Frequently Asked Questions

1. How can I place an order for local pickup or delivery in San Antonio?
Secure your favorites by selecting 'local pickup' when pre-ordering on our "Order in San Antonio" page. Once confirmed, you'll receive an email within 2-4 days for pickup coordination between 8:30 am - 6:30 pm. For local delivery within 25 miles of our bakery at 6208 S Flores St, San Antonio, there's a $10 fee, waived for orders over $90. Custom orders for Vegan Naked Cakes can be arranged through our catering page.
2. Can I see your products at local events?
Absolutely! Join us at The Pearl Farmers Market every Sunday from 9:00 am - 1:00 pm.
3. How do I contact customer service regarding my order?
Direct order-related inquiries to For media or wholesale, email General queries? Call us at 210-279-9414. Please note, DMs or comments on social media about orders won't be addressed.
4. Do you offer free shipping or promotions?
We have select "Free Shipping" collections. While we can't always offer free shipping, we periodically have promotions. Sign up for our newsletter for special deals and updates.
5. When will my order be shipped?
We process and dispatch orders within 5-7 business days. Confirmations and tracking info will be emailed to you.
6. What is your Refund/Return policy?
All shipped orders and gift card purchases are final. However, if there's an issue, contact us within 24 hours at Orders with Route shipping protection are covered for loss, damage, or theft. Local pickup orders not claimed within 48 hours of the scheduled time will be canceled without a refund.
7. Do you offer nut-free or gluten-free desserts?
All desserts are nut-free, but they aren't produced in a nut-free environment. Some pies contain coconut milk. We have gluten-free options like our Classic GF OG donuts. More allergen-free options are in development.
8. How should I store your vegan desserts?
Our donuts and cookies remain fresh for up to 7 days unrefrigerated in their original packaging. Cookies can also be frozen for up to 3 months. Ensure proper storage after opening.
9. Can I customize my order or apply promo codes post-purchase?
We currently don't accept post-purchase customizations or promo applications. Stay tuned to our emails for promotional offers.
10. Can I purchase from your sister brand, Cielo Scoops?
Yes, a limited range of Cielo Scoops Vegan Ice Cream is on our website. For a full flavor list, visit the Cielo Scoops website.
11. What is the Southern Roots Assurance policy?
Our commitment ensures eco-friendly, safe deliveries. Partnering with Route, your orders are protected against loss, damage, or theft during transit. We also support carbon-neutral shipping, emphasizing environmental stewardship. For details on tracking, resolving issues, or our eco-initiatives, visit our Southern Roots Assurance page.
For other queries, reach out to our team via the chat widget at the bottom right of your screen.