is within 24-48 hours. We strongly recommend placing orders at least 6 weeks in advance.

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Cookie Shapes & Design Limitations:

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Cookie shapes and sizes vary. Cookies with intricate or rigid edges cannot be altered, and these limitations do not qualify for discounts.

Our gallery is updated regularly to help you view available shapes and sizes. Additional details can be found under Policy & Agreement.

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Processing Times:

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To ensure quality and proper scheduling:

• Up to 30 cookies: Minimum 3 weeks’ notice

• 30–60 cookies: Minimum 30 days’ notice

• 100+ cookies: Minimum 60 days’ notice

Production includes preparation, baking, decorating, drying, packaging, communication, and delivery.

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Payments:

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Orders are confirmed only after payment is received. We currently accept E‑Transfers only (auto‑deposit enabled):

thesugarhill.on@gmail.com

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Payment is due upon receiving your invoice or 2 weeks before pickup. A confirmation email or text from The Sugar Hill will verify receipt of payment.

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If you do not receive confirmation within 24 hours, please send a reminder. Orders will not begin production until payment is received.

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PayPal payments are accepted however, incur a processing fee. E‑Transfers have no processing fee.

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Shipping, Delivery & Pickup:

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Delivery and curbside pickup options are available through the ORDER tab.

Pickup Location: Beacon Hill Plaza, Burlington Delivery: Available throughout the GTA (rates vary) Social media followers may qualify for discounted delivery.

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Pickup Timing & Late Fees:

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To ensure your items are ready for your event, pickups should be scheduled 1–2 days before they are needed.

• No refunds for late pickups or weather‑related delays

• Late arrivals that delay other orders will incur a $15 late fee

• Same‑day delivery cancellations due to miscommunication of date/time will not be accommodated

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Please review your ORDER NOW form carefully before submitting.

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Cookie Sizes:

​Cookies range from 1 inch to 7 inches, depending on shape and design. Only basic shapes (circles, squares, triangles, etc.) can be resized or modified. Detailed or uniquely edged shapes cannot be altered or discounted.

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Pricing Overview:

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Pricing is based on:

• Shape

• Size (XS–XL)

• Design Complexity:

  • Basic: 1–2 colors

  • Detailed: 2–3 colors, faces, line work

  • Elaborate: 3+ colors, airbrushing, 3D elements

Please refer to our Price Chart for full details.

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Gluten‑Free & Vegan Options

Gluten‑free and vegan cookies are available upon request. Please specify your needs in the ORDER NOW form.

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Bulk Orders

Bulk purchases do not qualify for discounts. Each cookie is handcrafted with care, requiring time and precision. Orders over $100 may receive complimentary sample items.

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Tags & Packaging

Complimentary tags and individually wrapped cookies are included for:

• Orders of 24+ cookies, or

• Purchases over $120

Additional tags are available for purchase:

• $10 for 6 classic fold tags

• $15 for 24 sticker labels

View available styles in our gallery.

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Custom Requests

If you’d like something not shown in our menu or gallery, simply provide a similar reference image and include all details in the ORDER NOW or Contact Us form.

Please avoid submitting multiple forms.

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Rush Orders:

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Rush orders are accepted based on availability.

• Orders placed under 3 weeks are not eligible for discounts or coupon codes

• Orders placed under 14 days incur a $15 rush fee

• Orders under 10 days are not accepted unless a cancellation opens a spot

Booking early ensures the best availability and service.

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Need to Make a Change?

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After submitting your form, you may text us for minor adjustments only:

437-727-8389 Include your first and last name as listed on your form.

You may also email: thesugarhill.on@gmail.com

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WORKSHOPS & CLASSES POLICY

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Program Overview

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Our Culinary workshops and DIY classes are designed to provide a high‑learning, confidence‑building environment where participants can explore culinary skills, develop essential life skills, and engage in meaningful hands‑on experiences. Each session is structured to support personal growth, creativity, and practical learning in a safe and welcoming space.

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Registration & Attendance

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• All workshops and classes require advance registration through the designated form.

• Spaces are limited and confirmed on a first‑come, first‑served basis.

• Participants are expected to arrive on time and be prepared for the full duration of the session.

• No‑shows or repeated late cancellations may affect eligibility for future programs.

• Our 8 week program has its own registration and attendance expectations.

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Cancellations & Rescheduling

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• Cancellations must be communicated as soon as possible via text or email.

• Last‑minute cancellations may not be eligible for rescheduling due to limited class capacity.

• If The Sugar Hill must reschedule a class, participants will be notified promptly and offered an alternative date.

• Cancellation of 4 week & 8 week programs are non-refundable if the participant enrolled drops out or is removed from the program for misconduct.

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Program Expectations

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To maintain a productive and supportive learning environment:

• Participants must follow all instructions provided by facilitators.

• Respectful behavior toward staff and other participants is required at all times.

• Proper food‑handling and safety guidelines must be followed throughout the session.

• The Sugar Hill reserves the right to remove any participant who disrupts the learning environment or compromises safety.

• Aggressive behaviour and inappropriate language will not be tolerated.

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Skill Development & Learning Environment

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Our workshops focus on:

• Hands‑on culinary learning

• Confidence‑building activities

• Life‑skills development

• Creative menu exploration

• Teamwork and communication

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Participants will gain practical tools that support personal growth, career exploration, and long‑term skill development. They must be willing to participate in order to get the full experience of the program.

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Age Requirements

• Age requirements vary by program and will be listed in each class description.

• Minors must have parental or guardian consent to participate.

• Student-to-Staff ratio is 5:1

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Refunds

• Workshop fees are non‑refundable unless the class is cancelled by The Sugar Hill.

• Credits may be issued at our discretion for cancellations made within an acceptable timeframe.

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Photography & Media

• The Sugar Hill may capture photos or videos during workshops for promotional use.

• Participants may opt out by notifying us in writing before the class begins.

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Accessibility & Support

We strive to create an inclusive environment. If you require accommodations or have specific needs, please inform us at the time of registration so we can best support your participation.

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Contact for Workshop Questions

For questions or minor changes to your registration, please contact us:

Text: 437-727-8389  Email: thesugarhill.on@gmail.com

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Additional Disclaimer, Liability & Expectations cont'd

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ALLERGY & FOOD SAFETY DISCLAIMER

All products are prepared in a kitchen that handles common allergens including wheat, eggs, dairy, soy, nuts, and gluten. While gluten‑free and vegan options are available, cross‑contamination may occur. Customers with severe allergies should use their discretion when placing an order.

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REFUNDS, RETURNS & ORDER SATISFACTION

All sales are final. Due to the custom nature of our products, we do not offer refunds, returns, or exchanges. If there is an issue with your order, please contact us within 24 hours of pickup or delivery with photos so we can review your concern.

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DELIVERY, WEATHER & LIABILITY

Once items have been picked up or delivered, The Sugar Hill is not responsible for damage caused by transportation, handling, storage, or weather conditions. Please follow all care instructions provided to ensure the best results.

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PRIVACY POLICY

Information submitted through our forms is used solely for communication, order processing, and customer service. We do not sell or share personal information with third parties. By submitting a form, you consent to being contacted by The Sugar Hill via email or text regarding your order or inquiry.

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PHOTO USAGE POLICY

The Sugar Hill may photograph completed cookie sets, products, or workshop activities for portfolio and marketing purposes. Customer names and personal information will never be shared. If you prefer your order or participation not to be photographed, please notify us at the time of booking.

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ORDER CHANGE POLICY

Minor adjustments may be accommodated up to 7 days before pickup, depending on design and production schedule. Major changes (themes, colors, quantities, shapes) may require additional fees or may not be possible due to preparation timelines.

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LATE PAYMENT POLICY

• If payment is not received by the required deadline, your order may be cancelled and the date released to the next customer. Orders will not begin production until full payment is received.

• For partial payments, deposit is due prior to service and remaining balance is to be paid prior or on the day service/delivery.

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WORKSHOP & CLASS POLICY

Registration & Attendance

• All workshops and classes require advance registration.

• Spaces are limited and confirmed on a first‑come, first‑served basis.

• Participants are expected to arrive on time and stay for the full session.

• No‑shows or repeated late cancellations may affect eligibility for future programs.

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Cancellations

Cancellations must be communicated as soon as possible via text or email. Last‑minute cancellations may not be eligible for rescheduling due to limited capacity.

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Safety & Conduct

To maintain a safe and supportive learning environment:

• Participants must follow all instructions provided by facilitators.

• Respectful behavior is required at all times.

• Proper food‑handling and safety guidelines must be followed.

• The Sugar Hill reserves the right to remove any participant who disrupts the environment or compromises safety.

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Program Expectations

Our workshops focus on hands‑on learning, confidence‑building, and essential life‑skills development. Participants will gain practical tools that support personal growth, creativity, and career exploration. Aggressive language and behaviour will NOT be tolerated.

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Refunds for Workshops

Workshop fees are non‑refundable unless the class is cancelled by The Sugar Hill. Credits may be issued at our discretion for cancellations made within an acceptable timeframe.

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Media Consent

Photos or videos may be taken during workshops for promotional use. Participants may opt out by notifying us in writing before the session begins.

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Accessibility

We strive to make our workshops accessible. If you require accommodations, please inform us at registration so we can support your participation.

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ACCESSIBILITY STATEMENT

The Sugar Hill is committed to creating an inclusive and welcoming environment. If you require accommodations for ordering, pickup, or workshop participation, please contact us so we can assist you.

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Employment & Volunteer Opportunities Policy

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At The Sugar Hill, we welcome individuals who are passionate about community, creativity, and supporting our culinary and workshop programs. Whether you are seeking volunteer hours for school or applying for contract staff opportunities, we are committed to providing a safe, supportive, and meaningful environment for learning and growth.

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Application Screening

All applicants—volunteers and contract staff—are screened to ensure suitability for our programs and community environment.

Screening includes:

• Review of application form

• Interview or introductory meeting

• Verification of required documents

• Contacting three (3) references

• Assessment of skills, availability, and program fit

Only candidates who meet our standards for professionalism, safety, and reliability will be selected.

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*Required Documentation

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Requirements

To ensure a safe and professional environment for our clients, participants, and team, the following are required or considered strong assets:

Mandatory

• Vulnerable Sector Check

• Criminal Record Check

Assets (Not Required but Preferred)

• CPR & First Aid Certification

• Experience working with children, youth, or community programs

• Interest in culinary arts, workshops, or community engagement

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Applicant without CPR & First Aid may still apply.

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Expectations for Volunteers & Staff

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All volunteers and contract staff must:

• Demonstrate professionalism, respect, and reliability

• Follow all safety and food‑handling guidelines

• Support participants in a positive and encouraging manner

• Maintain confidentiality and uphold The Sugar Hill’s values

• Arrive on time and communicate absences promptly

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Failure to meet expectations may result in removal from the program.

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CONFIDENTIALITY POLICY

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At The Sugar Hill, we are committed to maintaining a safe, respectful, and trustworthy environment for all clients, participants, volunteers, and staff. To protect the privacy and dignity of everyone involved in our programs, the following confidentiality standards apply to all individuals working with or volunteering for The Sugar Hill and after their discharge.

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Confidential Information

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Confidential information includes, but is not limited to:

• Personal information shared by clients, participants, or families

• Contact details, addresses, or identifying information

• Information discussed during workshops, programs, or meetings

• Internal business processes, documents, or communications

• Observations made during classes, events, or community programs

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This information must not be shared, discussed, or disclosed outside of The Sugar Hill under any circumstances.

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Expectations for Volunteers & Staff

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All volunteers and contract staff must:

• Respect the privacy of all clients and participants

• Keep all personal and program‑related information confidential

• Avoid discussing client or participant details with friends, family, or on social media

• Refrain from taking photos or videos unless explicitly authorized

• Report any concerns to The Sugar Hill leadership privately and appropriately

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Failure to uphold confidentiality may result in immediate removal from volunteer or staff roles.

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Use of Photos & Media

Photos or videos may only be taken with explicit permission from The Sugar Hill. Volunteers and staff may not:

• Post photos of clients, participants, or workshops on personal social media

• Share images, videos, or stories involving participants without written consent

All media captured for marketing or documentation purposes will be handled by The Sugar Hill.

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Confidentiality Agreement

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By applying to volunteer or work with The Sugar Hill, individuals agree to:

• Maintain confidentiality during and after their involvement

• Protect all personal and sensitive information

• Use discretion and professionalism at all times

• Follow all privacy and safety guidelines outlined by The Sugar Hill

A signed confidentiality agreement may be required before beginning any volunteer or contract role.

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Why Confidentiality Matters

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Confidentiality ensures:

• A safe and respectful environment for all participants

• Trust between staff, volunteers, and the community

• Protection of personal information

• Professional standards across all programs and services

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Maintaining confidentiality is essential to the integrity and success of our programs and most importatntly the clients we serve!