Shipping & Production
Please note that items only ship AFTER they are produced. Since some items are custom, with different amounts of time needed to create based on the product, order size and current workload. In addition, you choice of shipping will determine how fast your item arrives to you. Once we have shipped your order, we can NOT be held responsible for issues that may arise with the shipping company. In the event an issue arises with the shipping company, when brought to our attention we will work with you to track and possibly RUSH a replacement if needed on a case by case basis.
Sugar Art Supply does not offer refunds on any edible items. We take great pride in our designs, custom confectionery pieces and limited bakery supply items. In the event of a special circumstance, please contact us so that we can resolve any problems with your order.
Please note that all items are custom unless they state otherwise. Our production hours are based on our normal business hours of Monday through Friday. Please note we do not produce/design/ship on weekends. If you have a specific date, please put it in the order notes so that we are aware of it. Please note, if you require a same day turn-around, a rush fee will be assessed. That being said, most items will have an average production time around as follows:
Edible Bottles, Ice Cubes and Mini Bottles: 7-10 Business Days
Custom Edible Images / Precuts on Frosting Paper: 48-72 Business Hours
Wafer Paper Designs (Feathers, Music Sheets, Butterflies): 48-72 Business Hours
Personalized Lollipops: 1-2 Weeks On Average for Small Orders
Sugar Art Supply stocks different confectionery supplies including Chocolate, Whip N Ice, Icing, Glitter Dust, Poppy Paints, Artisan Accents, Fondant, Luster Dusts and many other supplies. We do our best to process orders within 48-72 Business Hours and ship out based on selected shipping. In the event a product is out of stock, we will contact you with the option to WAIT OR to take a refund of the product. Please note, on occasion, incoming orders MAY BE held up in customs. If you need an item fast, please select PRIORITY MAIL so that after it is processed, you can expect your order in 2-3 business days if it is in stock. PLEASE let us know in the cart notes if it is for a specific date so we can see if we can accommodate you. First Class Mail is NOT guaranteed and includes no insurance. In addition, Priority Mail shipments take priority over First Class shipments.
Sugar Art Supply is located in St. Louis, MO and therefore is central for most shipping locations.
Please note that all shipping is via USPS First Class Mail for most small, light weight orders for $4.95 Flat Rate unless you request a different provider. USPS is NOT Guaranteed unless you pay for EXPRESS Service. Contact us to arrange shipping through Fed Ex, UPS or another shipping vendor. I can not be held responsible for USPS not shipping as predicted.
Please note the AVERAGE USPS Shipping Times:
First Class 5-7 Business Days (St. Louis Area Averages 1 Business Day, Not Guaranteed)
Priority Mail 2-3 Business Days (St. Louis Area Averages 1 Business Day, Not Guaranteed)
Express Mail 1-2 Business Days (Guaranteed)
Many items created by Never Forgotten Designs are sugar items and this is a sensitive media for art creation. Some of them are very delicate, and breakage during shipping may and does occur. We do our best to protect all items for shipping. It is not just a disappointment on your end if something breaks in shipping. It is for us as well, as we have invested a great deal of time and passion into your creations. That being said, if something does happen, contact us so we can find a fair means of making everything right.
Please note special order items or HEAVY items do not ever ship for free. We will access the invoice when we go to ship to get you the most competitive quote.
LOCAL BAKERY DROP OFF:
Sugar Art Supply is located in St. Louis, Missouri and therefore we are happy to drop items off to local bakeries within 15 miles of 63010 for established bakeries on our Thursday runs. Please let us know the date of your event in your order notes and bakery's information.
EDIBLE ITEM INFORMATION:
Due to the nature of edible items, they can not be returned. Your order MAY be able to be cancelled if we have not started production of it. It would have to be on a case by case basis, please contact us. Please view out Edible Image FAQ and Edible Items FAQ pages for information on what to expect, how to store and other important information.
DIGITAL DESIGN INFORMATION:
Due to the nature of custom designs, they can not be returned. Your order MAY be able to be cancelled if we have not started production of it. It would have to be on a case by case basis, please contact us. Please note, all custom digital designs allow for a proofing stage. Once approved for print, we will not be able to take responsibility for errors in the design including spelling, dates, names and other information. It is your responsibility to review your design thoroughly and let us know of any changes before you approve so that we can make the changes to perfect your design.