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frequently asked questions

online orders and promotions

What is Sugarfina’s return policy?

Because candy is perishable, we are not able to accept returns. If you purchased Sugarfina products from one of our trusted retail partners, please refer to the retailer's return policy often found on your receipt or their website.

What Credit Cards or Payment do you accept?

We accept Visa, Mastercard, American Express, and Discover. Online we also accept Paypal in the US. We do not accept American Express in Canada.

Can I cancel or change my order?

Sugarfina has designed our shipping process to ship orders as quickly and accurately as possible to your specified location. Once we receive your order, it cannot be cancelled or changed. If your order is placed during normal business hours of Monday – Friday 8 am – 5 pm PST, we will try to accommodate requests within 2 hours of placing your order. Please contact us at hello@sugarfina with your order number and requested action and we’ll be in contact.

Help, my shipping address is wrong!

We’ll help you get your candy to the right place. Send us a note at hello@sugarfina or call 855-784-2734 with your order number.

Help, I forgot to include a gift note!

Unfortunately, there is no way for us to add a note once your order's already been placed. However, your gift does come with a note that reads, "Enjoy the sweets!" with your name at the bottom so the recipient will know who the gift is from.

Help, my package is missing!

Given the perishable nature of your order, the shipping carrier may deliver the package to a nearby address. Or in some cases, the shipping address provided was incorrect. Check your order confirmation email to ensure the address provided is accurate. If so, you may want to check with neighbors or a building manager. If still not found, send us a note at hello@sugarfina and we’ll help track it down.

How do I redeem a promo code?

To redeem your promotional code, please enter the code on the shopping bag page in the "promo code” box and click “apply”. Please note promotional codes cannot be combined and only one code may be used at a time. Also note, some promotions have exclusions. For more information and exclusions, please reference Special Promotions

Help, I forgot to add my promo code!

No worries, we can help. Send us a note at hello@sugarfina with your order number and the promotional code you intended to use. If your order is still processing, we’ll try our best to add the promotion.

Help, my promo code isn’t working.

To troubleshoot the issue, we recommend checking to ensure your order subtotal meets the minimum threshold to use the code (before tax and shipping charges are added) and check the dates the code is valid. If the promotion involves a free product, please make sure that item is in your shopping bag. For more information and promotional exclusions, please reference Special Promotions

Are items excluded from your promotions?

Certain product exclusions can apply. Typically, promotions are valid for in-stock items only. Not available on prior purchases, special orders, gift cards, custom orders, gift wrap, taxes, CandyDrop purchases, sale items, 24K Gold Champagne Bears, 24K Gold Rose Bears, Sugarfina Mini Candy Trunks, Sugarfina Candy Trunks or all non Sugarfina branded items. Additionally, promotions are not able to be combined with other offers, promotions, or discounts. For more information and exclusions, please reference Special Promotions

Can I combine promotions?

Sorry, only one promotion code may be used at a time.

Can I use my online credit or promotion in-store and vice versa?

It's best to check the particulars for the promotion in question. Some promotions are available both online and in-store while some may be exclusively available only where noted. For more information and exclusions, please reference Special Promotions

Shipping and Delivery

What shipping carriers do you use?

Within the US we ship most packages via UPS Ground, UPS Express and USPS. Canadian orders typically ship through Canada Post and UPS.

What shipping options are available?

We offer three shipping options.
- Standard usually arrives 5-7 business days
- Expedited usually arrives 2-3 business days
- Express usually arrives 1-2 business days from date of purchase
Orders placed after 10am PST Thursday will ship the following week. Orders are shipped on business days only (Monday-Friday, excluding federal holidays). To ensure product freshness, we do not ship on Fridays during warmer months or to warmer climates. Learn More

Help, my shipping address is wrong!

We’ll help you get your candy to the right place. Send us a note at hello@sugarfina or call 855-784-2734 with your order number. A candy concierge is available to help during normal business hours of Monday – Friday 8 am – 5 pm PST. If you reach out after these hours, we will respond the next business day.

What is inside the shipping box?

Your candy is packed with care to ensure it arrives as intended. As many of our packages are sent as gifts we do not include invoices in any of our orders. During warm months, and year-round to destinations in warmer climates, we send your gifts in a special insulated mini-cooler to protect their freshness and exquisite quality. Additionally as needed, we nestle frozen (and reusable) "cold packs" snugly during packing.

Do you offer same-day delivery?

Some of our retail boutiques offer same-day delivery. Deliveries may be restricted by distance from the boutique. Call your local Sugarfina Boutique to confirm availability.

Do you ship internationally?

We currently ship to the 48 contiguous United States (which does not include Hawaii, Alaska, or any U.S. territories) and Canada. Otherwise, we do not offer shipping to international addresses. For other international inquiries, including partnership opportunities, please email international@sugarfina.com

Can I ship my order to a PO Box or APO/FPO address?

At this time we are unable to ship to PO Boxes or APO/FPO addresses.

dietary information and candy care

I have an allergy, how can I find out which candies are right for me?

Each of our candy pages includes ingredients and allergy information. If you have a severe allergy, we recommend you avoid our candy. Our packaging facility handles candies that contain milk, soy, wheat, peanuts and tree nuts. We do our best to sterilize our production surfaces, however there may be traces of these allergens in any candy.

I have special dietary needs, how can I find out which candies are right for me?

We categorize our candy by Fat-Free, All-Natural, Non-GMO, No Artificial Colors, No Artificial Flavors, Made Without Gluten, Kosher, Vegetarian and Vegan. You can see icons for these dietary needs on our individual candy pages.

Do you have sugar-free candies?

Do you have kosher candies?

Sugarfina is under the Kosher supervision of Kof-K and we have many Kosher candies.

What’s the shelf life of Sugarfina candy?

Our candies’ shelf life is between 1 month and 4 months. To maximize the shelf life, we recommend properly storing your candy in a cool, dry place around 65-70 ͦ F, away from direct heat or sunlight.

Can I refrigerate or freeze my candy?

We do not recommend refrigerating or freezing your candy as this causes changes to the appearance and texture of the candy.

What is Proposition 65?

Proposition 65, officially the Safe Drinking Water and Toxic Enforcement Act of 1986, is a law that requires warnings be provided to California consumers when they might be exposed to chemicals identified by California as causing cancer or reproductive toxicity. The warnings are intended to help California consumers make informed decisions about their exposures to these chemicals from the products they use. The California Office of Environmental Health Hazard Assessment (OEHHA) administers the Proposition 65 program and publishes the listed chemicals, which includes more than 850 chemicals. In August 2016, OEHHA adopted new regulations, effective on August 30, 2018, which change the information required in Proposition 65 warnings. For more information, go to P65Warnings.ca.gov.

Sugarfina Rewards Program

What is Sugarfina Rewards?

Sugarfina Rewards is our incredibly sweet and completely FREE loyalty program where you earn points on every purchase, which you can later redeem for exclusive, exciting and delicious rewards.

Did your Rewards program change?

We’re so glad you noticed! Yes, we've decided to change things up a bit. Instead of earning points that place you in a tier level, you'll earn points that you can actually redeem for sweets! Also, rather than only getting one reward a month, you will now be able to redeem one or multiple rewards with your purchases within 90 days of earning points. This means more moments to treat yourself, not just on birthdays and special occasions. Now, how sweet is that?!

I’m currently a Rewards member-what happened to my status and points when the program re-launched?

Once the program relaunched in mid-October, points were reset for all current Rewards members. But don’t worry! Points previously determined your Rewards status and you will maintain your current status for the next 12 months, unless you level up a tier during that time (hey, congrats!). Since Rewards status is determined by your yearly spend, just remember that you’ll need to reach your current tier’s new minimum spend threshold in order to maintain your Rewards status for the following 12 months.

How do I join the Sugarfina rewards program?

Joining is easy! Simply sign up at sugarfina.com/rewards or in one of our boutiques and start earning points.

Is there a fee to join Sugarfina Rewards?

Absolutely not! It’s completely free to sign up; however, to earn points you will need to make purchases using your Rewards membership account. You’ll earn 1 point for every $1 you spend. Plus, there are even more ways to earn points, which you can see at sugarfina.com/rewards!

What are the terms and conditions of Sugarfina Rewards?

How do I update my Sugarfina Rewards account password?

Is Sugarfina Rewards a credit card?

No, it is a complimentary loyalty program where you earn points for every dollar spent with Sugarfina.
To learn more, visit sugarfina.com/rewards.

Can I share my Sugarfina Rewards account with a friend or family member?

No, Sugarfina Rewards accounts are non-transferable and are meant just for you. Consider this permission to go ahead and treat yourself!

Is Sugarfina Rewards available internationally?

No, Sugarfina Rewards is only available to our customers making purchases within the United States at this time.

Oops! Looks like I have multiple accounts. Can I combine them into one?

No worries! If you’ve accidentally created more than one account, simply drop us a note and our Candy Concierge will help merge your accounts.

How do I earn points in the Sugarfina Rewards program?

For every dollar you spend with us, you receive one point ($1=1 point). Just be sure to log into your Rewards account before placing an order (if you’re ordering online), or give the store associate your Rewards info (if shopping in-store). Sweetly simple, right?
Visit the Earn tab in your rewards account for more sweet ways to earn points, including:
a. Enroll in our Rewards program
b. Shop with us
c. Like our Facebook page via our Rewards portal
d. Follow us on Instagram via our Rewards portal
e. Follow us on Twitter via our Rewards portal
f. Follow us on Pinterest via our Rewards portal
g. Tag us with hashtag #Sugarfina on Instagram
h. Purchase 2x within 60 days
i. Refer a friend to shop with us
j. Add gift reminders to your account (birthdays, anniversaries, etc.)
k. Participate in surveys

How do I redeem my points?

Redeeming points for sweets is easy and based on the points you’ve accumulated so far in the program. Your points will expire 90 days from when they were earned. To redeem points or view your balance:
a. Sign in to your rewards account at sugarfina.com/rewards and visit the Redeem tab to view and apply available points.
b. If logged in and shopping online, your rewards will be available to add to your cart at checkout.
c. Shopping in store? Share your Rewards account information with a Sugarfina Associate to redeem available rewards.

Can I earn points at Nordstrom shop-in-shops and other retail stores that sell Sugarfina products?

Sugarfina Rewards is only available at Sugarfina boutiques or online at sugarfina.com, not available through our affiliated retail partners at this time.

Are custom corporate customers eligible for the rewards program?

No, custom corporate customers are not eligible for the Rewards program.

Do points ever expire? How will I learn if they are expiring?

Yes, points expire on a 90-day rolling basis. For example, if you earn 100 points in November 2020, those 100 points will be valid for redemption until February 2021. This means you now have 90 days, not just one month, to redeem your rewards! To see when your points expire and track your point history, you can visit your rewards account. We will also send you an email when your points are expiring, so make sure you’re opted in to receive Sugarfina Rewards emails from us!

If I cancel an order with a redeemed reward, do I get the reward back?

Yes, the points will be credited back to your account.

How and when do I redeem my birthday points?

Birthday points are issued on the first day of your birthday month, and you can redeem those points anytime within 90 days. Birthday points are redeemed just like any other points, whether that is through your account online or in one of our Sugarfina boutiques.

I follow Sugarfina on Instagram and liked the Sugarfina Facebook page. Why aren’t these points showing up in my account?

Visit the Earn tab within your rewards account and click the “Connect” button under each social action.

I forgot to log in or tell the store associate I am a loyalty member. Can I still get points for my purchase?

Yes! Drop us a note at hello@sugarfina and provide your receipt. We’d be happy to add your points to your account.

If I send a CandyDrop, do I still earn Sugarfina Rewards points?

Yes! Be sure you are logged in when making your purchase and you will earn a point for every dollar you spend with CandyDrop.

Where can I view my Sugarfina Rewards account info?

To see your points activity, current reward level, ways to earn points, and so much more, just log into your Rewards account at sugarfina.com/rewards.

Are there any limitations to the number of points that I can redeem?

No! You can redeem as many points as you’d like, as long as you have them available and they haven’t yet expired. Please note that a purchase is required both in store and online to redeem points.

When does my status expire?

Your status will expire 12 months from your anniversary (the date you joined). In order to keep or level up a tier, you must reach that spend threshold by your anniversary date. As long as you’re signed up for our Sugarfina Rewards emails, you will receive updates on when your tier expires and how to maintain your current tier.

custom orders and corporate gift inquiries

How can I customize your product for a wedding, corporate thank you gift, or other special event?

Congratulations on your event! We are happy to help. Simply drop us a note at custom@sugarfina and one of our Candy Concierge team members will assist you. Please note our minimum for custom orders is 100 units.

What is the lead time for custom orders?

Most custom orders require at least 4-6 weeks from design to delivery. Large non-custom orders may only take 1-2 weeks based on availability.

Do you offer drop shipping for custom orders?

Yes, we can drop ship to your recipient list. Please contact custom@sugarfina for more information.

Do you offer candy bars for events?

Please contact custom@sugarfina for more information regarding Sugarfina Candy Bars for your event.

Retail Store Inquiries

Do all stores have the same selection of candy?

Some of our Sugarfina Boutiques have special collections. Candy selections greatly vary between our retail partners. If you are looking for a specific candy, please contact your local Sugarfina Boutique or a retail partner carrying Sugarfina to confirm availability.

Can I buy bulk candy at a retail location?

We only sell bulk candy on our website, not at our retail stores.

Can I have a private party in your store?

Due to the busy holiday season, we will not be able to schedule any in-store tasting between November 1st through January 1st. We offer private party services in some of our Sugarfina boutiques. For more details, send us a note at heysugar@sugarfina.

Wholesale Inquiries

How do I become a wholesale partner?

To apply to become a Sugarfina wholesale partner, please complete our Wholesale Inquiry Form.

How long does it take for my wholesale application to process?

During non-peak seasons, it can take up to three weeks to process your application. We receive several applications every day, and we process each application in the order it was received. We make every effort to process each application as quickly as possible.

What does your team look for when I apply for a wholesale account?

Our team reviews all aspects of your business to determine if your store will be a good fit for our products. We review your website, product assortment and other food brands you currently carry. If we cannot find enough information about your store, we will reach out to you directly.

Will I hear back from you if I am approved or not approved to be a Sugarfina wholesale partner?

Yes, you will hear back from our team after we process your application.

How quickly can I order product after I am approved for a wholesale account?

Once you are approved for a wholesale account, you will receive a welcome email with our latest catalog and price sheet from your account representative. Your representative will walk you through everything you need to know about making an order with us and will be available to answer questions you may have.

something else

Are you hiring?

We’re always looking for great people to join our sweet team.

Who do I contact for press and media inquiries?

For press and media inquiries, please contact press@sugarfina

Who do I contact about donations and charity requests?

For more information on donations, please email donations@sugarfina. Please note that we require a 6-week lead time for all donation requests.