Shipping Policies

Our order processing time is 3-5 business days. Any shipping timeframe estimates provided at checkout indicate the approximate length of time an order will take to arrive after it has been processed and shipped. If for any reason, an order requires expedited processing, please reach out to us at prior to ordering to see if we are able to accommodate the expedited processing request. 
Hot Weather/Summer Shipping Advisory:
Ice packs are available at checkout. We also have a Cold Pack/Cold Shipping product available, wherein additional ice packs and/or an insulated box can be purchased.  Please be advised, however, that we make no guarantees that your items will not melt in extreme heat.  We recommend shipping heat sensitive products via a 2 day or sooner delivery option. If an item does melt, please allow the item to cool before handling or attempting to open.  Refunds will generally not be given for heat-damaged items (some exceptions may apply-please reach out to us with any questions or concerns).  USPS and UPS do not consider melted items to be a valid damage claim.  Please be aware of the weather in the delivery area and order accordingly.  
If you feel your package may require additional ice packs or special handling, please reach out to us via email at  Additional charges may apply.
Thank you!
Shipping is available within the United States for a flat rate fee of $8.50 per order or $9.50 per order when you choose an icepack shipping option.
Orders will be processed within 3 to 5 business days of receipt under normal circumstances.  Due to increased volume during peak periods processing times may increase.  Your orders are important to us!

Stated delivery times are carrier provided estimates.  Delivery times are not guaranteed service levels.  In all cases, to keep shipping costs low, we ship the most economical way possible.
Order Pick-up
Our store is located in City of Tonawanda, NY. You are always welcome to pick up your order and avoid shipping costs. Just be sure to choose the Store Pickup option at checkout. You will receive an email as soon as your order is ready for pick-up. It can take up to three business days to have your order ready.
Pickup Hours are during normal Store Hours:
Sunday: Closed
Monday: 1pm-7pm
Tuesday: 1pm – 7pm
Wednesday: 1pm – 7pm
Thursday: 1pm – 7pm
Friday: 1pm – 7pm
Saturday: 11am – 4pm
Note: If "In Store Pickup" is selected at checkout, your order will be held at the Hello Sweets Candy retail location located at 50 Main Street, Tonawanda, NY 14150 and will be available for pickup during any of our normal store hours. If you are unable to pick up the order and would like it to instead be shipped to you, please contact us and we can ship the order for our flat rate shipping fee of $8.50. If the order is not picked up after 60 days, and no other arrangements are made between the customer and Hello Sweets, the order will be disposed of as the items are food items that cannot be restocked after 60 days, and no refund will be given due to the loss of product. 

Incorrect Shipping Address

If a package is returned to us due to an incorrect address entered by the customer at checkout, the customer will be responsible for original shipping charges. If the customer wishes to have the package resent, they will be responsible for an additional $8.50 shipping charge. If the customer wants a refund, one will be issued upon request, minus the original shipping charges and a 10% restocking fee.
Please contact us if you entered an incorrect shipping address at checkout. The address can be updated prior to the shipment being sent out, with no cost to the customer. Unfortunately, if an incorrect address is entered and the package is not returned to Hello Sweets, no refund can be offered. 

Damaged Packages

It rarely happens, but if damage to a package is incurred during transit please contact us at or call us at 716-957-3997 within 48 hours of receiving the package. Please include pictures and a detailed explanation of the damage within your email.

We are sorry, but for simple health reasons we cannot accept any candy for a refund unless it is damaged in transit. However, we understand that there are exceptions to every rule. If you have a question regarding a return, please contact us to see how we can help you.

We are located in and ship Tonawanda, NY. Make note, Melted candy using any method of shipping is NOT considered a damage claim. Shippers do NOT air condition their cargo.  Please take the weather into consideration when ordering your product. Most shipments will arrive within 1-3 business days via USPS Priority Mail or via UPS after shipped, but we do not make any guarantee regarding shipping times.
As with anything, a mistake can happen. Please check your order within 48 hours. Any mistakes or damages not reported after 48 hours are no longer valid.
Lost/Stolen Packages
It rarely happens, but when your package says it has arrived and you have not received it, you must notify us by calling or emailing us within 48 hours of the package being delivered. You then will have to call the shipping carrier that day to let them know that there was no package delivered to your address and you must provide them your tracking number. They will then investigate if the driver did indeed drop it to the correct address. The shipping carriers have GPS tracking technology that will allow them to pinpoint the address the address was delivered to. If the shipping carrier determines the package was delivered to your address, then a refund/replacement package cannot be issued as the package may have been stolen. Any stolen packages cannot be refunded or replaced. If the shipping carrier determines that the package was lost, a refund or replacement can be issued and Hello Sweets will file a claim with the carrier. 
Multiple orders will no longer be packaged together unless we receive an emailed request asking us to do so at  Moving forward, each order will be sent separately.  

Order Cancellation 

We cannot cancel an order once it has been shipped. Please contact us as soon as possible if an order does need to be canceled. In addition, any custom/made-to-order products (ie: Custom Pick and Mix) cannot be refunded once they are made. Order cancelations are subject to a 5% restocking fee.