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FAQ

Are you closed any days of the year?

We are closed four days each year:  

New Year's Day (January 1st)  

Memorial Day (May)  

Day after Thanksgiving; we are open on Thanksgiving Day (November)  

Christmas Day (December 25th)  

 

Our business hours change on most holidays.  On major holidays and including those listed below, we open and close earlier than our normal schedule:  

Valentine's  

Easter  

Mother's day  

Father's day  

4th of July  

Halloween  

Thanksgiving Day  

Christmas Eve  

New Year's Eve  

 

Hours on the day preceding a major holiday may also fluctuate. Please call the store for special holiday hours.


I have a general question, whom should I contact?

We would love to hear from you. Email us!


Why are the store hours different per location?

Each store and community has its own dynamics.  


What methods of payments do you accept?

Cash, Visa, MasterCard, and American Express are accepted.  We do not accept checks.


Can I use someone else’s credit card to pay for my order?

In accordance with our credit card agreement, the person using the card must be the card owner.


Do you accept payments over the phone?

Payments over the telephone are not accepted.


I cancelled my order in one location, can I get my money in another location?

Each location operates independently and we are unable to transfer funds between the stores.


What is your cancellation policy?

We understand that unexpected circumstances arise and you may need to cancel.  For orders of non-custom items (ie. items made daily without order), we ask that you contact us with as much advance notice as possible, no later than 24 hours in advance of your scheduled pick up time.  For eligible deposit refunds, you must visit the store in person and your original deposit receipt is required.  Cash will not be issued for deposits paid with credit card; please bring the original card used so that we could issue a refund back to the card.

 

Cancellations of orders of non-regularly made or non-readily items available in our showcase require a minimum of 72 hour advance notice.  Cancellation fees will apply as these items are made just for you and will likely be discarded.


What is your Wedding Cake and Specialty/Custom Cake cancellation policy?

Note that Wedding cakes and multi-tiered cakes are only available in our Glendale location. Wedding cake and specialty/custom cakes require a minimum of one week cancellation notice.  Non-refundable charges, and cancellation penalties will be explained to you at the time you place your custom order.


Do I need to leave a deposit when I place an order, if so, how much do I need to leave?

All orders require a minimum of a 50% deposit.  Orders with delivery require full payment prior to the delivery date.  In addition, certain orders have non-refundable fees and deposits. 

 

Wedding cake orders and large custom orders must be fully paid 4 weeks prior to pickup/delivery date.


Where can I park at each location?

Our Glendale location has metered parking both in front, and at the rear of the store.  The entrance to the rear parking lot is on the north-east corner of California and Orange. Ninety minute free parking is available across the street in the multi-level parking structure located behind the bakery, on the south-east corner of California and Orange. Validation is not provided when using the structure.  

 

Parking for our Burbank location is available free of charge at the rear of the bakery on Hollywood Way. Make a right hand turn onto the parking lot, as you travel north on Hollywood Way.  There is also street parking on Hollywood Way, and on Magnolia Blvd.  

 

Parking for our Downey location is available behind the bakery in the parking structure.  

Parking for our Buena Park location is available behind the bakery in the parking lot.


Do you plan on expanding your parking lot?

We are always working with city officials and neighbors in order to make your parking experience as quick, efficient, and safe as possible.


Why don’t you open a Porto’s Bakery in (your city of choice)?

We would love to open additional stores.  But, we have chosen to grow slowly in order to maintain the highest quality that our customers expect.


Does Porto’s offer a franchise program?

In order to maintain our high quality standards, Porto’s Bakery continues to be family-owned and operated.  We do not offer a franchise program.


Can you ship items?

Sorry, we currently do not offer shipping services.


Is wifi/wireless internet available?

Sorry, we do not offer this service.


Do you accept seating reservations?

We are unable to accept reservations regardless of party size. However, once you have arrived, the store manager will be happy to assist you.


What is the difference between the Café and Bakery lines?

The Bakery line offers all available items in an unlimited quantity, including cakes, pastries, sandwiches, and coffee bar products.  The Café is set up to be an express line for dining purposes, displaying only the most popular bakery items.  While you can purchase your food and coffee bar items from the bakery line, the café line is ideal for lunch orders and limited pastry items and vice versa, you can order your bakery items from the café line.


What is the usual wait time in the bakery line?  In the café line?

As there are many factors including time of day, day of week, and time of year, it is impossible to give an exact wait time.  We monitor our serving times throughout the day, every day.  We have found the average wait time at peak hours to be under 15 minutes in the Bakery line, and under 10 minutes in the Café line.  During the weekend, the average wait time is slightly higher due to larger orders being filled.  During the holidays, we ask that you please allow ample time to purchase products or pick up orders.

As part of our ongoing effort to improve our customers’ experience, during the weekends, and on holidays, our most popular items are freshly pre-packed, and available in dozens.


When are you slow?

Everyone loves freshly baked goods, thus not often are we really slow.  But, you will typically see the least number of guests during 2:30 pm and 4:30 pm, Monday-Thursday.


What if I want just a whole cake? Do I still have to wait in the bakery line? 

As whole cakes are usually personalized, and tend to slow down the bakery line, we offer an express CAKE ONLY line.

 

Using the cake line, you can purchase one or multiple whole cakes, including the 11” fruit tarts, 10” tres leche, the 8” bread pudding, the 8” flan, cake rolls, etc.

 

If you are purchasing a whole cake, and additional items, such as individual sized desserts, then please use the main bakery line.


Can I get additional items with my purchase, such as plates, utensils, or additional boxes?

Our prices do not include these additional items, but we will try to accommodate these types of special requests at an additional charge.  


Do you sell plates, utensils, and party supplies?

Yes. For your convenience, the Glendale location does sell plates, utensils and a limited variety of party supplies in the Cake Gallery located on the 2nd floor.


Do all of your locations sell balloons and other party supplies?

No. Only the Glendale location does in the Cake Gallery located on the 2nd floor.


What if I have a problem with my order or a particular product?

We ask that you check your purchases against your receipt prior to leaving the store.

 

If there’s a problem with your purchase, please return to the store with your receipt and ask to speak to a manager.  If you’re unable to return same day, call the location you visited and provide us with an explanation of the problem, the information from your receipt, and  your contact information.  A manager will follow up with you as soon as possible, most often on the same day.  Your original receipt is required to resolve any discrepancy.


How should I heat up my catering items?

All catering items are given out cold since in most cases, the items will not to be consumed within the hour.  This serves to avoid duplicate reheating.

 

Prior to re-heating, all items above should be kept refrigerated.  Once reheated, all items should be consumed, or discarded.

 

When heating in the oven, remove items from the box, and use an oven safe tray, or cookie sheet.  When heating in the microwave, remove the items from the box, and heat using a microwavable plate.

 

General guidelines:


Where can I place my wedding cake order?

At the Glendale store. We recommend that you call for an appointment with a Wedding Cake Specialist at 818.956.5996. To set up an appointment, email us with your requested appointment time at least one week in advance.  Emails are checked daily after 7:30pm except on Sundays.  Your appointment request will be considered and confirmed with you by email response.  

 

Wedding cake and specialty/custom cakes require a minimum of one week cancellation notice.  Non-refundable charges, and cancellation penalties will be explained to you at the time you place your custom order. Note that Wedding cakes and multi-tiered cakes are only available in our Glendale location.  

 

Although walk-ins are welcomed, the wait time will depend on the number of pre-scheduled appointments at the time of your arrival.


How much advance notice do I need to give for a wedding cake?

Most orders must be placed two months in advance.  However, due to the complexity of custom requests, further advance notice may be necessary. Please call 818.956.5996 to speak to a cake specialist for more information.


When is my payment for my wedding cake due? 

Payment is due four weeks in advance of your date.


Do you offer delivery?

Delivery is available exclusively from our Glendale location within 100 mile radius, delivery fee is dependent on distance and size of order.

 

Our product prices, neither quoted, nor stated include delivery charges.

 

The complete order, including delivery charges, must be paid in full, no later than one week or seven days prior to the delivery date.  Payment must be done in person at the Glendale location.  We do not accept payment over the telephone.


Can I place my order in one location and pick up at another?

No.  The stores operate under separate computer systems and do not share information.  You must pick up at the pick-up location you specified at the time you ordered.


Can I place my order online?

We are currently unable to take online orders. Call the location you would like to order from to place a preorder.


What kind of orders do you accept over the phone?

Only certain items can be ordered over the telephone.  We can accommodate lunch orders (two hours minimum notice and $20 minimum order), most catering items, and our signature cakes. Browse through our products to see applicable restrictions.  Although we may be unable to reserve individual items, if the particular item is available when you arrive for pickup, we will get it for you. Please note that we do not take payment over the phone. 

 

Please note Glendale, Burbank, and Downey only accept same-day orders Monday through Friday. At this time, Buena Park does not accept same day orders.


Do I have to make two lines if I have a preorder and want additional items?

No. Proceed to the Preorder pickup department and provide them your order number. The sales associate will gather your order and then assist you with all additional requests.


How far in advance must I place my order?

Most items need a minimum advance notice of 24 hours, other items need more time.  Most lunch orders require 2 hour notice and a $20 minimum order.  Browse through the items on this site to see advance ordering requirements.

 

Custom cakes usually require 3-4 weeks advance notice, and full prepayment.  Please note that we do not take payment over the telephone.

 

Wedding cakes must be placed at least two months in advance and paid in full 4 weeks before the pickup/delivery date.


Why does it take three to four weeks for a custom cake order?

The chosen design, details, or specialty decorations, may not be readily available.  Additional time must be allowed for the extra preparations needed, and/or the ordering, purchasing, and delivery of decorations requested.


Where do I pick up my order?

Each location has a Pre-order/Pick-up area marked by signs.  In the Glendale location, pre-order pick-up is located on the Café side.  In the Burbank and Downey locations, enter the main entrance and proceed to the right, all the way past the bakery lines. In the Buena Park location, enter the main entrance and proceed to the left, all the way past the bakery lines. We typically have a greeter at the entrance that can assist you.


Why do I need to wait if I pre-ordered?

Preordering is meant to be convenience for our clients, and an assurance that the products ordered will be available.  We make every effort to have your items finished for you, at your scheduled pick up time. 

 

For normal days, we take a limited number of orders to be picked up each hour in order to maintain the wait time under 10-15 minutes. During holidays, please allow additional time when picking up orders. 

 

Uncontrollable factors may increase the wait time in the pre-order line, including additional items ordered at the time of pickup, the accumulation of clients that are not picking up at their pre-scheduled time, and the amount of people that walk in to place an order during the time of your arrival. 

 

Orders must also be gathered upon your arrival as different products demand different holding temperatures.  Certain orders take 10 to 20 minutes to come together.  Additional time must also be allotted for writing on cakes to your specifications.

 

You may then ask, why preorder?  It is true that sometimes the bakery line may be faster, and what you have preordered is readily available that day and at that precise moment.  But, as nobody knows what the people in front of you are about to take, there is no guarantee that your desired item will still be available when your turn comes.


Why do I have to pick up my order within the two hour window?

In order to guarantee maximum freshness, all orders are finished as close as possible to your prescheduled pick up time.  As orders are picked up, holding space frees up for new orders being finished.  Limited space becomes a greater challenge when space does not become available as planned and delays the process for later scheduled customer pickups.


Why do you have a picture of items on a platter and mine came in a box?

Most customers prefer to use their own servingware, thus our item prices do not include the price of the platter.  However, plastic domed platters are available at additional cost.  Please let our representative know which items you would like us to put in platters at the time of ordering. Please note, if items are requested to be served hot, an aluminum tray is available for purchase.


Why do I have to pay for a platter and/or an aluminum tray?

As most customers prefer to use their own serving-ware, our prices do not include the cost of the platter and/or aluminum tray.


Can someone help me carry out?

Yes, we have staff available to help you out upon completion of your transaction, however, please note you must be in our assigned parking lot in order for our team members to assist.


I’m in my car in the parking lot can you bring my order out?

Unfortunately, no. We do not offer drive thru pickup service.


What are your top selling items?

Cheese Roll™

Refugiado™

Potato Ball™

Meat Pie

Chicken Croquette

Cuban Cake

Parisian Chocolate Cake

Mango Mousse

Cuban Sandwich

Pan con Lechon

Dulce de Leche Besitos

 

See more favorites here.


What is a Cuban cake?

The cake that started it all. The Cuban cake, is a yellow sponge cake soaked in light French Brandy syrup.  The Brandy evaporates during cooking, leaving the flavor behind, making this a rich, sweet cake.  Our Cuban cake is available daily in two sizes (serves 10-15, or 20-25) with choice of vanilla custard filling, or pineapple/vanilla custard filling.


What is a mousse dessert?

Mousse is a French term, meaning “froth”, or “foam”.  Rich, light, and airy, made with whipped cream, gelatin, and eggs. 

 

Most of our mousses have at least one thin layer of cake, providing delicious offsetting texture.  Our mousses come in either chocolate or natural fruit flavors.


Can I sample your cakes?

We offer samples of our signature cakes when placing an order at any location. If you are visiting, Glendale location, you can sample selected cakes when you place your order in the Cake Gallery located on the 2nd floor.  


Can I look at available cake decorations online?

You can view our most popular decorations by browsing through the custom cakes area of this site found here.  Each location has their own unique selection of custom cakes available, please be sure to note location availability on each custom cake page. As the entire decorating process is done by hand, decorations and colors may vary slightly from the picture shown.

 

Additionally, the Glendale location can accommodate a larger selection of custom cakes.  Due to limited resources, the Burbank and Downey locations cannot deviate much from their custom cake selections. Buena Park does not currently offer custom cakes.


Do you make shaped cakes? How do you charge for these?

Only the Glendale store can make shaped cakes.  As this is a custom request, the charge is based on the number of servings of the cake and the level, and time required for the art work.  All shaped cakes generally require 4-6 weeks advance notice and full prepayment.


Do you use fondant on cakes?

Only the Glendale store makes cakes using fondant.  All cakes with fondant are categorized as custom cakes and generally require 4-6 weeks advance notice and full prepayment.


Do you make picture cakes?

Yes, we do.  Bring in your picture, no larger than 7”x9”.

 

Your picture will be printed using food coloring, thus the final product will have a more matte finish due to the moisture of the icing and the colors may slightly differ.  Bright colors will not transfer properly, for example gold will print mustard yellow.  For best results, ensure your picture is the best quality possible.  All imperfections will transfer onto the final product.  

 

Computerized alterations of the original picture cannot be done, and we cannot accept Copyrighted or Trademarked pictures.

 

Picture cakes must be finished with buttercream or meringue icing.  All picture cakes require a $ 10.00 per printout, non-refundable fee.

 

Please note black colors may turn into a green shade due to moisture in the cake.


How should I preserve my cake?

We recommend that cakes are kept tightly sealed in the refrigerator until consumed and stored for no more than 24 hours.


Can I bring my own flowers to put on a cake?

Unfortunately, no.  Our vendors provide us with the best selection and appropriate flowers to place on cakes.  


Do you offer a nutritional guide?

A nutritional guide is not available at this time.


Do you have any gluten free products?

Due to the nature of the baking process, gluten is always present in the air and therefore our products are unable to be labeled as “gluten free”. We do offer products that do not have any wheat flour such as the Coconut macaroon, Coconut Glaze, Raspberry Passion Fruit Macaron – which contain only Almond Flour. For more information regarding allergens or to place a custom order, please email us.


Do you have any meat-free products?

The following is a list of meat-free items available daily at Porto’s. Breads: French Baguette, White Pastrami Bread, Ciabatta, Ciabatta with Olives, Walnut Raisin Bread, our Sourdough line (Soup bowl bread, petit batard, batard, & baguette) and our Multigrain Batards. Pastries & Other: Coconut glaze, Rellenito, and Mariquitas (Plantain Chips) For more information regarding vegan items, please email us.


Do your products contain MSG?

We do not bake or cook with any ingredients with MSG.


Which of your products contain lard?

The products that contain lard are made up of the following but not limited to Cuban Crackers (lard), Cuban Bread (lard), Bolillo (lard), Flauta (lard), Chorizo Pie (no lard, only pork), Tamal (lard & pork), Ham Croquette (no lard, only ham), and any item with pork/chorizo from our Cafe. If you would like more information, please email us.


Which of your products contain gelatin?

The products that contain gelatin are made up of the following but not limited to: Chocolate Éclair, Italian Cheesecake, New York Cheesecake (Gelatin found only in Sour Cream Topping), Strawberry Cheesecake, and Quesadilla. All of our mousses are made with Kosher gelatin. If you would like more information, please email us.


How do I apply for employment?

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