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All sales are final, as we manufacture and ship food products.
As an FDA Certified Facility, we are unable to process returns once they leave our shop. We encourage you to please add Route Package Protection insurance to your purchase in case the order is lost, delayed or damaged.
For all shop policies that all customers agree to during checkout, please visit the link below:
By making a purchase via thesugarart.com, you are acknowledging our Terms and Conditions, which is a legal binding agreement between The Sugar Art, Inc. and the customer. Please review ALL Terms and Conditions prior to purchasing.
All sales are final. We cannot modify, edit or cancel any orders for any reason.
Shipping times are NOT GUARANTEED BY THE SUGAR ART. We cannot combine multiple orders for shipping. We do not refund shipping fees for any reason.
We do not accept returned products once they leave our shop.
Please ensure you have selected your desired colors and review your cart before checking out. We appreciate your support and ask that you respect the policies put into place to streamline operations and protect our company.
CANCELLATION POLICY: We are charged for all cancellations, both by Shopify and PayPal. There is a $3 cancellation fee to cover the charges we incur. Please ensure you are committed to ordering, as this policy is non-negotiable.
PROCESSING TIMES: Processing times are 2-4 business days - which does not include weekends or shipping times. Prior to ordering, please ensure all processing times work for you as we are unable to expedite orders. Paying for expedited shipping does not move the order above others, it only expedites your shipping times once the order has been fulfilled. All orders will be fulfilled within the stated time above.
SHIPPING POLICIES NO GUARANTEES OR REFUNDS: Delivery dates are not guaranteed by The Sugar Art.
We do not refund shipping charges for delayed packages. We have no control over USPS or UPS and cannot control what happens with the weather or the pandemic. We also have no control over their personal delays and will not refund shipping fees for the courier's delays. All shipping couriers continue to experience delays. We encourage you to follow their websites directly for updates on their personal processing times and delays.
Do you Combine Shipping? Unfortunately, no. With a very limited team, we are unable to combine shipping for separate orders. Please be prepared to pay shipping on each individual order.
"RETURN TO SENDER" orders will be refunded at the cost of the item excluding shipping, or you can pay to have it shipped to the correct address for an additional $10 shipping and processing fee. Please understand our team does not alter any shipping addresses in any way, the customer is responsible for ensuring the address is correct. Changes to shipping addresses must be submitted in writing to firstname.lastname@example.org
We have now partnered with ROUTE in managing all shipping concerns. If you opt out of adding ROUTE to your order, we are not responsible for any lost, damaged or delayed packages. You will have to work directly with the courier (USPS or UPS) on your concern. Please consider adding ROUTE to your purchase, they will ensure all missing packages are replaced or refunded.
NON-NEGOTIABLE: We recommend adding ROUTE INSURANCE to your checkout. They cover missing packages and damages to products, they also assist in tracking your order. If you choose NOT to add Route, The Sugar Art is not responsible for any lost packages or damaged items. To ensure the safety of your package and products, please add ROUTE to your purchase. When the customer does not select ROUTE INSURANCE - these are the shop policies:
UNITED STATES: The customer must first submit an inquiry with their local USPS office prior to contacting email@example.com. During this pandemic, you must give the package 1-3 weeks at minimum to make it to you. It could be sooner than that is well, but this is the trend at the moment. We do not call on lost packages.
If you do not wish to take the chance on losing money from your purchase, then please ADD ROUTE INSURANCE during checkout. During the pandemic, we will not be sending out replacement packages - you must order again if you wish to obtain your colors.
INTERNATIONAL: You must allow 4-8 weeks at MINIMUM to receive the package during the Covid-19 pandemic. If after 8-weeks you do not receive the package, email firstname.lastname@example.org. International Lost Packages will be refunded at the cost of the items, excluding shipping fees. We will not send replacement items for international orders.
USPS DELAYS / LOST PACKAGES:
UNITED STATES: During this global pandemic, all US customers must wait 15 days at minimum to receive their package, as USPS is overworked and understaffed. Typically Priority mail guarantees 2-7 business days, however, the pandemic has changed shipping industry and we do require patience with USPS.
On packages that state "delivered" and not delivered - or packages that are in-transit longer than anticipated, we require the customer to reach out to their local USPS POST-MASTER (not the 1-800 number) to assist in locating the package. We also ask the customer to file a missing claim with their Post-Master as well. We do not refund shipping fees just for delayed deliveries.
Again, The Sugar Art is not responsible to replace any lost packages or damaged items if you choose to not add ROUTE INSURANCE to your purchase. INTERNATIONAL: You must allow 4-6 weeks at MINIMUM to receive the package during the Covid-19 pandemic. If after 6-weeks you do not receive the package, email email@example.com. The Sugar Art will then file a missing package claim with USPS and wait an additional 5 business days for USPS to locate and deliver the package. If the package is not found, The Sugar Art will refund the cost of the order, excluding shipping fees. We will not send replacement items for international orders.
ROUTE INSURANCE Shipping policy copy:
The Sugar Art is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint. To file a claim with route, please visit: claims.route.com RETURNS AND REFUNDS Returns: We do not accept any returns. All sales are final. As food product manufactures, we cannot accept returned items once they leave our facility. All sales are final.
Missing Items: If you find any problems with products received, you must contact us within 7 days from date of delivery for a refund or a replacement. You must also send an image of what was received in the original packaging in order to process the request, or we will not be able to send the missing / damaged product. This is non-negotiable.
If you find you are missing items or the jar was damaged in shipping, but it has been longer than 7 days since the delivery, we will not be able to refund your purchase or send a replacement. Please be diligent in checking your products upon first receiving them.
Damaged Items: Damaged items will only be replaced within the 7 days from date of delivery. Please check every product purchased to ensure there is no damage in shipping or defect with the jar or spray bottle specifically. Please submit photos of all colors in their ORIGINAL SLEEVES / PACKAGING, so we can investigate the damages to the best of our abilities. If you find defects past that 7-days, we will not be able to replace the product. Please be diligent in checking items received.
Once again, all sales are FINAL. We cannot modify, edit or cancel any orders under any circumstance. We do not combine shipping for separate orders. If you choose to not add ROUTE INSURANCE to your purchase, The Sugar Art is not responsible for any lost packages or damaged products. Please ensure you are ready to proceed before purchasing, as these policies are non-negotiable.