Sugarfina FAQ

Order FAQ

  1. Help, my shipping address is wrong!

    We’ll help you get your candy to the right place. Send us a note at hello@sugarfina.com or call 855-784-2734 with your order number and the correct shipping address. If your order hasn’t shipped yet, we’ll update the address prior to shipping your package. If your order has already shipped, we can work with FedEx to have it rerouted. Please note that rerouting a package may add extra transit time and rerouting fees.

  2. Help, I forgot to include a gift note!

    Please contact us at hello@sugarfina.com and we can add Gift Wrap/Note to your order for $5.

  3. Help, I forgot to add my promo code!

    No worries, we can help you with that. Please contact us at hello@sugarfina.com with your order number and the promo code you intended to use. Please note that promo code requests must be made within 24 hours of placing your order. After that, you’ll just need to save your promo code for next time.

  4. Help, I can’t find my order!

    Please contact hello@sugarfina.com with your name and billing address and we’ll help you find it.

  5. Help, my package is missing!

    Please contact hello@sugarfina.com with your order number and we’ll help you find it.

  6. Where can I send my compliments or complaints?

    We’d love to hear your feedback. While getting sweet notes is always wonderful, we also appreciate hearing about areas where we can improve. Please send any comments to hello@sugarfina.com. We share customer feedback with our entire team on a regular basis, so that we can celebrate what is working well, and improve areas that need to be fixed.

  7. What Credit Cards do you accept?

    At this time we accept Visa, Mastercard and American Express. We do not accept Discover.

Dietary Needs FAQ

  1. Do you have sugar-free candies?

    We are always on the lookout for new candies, including sugar-free candies. We don’t have any sugar-free candies yet, but we hope to introduce some in the future.

  2. Do you have kosher candies?

    Sugarfina is under the Kosher supervision of Kof-K and we have many Kosher candies! These candies can be identified by the “K” symbol on each product page. Click Here to browser our selection of Kosher Candies.

  3. 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. Scroll down and click on the Ingredients tab to view the ingredients and allergy info. Click on Nutrition Facts to view the nutrition facts panel.

    If you have a severe allergy, we recommend avoiding our candy. Our packaging facility handles candies that contain milk, soy, wheat, peanuts and tree nuts, and there may be traces of these allergens in any candy.

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

    Visit our Candy Shop page and check out the categories on the left side. You’ll see a section for Dietary Needs. Click to expand this section and you’ll find options for Fat-Free, All-Natural, Non-GMO, No Artificial Colors, No Artificial Flavors, Gluten Free, Vegetarian and Vegan. Click on an icon and you’ll see all the candies that meet that dietary need. These icons are also listed on the individual candy pages, just below the add to cart button.

Candy Care FAQ

  1. What is Sugarfina’s return policy?

    Because candy is perishable, we are not able to accept returns.

  2. What’s the shelf life of Sugarfina candy?

    Gummies and licorice have a shelf life of 6 months or longer.  Chocolates have a shelf life of 1 year.  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.

    If you have any other questions about caring for your candy, please email hello@sugarfina.com and we can provide some additional tips.

  3. 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.

  4. Where is Sugarfina candy made?

    We work with small artisan candy makers around the world who manufacture candies just for us.  From a tiny workshop in Genoa, Italy to a family-owned factory in Greece, we pride ourselves on working with high quality artisans who create candies the old-fashioned way, using only the best ingredients and techniques.  More than 2/3 of Sugarfina candies can’t be found anywhere else in the U.S.

  5. I have an idea for a candy that Sugarfina should carry, who should I contact?

    Great, we’d love to hear about it!  Please send your idea to hello@sugarfina.com and we’ll take a look.  It’s a tough job, but somebody’s gotta taste test the world’s candy.

Shipping & Delivery FAQ

  1. What shipping options are available?

    We offer three shipping options:

    1. Standard will arrive within 2-5 business days (Monday-Saturday). Please note orders may take up to 48hrs to process if shipped with standard service.
    2. Expedited 2-Day is guaranteed to arrive on the 2nd business day, if the order is placed by 10am PST (Monday-Wednesday).  If the order is placed by 10am PST on Monday, the package will arrive by end of day Wednesday. Orders placed after 10am PST Wednesday will ship the following Monday.
    3. Expedited Overnight is guaranteed to arrive the next business day, if the order is placed by 10am PST (Monday-Thursday). Some large orders may require extra processing time.  If your order requires extra time to fulfill, we will contact you via phone and/or email.

    *PLEASE NOTE* Sugarfina cannot be held liable for delivery delays caused by inclement weather.

    It’s a fact – candy can melt in warm weather. We want your order to arrive in the best possible condition, so we have made the following adjustments to our shipping policy for the warmer months:

    • We do not let packages to be transported over the weekend during the warmer months of the year, as this increases the chance of melting. Thus, we do not ship any orders on Friday.
    • Expedited 2 Day and Overnight orders placed on Thursdays after 2pm will not ship until the following Monday.
    • We do not offer Standard shipping to the following states during the warmer months: Alabama, Florida, Hawaii, Louisiana, Mississippi, Nevada, Texas. *Note* Any Free Standard Shipping promotions are excluded from these states during the summer months.

    When you select expedited shipping, we may use air or ground shipping as necessary to get your items to you within the promised time frame.

    Shipping to arrive on a Specific Date:  If you would like your order to arrive on a specific date, please email hello@sugarfina.com to arrange the details.

    Shipping to Multiple Addresses:  If you are shipping to multiple addresses, please contact us at custom@sugarfina.com and we can assist you.

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

    International Shipping: We currently only accept orders being sent to the U.S. on our US website. If you would like to ship a package to Canada please visit our Canadian website. If you would like to ship to any other international address, please contact hello@sugarfina.com and we can assist you.

    Holidays: Our warehouse is closed during the below holidays. Orders will not be processed or shipped on these days.

    Memorial Day
    Independence Day
    Labor Day
    Thanksgiving
    Christmas
    New Year’s Eve
    New Year’s Day

  2. Which shipping carriers do you use?

    We ship most packages via FedEx Ground and FedEx Express.

    For international shipments, we ship via FedEx International.  Please email hello@sugarfina.com for an international shipping quote.

  3. Do you offer same-day delivery?

    We offer same-day delivery via Postmates at most of our retail boutiques (deliveries may be restricted to a 5-mile radius surrounding the boutique).  Visit the Postmates website or download their mobile app and search for Sugarfina to confirm availability.

  4. My package appears to be lost, please help!

    Please contact hello@sugarfina.com with your order number and we’ll help you out.

  5. Do you ship internationally?

    Our website currently allows shipping to the U.S. and Canada only. We only ship orders internationally over $100 USD. For a quote please contact us at hello@sugarfina.com with the specifics items you are interested in purchasing. If you’d like to ship a package to Canada please visit our Canadian website to place your order.

  6. How can I ship to multiple addresses?

    If you would like to ship to 50 or more addresses, please contact custom@sugarfina.com and we’ll email you our multiple shipping address template.

  7. How do you handle shipping in hot weather?

    If you are shipping your order to a destination where temperatures are above 75° F we strongly suggest considering the below list of candies that are a bit less heat-sensitive then chocolates and caramels.  Please be advised that these candies can still melt in hot conditions (e.g. 85° F and up).

    Warm Weather Appropriate Candies and Gift Sets

    Bentos & Gift Sets:
    Will You be my Bridesmaid or Maid of Honor Giftsets
    Cheers! Giftset
    Gummy Love 8pc Bento
    Gummy Love Tasting Box
    Love Bites Giftset
    Pucker up Giftset
    Thank You Giftset

    Chocolates
    Aphrodite Kumquats
    Aphrodite Strawberries
    Athena Black Cherry
    Bling Rings
    Chocolate Marshmallow Eggs (milk and dark)
    Chocolate Sparkles from Greece
    Dark Chocolate Jordan Almonds
    Dionysus Walnuts
    Fruity Loops
    Holland Mints
    Marzipan Eggs
    Princess Pearls
    Rainbow Raisins
    Robin’s Egg Caramels
    Sugarfina Pearls

    Gummies
    #1 Swedish Fish
    Apple Frogs
    Apricot hearts
    Baby Butterflies
    Baby Champagne Bears
    Beach Buddies
    Bear-y Smoothie
    Bella Rosa
    Berry Vanilla Pies
    Bitty Berries
    Black Currant Berries
    Blueberry, Lemon, Blood Orange, Citrus & Strawberry Fruttini
    Bubbly Bears
    Champagne Bears
    Champagne Bubbles
    Cola Cuties
    Cuba Libre
    Fruit Pillows
    Gummy Euros
    Gummy Farm
    Gummy Kicks
    Gummy Mango
    Hearts Afire
    Heavenly Sours
    Ice Cream Cones
    Long Stem Roses
    Love Parfait
    Mama & Baby Bears
    Mama & Baby Pigs
    Pale Ale Pints
    Peach Bellini
    Queen of Hearts
    Royal Roses
    Sassy Strawberries
    Sour Fizz Cola Cuties
    Sugar Lips
    Super Sour Hearts
    Sweet Strawberries

    Licorice 

    Caramel Licorice
    Dulce De Leche
    Finnska Black
    Finnska Red
    Licorice Cubes
    Licorice Scotties
    Salt-Dusted Fish
    Sea Salt Licorice

    Bits & Pieces
    Cherry Sweethearts
    Confetti Dolci
    Fruits De Mer
    Frutta Bella
    Hello Bambina
    Hello Bambino
    Kyoto Blossoms
    Piccolini
    Poco Dolce Hazelnuts
    Superfruit Jelly Beans
    Candy Flowers

  8. Do you include packing slips or pricing in your shipments?

    No, we don’t include packing slips or any pricing information in the shipping box as our candies are frequently sent as gifts. If you’d like to indicate who your package is sent from please select gift warp at checkout to include a hand written note with your purchase. Note, we do not include sender information in our packages unless a gift note is selected at checkout.

  9. What’s in side the shipping box?

    Your candy is packaged in a beautiful aqua Sugarfina shipping box,* so it looks great all the way from our boutique to your door.  Open the box, you’ll find a hand-written note from us on top and your candies if the Shipping and Billing name are the same. If the orders is sent to another recipient a note saying “From, [Billing Name]” will be included. As many of our packages are sent as gifts we do not include invoices in any of our orders.

    If you would like to send your order without a From note included please contact us at hello@sugarfina.com with your order number as soon as your order as placed and we will do our best to assist you.

    * standard white or kraft boxes may be used on larger orders

  10. What’s included in gift wrap?

    Gift Wrap ($5) includes a beautiful white satin ribbon bow and a hand-written gift note on Sugarfina stationery.  Please note that Gift Wrap bundles all items together into one package.  If you would like multiple items to be gift-wrapped individualy please contact hello@sugarfina.com

Sugarfina Retail Stores FAQ

  1. Do you offer delivery at your stores?

    We offer same-day delivery via Postmates at most of our retail boutiques (deliveries may be restricted to a 5-mile radius surrounding the boutique).  Visit the Postmates website or download their mobile app and search for Sugarfina to confirm availability.

  2. Can I buy bulk candy at a retail location?

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

  3. Do all stores have the same selection of candy?

    The candy selection varies at each of our retail shops.  If you are looking for a specific candy, please contact your local store to confirm availability.

  4. Your gift bags are so pretty, can I have a bunch of them?

    Yes they’re available for purchase online here and in store. We also sell treat bags which are perfect for candy bars.

  5. Can I arrange for an in-store tour or tasting?

    Yes, please contact heysugar@sugarfina.com to arrange a date and time.  We request at least 2 weeks advance notice if possible.

  6. Can I have a private party in your store?

    We offer private party services in some of our Sugarfina boutiques.  Please visit our party page for more information.

Promotions FAQ

  1. How do I redeem a promo code?

    To redeem your promo code, please enter the code on the checkout page and click submit.  Please note that promo codes cannot be combined. Only one promo code may be used at a time. For help please contact hello@sugarfina.com .

  2. Can I combine promotions?

    Sorry, only one promo code may be used at a time. Please note that Gilt codes are promo codes and may not be combined with any other offer.

  3. Are items excluded from your promotions?

    Certain product exclusions can apply to Sugarfina promotional codes. All non-candy items, such as cards and decorations are excluded from all promotions. All Non-Sugarfina branded candies are excluded from promotions as well.

  4. Can I used more than one gift card or candy card at a time?

    Sorry, only one gift card or candy card may be used at a time.

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

    Online promo codes may only be redeemed online.  In-store promo codes may only be redeemed in stores.

  6. GILT: How do I redeem my GILT code online?

    Shop to your heart’s content.  When you’re ready to check out, enter your Gilt Code in the “promo code” section of the shopping cart and click submit.  Please note that Gilt codes are not combinable with other offers and only one Gilt code may be used at a time.

Business FAQ

  1. Are you hiring?

    Yes, we’re always looking for great people to join our sweet team.  Click here for a list of current opportunities.

  2. How do I become a wholesale partner?

    To apply to become a Sugarfina wholesale partner, please complete our Wholesale Inquiry Form and a Candy Concierge will be in touch with you.

  3. Who do I contact for press and media inquireies?

    For press and media inquiries, please contact press@sugarfina.com

  4. Who do I contact about donations and charity requests?

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

Custom & Events FAQ

  1. How can I learn more about custom and corporate gift options?

    Please view our custom gift catalog here.  If you have any questions about our custom or corporate gift options, please email custom@sugarfina.com and someone from our Candy Concierge will assist you. Please note our minimum for custom orders is 50 units.

  2. What is the lead time for custom orders?

    Most custom orders require at least 2-3weeks lead time. Please note that lead time is the amount of time from placing your final order to your product being ready to ship.  Shipping adds an additional 1-5 business days depending on your location and the shipping method selected.

  3. Do you offer drop shipping for custom orders?

    Yes, we can drop ship to your recipient list.  Please contact custom@sugarfina.com for more information.Please note our minimum for custom orders is 50 units.

  4. Do you offer candy bars for events?

    We currently offer full-service candy bar services in Southern California only.  For events outside of Southern California, we offer bulk candy in a wide variety of custom colors. Please contact letsparty@sugarfina.com for more information regarding Sugarfina Candy Bars.

  5. I have a large order, who can help me?

    Yay, we love large orders! You can place most orders on our website, but if you have a very large quantity (1000 pieces or more of a particular item), you can contact us at custom@sugarfina.com for assistance.  Please note that large orders may require extra processing time, particularly during the holiday season.