I recently ordered a cake for my father. It was shipped 2nd day air to Florida. Unfortunately it arrived melted and had been tossed upside down despite being clearly marked on the shipping box. I contacted 1-800-bakery simply to let them know of the problem. I realized the care the box receives is up to the delivery person. They offered me a full refund or a replacement cake. I opted for a replacement cake. This time due to the weather conditions, they sent the cake overnight packed with icepacks. The cake arrived in perfect condition and was reported to be the best cake he had ever tasted! I was very impressed with the quality of cake as well as customer service and would order sgain!