Frequently Asked Questions (FAQs)

 Q: Why do I call the store and no one answers?

A: Usually we have a high volume of calls, even more in holidays. We answer all the calls, text messages and emails in the same order they are received. Our recommendation is to place your order in advance at online at piononosinc.com

Q: Do I need to make the line if I already paid my order?
A: Yes, you need to make the line. In order to reduce the waiting line time, we recommend you to have ready: first name, last name and the last four digits of the order’s phone number. Most of the people in the line have a paid order, and once inside the store, they may want to make a quick purchase of some other of our delicious desserts. If you want to avoid the line you may ask for our delivery service.

Q: Can I place an order for today?

A: For next or same day orders you need to contact the store at 7864886770, by phone call or text message. There you will check the availability of products.

 

Q: When should I place my order?
A: Orders must be placed between 48 hours and two weeks in advance. Orders for the same day or next day, you may contact the store by phone, text or call at 7864886770 to verify the product availability.

Q: Can I request my delivery at a specific hour?
A: Our delivery time frame is: in the morning between 10 am to 3 pm, and in the afternoon between 3 pm to 8 pm, with no specific or shorter time. 

 

Q: Why the products in my delivery order are wrapped in plastic film?

A: In order to keep the products safe while they are being transported. Once you receive it, you must discard the plastic wrap and keep the products refrigerated or at room temperature as recommended in each product description.

 

Q: What happens if I’m not home when the delivery comes?
A: Your delivery will be confirmed on the scheduled day. The driver will notify you when he is on his way. After that he needs to continue the route. In that case you may lose the complete order and delivery fee. 

Q: Which are the pickup hours?
A: We are open everyday from 10 am to 5 pm, however we will give you a specific time for pick up your order depending on the available products and production times in order to avoid long lines. 

Q: How can I request my pickup order?
A: You have to come to the store at the schedule hour. You must give the full name and the last four digits of the phone placed in the order.

Q: Can I go to the store without an order?
A: We recommend that you place your order in advance. However, you can go to the store and check which products are available for sale.

Q: Can I reschedule or cancel my order?
A: There is a 5$ cancellation fee. Orders can only be rescheduled or canceled at least 24 hours in advance.

 

Q: Can I get a refund?
A: Only if you cancel or reschedule your order with one or more days in advance. Otherwise, you will lose your order with no refund.  For cancellations, there is a 5$ fee.

 

Q: Does Piononos have other locations?
A: Currently our only location is at 328 Crandon BLVD, KEY BISCAYNE, FL 33149

Q: Do you ship to other cities/states?
A: We only ship to Miami Dade County and parts of Broward County.

Q: Is the Pavlova gluten free?

A: Our pavlovas are not gluten free, however they do not contain any type of wheat products in their ingredients.

Q: Do you make Pavlovas half Nutella and half Dulce de leche?

A: We don’t make Pavlovas half Nutella and half Dulce de leche; however, you may order them separate.

 

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(786) 488-6770