Please know that our icing studio adheres to the strictest standards of best sanitation practices. Sugar Rex® is not a venue that is open to the public, but rather schedules a handful of collections each week from clients, like yourself, who are receiving their custom orders from us. We are also a small operation, with most daily tasks being conducted solely by Tiffany, which aids her in personally guaranteeing these high standards are met on a daily basis.
We request that if you are coming to the studio to collect your order that you feel as though you are in good health, in as much as we will not fulfill your order, if we suspect our own health to be compromised.
Orders that have been paid for in full are able to be rescheduled to a later date, as needed, and if we’ve not begun work on them. If you suspect you may need to reschedule your event, please let us know in the first instance.
Holding Deposits that have been placed to reserve dates in our calendar are also able to be rescheduled pending availability on the new date.
Please know, as a small business, we are unable to offer full refunds for event cancellations; however, we will credit you the amount of your order towards a future date and/or event, if we’ve been provided sufficient notice and have not begun work on your order.
I want to thank you for supporting small businesses during this unpredictable season with a currently unforeseeable future end date.
WHERE ARE YOU LOCATED?
Our icing studio is located in Herndon, Virginia! Please know that this is not a retail storefront, but rather a “By Appointment Only” workspace, where we host classes, schedule tastings and pick ups, and decorate your orders.
DO YOU DELIVER?
Orders over $800 are eligible for delivery for a fee. Fees vary depending on where in the DC Metro Area and the time of day we are delivering.
DO YOU SHIP?
Unfortunately, we are not currently shipping orders. But watch this space or follow us on instagram, as we’d love to be able to offer some of our products soon to our online friends!
DO YOU HAVE A MINIMUM ORDER?
Our minimum order requirements vary depending on which product you’d like to order. On our individual product pages, we’ll tell you how many you’ll need to order, but you may find you WANT to order more.
HOW DO I PLACE AN ORDER?
It’s easy! Check out our seasonal shop, which allows you to order pre-designed desserts online and in time for your holiday parties, or you may place a custom order! For custom desserts, please fill out our online order form, so we can begin sweetly dreaming of special desserts designed with your party and budget in mind.
If completing our online order form, please allow up to 72-hours for a response. Expect a slower response time between Thursdays-Saturdays. If you have a quick question, give us a ring at: (703) 944-4498.
HOW DO I PAY FOR MY ORDER?
Save your cash, we take card. Orders from our seasonal shop must be paid for online before collection. You’ll be able to schedule your collection date and time with us at check out.
Custom orders will be invoiced separately, so you can review and approve your custom order details before submitting payment online. We do not begin custom work until invoices have been paid for in full.
Please know, we book custom orders on a first-paid basis. You may choose to put down a holding deposit to reserve a future date in our calendar. All holding deposits are non-refundable; however, the funds do count towards the final cost of your order.
WHAT’S YOUR LEAD TIME?
The two basic rules are: the earlier the better AND it never hurts to ask.
Typically, we recommend that you reach out to us within 3-4 weeks of your event date. This lead time does increase around wedding season and the holidays. But life happens and sometimes we get cancellations or party dates get changed, so it never hurts to reach out and ask!
WHAT’S YOUR CANCELLATION POLICY?
All sales are final as our products are all handmade and perishable. However, if for some reason you need to cancel your order before it’s been prepared, we’ll happily credit your order towards a future booking with us.
IF I’M DOING A BLINDFOLDED TASTE TEST, HOW WOULD I TELL THE SUGAR REX COOKIE APART FROM THE REST?
Texture + Taste. You know those crumbly, soft cookies from the grocery store that last 6 months on your counter, but you bought anyway because no one was looking? Not like that.
You know that Christmas sugar cookie you accidentally rolled too thin and thought maybe it could double as a tortilla chip, not like that either.
We like a buttery, dense cookie that bakes and remains soft, but sets up firm to hold in the rich salty-sweet flavor of real butter and real vanilla. Now top it with a crunchy, sweet royal icing and we’re probably only offering to share this cookie to be polite.
HOW DO YOUR DECORATED COOKIES COME PACKAGED?
All hand-iced cookies come individually packaged in clear, air-sealed bags at no additional cost to you unless otherwise advised. We do also offer ribbon-tied bags for an additional $1/cookie.
HOW LONG ARE YOUR DECORATED COOKIES GOOD FOR?
We recommend that all bagged, hand-iced cookies be enjoyed within two weeks of receiving them from when they’re the most fresh. Some clients have frozen their cookies for up to three months to enjoy at a later date!
ARE YOU HIRING?
I’m always on the lookout for passionate people who can speak to what they’re good at and know what they want. We’ll train anyone that’s eager to learn and serve. Shoot an email to: firstname.lastname@example.org with a resume and cover letter explaining why you’d like to come work for us and your go-to dessert when baking for friends or family.
DO YOU HAVE ANY INTERNSHIP OPPORTUNITIES?
Time is life’s greatest gift. If you’d like to spend your hours with us, we won’t disrespect your time, sister! But we might ask you to roll up your sleeves and pick the Pandora station for the day. All internship inquiries should be sent to: email@example.com with an explanation of why you’d like to join our team!