Returns & Exchanges
In-Store Return PolicyReturns with original receipt
· Unwashed, unworn, defective merchandise and packaged goods in the original packaging may be returned within 30 days of purchase date for a full refund. Refunds will be issued in the original form of payment.
Returns without a receipt
· Merchandise returned without a receipt will only be offered a store exchange at the current selling price.
Final Sale Policy
· All bulk candy, gift card purchases and discounted final sale merchandise are not eligible for refund or exchange.
Online Return PolicyIT’SUGAR unconditionally guarantees all products we sell at our online store to be free from defects of workmanship. We will gladly replace or refund any defective items you wish to return, if you’re unsatisfied with the fit, quality, color, or size of an item, you may exchange it and choose an item in another size or color.
· Items must be returned within 60 days from date of purchase.
· Edible items that have been opened may not be returned unless defective.
· Items that have been laundered or altered in anyway cannot be accepted for exchange or return.
· Items purchased from the IT’SUGAR online store cannot be exchanged or returned at IT’SUGAR stores.
Change your mind about an order?
If you wish to exchange or return an item you ordered online because you don’t like the style, fit, or color, or just don’t want the item for whatever reason, we do accept returns or exchanges but we're not responsible for return shipping costs.
What to do:
1. Write ‘EXCHANGE’ or ‘RETURN’ on your packing slip/shipping label, and include a note indicating your contact information and reason for the return.
2. If you are exchanging an item, indicate the style, color or size of your desired replacement.
3. Place the item(s) you wish to return in a suitable box or padded envelope, along with the original packing slip and/or the information we would need to identify your original order.
4. Unless it was our mistake, you are responsible for return shipping charges. We recommend using a carrier that provides tracking information or delivery confirmation. IT’SUGAR is not responsible for lost or damaged returned shipments.
Did we make a mistake?
If we made a mistake with your order, we will take care of return shipping and send you a replacement at no additional cost to you.
Example: Item shipped does not match item, size, color, or flavor ordered.
What to do:
1. Contact our customer service department by phone at 877.385.0833. Our customer service hours are Monday - Friday, 9:00 am – 6:00 pm EST.
2. An IT'SUGAR Customer Service Representative will process your request and assist you with return shipping.
3. Write on your packing slip the reason for the return, and indicate the item(s) that need to be corrected.
4. Place the item(s) you wish to return in a suitable box or padded envelope along with the original packing slip.
5. If the return is the result of our error, we will send you a prepaid FedEx Ground return label via e-mail. Simply put it on your return package, and mail it back to us. We'll send you a replacement as soon as possible!
Send all returns and exchanges to:
Attn: Returns & Exchanges
3155 SW 10th St, Sweet A