- Customer Service - Shipping & Handling FAQ - Product FAQ's   - On-Line Products For Shipment   - General Product Questions - Serving Instructions

Customer Service

* How do I contact Customer Service?

If you have any questions about our products, please feel free to contact us by telephone.
For questions about in-store products, product selection, product information and to place same-day orders, please contact one of the below stores directly.

This will be the store at which you pick up your items. Hours of operation and contact information for each store are listed in the "store" section of this website.

For on-line UPS Shipment order questions, please call 617-206-9105 x21 or email customerservice@rosiesbakery.com. Our internet customer service is available Monday thru Friday, 8:30am - 4:30 pm, excluding holidays. Please note that if you call about an order placed on-line, you should wait at least 1 hour after placing your order.

For general questions or comments for our corporate office, please click here

Serving satisfied customers is an important part of Rosie's Bakery's long and proud heritage. We stand behind each of our products 100 percent, whether you buy them online or in person. So if you're not completely satisfied with your purchase, we'll promptly make things right.

Please note, however, that Rosie's does not take responsibility for orders which have been placed with incorrect addresses AND/OR orders left at UPS or Post Office facilities after delivery is unsuccessfully attempted for any reason. Please double-check the delivery address on your order.

FAQ's

SHIPPING & HANDLING FAQ

* When will my order ship?
For on-line UPS Shipment orders that are being shipped, your order will automatically be processed and shipped on the next available business day unless you specify a specific future delivery date.

PLEASE NOTE: Any on-line UPS shipment orders placed after 2:00 pm will be processed the next business day and be fulfilled and shipped the following business day. We do not ship out any items on Fridays, Saturdays, or Sundays. For example, if you place your order at 2:30 on Thursday, we will process your order on Friday and ship it out on Monday via the delivery method you choose.

* Can I ship to a PO Box?
No, because we want your pastry to arrive in peak, delicious condition! We are sorry, but due to the perishable nature of our products, we need to have a street address to ensure delivery.

* Can I ship to a hospital room or dormitory?
We do not recommend shipping to hospital rooms or dormitories. If you still wish to do so, please make absolutely sure that all information, including hospital room numbers, floor numbers, and building names/numbers are correct. If this information is not provided, we cannot ship your order.

Rosie's does not take responsibility for packages that your recipient has failed to pick up in mail rooms or hospital rooms.

We do recommend you tell your recipient to expect and look for a package. Because our items are very perishable, the product needs to be consumed or refrigerated in 2 days. If your package is not immediately received and is waiting in a mail room or other facility, the product quality will suffer.

* Can I send a gift to Alaska, Hawaii or a foreign address?
Most of our products may be shipped to all 50 United States. Please note this may require overnight shipping due to the perishability of some products. We do not deliver outside the USA.

* When will my credit card be charged?
Your credit card will be charged when your order is placed.

* What sort of order confirmation will I receive?
We will send you an order confirmation by e-mail after you have submitted your order.

* Do you ship your items fresh?
All orders are baked and shipped on the same day to insure optimal product quality.

PRODUCT FAQ's

ON-LINE PRODUCTS FOR SHIPMENT:

* Can I make a substitution in my gift?
Rosie's Bakery cannot offer substitutions at this time.

* What is the cutoff for weekend orders?
Orders placed for Saturday, Sunday, and Monday must be received before noon on Friday.

* What forms of payment do you accept?
For on-line orders, we accept Visa, and Mastercard.

* Can I redeem a Rosie's gift certificate on-line?
Unfortunately, no. Our gift certificates are only for in-store redemption.

GENERAL PRODUCT QUESTIONS:

* Does Rosie’s wholesale any products?”
Yes, Rosie’s has a wholesale program that offers Boston-area cafes, restaurants, cinemas, and schools our delicious treats. Please call our Corporate Offices at (857)255-2094 X 530 for more information, or email wholesale@rosiesbakery.com.

* How do I redeem my Rosie's Bakery Gift Certificate?
Rosie's Bakery gift certificates can only be redeemed in-store. Please bring your gift certificate to the store nearest you to redeem your gift.

* Which items contain nuts?
Nuts are added to the following products: Carrot Cake, Hazelnut Cake, Harvard Square Brownies, Congo Bars, Peanut Butter Chunk Cookies, Walnut Dreams, Chocolate Chip Shortbread, and many seasonal and holiday items. For these seasonal items, please call the stores for more information of ingredients.

We cannot guarantee any of our products being nut and nut oil-free. Due to the nature of our large commercial kitchen, cross-contamination of nuts may occur without our knowledge.

* What forms of payment do you accept?
For retail store orders, we accept cash, checks (with proper identification), Visa, Mastercard, and bank cards with the Visa or Mastercard logo.

* Do you make sugar-free or low-fat products?
Our bakers are currently working to provide a low-sugar alternative for some of our products. One low-fat alternative that we do offer is our Choclate Chip Meringue cookies. At this time, all of our other goodies are sugar-packed and butter-rich.

* I want to order a special or custom cake. Is this possible?
To order any special or custom cakes, please call your preferred store. They will take your order, and let you know if it can be done! We do many custom drawings on cakes, including company logos, cartoon characters, and sports logos. Sorry, but we do not offer photograph-image cakes.

* What kind of frosting do you make?
We make a delicious butter cream in a variety of flavors, a dark velvety fudge frosting, a chocolate ganache couverture and whipped cream frosting.

* Can I order an un-assembled or un-frosted cake? Can I order frosting in a container?
We only offer fully assembled cakes. We take great pride in our frosters' work and are sure you will love the way our cakes are decorated.

* How long will your products keep?
Because we don't use any preservatives, we recommend that any goodies be stored properly to maintain freshness. All products other than those that contain mousse, pastry cream or whipped cream can be left at room temperature for easy consumption for two days as long as they are stored in airtight containers or under cake domes. After that, they should be kept under refrigeration if they are to be eaten over the next few days or in the freezer where they can be stored for several weeks in ziplock bags. Chewy centered cookies as well as most bars can be heated gently in the microwave for an extra special just-out-of-the-oven treat!

* How do I cancel my order?
To cancel an order, you must contact Rosie's Bakery 48 hours before the planned pickup or delivery time. Please have your order confirmation number ready for our Customer Service representative. For fastest service, please contact your local store.

SERVING INSTRUCTIONS

COOKIES AND BARS
Rosie's recommends that cookies and bars be eaten at room temperature or slightly warmed up for optimum taste and texture. If you need to store them for a day or two, they can be stored in an airtight container at room temperature. For longer periods, they can be frozen in the container and brought to room temperature before serving. For those of you who like your cookies warm, a quick zap in the microwave will do the trick.

CAKES
Layer Cakes and Cupcakes (Black and White, Coconut Layer, Devil's Food, Fudge cake, Golden Layer, Harvard Mocha, Hazelnut, Mocha, Queen Raspberry, Snow Queen, Texas Ruby Red, Velvet Underground, White on Gold and White Queen Raspberry)

Layer cakes, other than those containing fresh fruit, custard or whipped cream taste best when served at room temperature. If you plan on serving the cake within 24 hours of when it was purchased, the cake can be left in its box at room temperature. If you plan on serving the cake more that 24 hours after you purchased it, we suggest that you put the cake in the refrigerator but take it out on the morning of the day it will be served. If you are lucky enough to have some cake left after it has been served, wrap the cake with plastic wrap and store in the refrigerator. Just make sure that you bring the cake to room temperature before eating.

Other Layer Cakes (Carrot, German Chocolate, Strawberries and Cream and Summertime)
These cakes taste best when served at room temperature so if you plan on serving the cake within 8 hours of when it was purchased, the cake can be left in its box and doesn't need to be cooled. However, if the cake is being served more that 8 hours from time of purchase, it should be stored in the refrigerator until 4-6 hours before the planned serving time and then allowed to come up to room temperature.

Cakes containing fresh fruit, custard or whipped cream (Aphrodite, Boston Cream Pie, Cheesecake, Chocolate Delirium, Chocolate Midnight, Cold Fudge Sundae Cake, Fruit Tarts and Strawberry Whipped Cream Cake)

These cakes should be kept refrigerated until being served or up to 1 hour before. If you are lucky enough to have some cake left after it has been served, wrap the cake with plastic wrap and store in the refrigerator.

Fruit Pies
These items can be kept at room temperature for a few days. We then recommend heating in a 300 degree oven for 20-30 minutes before serving. While these desserts do not freeze well, they can easily be stored in the refrigerator for up to a week and then and reheated for enjoyment.