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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?

Our sweet (and free) loyalty program where you earn points for every purchase that you can redeem for exclusive, exciting rewards.

How do I join the Sugarfina rewards program?

Joining is easy! Simply sign up at sugarfina.com/rewards

Is there a fee to join Sugarfina Rewards?

No, our rewards program is free!

What are the rules 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!

Is Sugarfina Rewards available internationally?

No, only in the US 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 customer service team will help merge your accounts.

How do I earn points in the Sugarfina Rewards program?

For every dollar you spend with us, you receive a point ($1=1 point). Sweetly simple, right?
Visit the Earn tab in your rewards account for more sweet ways to earn points, including:
a. Like our Facebook page
b. Follow us on Instagram
c. Use our hashtags on Instagram monthly (up to 1 point per month)
d. Refer a friend to shop with us
e. Add event reminders to your account (birthdays, anniversaries, etc.)

How do I redeem my rewards?

Redeeming is easy:
a. Sign in to your rewards account at sugarfina.com/rewards and visit your Redeem tab to view and apply available rewards.
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 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?

Yes! Please let your candy concierge know you are a reward member when placing your order.

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

Yes, points expire on a 12-month rolling basis. For example, if you earn 10 points in March 2019, they will be valid for redemption until March 2020. You can track your point history in your rewards account . We will also send you an email when your status is 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 reward will be credited back to your account.

How and when do I redeem my birthday gift?

You can redeem your birthday gift anytime during your birthday month! Redeem it just like any other reward whether that is in your cart 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 in 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 and 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 (excluding taxes and shipping cost).

What is Pick Your Perk?

Pick Your Perk is a premium benefit exclusive to Sweet Elite members. Within the first 30 days of being upgraded to Sweet Elite, members can choose between two exclusive perks, including Sweet Season and free customization on an order of 100+ Candy Cubes.

How long do I have to pick my perk?

30 days from the date you reach Sweet Elite status. After this period of time, the Pick Your Perk premium benefit is no longer valid. Make sure you don’t miss out on this exclusive reward!

I picked my perk, but I want to change it. Is that possible?

No. Once you pick your perk as a Sweet Elite, you're locked into that perk as long as you maintain your status.

What is Sweet Season?

If you select this perk, you will get 20% off all Sugarfina purchases between June and September (exclusions apply).

Can I extend or use Sweet Season outside of June - September?

No. The Sweet Season premium perk is only valid within this window of time.

Does Sweet Season or Free Customization apply to corporate orders?

No, sweet season or Free Customization does not apply to any custom corporate orders.

I chose “free customization on 100+ cubes” for Pick Your Perk. How do I request this order?

Ready to get your order processed? Log into your rewards account and click “redeem” on the free-customization. Add it to cart, and check out as you normally would (even if there is nothing else in your cart). This will generate a request to the Sugarfina team. Someone will reach out to you within 48 hours. In-store? No problem, the store associate can assist in making the request for you.

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.