Frequently Asked Questions
Questions On Company:
DO YOU HAVE A STOREFRONT?
We are FDA Registered Manufacturers and do not have a public storefront. All who enter our facility must be trained personnel, so we are unable to receive any guests.
WHAT LOCAL DFW STORES CARRY YOUR PRODUCTS?
You can find our products at Cake Carousel (both Arlington and Richardson), and All For Your Cakes in Lewisville.
WHAT DISTRIBUTORS DO YOU HAVE IN CANADA?
Flour Confections is our longest-standing distributor and carries the wides variety of our products. You can also find a limited selection of products with The Cookiery as well.
FAQ's On Allergens:
ARE YOUR PRODUCTS ALLERGEN-FREE?
Yes, all of our products are free from most allergens: Gluten Free, Nut Free (including Peanuts), Lactose Free and Vegan. You can find a detailed ingredient list on each product description by scrolling down to the 'INGREDIENT' dropdown menu.
IS YOUR FACILITY ALLERGEN-FREE?
Yes. All allergen information listed above includes our facility.
FAQ's on Master Elites and Elite Paint Powders:
WHAT IS THE DIFFERENCE BETWEEN ELITE PAINT POWDERS VS. MASTER ELITES?
Elite paint powders are the original product from The Sugar Art, and have been in the industry well over 30 years. They are historically known as "petal dust" but we teach their versatility as also edible paint (mixed with The Color Solution) and airbrush colors. You can also use them to dust dimension on any confection piece.
Learn even more here: https://www.thesugarart.com/a/blog/how-to-get-bright-icing-colors
Master Elites are raw pigment food colors, in dry form. They have no added preservatives or carriers - they are 100% food colors. They are exclusively to be used as FOOD COLORS, not dusting or painting colors, so mix them with any sugar medium: icing, fondant, buttercream, macaron batter, cake batter and more.
Learn even more here: https://www.thesugarart.com/a/blog/powder-colors-to-edible-paint
MY MASTER ELITE IS MISLABELED, WHAT GIVES?
It is not mislabeled, it is correct. Master Elites are raw pigment food colors, that must be activated by water / moisture. So please add them to your ingredients and watch the color magic happen!
CAN I USE ELITE PAINT POWDERS TO COLOR INGREDIENTS?
Yes, but it will take several jars of an Elite Paint Powder to achieve even a medium tone. Our paint powders are activated colors, so please only use them to paint, dry dust or airbrush - that is their best application.
FAQ'S on Gels and Chocolate Colors:
WHY WOULD I CHOOSE GEL COLORS OVER MASTER ELITES?
Because are gels are already ACTIVATED, so their development time is twice as fast. Plus, they are prepackaged in a more standard way (like all other liquid colors) so it is easier for bakers at every level to use them.
Our gels are up to 5x's stronger than all others on the market, too. You definitely want to give them a try.
CAN YOUR GEL COLORS COLOR CHOCOLATE?
No, they are not fat soluble and will cause your chocolate to seize due to the water content.
CAN YOUR CHOC ELITES COLOR ICINGS, FONDANT, ETC?
Yes, but they will never be as good as Gel Colors - or as strong. Choc Elites are activated lake colors, so it will take a lot more of a Choc Elite to get a medium tone than it will a gel color.
Full Gel Breakdown and Education: https://www.thesugarart.com/a/blog/most-vibrant-gel-colors
Full Choc Elite Breakdown and Education: https://www.thesugarart.com/a/blog/best-colors-for-chocolate
FAQ'S on Edible Glitter and Luster Dust:
WHAT IS THE DIFFERENCE BETWEEN EDIBLE GLITTER (DiamonDust) VS. LUSTER DUST (Sterling Pearls)?
Edible Glitter needs to remain DRY in order to work effectively. You sprinkle or spray it on top of your confections to add that full glittery effect. You can also add it to any drink of choice, and see the dazzling sparkle come through.
Luster Dust can be mixed with spirits or better yet, The Color Solution, to create a high-shine metallic paint. It can also be used to dry dust confections to add a beautiful sheen.
Full Edible Glitter Education: https://www.thesugarart.com/a/blog/how-to-use-edible-glitter-dust
Full Luster Dust Education: https://www.thesugarart.com/a/blog/edible-luster-dust
ARE YOUR EDIBLE GLITTER AND LUSTER DUST PRODUCTS 100% EDIBLE?
Absolutely it is. In fact, we are the pioneers of educating this industry on the danger of using non-toxic products on confections. Check out this blog here:
FAQ's on Ordering:
HOW DO I ORDER?
By placing an order on our website, Thesugarart.com.
WHAT ARE THE PROCESSING TIMES?
They can range between 2-5 business days. We average around 2-3 business days for most orders, but processing times are subject to change without notice and during very busy holiday seasons or sales. So always prepare for a 5-business day wait time, just for the order to ship from our facility.
These timeframes do not include USPS shipping times or their own delays.
DO YOU SHIP WORLDWIDE?
Yes, we do.
DO YOU OFFER FREE SHIPPING?
We no longer offer free shipping due to the rising cost of shipping fees. We also keep all of our product costs way down, which is another reason we do not offer Free Shipping. If we were to offer free shipping, all prices would have to increase.
Keep in mind, you're paying not only for the fee but also the packaging material, which is of very high quality.
FAQ's on Refunds, Returns, Etc:
WHAT IS THE REFUND POLICY?
All sales are final. We do not offer any refunds, for any reason. If you receive an incorrect product, we require to be notified within 7 days of delivery.
If you receive a damaged product, the only option is to file the claim with Route Package Protection - which is the reason to keep that Route fee on every purchase. We are not liable for any damaged products when opting out of Route.
CAN I RETURN / EXCHANGE AN ITEM?
Because we are certified FDA Food Color Manufacturers, we cannot accept any items back to our facility. Which is why we do not offer the option to return or exchange any items.
Please ensure you are happy with your product selections, prior to checking out.
WHY DO I NEED TO ADD ROUTE PACKAGE PROTECTION?
Route exclusively handles all damaged and missing order claims for our company. When opting out of Route, you are agreeing The Sugar Art is not liable for any missing, delayed or damaged orders. Please keep Route Package Protection on every purchase. It is better to have the insurance in case something does happen in transit.