IN-STORE RETURN POLICY
Returns 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. Face masks are final sale and not eligible for refund or exchange.
Returns without original receipt
Merchandise returned without a receipt will only be offered a store exchange at the current selling price.
Final sale policy
All bulk candy, face masks, gift card purchases and discounted final sale merchandise are not eligible for refund or exchange.
ONLINE 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 in an email along with your order number). 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. 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. Face masks are final sale and not eligible for refund or exchange.
- 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. If we do not receive photos, we will not issue a pre-paid return label.
- 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 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.
How do I return my item(s)?
1. Contact our customer service department by phone at 877.385.0833. Our customer service hours are Monday - Friday, 8:00 am – 5:00 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 to:
3155 SW 10th St, Sweet A
Deerfield Beach, FL 33442
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