Frequently Asked Questions

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Ordering & Delivery | Returns & Exchanges | Special Requests | Store & Company Questions | Product Questions

 

Where is my order?

An e-mail containing your tracking number will be automatically sent within a few hours of the package leaving our warehouse.  If you do not receive this e-mail because of an incorrect e-mail address entered during checkout, please contact us and we would be happy to look up your tracking information.

Why is my order late?

If you need an item by a specific date, we recommend to select FedEx 2-Day or FedEx Overnight shipping. Ground delivery will take 3-10 business days to arrive and may be delivered either by FedEx or your local postal carrier.

 

We make every effort to ship out all orders the same day they are placed if we receive the order before 1:00PM Eastern Time.  Occasionally, depending on the item(s) ordered, we may need an additional 1-2 business days to process your order.

If you need to place an expedited order that needs to arrive by a specific date, feel free to contact us with the item(s) you wish to order and we can confirm for you whether it will be shipped out same-day.

Do you ship to a military address?

Unfortunately, we are unable to deliver to APO/FPO military addresses.

Do you ship to P.O. Boxes?

Unfortunately, we do not ship to P.O. Boxes.

I want to order a heat sensitive product, like chocolate. How do you ensure items don’t melt in transit?

During warmer months and to warmer climates at our discretion, we will include cold packs in all boxes that contain heat-sensitive merchandise at no charge to you.  However, cold packs don’t stay cold forever!  If you live in a hot climate or if there’s a possibility the package may be left outdoors in heat, we highly recommend selecting 2-Day or overnight shipping or shipping to an alternate address.

I typed in an incorrect shipping or billing address when checking out – how can I fix this?

Incorrect billing addresses may cause issues during check out when the cardholder information doesn’t match the mailing address where your credit card statements are sent.  Aside from this security check, once an order is placed and an order confirmation e-mail is sent, an incorrect billing address causes no problems.

To fix an incorrect shipping address, please contact customer service by email (make sure to include the order number and the correct shipping address), and we will do our best to correct the issue before the package is shipped out.  Since we strive to offer same-day shipping on all orders received before 1:00PM Eastern Time (Mon-Fri), sometimes it’s not possible for us to intercept your order before it goes out.

If we are unable to correct the address in time and the address is undeliverable, we can re-ship the order at the customer’s expense, once the package is returned to us.  FedEx does offer an option to have a package held at a FedEx Office location for pickup by the recipient.  This option may not be available for some ground orders that are delivered instead by USPS.  Please contact FedEx at 1-800-GO-FEDEX for specific delivery requests.

Do you ship internationally?

At this time, we are only able to ship within the United States and Canada.  Some of our international customers use freight forwarders in the United States who will accept orders on their behalf; however, for security reasons, orders sent to a freight forwarder may require additional identity verification at our discretion. We cannot be held responsible for orders after they reach the warehouse delivery address.

 

I made a mistake on my order! Can I revise or cancel it?

Changes to an order almost always require cancellation and placing a new order due to price differences, sales tax changes, and the fact that we don’t store credit card information.  Please email us at customerservice@itsugar.com with your order number and requested changes, and we will let you know as soon as possible what can be done.

Why are there multiple charges from IT’SUGAR on my credit card?

Occasionally, in an effort to serve you better, we will ship part of an order from one location, and another part from a different location. We will only charge your credit card once a package ships out, and only for the items in that box.

The combined total of the charges will never exceed the order total shown on your order confirmation receipt that is e-mailed immediately after the order is placed.
 
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How can I return merchandise purchased from a store?

Any 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 will only be offered a store exchange at the current selling price. Please note that bulk candy, gift cards, and clearance items are considered "final sale" merchandise, and are not eligible for refund or exchange.

After receiving my online order, I didn’t receive the correct item(s) or they arrived damaged.  What can be done?

Please contact us and we will arrange for a replacement or refund, depending on your preference. Please make sure to send photos in an email along with your order number. Depending on the item(s), we may provide a pre-paid FedEx shipping return label.  If you don’t live near a FedEx drop box or location, we will schedule a pickup from your location at our expense.

I changed my mind about my online order, or ordered the wrong size or color.  How can I make a return or exchange?

We can accept returns of any unopened product for any reason up to 60 days after the order date, but return shipping is the buyer’s responsibility if the return is not the result of our error.  Detailed return instructions are available on our Returns & Exchanges page.

I was notified of an online refund, but don’t see the refund appear yet.  When will I get my refund?

Depending on your bank or credit card company, refunds can sometimes take up to 3-5 business days to be reflected.  If it has been longer than 5 business days and you still don’t see your refund, please contact us for assistance.  For PayPal orders, refunds are issued immediately.

Can I return an online order to a store?

Unfortunately, online orders can only be returned by sending them in – instructions are available on our Returns & Exchanges page.  Our apologies for the inconvenience!
 
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How do I place a bulk order for a special event, or for resale?

We offer special pricing for all orders over $500.  Please contact us with your request and we will provide a custom quote.

I’m a party planner – how can I order a candy bar?

Please contact us with your request!

I saw an item in a store that I really like, but it’s not on your website. How can I buy it?

Many items in our stores are not available for online ordering, but we recommend calling the store nearest you to find out if they have what you’re looking for.  There are nearly 100 IT’SUGAR locations nationwide – if you found us while on vacation, it’s very possible there is a store near you, too!

Do you offer in-store pickup for an online order?

Unfortunately, online orders can only be shipped to a recipient address, not picked up at a store.  If you find a product online that you would like to pick up in a store, we recommend calling the store nearest you to find out if they have what you’re looking for.  Most, but not all, items on our website are also available in most of our store locations.

Can I customize the gift message?

Of course! During the checkout process, you will be able to enter a gift message and have the option to choose to print it on a card or on the packing slip.

Are there prices printed on the packing slip if I’m sending something as a gift?

Prices are never printed on the packing slip, or shown anywhere on the package (except for orders shipped to Canada due to customs paperwork). This is true regardless of whether the order is marked as a gift order.

Do you offer gift-wrapping?

Unfortunately, at this time we do not offer gift-wrapping.  However, we do have a selection of gift boxes that are available online only!

Can I schedule delivery for a specific date or time?

At this time, we are unable to accept an order in advance for delivery on a specific date.  We recommend waiting until 3 business days before the desired delivery date, and then placing a FedEx 2-Day order.  We guarantee on-time delivery if 2-Day or overnight delivery is selected, and we will refund your shipping charge if it is delivered late.  Currently, FedEx does not offer the ability to select a specific time of day when the delivery will take place. FedEx does offer an option to have a package held at a FedEx Office location for pickup by the recipient. This option may not be available for some ground orders that are delivered instead by USPS. Please contact FedEx at 1-800-GO-FEDEX for specific delivery requests.

Can I use my IT’SUGAR gift card to order online?

Unfortunately, at this time we are not able to accept IT’SUGAR gift cards for an online order at this time, nor do we offer online gift card ordering.  We apologize for the inconvenience!
 
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Where are your stores located?

IT’SUGAR has nearly 100 store locations – check out our store locator to find one near you!

What are your store hours?

Normal store hours are listed on our store locator page for each store; however, store hours are subject to change at any time.

How do I apply to work at IT’SUGAR?

If you’re 18 or older and think you have what it takes, please apply on our Join Our Team page to ensure your application reaches the correct department.  A resume is required, and a cover letter is highly recommended. All currently open positions are posted on Indeed.com. Job applications are also available in person from any store manager.

Do you franchise your store locations?

At this time, we are not accepting franchisees within the United States or Internationally.

Who can I contact about marketing or promotional opportunities in a location near one of your stores?

Please contact us to submit your information.

Do you offer free promotional items?

We do not offer free samples or promotional items, except for contests and free gifts with purchase that we may advertise from time to time.  The best way to find out about our contests and giveaways is to join our e-mail list (below)

Do you accept donation requests?

At this time, all donations are made to Make-A-Wish Foundation through all of our stores. Unfortunately, we are unable to assist in other donations at this time.

How do I join your e-mail list?

Please enter your e-mail address at the top of our website by clicking “Join Our E-mail List”.  Subscribers will receive exclusive discounts and be the first to learn about new product releases and events.

How can I find out once an out of stock item is back in stock?

On each product page there is a link that says “Sign up to get notified when this product is back in stock”.  After logging in, you will see a message at the top of the screen that confirms your subscription to an alert e-mail.  You will receive a one-time e-mail the same day the product becomes available.

How do I unsubscribe from your e-mail list?

Sorry to see you go!  To be removed from our e-mail list, simply click the “Unsubscribe” link at the bottom of any e-mail we send.  You will then have the opportunity to confirm the listed e-mail address is correct, and then click Confirm.  Once confirmed, your preference will be saved and you will not be e-mailed again.  If you decide to place an online order after unsubscribing, you will receive transactional e-mails related to that order, but nothing else.

 

Is your website ADA compliant??

At IT’SUGAR, we are committed to ensuring that individuals with disabilities enjoy full access to our website. In recognition of this commitment, we are in the process of making modifications to increase the accessibility and usability of this website, using the relevant portions of the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) as our standard. Please be aware that our efforts are ongoing. If at any time you have difficulty using this website or with a particular web page or function on this site, please contact us at accessibility@itsugar.com, provide us with your contact information, and we will make all reasonable efforts to assist you.

How do I check the balance of my IT’SUGAR gift card?

At this time we do not have an online mechanism of checking your balance, but you can e-mail us at giftcards@itsugar.com with the number on the back of the gift card, and we will reply with your current balance.

I would like to film or take photographs at one of your stores, or rent the use of a store location as a party venue – how do I get permission for this?

Please contact the corporate office for more information – we will consider these requests on a case-by-case basis.
 
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Do you offer any kosher, halal, gelatin-free, gluten-free, dairy-free, or vegetarian candy?

We do offer selections in each of these categories, and nutritional information varies by item. Where available, more information is listed in the item details for each product. Jelly Belly, for example, is certified kosher, gluten-free, gelatin-free, peanut-free, and vegetarian. If you have questions on a specific product, please contact customer service.

Do you offer any sugar-free candy?

We do carry a line of IT’SUGAR Free candy in some of our stores, but these are currently not available for online ordering.