F.A.Q.
Ordering
How do I know if my order went through?
You will receive a confirmation email after your order is placed. If you are unsure contact us by phone at 540-898-2173, or email us at pbakerycakes@gmail.com
Why won’t my order go through?
Make sure after adding your credit card information you add your personal address in the space below it. The billing zip code associated with the credit card being used is required in order for your order to go through, for security purposes. If you do not enter your own address in the space below your credit card information it will use our address. When it does that if your zip code is not the same as ours (22401), then your card will not allow the transaction to be processed.
What days and times are you open?
We are open Tuesday through Saturday from 5:30AM until 2:00PM. These days may change during major holidays. Please contact the bakery or see our Facebook page for more details.
Do you deliver?
No, we do not deliver, we are pick up only.
Do you ship?
No, we do not ship, we are pick up only.
Why can’t I order for pick up earlier than 6:30?
Due to the timing of completed donuts, as well as orders that need to be filled, our pick up hours are from 6:30AM to 1:00PM. All orders must be placed 24 hours in advance.
Why do you require 24 hours notice on orders?
We require 24 notice on all orders to ensure we are able to prepare for the following day to the best of our abilities.
Can I place a phone order?
No, we do not take phone orders. Orders can be placed online at paulsbakery.com or in person at the bakery. If you are having difficulties placing your order online please call us at 540-898-2173 or email the bakery at pbakerycakes@gmail.com for assistance.
How can I get in touch with the bakery if I can’t get through on the phone?
If you are unable to get in touch with us by phone, you can reach us at pbakerycakes@gmail.com. We will get back to you as soon as we are able.
Why are there several charges on my card from attempting to place an order?
Each time you try to place an order and it does not go through it may show up under pending transactions on your online card account. Only completed orders will be processed. If you have any concerns or questions please contact us via phone at 540-898-2173 or email us at pbakerycakes@gmail.com
How far out from my event can I place an order?
The farthest out that you are able to place an order is 30 days from pick up. We do require at least 24 hours notice on all orders. If your order is large we do ask that you give us more than 24 hours notice when possible.
I missed the 24 hour order cut off, can I still place an order?
All orders require 24 hours notice. We have fresh product in the store every day we are open.
Do I have to wait in line when picking up an order?
If you are only picking up an order and not purchasing any other products you do not have to wait in line. There is an area for order pick up to the back right when you enter the bakery. If you would like to pick up and make another purchase we do ask you to please stand in line to be fair to others who were inline waiting to purchase products before you.
Can I place an order through email?
No, we do not take any orders through email as all orders require you to pay in advance. Please place your order online or in person. We are happy to answer any questions you may have via phone at 540-898-2173 or email at pbakerycakes@gmail.com
Do I have to prepay for my order?
Yes, all orders must be prepaid at least 24 hours in advance.
Can I make adjustments to my already placed order?
You can make adjustments to an order up to 24 hours before the pick up time.
Can I pickup curbside if I am unable to come in?
Yes, we do our best to make accommodations for those who are unable to come inside to pick up an order. Please call us at 540-898-2173 upon your arrival and we will bring out your order.
Can someone else pick up my order?
Yes, just have them give us the name used on the order. Orders may be under the name on the credit card used at the time of purchase.
What happens if I forget to pick up my order on the chosen pick up day?
If an order is not picked up it stays on our pick up shelf for the next day. After 2 days of not being picked up pies and cakes are frozen and pastries and donuts are discarded. We do not offer refunds on items that were not picked up.
Can I pick up my order earlier than the time I selected?
Please call 540-898-2173 or email the bakery at pbakerycakes@gmail.com to find out if your item is able to be ready before the pick up time given.
Can I call and get something set aside for same day pickup?
To be fair to all of our customers all items are first come first serve if not ordered ahead.
Cakes / Cupcakes
Do you make sheet cakes?
No, we no longer make sheet cakes.
What size cakes do you make?
8 inch rounds are the only size and shape we make. This cake serves 8-10 people.
Can you put a cartoon character (or anything with a copyright) on a cake?
No, we cannot put anything with a copyright on a cake.
Can you put a photo on a cake?
No, we no longer have the machine that prints edible images.
Can you write on a dinner or delight cake?
No, our dinner cakes come just as you see in the photo and cannot be written on.
Can you put fruit filling inside a regular decorated cake?
No, we put the same icing inside as requested on the outside. If you would like a fruit filled cake you should order a delight cake.
Do you sell cake slices?
Yes, when we have cakes available to cut on Tuesdays, Wednesdays and Thursdays.
Should I refrigerate my cake?
No, our cakes are best kept at room temperature. Refrigerating our cakes can dry them out.
Can a cake be frozen?
Yes, our cakes freeze quite well. We suggest a max freeze time of 3 months.
How many roses come on a cake?
A standard rose cake has 3 roses and an extra rose cake (additional charge) has 6.
Where can I see what cakes you have to offer?
You can see the designs we make at Paulsbakery.com.
Can you make a specialty decorated cake I saw a photo of online?
We mostly offer simple traditional decorations on our cakes. We do not draw on our cakes, put decorations on the sides, or use fondant. If you have questions about a simple design idea, you can email us a photo at pbakerycakes@gmail.com or bring the photo in store.
Do you offer cupcakes with filling?
No, our cupcakes do not come with any fillings.
Can you write on cupcakes?
No, we do not write or draw on cupcakes.
Can you make gender reveal cake or cupcakes?
We make a gender reveal cake but not cupcakes.
Can you put my cake in a bag?
No, we do not have bags that are made to carry cakes.
Can I get a cake iced completely in a colored icing?
Yes, we do offer cakes iced in a color for an additional $10. This is an in store request as we are unable to add it to our online website at the moment.
Are there prepared cakes/cupcakes available for immediate in store pick up?
Yes! We make a variety of fresh cakes each day for immediate in store pick up. The flavors available are yellow, chocolate, and half & half (one layer of chocolate on the bottom and one layer of yellow on top). Decorations may vary.
Can you write on a premade cake we pick out in store?
Yes, it only takes a couple of minutes to write on a cake you picked out in store.
Can you write on your cakes in a mixture of colors?
No, we write on each cake in one color only.
Do you make wedding cakes?
The wedding cakes that we make are 8 inch double layer. We have a few classic rose designs. Many customers use this as their ceremonial cake and choose our rosette cupcakes (found under specialty flower cupcakes) to serve their guests. You can see these at paulsbakery.com.
Do you make tiered cakes?
No, we only make 8 inch double layer cakes.
Can you put something I bring in on my cake?
No, health regulations do not allow us to add an item brought in by the customer to any of our products. We can, however, leave space for the item to be added by the customer once they get their cake home.
Online can I select my cake design by only clicking on the photo?
No, you must use the drop down box to select the design you would like on your cake. The corresponding photo will appear once you make that selection. Simply clicking on the photos only gives you a preview and will result in an order of a plain border only cake as that is the default choice.
Donuts
Can I walk in and get donuts or do I have to place an order?
You are always able to walk in during business hours and choose from the donuts we have available in the case. If you know you will be coming in later in the day, and want to guarantee you get the donuts you would like, we do suggest placing an order online, 24 hours in advance at paulsbakery.com.
Is there a limit to how many donuts I can buy?
No, you are able to order or pick up as many as you would like. If you would like a large amount early in the morning we do request contacting us before placing your order to ensure we will be able to have them all ready in time.
Why do you run out of donuts?
Each day we do our best to make an educated guess of how many donuts to make based on orders, time of year, holidays and local events, and past sales. We are unable to know exactly how many we will sell as customers are able to walk in and order as many as they would like. Some days we have leftovers and some days we run out. We try our best to not run out early, but are unable to know exactly how many will be purchased any given day.
What do you do with any left over donuts?
We donate any left over donuts to first responders, such as fire stations, police stations, hospitals, doctors offices, etc.
Can I special order a donut that is not on your menu?
If the donut you would like is made with toppings and/or fillings we already have then we may be able to make it. Special orders are to be made in an amount of at least a dozen. Any questions as to what special donuts we can make can be sent to pbakerycakes@gmail.com or asked via phone at (540) 898-2173.
Can you write on donuts?
No, we only write on our cakes.
Is there filling in the chocolate sprinkle, or chocolate iced donut?
No, any chocolate topped donut is simply iced over the entire top of the donut.
Do you offer a baker’s dozen?
No, our donuts get cheaper as you get more up to the amount of a dozen. You can order a dozen at the discounted dozen price, but a single extra donut will be at its regular price.
Is it cheaper to get more donuts?
Yes, donuts get cheaper per each as you get more. Price breaks are found at 3 donuts, 6 donuts, and 12 donuts.
Are donut holes counted as a donut?
No, they are a separate price from the donuts and are sold in increments of six,
Do any of the donuts cost extra?
The only donut that costs extra is our gourmet donut, maple bacon.
Pies
Can you write on a pie?
No, we only write on our cakes.
Can I get a custom pie?
No, we only offer the pies you see available online or in store. These cannot be altered.
Do you sell pie slices?
No, we only sell whole pies.
Do you keep creme pies in your case regularly?
Creme pies are generally made only upon order. If we have an order for a creme pie we often make an extra for the case to be available to walk in customers.
What pies are seasonal?
Our seasonal pies are: Summer- Peach, Blueberry, & Key Lime
Fall/Winter- Pumpkin, Pecan, & occasionally a seasonal pie of the baker’s choice.
Can a pie be frozen?
Yes, our fruit and meringue pies freeze well.
Éclairs
Can I get an éclair without chocolate on top?
No, we only make our éclairs with chocolate icing on top.
Can the éclairs be filled with buttercream?
No, we only make our éclairs the one way, with custard filling.
Are the éclairs cheaper when you buy more?
You get a discount on éclairs when you buy them in amounts of 4 or 6.
Brownies
Can I order brownies without nuts?
No, we only make our brownies with walnuts.
Can I get brownies without chocolate icing?
No, all of our brownies are iced with chocolate icing before being cut into pieces.
Do you have gluten friendly brownies?
No, we do not have any gluten free items.
Cookies
When do you make the cut out shaped sugar cookies?
The cut out shaped sugar cookies are made only during certain holiday seasons. Those are: Fall/Halloween, Christmas, Valentines, and Easter. We may occasionally do other holidays.
What flavors of cookies do you offer?
We currently offer chocolate chip, oatmeal raisin and sugar cookies. During the fall and winter we offer ginger spice cookies as well.
Do you make a cookie tray?
Yes, we offer one size cookie tray that comes with 4 dozen cookies. You can chose each dozen from the cookies we have available during that season. Our sugar cookie dozens can also be topped with colored sugar of choice.
Other
Do you offer any gluten free items?
No, we do not offer any gluten free items.
Do you offer any sugar free items?
No, we do not offer any sugar free items.
Do you offer any egg or dairy free items?
No, we do not offer any egg or dairy free items.
Do you use nuts in your store?
Yes, we use walnuts, pecans and peanut butter in some of our products. All products are made on the same surfaces.
Why do you stop making certain products?
Product availability changes based on sales of products, availability of ingredients, as well as customer feedback.
Do you offer any discounts like military or bulk purchases?
No, unfortunately as a small business we are unable to offer any discounts on purchases.
Do you have nutrition labels?
No, we do not have any nutrition labels but we do have ingredient lists for many of our products.
Can you place a tax exempt order online?
No, we are only able to provide tax-exempt receipts when orders are placed in-store.
Can I buy a gift card online?
No, gift cards are only available in store.
Are the pastries (turnovers, muffin tops, brownies, etc.) considered a donut?
No, pastries are a different price than donuts.
How can I get in touch with a manager?
You can reach a manager by phone at 540-898-2173 or email at pbakerycakes@gmail.com
What should I do if my order is incorrect?
If your order is incorrect please call us at 540-898-2173, email at pbakerycakes@gmail.com, or return to the store during business hours.
Do you offer party trays?
Yes, we offer donut party trays as well as cookie party trays.
Can I bring my pet or emotional support animal into the bakery?
No, since state and federal laws don't recognize them as service animals, owners of public accommodations in Virginia aren't required to admit emotional support animals, pets, or companion animals. Only service animals specifically trained to aid a person with a disability are welcome.
What is your cell phone policy?
We ask that customers refrain from holding personal conversations while at the counter ordering and paying for their product. It is important to us that customers and staff are able to communicate effectively.