TERMS AND CONDITIONS
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.
HOURS OF OPERATION
The Sugar Art, Inc. is open Monday-Friday 8am-4pm CST. We are not open on the weekends and are unable to fulfill or ship orders Saturdays and Sundays. Customer service is solely managed via email and by the Owners of the company. Please no phone calls, it is best to email so we are able to keep track of your questions and provide education more easily.
For all inquiries, please email firstname.lastname@example.org. Customer service hours vary and all emails will be answered within 1-2 business days.
FORGETTING DISCOUNT CODES
As of September 2021, we will no longer be honoring any discount codes that are forgotten during checkout. Customer Service is solely managed by the Owners of The Sugar Art and this is no longer a service we are able to offer. Please be diligent in adding your discount code during checkout.
Discount Codes are unable to be stacked / combined, that is including Rewards Points. If the Customer chooses Rewards Points over a discount code, we are unable to refund points and process discount codes.
If the customer requests we refund the difference of any active discount code, because they chose to use Rewards points, this also is no longer a service we are able to offer.
All charges and payments are final.
Update 11/22/22: Processing times are now 3-5 business days. Processing times are typically 1-3 business days, but are subject to change without notice due to limited staff. The longest processing time will be 5 business days, this timeframe does not include shipping times or delays. Prior to purchasing, please ensure processing times work for you as we are unable to expedite orders for any reason.
Customer Service hours are irregular, as the Owners manage all Customer Service emails. Due to limited Customer Service hours, we are unable to modify any orders for any reason. This includes, the combining of 2 or more orders. This policy is firm - so please ensure your order is 100% accurate before processing your payment.
FREE SHIPPING OFFER FOR USA
We are no longer offering Free Gifts at this time. effective August 2022.
In order to receive free shipping (USA Only), your subtotal of PRODUCT COST ONLY (excluding shipping fees and Route) must equal $150 USD. This means, the final product payment must be $150 USD.
If the customer adds a Discount Code after the threshold is met and the payment drops below the thresholds due to that discount code, then the benefit will not apply. The final payment on products must equal $150 USD in to receive Free Shipping.
Free Shipping automatically applies at a purchase of $150 of product cost or more. It will not come off the first screen of checkout, please go to the next screen. Free shipping populates as an option during checkout. If the customer fails to select "free shipping" it will not be honored or refunded after the payment has processed.
All instructions for our Rewards Program can be found at the link below. Rewards can only be tracked if you login to the Rewards Icon (pink shopping bag) prior to purchasing. Rewards must be signed up for under one email address only. Shopify and the Rewards Program does not allow us to transfer orders from one account to another - it is a limitation within the platform.
CANCELLATIONSThe Sugar Art is charged for all cancellations. First by Shopify and then by banking institutions. There is a $5 cancellation fee to cover the charges we incur. Please ensure you are committed to ordering, as this policy is firm.
Deliveries (including First Class or Priority) can take up to 10-14 business days, as couriers continue to struggle with limited staff and delays.
The Sugar Art exclusively ships with USPS or UPS, and we do not offer any other shipping couriers at this time. During checkout, the customer is able to choose the Courier they wish to receive delivery from. Shipping estimations are provided during checkout but are SUBJECT TO CHANGE due to the delays mentioned previously.
The Sugar Art Inc. has no control over shipping couriers and cannot control what happens with the weather or pandemic. We have no control over the courier's delays and are unable to refund shipping fees for those delays. All shipping couriers continue to experience delays. Please follow their websites for updates on their shipping times / delays.
INSURE YOUR PACKAGE:
When opting out of Route Insurance, you are understanding The Sugar Art is not liable for missing, delayed or damaged packages. Please add Route Insurance to your checkout if you would like insurance on your order.
Packages can take up to 10-14 business days to be delivered. Delivery dates are not guaranteed by The Sugar Art. Shipping delays are subject to happen, and The Sugar Art is unable to guarantee any and all ship-by dates.
The Sugar Art is unable to refund shipping charges for any reason, including delayed, return to sender or missing packages.
RETURN TO SENDER ORDERS:
"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.
The Sugar Art team does not alter any shipping addresses in any way, the customer is responsible for ensuring the address is correct. If the customer needs changes made to their shipping address, those changes must be submitted in writing to email@example.com.
We have 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 and damaged products are replaced or refunded.
MISSING & DELAYED ORDERS
Deliveries can take up to 10-14 business days, so please be patient with all shipping couriers.
When opting out of Route Insurance, The Sugar Art is not responsible for any lost, delayed or damaged items. Route covers missing packages and damages to products; they also assist in tracking your order. We are unable to refund Route Package Protection Fees, as those fees are paid directly to Route.
WHEN ADDING ROUTE
INTERNATIONAL & UNITED STATES:
If a package states "delivered" by USPS tracking information and it is not delivered, the customer must first reach out to their local post-master to investigate. The local post-master has access to GPS Coordinates and can advise where a courier was standing when they marked the package as delivered.
The Sugar Art team is unable to make phone calls on missing packages.
If a customer purchased ROUTE and USPS is unable to locate their box, the customer must file a claim at: CLAIMS.ROUTE.COM Route will process a replacement package to be sent, but processing times will apply. Route can also process a refund if the customer prefers a refund over a replacement, but the refund does not include shipping fees or Route Fees. The Sugar Art will not refund any shipping fees under any circumstances.
Deliveries can take up to 10 business days with USPS, so please be patient with the couriers.
Per ROUTE Policies, which all customers receive via email upon purchase, you are required to wait 7-days from each "checkpoint" that is found on your USPS tracking link. To locate the steps of the delivery, please click "tracking history." If you see no updates within the last 7-days of checking the link, you are free to file a claim with Route at the link below. Route will deny claims if there has been a checkpoint in the last 7-days, so please follow these policies.
WHEN OPTING OUT OF ROUTE
This policy only applies to USA orders that did NOT add Route. If you added Route to your purchase, see section above for instructions.
On missing or delayed packages, the customer must submit an inquiry with their local USPS office. The Sugar Art is unable to call on missing or delayed packages. We are also no longer submitting claims to USPS, as they are rarely approved. If a package is damaged, the customer will be required to submit damaged claims to USPS.COM - again, they are very rarely processed and approved. This is why we have partnered with Route on all Shipping Concerns.
- When opting out of ROUTE, you are agreeing that THE SUGAR ART INC is not responsible for any missing, delayed or damaged packages (including products damaged in transit).
This policy only applies to international orders that did NOT add Route. If you added Route to your purchase, see section above for instructions.
On missing or delayed packages for international orders that did not add Route, 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, The Sugar Art will submit an online claim to USPS. It is not a guarantee the package will be found or refunded by the courier. If the Courier does not approve the claim, there will be no refund on this purchase. This is non-negotiable.
- This is why it is very important to add ROUTE to your purchase as shipping fees are high and non-refundable.
Again, The Sugar Art is not liable for any lost / delayed packages or damaged items if you choose to not add ROUTE INSURANCE to your purchase.
Route package protection is the only option to have damaged products replaced or refunded. When opting out of Route Package Protection, you are agreeing that The Sugar Art is not responsible for any shipping damages that occur. If Route is not added to the purchase, the customer will need to file a claim with USPS.COM (please be advised they rarely approve any damaged claims, which is why we have partnered with Route Exclusively on shipping issues).
FILE CLAIM FOR DAMAGED PRODUCTS:
You will need your Order Number and detailed photos of all damages. Please be advised of Route's policies that are emailed to all customers who purchase in regard to their processing times.
ROUTE INSURANCE POLICIES
When adding Route to your purchase, Route sends an automatic email with all of their guidelines and instructions. Please locate that email (check your spam folder) to understand how you file missing package and damaged claims.
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.
MISSING PACKAGE INSTRUCTIONS
PACKAGES MARKED "DELIVERED:"
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 locate the checkpoint, click on your USPS Tracking Link sent from The Sugar Art and click "Tracking History."
USPS will provide dated updates under this section, and once it has been 7 days without an update - you are free to file a missing package claim.
To file a claim with route, please visit: claims.route.com
RETURNS AND REFUNDS
We do not accept any returns or process refunds. All sales are final. As food product manufactures, we cannot accept returned items once they leave our facility.
MISSING ITEMS FROM PURCHASE:
Take a photo of your order in its original package before proceeding, as it will be a requirement for your claim.
If you find any problems with products received, you must contact firstname.lastname@example.org within 7 days from date of delivery for a refund or a replacement. We will not process any missing items claims past the 7 days from the date the package arrived. This policy is firm.
To file a missing items, claim, email email@example.com an image of what was received in the original packaging in order to process the request. This is non-negotiable. All items must be in their original packaging to process a missing items claim.
Damaged items will only be replaced if the customer added ROUTE to their purchase. When opting out of ROUTE, you are agreeing The Sugar Art is not responsible for any missing, delayed or damaged packages.