Frequenly Asked Questions

CAKES
  1. Which cakes do not contain gelatine?
    Black Forest, Opera Strawberry Square, Brownie, Fairlady and our Licensed Character Cakes do not contain gelatin.
  2. Any dairy-free or egg-free cakes?
    Our cakes contain eggs and dairy, which may not be suitable for vegetarians and vegans. For any other allergen, it is listed in the individual product’s description.
  3. What’s the serving size for your cakes?

    Cake Size Serving Size*
    Petite 3-4 pax
    Regular 6-8 pax
    Large 10-12 pax
    Extra Large 20-24 pax
    Super Large 30-36 pax
    Jumbo 40-48 pax
    Super Jumbo 50-60 pax

    *To be used as a guide, serving size may vary based on consumption per pax
ORDERING
  1. How do I place an order?
    Kindly place your order 3-7 days in advance through our website, or at any of our retail outlets.
    Please note that ordering and collection outlet need not be the same, and a deposit is required for order confirmation at our retail outlets.
    Kindly refer to our order lead time terms and conditions here.
  2. How do I order a Photocake?
    Kindly place your order at our outlets 3 days in advance with our staff and email your image to photocakes@polarpuffs.com.sg with the order number you received from our outlet.
    Alternatively, you may order your Photocake here
    Kindly refer to the usage of images terms and conditions here before ordering.
  3. Can I cancel or change my orders?
    Strictly no cancellation will be permitted once the order has been confirmed with payment. Kindly refer to our cancellation terms and conditions here.
    Any amendments or changes to confirmed orders will be required at least 2-3 working days in advance with a wastage cost of $10. All ingredients and products are produced upon your full payment and confirmation, any changes will result in wastage costs. Kindly refer to our detailed terms and conditions here.
  4. I have received a wrong order, what should I do?
    Kindly write in to orders.mgt@polarpuffs.com.sg with an image of the wrong order received and your order number, and our team will assist you.
POLARIS MEMBERSHIP
  1. How to apply Polaris 10% discount and 20% birthday discount at your outlets?
    Please inform our staff of your membership and contact number, and they will assist you with the discount.
  2. How to apply Polaris 10% discount on your website?
    Please log into your Polaris account and the discount will automatically be applied upon check out.
  3. How to apply Polaris 20% birthday discount on our website?
    Please log into your Polaris account, add items to cart and apply the promo code upon checkout.
    Kindly note that our 20% Birthday Discount is applicable for whole cakes only, excluding Licensed Character Cakes, Photocakes, and 3D cakes.
  4. Why didn’t I receive my birthday discount promo code?
    Members should receive an email to their registered email address with the promo code, do check your spam/junk folders. *You may request for a resend of the promo code via contact form.
  5. Why doesn’t the promocode work?
    Please ensure that you are logged into your Polaris account, as the promo code is applicable for selected members only.
  6. How do I renew the membership?
    Polaris membership will automatically be renewed at the end of the membership period.
SELF COLLECTION
  1. Can I order online and do self-collection?
    Yes, you may order online and opt for self-collection (except 3D cakes) at selected outlets. There are no charges for self-collection.
VOUCHER ENQUIRIES
  1. Can I extend expired vouchers from Polar Puffs & Cakes?
    Strictly no extension of the voucher’s validity will be permitted. Kindly refer to our vouchers’ terms and conditions here.
  2. Can I extend expired vouchers from Polar’s partners?
    Please approach the respective partners to request for an extension.
  3. Are vouchers from Polar’s partners redeemable online?
    Vouchers from our partners are redeemable only at our retail outlets. Kindly refer to your voucher for the redemption details, and terms and conditions.
PHOTO CAKE
  1. How do I order a Photocake?
    You may order your Photocake through our website here. IMPORTANT NOTE: Kindly refer to the usage of images terms and conditions here before ordering.
    Alternatively, you may place your order at our outlets 3 days in advance with our staff and email your image to photocakes@polarpuffs.com.sg with the order number you received from our outlet.
  2. Is my order confirmed after I made a payment for the Photocake order?
  3. No. All orders that contained a Photocake will be on pending status for our team to review the image submitted. Should there be no infringement of copyright for the submitted image, you will receive a separate email order confirmation.
  4. Why is my image rejected for my Photocake order?
    All Photocake orders are required to follow a strict guideline on the infringement of copyright, which is against the law. We reserve the rights to reject any order that is against our policy.
  5. What to do if my image is rejected for my Photocake order?
    An email will be sent to your registered email address with a link for re-submission of an alternative image. Our team will review the submitted image, if it falls within our guidelines, an order confirmation will be sent to you.
  6. IMPORTANT NOTE: The link will expire within 24 hours. If there is no further action from you, we will proceed to cancel the order.
  7. Should you decide not to submit another image, or proceed with the order, you may email photocakes@polarpuffs.com.sg with your order number to inform us of the cancellation.
  8. Any cancellation of Photocake order, you will receive an email of refund summary. The refund will be credited back to the account that was used during payment.
CAKES
  1. Which cakes do not contain gelatine?
    Black Forest, Opera Strawberry Square, Brownie, Fairlady and our Licensed Character Cakes do not contain gelatin.
  2. Any dairy-free or egg-free cakes?
    Our cakes contain eggs and dairy, which may not be suitable for vegetarians and vegans. For any other allergen, it is listed in the individual product’s description.
  3. What’s the serving size for your cakes?

    Cake SizeServing Size*
    Petite3-4 pax
    Regular6-8 pax
    Large10-12 pax
    Extra Large20-24 pax
    Super Large30-36 pax
    Jumbo40-48 pax
    Super Jumbo50-60 pax

    *To be used as a guide, serving size may vary based on consumption per pax
ORDERING
  1. How do I place an order?
    Kindly place your order 3-7 days in advance through our website, or at any of our retail outlets.
    Please note that ordering and collection outlet need not be the same, and a deposit is required for order confirmation at our retail outlets.
    Kindly refer to our order lead time terms and conditions here.
  2. How do I order a Photocake?
    Kindly place your order at our outlets 3 days in advance with our staff and email your image to photocakes@polarpuffs.com.sg with the order number you received from our outlet.
    Alternatively, you may order your Photocake here
    Kindly refer to the usage of images terms and conditions here before ordering.
  3. Can I cancel or change my orders?
    Strictly no cancellation will be permitted once the order has been confirmed with payment. Kindly refer to our cancellation terms and conditions here.
    Any amendments or changes to confirmed orders will be required at least 2-3 working days in advance with a wastage cost of $10. All ingredients and products are produced upon your full payment and confirmation, any changes will result in wastage costs. Kindly refer to our detailed terms and conditions here.
  4. I have received a wrong order, what should I do?
    Kindly write in to orders.mgt@polarpuffs.com.sg with an image of the wrong order received and your order number, and our team will assist you.
POLARIS MEMBERSHIP
  1. How to apply Polaris 10% discount and 20% birthday discount at your outlets?
    Please inform our staff of your membership and contact number, and they will assist you with the discount.
  2. How to apply Polaris 10% discount on your website?
    Please log into your Polaris account and the discount will automatically be applied upon check out.
  3. How to apply Polaris 20% birthday discount on our website?
    Please log into your Polaris account, add items to cart and apply the promo code upon checkout.
    Kindly note that our 20% Birthday Discount is applicable for whole cakes only, excluding Licensed Character Cakes, Photocakes, and 3D cakes.
  4. Why didn’t I receive my birthday discount promo code?
    Members should receive an email to their registered email address with the promo code, do check your spam/junk folders. *You may request for a resend of the promo code via contact form.
  5. Why doesn’t the promocode work?
    Please ensure that you are logged into your Polaris account, as the promo code is applicable for selected members only.
  6. How do I renew the membership?
    Members will receive an email to prompt renewal during the last month of membership, please do check your spam/junk email folders. Non-renewal of the membership will be cancelled automatically.
SELF COLLECTION
  1. Can I order online and do self-collection?
    Yes, you may order online and opt for self-collection (except 3D cakes) at selected outlets. There are no charges for self-collection.
VOUCHER ENQUIRIES
  1. Can I extend expired vouchers from Polar Puffs & Cakes?
    Strictly no extension of the voucher’s validity will be permitted. Kindly refer to our vouchers’ terms and conditions here.
  2. Can I extend expired vouchers from Polar’s partners?
    Please approach the respective partners to request for an extension.
  3. Are vouchers from Polar’s partners redeemable online?
    Vouchers from our partners are redeemable only at our retail outlets. Kindly refer to your voucher for the redemption details, and terms and conditions.
PHOTO CAKE
  1. How do I order a Photocake?
    You may order your Photocake through our website here. IMPORTANT NOTE: Kindly refer to the usage of images terms and conditions here before ordering.
    Alternatively, you may place your order at our outlets 3 days in advance with our staff and email your image to photocakes@polarpuffs.com.sg with the order number you received from our outlet.
  2. Is my order confirmed after I made a payment for the Photocake order?
  3. No. All orders that contained a Photocake will be on pending status for our team to review the image submitted. Should there be no infringement of copyright for the submitted image, you will receive a separate email order confirmation.
  4. Why is my image rejected for my Photocake order?
    All Photocake orders are required to follow a strict guideline on the infringement of copyright, which is against the law. We reserve the rights to reject any order that is against our policy.
  5. What to do if my image is rejected for my Photocake order?
    An email will be sent to your registered email address with a link for re-submission of an alternative image. Our team will review the submitted image, if it falls within our guidelines, an order confirmation will be sent to you.
  6. IMPORTANT NOTE: The link will expire within 24 hours. If there is no further action from you, we will proceed to cancel the order.
  7. Should you decide not to submit another image, or proceed with the order, you may email photocakes@polarpuffs.com.sg with your order number to inform us of the cancellation.
  8. Any cancellation of Photocake order, you will receive an email of refund summary. The refund will be credited back to the account that was used during payment.