Return Policy
RETURNS & EXCHANGES
IN-STORE RETURN POLICY
Returns with original receipt (within 30 days of purchase)
Packaged Items or Apparel must be in the original packaging or condition as purchased, or unwashed and unworn. They 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 original receipt (or after 30 days of purchase)
Merchandise returned without a receipt, or after 30 days with a receipt, will only be offered a store exchange at the current selling price.
Final sale policy
All Bulk Candy, Gift Card Purchases and Markdown items are FINAL SALE and NON-REFUNDABLE.
ONLINE RETURN POLICY
Return policy
IT’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 (please make sure to send photos of the item as well as the shipping carton and any packaging, in an email, along with your order number). If you’re unsatisfied with the fit, quality, color, or size of an item, you may return the unworn, unwashed item. Candy may be returned if it is unopened and in its original condition. All items are checked for damages before the are shipped. We are not responsible for damages to shipping boxes or the contents once they shipped. Shipping fees are not eligible for refund.
Return/exchange limitations
- Items must be returned within 60 days from date of purchase.
- Edible items that have been opened may not be returned unless defective.
- If items are defective, after we review the photos, we will issue a pre-paid return label or refund for the merchandise only. If we do not receive photos, we will not issue a pre-paid return label or refund for merchandise or shipping fees.
- 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.
- All return shipping costs are the responsibility of the customer. We are sorry, we do not offer free return shipping.
Change your mind about an order?
If you wish to 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 but we're not responsible for return shipping costs. Once the item is received back, we will issue a refund for the cost of the item, excluding your original shipping cost.
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.
Example: Item shipped does not match item, size, color, or flavor ordered.
How do I return my item(s)?
1. Send an email to customerservice@itsugar.com, along with your order number, the reason for return and any photos of the item.
2. An IT'SUGAR Customer Service Representative will process your request and assist you with return shipping.
3. Include your packing slip with order number and write the reason for the return. We recommend to send the tracking number in an email as well.
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 (incorrect items), 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 will send the correct items as soon as possible.
6. If the return was due to a change of mind, please send back via FedEx or UPS. Once we receive the package, we will issue a refund for the merchandise only.
Send all returns to:
2. An IT'SUGAR Customer Service Representative will process your request and assist you with return shipping.
3. Include your packing slip with order number and write the reason for the return. We recommend to send the tracking number in an email as well.
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 (incorrect items), 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 will send the correct items as soon as possible.
6. If the return was due to a change of mind, please send back via FedEx or UPS. Once we receive the package, we will issue a refund for the merchandise only.
Send all returns to:
IT’SUGAR Barefoot Landing
Attn: Web Returns
4722-C Highway 17 South
Attn: Web Returns
4722-C Highway 17 South
North Myrtle Beach, SC 29582