FREQUENTLY ASKED QUESTIONS
Q: What is the order and delivery process?
A: We will contact you shortly after you have placed your online order to coordinate a pickup time that meets your scheduling needs and ensure that your order will be as fresh as possible upon pickup. We bake on Mondays, Wednesdays and Fridays, excluding some holidays, unless otherwise arranged, and cannot guarantee same-day pickup for any order. If your order is for an occasion occurring on a specific day, please provide ample lead time to ensure on-time completion. You may also email us at orders@thefriendlyoven.com prior to placing the order.
We are currently arranging convenient curbside pickups at 184 Marion Oaks Blvd, Ocala FL 34473 (the former Winn-Dixie parking lot), which is subject to change.
Q: What is the difference between "allergen-free" and "allergy-friendly" foods, and which ones do you make?
A: Allergen-free foods are those that are manufactured in facilities that are monitored and certified in some manner as being free of certain allergen(s). Allergy-friendly foods are not made in such facilities, but many or all of the same practices and precautions are followed. The Friendly Oven is "allergy-friendly". We carefully screen our allergy-friendly ingredients for declared allergens and follow stringent procedures during preparation to discourage cross-contact with allergens. Those practices are further outlined below.
Q: What are your food-safety and allergy-friendly practices?
A: We operate as a residential Cottage Food Operation in compliance with Florida Statute 500.80 and are not subject to state food safety monitoring. All of our menu offerings are classified as having a low risk of foodborne illness.
Our allergy-friendly practices, which also meet vegan food-preparation standards, meet or exceed the needs of nearly all allergic customers. We follow the guidelines in FoodAllergy.org's Creating a Food Allergy Safety Zone booklet, which include the use of dedicated bakeware, mixing bowls, cutting boards and utensils for preparing allergy-friendly items. We never prepare allergy-friendly items alongside non-allergy-friendly items. Our only shared equipment is our ovens and dishwasher, which meets FoodAllergy.org guidelines.
Please be aware that we cannot guarantee the 100% absence of any allergen from any product. While we follow stringent guidelines to discourage cross-contact, we cannot eliminate every possibility of preexisting trace amounts of allergens in our food preparation environment or in the raw ingredients we source. If you or an intended recipient have severe allergies requiring special consideration, please inform us before placing an order so we may determine if we are able to meet your needs. All products are consumed at the customer's own risk and liability.
Q: Do you take special/off-menu requests?
A: We gladly consider special requests on a case-by-case basis, subject to ingredient availability and adequate notice to source any ingredients that we do not have. Depending on the nature and size of a request, prepayment may be requested and item(s) may be ineligible for replacement or refund.
Q: How are problems handled?
A: If something falls short of your expectations, we want to make it right.
If we fail to meet a scheduled delivery deadline, we will either provide a discount or cancel your order without penalty and offer a discount on your next order. If there is a defect or quality issue*, we will provide a refund or (when possible) a replacement. If the product isn't defective but you dislike it, please contact us to discuss possible resolutions. We kindly ask for the return of a substantially unused portion of any defective or unwanted product.
In no event shall our liability for product or service issues exceed the actual sale price of your purchase.
* Customer accepts risk and responsibility for damage or loss occurring after pickup or delivery, including handling by any third party(ies) you authorize. We are not responsible for theft or damage caused by exposure to excessive heat or other adverse weather conditions or human error. Our products are intended for storage in climate-controlled indoor environments at all times.