Frequently Asked Questions
Why didn’t I receive an order confirmation email?
Probably because it got caught in your spam filter. Check your spam/junk folder. Still can’t find it? Email us at email@example.com and we’ll confirm for you that we received your order and re-send your order info.
Can I make a change to an order I already placed?
Maybe. It depends on how far through the system your order is. Email us ASAP at firstname.lastname@example.org. In the subject line put “Order Change Request” and include the following information: Your order number, name you used when ordering, the email address you used to place the order and what you would like to change. We’ll get back to you and let you know what we can do.
I received the wrong item or a defective item. What do I do?
If it appears the box and item were damaged by the carrier during transit, please see our Shipping Information section for instructions. All items are inspected before they leave our warehouse and packaged to arrive in good condition.
If you simply received a incorrect item or it appears to be defective, please contact us asap so we can fix the problem. Please email email@example.com with your order number and what is wrong and we’ll take care of it right away.
Do you make custom stencils and tools?
Sorry, we don't offer that service.
What is the difference between your acrylic stencils and your mesh stencils?
Mesh stencils are similar to traditional acrylic stencils, only they allow for finer detail. The technique is similar to traditional stenciling. We also have very detailed video and printable PDF tutorials on both kinds of stencils available (please see below). If after watching the tutorials you still have any questions about whether or not a particular stencil is appropriate for what you're trying to decorate, please contact us BEFORE you order. We want your project to be a success and will do whatever we can to help you get the tools you need!
Where can I access tutorials?
Right here, just click below:
The Evil Cake Genius in the kitchen showing how to stencil with acrylic stencils
The Evil Cake Genius in the kitchen showing how to stencil with mesh stencils
Printable PDF Stencil Tutorials
Printable PDF Contour Comb Tutorials
Categorized videos showing us use all kinds of tools
Individual products also very often have a video on the product page
If you can't find what you're looking for, just contact us here
You have a selection of Gold, Silver and Bronze/Rose Gold Powders are labeled as "Inedible"....what's up with that?
Please ALWAYS check product descriptions as we will clearly state if any metallic decorations are edible. Almost all metallic decorations on our site are FDA approved and meant to be eaten. We do have a few that are not food products and are not meant to be eaten. Any area of the cake which is decorated with these powders should be removed prior to serving (gumpaste flowers, molded fondant, etc). If you're wondering how we decorate the side of a cake and remove the gold or silver powder, you can download our cutting guide here. We have ALL of our fondant cakes cut this way for a few reasons. First, it is the safest way to make sure any decoration on the side of the cake that shouldn't be eaten isn't. Second, we've found it to be the absolute best way to cut a fondant cake without making a huge mess. Finally, nobody wants to eat that much frosting anyway.
Do you sell your products wholesale?
We do currently sell a selection of our products wholesale to retailers outside of the U.S. only. You can apply to become a reseller of these products by contacting us at firstname.lastname@example.org