Delivery dates are not guaranteed by The Sugar Art. If you require your order sooner, be sure to select the "Express" option at checkout. However, that only expedites shipping, it does not impact processing times.

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 info@thesugarart.com

 

SHIPPING POLICIES

Delivery dates are not guaranteed by The Sugar Art. If you require your order sooner, be sure to select the "Express" option at checkout. However, that only expedites shipping, it does not impact processing times.

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 info@thesugarart.com

 

USPS LOST PACKAGES:

We recommend strongly adding ROUTE INSURANCE to your checkout. They cover missing packages and damages to products; they also assist in tracking your order.

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 info@thesugarart.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, as we do not have the staff to sustain this. If after 3-weeks you do not receive your package, please email info@thesugarart.com. We will submit a missing package claim via USPS.COM and require customers wait 5 business days for USPS to locate and deliver your package.

If you do not wish to take the chance on losing shipping charges, then please consider ordering once shipping delays improve

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 info@thesugarart.com. 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 LOST PACKAGES:

UNITED STATES: During this global pandemic, all US customers must wait 15 days to receive their package, as USPS is overworked and understaffed. Typically, Priority mail guarantees 2-3 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.

The Sugar Art can also assist after 30 days from the ship-by date (not the order date) you have not received your package, email info@thesugarart.com and a staff person will submit a missing package claim with USPS. The customer must then wait an additional 5 business days and provide USPS an opportunity to locate and deliver the package. If after the 5th day post-claim, you still do not have your order, The Sugar Art will refund the cost of all products excluding shipping fees.

If you do not wish to take the chance on losing shipping charges, then please do not 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 info@thesugarart.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.