We ship year-round, Monday through Friday 8am to 3pm, excluding holidays. Most orders require 2-3 days for processing in addition to transit time. Transit time varies on location and selected shipping method. Shipping time is based on item availability. Please see the map at the bottom of this page for estimated transit times. 

Please see our Warm Weather Shipping Policies during the months of May to September.

••• Free Shipping for contiguous U.S. states (excluding HI, AK, and U.S. Territories and Outlying Areas)
Free shipping on all orders over $99 or more.  Free shipping promotion does NOT apply to Alaska, Hawaii, and U.S. Territories and Outlying Areas such as Guam, Puetro Rico, U.S. Virgin Islands and others.

For questions:
Tel: 877-817-9338 (USA, Canada, Puetro Rico and Virgin Islands)
Email: sales@sweetfactory.com

Please use the shipping calculator at the bottom of Checkout pages to see the total of shipping charges of your order. 
The shipping rates will vary according to your order's final weight*.
*UPS DOES NOT ship to P.O. Box addresses.

••• Warm Weather Shipping  
Due to temperature variances across the country, we may choose not to ship over the weekend in order to ensure premium quality upon arrival.
During the summer, all chocolates and orders containing chcolates require faster shipping methods. 
Free cold packs are included. NO REFUNDS for melted candies, if standard shipping method is chosen.

If you live on the East coast it is recommended that you upgrade your shipping method, USPS Priority Shipping is recommended. Faster delivery will protect the candy against extended transit times.

“Insulated Shipping” is available for $5. Insulated shipping is recommended for protecting shipments against high temperatures.  Shipping with the proper type of insulation means you can shop with ease. 

  • SKU # : HeatShipping
  • Insulated Liner and Ice Packs
  • Protects against high temperatures or long transit times. 
  • Preserves freshness, quality, taste and color.
  • Leak resistant.
  • FDA compliant.

••• Standard Delivery  
Standard ground shipping orders are processed within 3 business days and shipped Monday through Friday. Most orders usually arrive within 7-10 business days to most locations.
••• Faster Shipping 
Orders requiring expedited shipping (3-Day Select, 2-Day Air or Next Day Air), call Tel: 877-817-9338 for assistance.  Rush orders must be placed by 11 am PST Monday through Thursday (pending stock availability). Orders placed after 11 am PST will start processing on the next business day.  Orders placed on Friday will be processed on the following Monday. Please note that the days of transit is counted by 24 hrs increments from the day the items become ship-able.
••• USPS Priority Shipping 
USPS Priority WILL NOT be considered as an expedited shipping option.  Please call tel: 877-817-9338 for any faster shipping needs. Any USPS Priority will have a regular transit time, 7 to 10 business days.
••• P.O. Box, APO and FPO Addresses 
Orders to APO/PO addresses must be sent via standard shipping and cannot be guaranteed to arrive by a specific date. These orders may take up to 16 business days to be delivered. In order to make sure your order is fresh and in its best possible condition, we recommend that you provide us with a physical street address where your order can be sent.
Faster shipments are not available for P.O. Boxes, APO or FPO addresses.
••• Canada Orders  
Canada orders are processed within 3 business days and shipped Monday through Thursday. Most orders usually arrive within 7-16 business days depending on the province.
If you choose Canada Standard Shipping method, local fees(GST, PSP Tax, HST or Brokerage Fee) may apply at the time of arrival.  Sweet Factory CAN NOT be responsible for any fees applied by the local authority.  The fees may vary depending on your province's policy. No refund for Canada orders.
••• International Orders 
Please note: only payments via Paypal will be accepted.
For all international orders(excluding Canada), please open an account on our website, choose your country and shop at ease.  For any questions, email us at sales@sweetfactory.com.  International orders are processed within 3 business days and shipped Monday through Wednesday.  Most orders usually arrive within 10-16 business days.  Absolutely NO refund on international orders, including shipments to Canada.

Returns &  Exchanges

We want our customers to be completely satisfied with our products.  If you are not happy with your order we will accept return of unopened products within 7 days of receipt, with the following exceptions and conditions:

• We offer NO refund or exchange on bulk candy, personalized product or custom orders.

• Absolutely NO refund on international orders, including shipments to Canada.

• Toys, pillows, apparel and other items must have the original tags still attached and must be unworn and undamaged.

• When your order is shipped, we will provide you with a tracking number. If you did not receive your order, but your tracking number says it has been "delivered". Please notify us with in 3 business days.  If your complaint falls out side of this we will be unable to refund or replace your order. 

To request a return/exchange, email to complaints@sweetfactory.com for a prompt, courteous replacement, exchange or full refund within 7 days of receipt.  Indicate the order number, the product name and reason for your exchange/return. Please note, original order shipping costs are not refundable or transferable. 

We will refund the purchase price of the merchandise plus any taxes you were charged. The refund will be processed in the manner in which you paid. 

Please allow a minimum of 14 days to receive and process your return or exchange.

We do apologize, but shipping charges and return shipping will not be refunded unless the return is a result of our error.

We do recognize that sometimes product gets damaged en route. If this happens, we request that you email to complaints@sweetfactory.com or call our online store customer service line at Tel: 877-817-9338 immediately.