Shipping & Returns
Our Shipping & Returns page provides information on our shipping policies, including rates and delivery times, as well as our return and exchange policies, ensuring a hassle-free shopping experience for our valued customers.
SHIPPING QUESTIONS
What shipping methods are available?
Complimentary domestic US ground shipping is available for all orders totaling $150 or more after any discounts are applied and before any applicable sales tax is applied. Customers may elect to upgrade their order for an additional fee calculated by shipping provider during checkout. Products typically ship within 48 hours; delivery is typically 3-5 days from date of shipment; orders placed on Fridays, holidays or weekends will be shipped the following business day. Shipping is only available to the contiguous 48 states. Expedited shipping may be limited to PO, APO, FPO. We do not ship outside the US. Delivery delays may occur. Delivery dates are estimates only and cannot be guaranteed.
When will I receive my order?
Orders are typically processed within 48 hours of receipt. Once your order is shipped, you will receive a shipping confirmation email with a tracking number for your order. Delivery is typically 3-5 days from date of shipment; orders placed on Fridays, holidays or on weekends will be shipped the following business day. Delivery delays may occur. Delivery dates are estimates only and cannot be guaranteed.
Can I expedite my order?
You can select expedited shipping during checkout for an additional fee. We’re not able to expedite shipping for orders already placed. Expedited shipping may be limited to PO, APO, FPO.
How can I get an update on my order status?
The best way to track the progress of your order is to set up an account during checkout. You can log in at any time to receive the most up-to-date information. If you didn’t set up an account, email products@sugargen.com with your order number.
How can I track my order?
You will receive an order confirmation email upon submission of your order, and then you will receive a shipment notification email with an order tracking number when your order is scanned and picked-up for shipment by the carrier. Please refer to the order tracking number for status on your order.
What happens if my product does not arrive?
Please refer to your shipment confirmation email for order tracking information. If you’ve not received your order after a tracking number indicates delivery, contact products@sugar-gen.com for support and someone will respond within 48 business hours. In your email, please include your order number.
Do you offer gift packaging or messages?
We are not able to offer gift wrapping or gift messages with orders. All orders will include a packing ticket in the box.
Can I modify my order once it’s been placed?
Once checkout is complete, orders may not be edited or canceled. If you require further assistance, send an email with your order number to products@sugar-gen.com.
What if my item was damaged or incorrect?
If you’ve received a damaged, or incorrect product, please contact getsugared@sugar-gen.com for support and someone will respond within 48 business hours. In your email, please include your order number and a photo of the item.
RETURN QUESTIONS
What is your Return Policy?
All sales are final—therefore, returns and refunds are not available. If you experience a problem with your order or would like to request an exchange, contact products@sugar-gen.com for support and someone will respond within 48 business hours. Please note: exchanges may be requested up to 30 days from shipment date of order. Guests will be required to pay for exchange shipping costs if applicable. Products are non refundable. ALL SALES ARE FINAL.
What if my item was damaged or incorrect?
If you’ve received a damaged, or incorrect product, please contact getsugared@sugar-gen.com for support and someone will respond within 48 business hours. In your email, please include your order number and a photo of the item.
What if I need to edit or modify an order I already placed?
Unfortunately, once an order is submitted, we are unable to edit or cancel it. Contact getsugared@sugar-gen.com for support.
What shipping methods are available?
Complimentary domestic US ground shipping is available for all orders totaling $150 or more after any discounts are applied and before any applicable sales tax is applied. Customers may elect to upgrade their order for an additional fee calculated by shipping provider during checkout. Products typically ship within 48 hours; delivery is typically 3-5 days from date of shipment; orders placed on Fridays, holidays or weekends will be shipped the following business day. Shipping is only available to the contiguous 48 states. Expedited shipping may be limited to PO, APO, FPO. We do not ship outside the US. Delivery delays may occur. Delivery dates are estimates only and cannot be guaranteed.
When will I receive my order?
Orders are typically processed within 48 hours of receipt. Once your order is shipped, you will receive a shipping confirmation email with a tracking number for your order. Delivery is typically 3-5 days from date of shipment; orders placed on Fridays, holidays or on weekends will be shipped the following business day. Delivery delays may occur. Delivery dates are estimates only and cannot be guaranteed.
Can I expedite my order?
You can select expedited shipping during checkout for an additional fee. We’re not able to expedite shipping for orders already placed. Expedited shipping may be limited to PO, APO, FPO.
How can I get an update on my order status?
The best way to track the progress of your order is to set up an account during checkout. You can log in at any time to receive the most up-to-date information. If you didn’t set up an account, email getsugared@sugar-gen.com with your order number.