Uniting Consumers, Nonprofits, Manufacturers & Artisans
Monday, May 21, 2018
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FAQ

Frequently Asked Questions

How long will it take for my order to arrive?

SugarShopper works with small to medium manufacturers and artisans. Many of our hand selected items are one of a kind or custom made this can affect your shipping date.

Here are some good general guidelines:

  • Ground Shipping: 3-7 business days for the manufacturer or artisan to process your order, plus 5 -7 business days for arrival
  • 3 Day Select: 3 business days add additional $10.95 to your order total
  • 2-Day Shipping: 2-3 business days add additional $17.95 to your order total

For further information, see shipping and returns

How do I track my order?

  • Once your order has been shipped SugarShopper sends an email to you with your tracking number.
  • If you have multiple items ordered you will receive multiple tracking number emails.
  • To track go to UPS.com or Fed Ex.com and copy and paste the tracking number.

Please note tracking information is available only after an item ships, which usually takes about 3-7 business days from the time you place an order.

Can I cancel my order?

Once you place an order, we send it immediately to our manufacturers or artisans. So in most cases we don't have the ability to modify or†cancel.

But you can return most items within 10 days of purchase for a refund and you will be responsible for shipping charges.

For further information, please go to Returns & Replacements.

How can I search for an item on SugarShopper.com?  Do you already know what product you're searching for?

Use either the keyword search at the top right of the SugarShopper page or use the advanced search link in the footer to search by a combination of product attributes like price, contribution value, brand or artisan, product origin as well as names and keywords.

Want to browse by category?

Choose the Shop link at the top of the page to see product categories.

How do I sign up for your emails?

Just enter your email address in the email box at the bottom of any SugarShopper.com  and click subscribe.

Please Note: Signing up for emails won't create an account for you. Similarly, creating an account doesn't automatically sign you up for our emails. You may choose to sign up by clicking the  "Sign Up For Newsletter" check box.  If you wish to create an account, click on the Signup link at the top of our site.

How do I receive a discount code?

You may receive discount or coupon codes in promotional emails.

How do I use the coupon code I received?

You can redeem your discount/coupon codes during checkout.  Enter your code and click apply coupon. You will see the discount applied subtotals box immediately.   

Can I use more than one coupon at a time?

You can only use one discount/coupon code per order.

Why isn't my coupon code working?

Sometimes, it helps to copy and paste the code into the discount code field instead of trying to type it by hand. Also, make sure that you are pasting the code into the discount code field. If your code is still not working, please contact us.

What forms of payment do you accept?

All payments go through PayPal. We also accept SugarShopper gift certificates upon checkout.

Where do you ship?

SugarShopper ships in the Continental United States.  We cannot ship to Hawaii, Alaska, Puerto Rico, the Virgin Islands or outside of the United States at this time.

What is the best way to reach SugarShopper?                          

For the fastest service, use our email form on the contact us page.

What are your hours of operation?  

SugarShopper, Inc. is located in New Mexico.   We are open Monday - Friday from 9 AM to 5 PM Mountain Standard Time, excluding Holidays.

How can I unsubscribe from your emails?

We'll be sorry to see you go, but here's how to unsubscribe: at the bottom of one of our emails, click the unsubscribe link to change your email settings and unsubscribe.

General

Is your information secure?

To protect the personal information that you submit to us, both during transmission and once we receive it, we follow the generally accepted industry standards.

All communications with customer information is transmitted securely and encrypted. We use Secure Sockets Layer (SSL) software to encrypt information you input on our site. When a transaction is processed, the information is transmitted to and from the site in encrypted form to help protect against interception.

How do I designate a different shipping address from my billing address?

After entering your billing address, there is a small box that states ship items to the above billing address. By checking this box, your items will ship to the same billing address. By unchecking this box, you will be able to enter a different shipping address.

Is my purchase(s) tax deductible?

No, according to IRS rules, if you receive an item of value, even though your good intent is to support a great cause, it is not tax deductible.

Do you guarantee your products?

We stand behind each one of our manufacturers and artisans products. If you're not satisfied with a product, follow our returns and replacements policy to send it back. Please note that some items are not returnable, but if you contact us we'll do our best to make sure you're happy.

How can I suggest a potential Manufacturer or Artisan?

We love hearing from our community. Some of our most popular items that we carry started out as suggestions from you. To submit a potential manufacturer or artisan go to SugarShopper.info.

Do you have a brick and mortar store?

No, we're an online retail store only.

Do you have a paper catalog?

No, we're online only.

How can I send a gift?  

Put the lucky recipient's address in the Billing Information section during Step 2 of checkout Ship to Different Address, click Continue button.

Please note: each order can only ship to a single address. If you would like to send gifts to multiple recipients, you must place multiple orders.

Do you gift wrap orders?  

At this time, we are unable to offer these services. All of our products come from different manufactures and artisans located across the United States. Your purchase will be shipped directly from them.

Do you offer gift certificates?

We have a great selection of gift certificates for you to choose from for any occasion. Click here to purchase a virtual gift certificate. Here are your two choices:

  • You can choose to receive the gift certificate yourself then print and give it to the recipient.
  • SugarShopper can email the certificate to the recipient who can choose to print the certificate. Once you complete the order, your recipient will receive an email with your message and instructions on how to redeem their Gift Certificate.

How Do I Redeem a Gift Certificate?

The certificate contains a special code that is entered at checkout to redeem the certificate.

How can I write a review of a product on SugarShopper?

SugarShopper always appreciates your feedback. Go to your product choice and click the Write a Review link. If you aren't logged in, you will need to before writing your review.

Who do I contact if I have a problem with your website?

Send an email to contact@SugarShopper.net  for technical problems or use the contact form on SugarShopper.com.

Who do I contact if I have a problem with my order?

You would contact us at using the contact form on this site.

Donation Questions

How can I be sure that 10% will go to the cause of my choice?

Your support value is listed from item selection to checkout.

Can I choose more than one cause when shopping on SugarShopper.com?

Because Sugar donates 10% to the cause of your choice, you will only be able to pick one cause per order. If you would like to shop for more than one cause, you would start shopping again at SugarShopper.com and choose a new cause at checkout.

Will my information such as email address, name, and shipping address be shared with other entities?

No. SugarShopper.com does not share you informatiuon with any other entities.

Orders

If you need help placing an order, please call us at 505-255-4267 Tuesday to Friday from 9 AM to 5 PM Mountain Standard Time (except holidays).

We'll take your order information, then place the order on your behalf through our website. You will receive an order confirmation via email.

If you get our voicemail (we are sometimes busy helping other customers), just leave a message and we'll call you back as soon as we can.

Do I need an account to place an order?

No, you can check out as a guest.

Can I add to my order once it has been placed?

Unfortunately, we cannot add to your order after it's placed. Orders are sent to our manufacturers and artisans as soon as they are received and processed.

Can I store a credit card on file?

No SugarShopper does not keep any credit card information on file.

Do you accept PayPal?

Yes, PayPal is our only form of payment at this time.

Can I use an international credit card to order?    

We accept international credit cards as long as they are accepted by PayPal.

Is there sales tax on my order?  

Only supporters who purchase within the State of New Mexico will be charged sales tax.

When will I be charged?

Your credit card will be charged as soon as you confirm your order.

How do I see my order history?

If you have created an account you can view your current and past orders. Click MyAccount at the top of the SugarShopper page.

Shipping

How can I qualify for free shipping?

SugarShopper offers *Free shipping within the Continental United States only, the following exceptions apply; very large items, some special orders and items over 50 pounds are not eligible for free shipping. These items will incur an additional shipping charge, SugarShopper will contact you with the current shipping rates within one business day.  

Applies only to orders shipped via ground to a single address in the 48 contiguous states, which excludes Alaska, Hawaii, Puerto Rico, and the Virgin Islands.

Please refer to the shipping and returns page for details.

How long will it take for my order to arrive?

Your order will be shipped within 5-7 business days. You will receive a shipping confirmation email with shipper tracking numbers once your order has been processed. Some orders will be shipped as separate deliveries from multiple destinations. Shipping is by standard ground. A packing slip will be enclosed in your package(s) by the manufacturer(s) for your use. The packing slip will include a list of the items ordered and shipped, your shipping information and information on how to return or exchange items.

Here are some good general guidelines:

    • Ground Shipping: 3-7 business days for the manufacturer or artisan to process your order, plus 5 -7 business days for arrival
    • 3 Day Select: 3 business†days add additional $10.95 to your order total
    • 2-Day Shipping: 2-3 business days add additional $17.95 to your order total

We do our best to estimate shipping times for you during checkout.  We have a shipping estimator available at the beginning of the checkout process. Enter your Sate and zip code and we will estimate the shipping cost.

Where do SugarShopper products ship from?

If you order multiple items, your products can originate from multiple manufacturers and artisans. For example, if you have selected five items, you might receive five packages from five different manufacturers and artisans. You will receive complete details when the items are ordered.

Can shipping be expedited?

SugarShopper has the option for 2 or 3 day select shipping.

Can I change my shipping method after I have placed an order?

Your shipping method cannot be changed after you have placed your order.

Can I change the shipping address on my order once it has been placed?    

If you accidentally listed the wrong shipping address on your order, please contact us as soon as possible.

Why is my tracking information incomplete?

You can only use a tracking number once the item has been picked up by United States Postal Service, UPS or Fed Ex. Once your product has been processed it can take up to 48 hours for your tracking information to be generated. If it has been more than 48 hours and you have not received any tracking information, please contact us.

Do you deliver to P.O. Boxes?

SugarShopper ships via UPS or Federal Express must be sent to a street address; they cannot be shipped to a P.O. Box, APO address, FPO address, or a DPO address.

Can I ship to multiple addresses?

No. For now, if you'd like to ship to multiple addresses, you will need to place multiple orders. We are hoping to bring this functionality to our customers in the future.

Do you ship internationally?

Sorry, not at this time.

Return Policy

We are happy to assist you with returns and replacements. All returns must be authorized by SugarShopper to be eligible for a refund. You may return most new, unopened items for a full refund. Purchaser is responsible for all return shipping charges. Return shipping charges will be deducted from the refund amount.
Please note: for health and sanitary reasons, we cannot accept returns of certain items (such as food, custom products, hygiene products, cosmetics).
Purchaser has ten (10) days from the date of invoice to notify Sugar of a return request. Please call SugarShopper at 505-255-4267 Monday to Friday 9 am to 5 pm (MST) for a return authorization.

Damaged or Defective Item Policy

If you received a damaged or defective item, we'll ship you a replacement of the same item. Before a replacement can be issued, you must email picture of the damaged item to contact@SugarShopper.net within 24 hours of receipt of the item. SugarShopper will contact you after receipt of the photograph to arrange for a replacement item. Please contact SugarShopper at 505-255-4267 Monday - Friday 9 am to 5 pm (MST) if you have any questions regarding replacement of a damaged or defective item.

Once the return has been authorized Sugar will email you a return shipping label and packing slip.

Return Shipping Costs

       Return shipping charges will be deducted from the refund amount.

Exchanges

Unfortunately, we cannot process exchanges at this time.

My Account

How do I create an account?

Go to the top-right corner of our site and click the "sign up" link. Or, create an account when you check out.

I've ordered with you before; does that mean I have an account?

Not necessarily. If you checked out as a Guest in the past, you must create an account with us to enjoy benefits such as being able to see your order history, write reviews and more. Orders placed as a guest will not be visible in account history.

I get email from SugarShopper, does that mean I have an account?

Signing up for the email promotions does not automatically sign you up for an account with us. These are two different processes.

Why can't I log in?

You might not have an account. Please note that signing up for our email list does not automatically create an account. If you are uncertain whether or not you have an account, please contact us. If you have forgotten your password, you can use the Forgot your password link on the log in page.

How do I change my password?

Log into My Account and go to Account Information and check the "change password" box and follow the†instructions†to change your password.

How do I change my email address?

Log into My Account and go to Account Information and follow the instructions to change your email address.

If the billing zip code we have on file does not match the one on your credit card, an authorization hold (sort of like a pending charge) will be applied to your card.

But don't worry, this will be resolved and removed from your account within 3-5 business days. You do not need to take any action.

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