All sales are final, as we do not process returns or exchanges.
ALL SALES ARE FINAL - REFUNDS / RETURNS:
We do not accept any returns on products or process refunds, due to food safety concerns and regulations. We do not process exchanges on products, so please ensure you review each product description and purchase the products that will work best for your applications. All sales are final.
We do not process refunds on shipping fees. All charges are final.
We also do not offer returns or process refunds on T-Shirts, as they are produced by our partner SPOD and cannot be returned to SPOD.
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.
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.