FAQ

Frequently Asked Questions!

Welcome to Do You Bake?  Below you will find a collection of common questions and answers all about us and our products!  We look forward to meeting your foodie and lifestyle needs. Thanks for shopping with us and your amazing ambassador!

 

Where We are Located:

We are located in both the USA and Canada.

 

About our Products:

Our products are natural products. They are free from extenders, additions, additives, preservatives, fake colors.  We do NOT use anti-caking agents you may find in other products.  Our products MAY slightly clump (especially when using brown sugar)and this is NORMAL! A natural product with sugar can clump slightly.  The clumping will dissolve as you add your wet ingredients. Our products are also currently manufactured in small runs.  They are within most cases manufactured within 1 to 2 weeks of you receiving them, and often even less time, and thus you can be confident your product is fresh! 

Our products are manufactured according to GMP. Our products are natural products. Weights may vary from package to package in accordance with the utilization of our natural products. Weigh limit tolerances have been tested to ensure quality standards are met within 20% stated weight on the package.

Question:  I received a product that I have been ordering for a while, but it looks a different color. Did something change?

Answer: If in doubt, please email our support team and they can help answer your product questions whether we have changed a specific product you have been ordering! support@doyoubake.com is the best way to get in touch

However! In many cases, the color changes are just because we use natural products instead of artificial colors and product 'color' can bleed in time.  Here are a couple of examples!

In our broth mixes available in the winter we use turmeric in all our mixes.  The turmeric darkens over time and bleeds into the rest of the blend.

Because it's a natural product, the dye in a natural hue like turmeric will change over time.

Another great example is our enchilada dip. If you receive one that has been made within days it will look grey. Over time it changes from grey to lighter orange to super bright orange.

When using artificial colors everything will look the same all the time without variability but natural products will change in color and appearance over time

Many of our products can arrive at you fresh, some will sit longer on our shelves and will change color as the natural colors found in turmeric or paprika, or even spirulina bleed into the other ingredients and cause color hue changes

Question: What is the shelf life of our products

Answer:Our products have a shelf life of 10 to 12 months. Products that contain YEAST may shorter shelf life.  Products that contain NUTS  have a 90 day shelf life.  If you cannot locate your expiry date and would like to know the best by date, please submit a ticket (or email) our customer support team at support@doyoubake.com

Do not eat or play with raw dough or batter that contains flour. Wash hands, utensils and surfaces after handling.

Food Safety Advisory - Products that contain raw flour is not ready-to-eat and must be thoroughly cooked before eating to prevent illness from bacteria. Do not eat or play with raw dough; wash hands, utensils and surfaces after handling.

Storage Instructions -

Store products in a clean, cool and dry area away from strong odors. Recommended storage conditions are 16C - 20C and 60% relative humidity

Consumer Support Policy

Our customer support team are all trained on what to expect and have customer service experience. We understand sometimes you may get frustrated but we draw the line at getting personal and foul language. All staff at our organization have the right not to be subjected to any behavior/abuse that includes.

1 - Threats of physical harm or violence

2 - Inappropriate religious, cultural or racial insults

3 - Homophobic, sexist or other derogatory remarks

4 - Name calling, foul language

If a customer engages in any of the above ways, yells, uses profanities or becomes threatening, our customer service staff will end the interaction if this type of behavior continues. 

About our Shipping:

on average, orders are shipped within 5 business days (working days) after the date the order is placed. During the end of month order processing, delays of up to an additional 5 business days in processing may occur. Our products are packaged and developed by us and thus during periods of growth, delays may occur. 

The company reserves the right to ship multiple orders in one box if being shipped to the same recipient. Shipping fees in said circumstances are not refundable.

At any time should you wish to find the status of your order out email our support team at support@doyoubake.com

In Canada, we do not ship to PO Boxes. Please always use a street address for your shipping address.

Shipping Fees Schedule -

Our shipping prices for 2022 are as follows.

If a FSAO (free shipping add on product) is added to your order, shipping is always 0.

Canada:
·        For all orders under $300, standard shipping price of $13.95
·        For all orders over $300, standard shipping price of 7% of order total
*Surcharges apply to Yukon, NWT, Nunavut

USA
·        For all orders under $300, standard shipping price of $8.95
·        For all orders over $300, standard shipping price of 5% of order total
*Surcharges apply to Hawaii, Alaska

Lost Orders :

From time to time a package may become lost or missing.  Please contact the shipping carrier used to initiate a trace on your package.

In the USA

USPS - Track your package HERE or CONTACT USPS HERE

UPS -Track your package HERE or CONTACT UPS HERE

In Canada

Purolator - Track your package HERE or Contact Purolator HERE

UPS - Track your package HERE or Contact UPS HERE

Canpar - Track your package HERE or Contact Canpar HERE

FEDEX - Track your package HERE or Contact FedEx HERE

You may also email customer service: support@doyoubake.com for a tracking update.

Once an order has left our facility, it is the customer/ambassador's responsibility to track the order. In case of any of the following problems, it is the responsibility of the client/ambassador to inform Do You Bake within 48 hours after being shown as delivered in the carrier:

1. package not received even though the carrier has informed that it was delivered

2. damage to your order

3. missing products in your order Once the 48 hours have passed, Do You Bake will not be responsible for the issue and we will not offer refunds, reshipments, or credits.

If the package is not received even though the carrier has informed that it was delivered, a trace will be opened with the carrier. We will need to wait until the carrier makes their investigation before we can offer a resolution on your order. Once the carrier has officially deemed the order lost and unavailable for delivery the company (subject to their discretion) may offer the customer: a) a full order replacement b) a product credit or c) a refund.

Incorrect Shipping Address

If you entered an incorrect shipping address, please notify us of the requested change immediately. We are only able to make changes to your shipping address prior to shipping your order. We cannot offer a refund if you notify us after the order has been shipped to the original address.

Damage Claims:

If you have a damaged package or product please email support within 48 hours of receiving your shipment - support@doyoubake.com with the following information

1. Your Order ID

2. Your Name

3. Details about the damage

4. A photograph showing all damage. This MUST include photographs showing the exterior box, interior of the box, photo(s) of the damaged product and packing material used for your order.

In most cases, you'll be able to choose to get a refund or have a replacement sent to you. If the replacement option is not available, the company will issue a refund.

Missing a Product

If you are missing a product, you must report the missing product within 48 hours after receiving the order by submitting a ticket or emailing our support team at support@doyoubake.com. Once the 48 hours have passed, Do You Bake will not be responsible for the issue and we will not offer refunds, reshipments, or credits.

If you have another order that has not yet been processed, the missing product may be added to this order to be shipped. Otherwise, you will have the option to choose between a product credit or a refund for the missing product.

If you are missing a FREE promotional product, the organization will add a CURRENT promotional free product in your next order. We do not offer refunds or product credit for missing free promotional products.  Free promotional products are available while quantities remain.

If you are missing a FSAO and you have another order in the queue, the item can be added to that order. If not, the support team will offer you a product credit or a refund. Please note that product credits and refunds for FSAOs are issued less shipping costs.

Short Shipped Orders:

Some orders may ship short of your entire order. Whenever possible we will add the short shipped product to another order we have in the queue for you.  If the product is unavailable for shipping we will give you the option to choose a refund or a product credit for the product we did not ship.

Order Returned to Sender

If an order is returned to sender (our warehouse) and it was the fault of the carrier service, the company (Do You Bake) will, at no cost to the customer, reship the order. If the order is returned to the sender because the customer has failed to sign for, receive or pickup the order in accordance to the carrier's terms and conditions, the sender will resend the order again and the customer will be billed for shipping. If the customer elects not to have the order reshipped, the company (Do You Bake) will refund the order less shipping. If customer has paid for a free shipping item, the order will be refunded less twenty dollars.

About Order Issues:

For any order issues please email our support team: support@doyoubake.com and we will work to resolve any order issues as expediently as possible. You will hear back within 1 business day of sending an email to us.

If a product is missing from your order, we the company reserve the right to add the product to either a) add product as an addition to another order we are processing for you or b) provide you with a product credit or c)a refund for the missing product.

Why some orders take longer to ship than others:

Towards the end of the month, we see a massive order spike. Due to the sheer growth and unanticipated mix of products being ordered the last 2 to 3 days of each month, our raw materials supplies for those monthly products run out. In said circumstances, we must procure additional raw materials to complete orders. This, in turn, can cause an end of month order delay for the short run of products we must complete to finish those last orders.

About order or product returns:

An order may be returned for full refund within 14 days of receipt of the order.  The consumer must return the order to our corporate address. All shipping charges related to the product return is at the expense of the consumer. 

Any product not received in a saleable condition may be refused by the corporation. Any product received must be in a saleable and unopened or non-tampered state.

We reserve the right to limit or refuse any refund or exchange.

*Please note that we cannot offer a refund or exchange for any food purchase older than 14 days of receipt of the order

About Currency Exchange Refunds

All orders from Canadian Customers are processing in CAD. Canadian Currency.  Our website offers shopping experiences for BOTH Canadian and American Customers. If you are Canadian, make sure you change your CURRENCY symbol on the top of the website to CAD to insure you are charged in Canadian Dollars.  When selecting PAYPAL as a Canadian customer, make sure you select the Canadian paypal option. 

If you make a mistake and are charged USD instead of Canadian dollars, please email our support team and they will have finance process your currency exchange refunds. Currency exchange refunds are processed within 10 business days. They are processed at the CURRENT exchange rate. We cannot be held reponsible for currency rate fluctuations that may have occured since the time of processing. We are also not responsible for refunding currency related bank charges and fees.

Why Do I Have 2 Charges on My Credit Card/Debit Card Statement

When you place most online orders, your order is first "pre-authorized" on your card. This means that the money is being held by your bank, but not charged by us, until the order is confirmed and in our fulfillment process. At that point, the pre-authorized amount is released and then the charge goes through. This can take up to 7 days. 

About our Gluten-Free Products:

We do not have gluten-free certification. Many of our gluten-free products are naturally gluten-free and are processed in our facilities that also have wheat.  We do not run our gluten-free products on our same line of products with wheat but they are present in our facilities that carry wheat. We do not guarantee our gluten-free products are safe from wheat.

 

Allergen Details:

Our facilities do have peanut, coconut, almond, milk, wheat, sesame, soy, mustard present.  While we work hard to minimize cross-contamination, it is always a possibility. We offer zero guarantees to cross-contamination and although we take care and precautions to try and minimize any allergen cross-contamination, we absolutely 100% cannot guarantee it.  If you suffer from allergies of any of the above ingredients, please be aware that we do not process any product in a separate facility and our products may not be suitable to you if you have allergies to the above ingredients and are concerned with cross-contamination.

How we display our allergies on our product packaging - in accordance with the FDA, cited below

The law allows manufacturers a choice in how they identify the specific “food source names,” such as “milk,” “cod,” “shrimp,” or “walnuts,” of the major food allergens on the label. They must be declared either in:

 

  • the ingredient list, such as “casein (milk)” or “nonfat dry milk,” or
  • a separate “Contains” statement, such as “Contains milk,” placed immediately after or next to the ingredient list.

 

We as a company list all and every ingredient as part of our consumer nutritional labeling and packaging.  We often (but not always) list allergen's present on the "CONTAINS" section of our product packaging. Although we make every effort to duplicate our allergen information on packaging, it may only be present and found in the ingredients listing.  If you suffer from allergies please make sure you read our ingredients listed on the packaging thoroughly before using.

We offer our nutritional information on our products online. If you are in doubt or cannot find our nutritional information for a product and would like us to locate it for you, please email our support team at support@doyoubake.com

About our Wellness Products:

We offer a line of wellness and health products that may fit into your dietary needs.  Our products are functional food products (aka real food, real ingredients derived from real sources to help you achieve your own health goals).  To that end, we use only real food, real ingredients without added supplementation.

If in doubt, please check with your physician or primary care provider to make sure you can use a product with specific ingredients noted in our ingredient and nutritional declaration tabs.  Speak directly with your primary care physician before consuming any product that has any ingredient you may not know if it will affect your health and health status or if it will interfere with medication.  If you have a concern about any natural ingredient or wellness product including but not limited to maca root powder, mushroom powder, protein powder, collagen, psyllium husk, flax, beetroot, branch chain amino acids, spinach, spirulina, sea vegetables, super greens and among others as listed in our nutritional and ingredient declaration forms on our products that may use these superfoods, please check with your primary care physician.

We are not healthcare providers and we do not treat or cure health-related concerns.  For all health-related concerns please check with your primary care physician/provider/doctor for any ingredient questions as it relates to your personal health situation.

Our products have NOT been evaluated by the FDA. Our products are NOT meant or intended to diagnose, treat, cure, or prevent any disease. Our products are thus NOT approved by the FDA

If you are pregnant or breastfeeding we recommend you check with your doctor before purchasing and consuming any of our wellness products.

These statements have not been evaluated by the Food and Drug Administration. 

About our Weight Loss Shred Program + Products:

Do You Bake Inc (CA, USA) shall not be held liable for the medical claims made by customer testimonials. The statements made regarding these products have not been evaluated by the Food and Drug Administration. The efficacy of these products and the testimonials made have not been confirmed by FDA- approved research. These products are not intended to diagnose, treat, cure or prevent any disease. All information presented here is not meant as a substitute for or alternative to information from health care practitioners. Please consult your healthcare professional about potential interactions or other possible complications before using any product. The Federal Food, Drug, and Cosmetic Act require this notice.

These statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure, or prevent any disease or ailment. Do You Bake Inc (CA, USA) assume no responsibility for the improper use of these products, we recommend consulting with a qualified medical doctor or physician when preparing a treatment plan for any and all diseases or ailments. Do You Bake Inc does not make any health claims about our products and recommend consulting with a qualified medical doctor or physician prior to consuming our products or preparing a treatment plan. It is especially important for those who are pregnant, nursing, chronically ill, elderly or under the age of 18 to discuss the use of these products with a physician prior to consuming.  You must be 18 years or older to visit this website and/or purchase Do You Bake? Wellness or Shred Program productsThe information on our website is intended to provide general information regarding our products and is not to be construed as medical advice or instruction.

 

About our Best By Labels and Dates Practices:

We print our packaging boxes in very large print runs to reduce paper costs and save you money on product pricing!   They include best by dates at the time of initial printing that will take us through a few months of production capacity. After that, we add a new date label to extend the date to the true best by date of the ingredients. 

We constantly manufacture our products. We are not warehousing large quantities of products that sit for years and we do not spray our products with oils to artificially extend their shelf-life (even if the oil is natural).

While we do not make our products fresh to order (that would be highly impractical and would take a long time for you to receive your order), our products are currently processed in smaller batches (some even handcrafted!) as opposed to super large batches you may often find with large manufacturers and thus our products do not sit on shelves for years before they make it to your home. 

Our product best by dates can vary from product to product and time of purchase and can vary when you purchase the same product based upon our small batch cycles. 

The stick-on labeled date reflects the current best by date of the product produced inside the box. 

Please note: this is not a relabeling date of old products. We never relabel any product with a new date.   We would never do that.  We are simply updating predated boxes which are obsolete.  

Unsure if it's our label? Contact us! support@doyoubake.com with a photo and we can ensure and verify label authenticity!

 

For Ambassadors / Direct Sales Independent contractors:

Please refer to ambassador agreement & Ambassador policies & procedures for full code of conduct details

Ambassador contract may be considered immediately void if

1 - You lie, cheat and steal from customers

2 - You induce others to join your team making false income claims and promises. Income is determined by sales and team commissions. It takes hard work to earn money. This is not a get rich quick scheme and representing it as such would be a false and gross misstatement

3 - Stealing other ambassadors customers or team members

4 - Stealing unassigned ambassadors. Inducing unassigned ambassadors to join your team when you did not recruit them initially

5 - Bullying in any form

6 - Displaying racism and hate. We are an organization that strives to maintain a culture where doing the right thing means that hate, racism, and discrimination have no place here.  We are an organization that encourages and promotes diversity and inclusion.

 

According to Canadian Food Labeling:
Voluntary Declaration
Foods with a shelf life greater than 90 days (e.g., cereals, semi-dry cured or dry-cured sausage, etc.) are not required to be labeled with a "best before" date and storage information or a packaging date and durable life information.

http://www.inspection.gc.ca/food/labelling/food-labelling-for-industry/date-markings-and-storage-instructions/eng/1328032988308/1328034259857?chap=1#s2c1

 

Similarly in USA FDA requirements:

Voluntary Declaration

With the exception of infant formula, the laws that the Food and Drug Administration (FDA) administers do not preclude the sale of food that is past the expiration date indicated on the label. FDA does not require food firms to place "expired by", "use by" or "best before" dates on food products. This information is entirely at the discretion of the manufacturer.

The company policies, procedures, and FAQs are subject to change without prior notice. For an up to date FAQ and policies and procedures please refer back to the sections contained here within on our website.