Shipping policy
COURIERS USED:
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.
PACKAGE PROTECTION INSURANCE:
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.
DELIVERY TIMES:
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.
SHIPPING FEES:
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 info@thesugarart.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
UNITED STATES :
This policy only applies to USA orders that did not add Route to the purchase. 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 we are not responsible for any missing, delayed or damaged packages.
INTERNATIONAL:
This policy only applies to international orders that did not add Route to the purchase. 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.
- When opting out of Route, the customer agrees we are not responsible for any missing, delayed or damaged packages.