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.
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.
FREE GIFT / FREE SHIPPING:
During checkout, we offer one Free Gift for any purchase of $130 or more. A pop-up appears when an order has reached this threshold and the customer must choose from the available options in order to receive their free gift. If a free gift is not selected by the customer during checkout, it will not be added to the order. The Sugar Art is unable to ship Free Gifts that are not added by the customer to the purchase.
Free Shipping automatically applies at a purchase of $150 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.
Please be diligent in checking orders to receive the many benefits we offer regularly to our customers.
We are charged for all cancellations, both by Shopify and PayPal. There is a $5 cancellation fee to cover the charges we incur. Please ensure you are committed to ordering, as this policy is non-negotiable.
Processing times are 1-3 business days - which does not include weekends or shipping times. Prior to ordering, please ensure all processing times work for you as we are unable to expedite orders. Paying for expedited shipping does not move the order above others, it only expedites your shipping times once the order has been fulfilled.
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 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 or missing packages. 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.
We do not combine orders or refund shipping for any reason. We are unable to combine shipping for multiple orders with a very limited team. 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.
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 firstname.lastname@example.org.
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
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.
Missing Package Policies:
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.
If a customer does not add ROUTE to their purchase, the only option will be to work directly with USPS in locating your order. When opting out of Route you are agreeing The Sugar Art is not liable for missing, delayed or damaged products.
Delayed Package Policies:
Deliveries can take up to 10 business days with USPS, so please be patient with the couriers. If you made a purchase without ROUTE Insurance, you will need to work directly with USPS on any delayed packages. We are unable to phone on delayed packages at this time.
If you added ROUTE to your 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: 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).
INTERNATIONAL: If you choose to not purchase ROUTE insurance, 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.
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.
To file a claim for damaged products, head to:
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 regards to their processing times.
ROUTE INSURANCE POLICIES
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.
To file a claim with route, please visit: claims.route.com
RETURNS AND REFUNDS
Returns: 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: If you find any problems with products received, you must contact email@example.com within 7 days from date of delivery for a refund or a replacement.
- To file a missing items claim, email firstname.lastname@example.org 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: 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.