Shipping policy
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.
Hot Weather/Summer Shipping Advisory:
Ice packs are available at checkout. Please be advised, however, that we make no guarantees that your items will not melt in extreme heat. If it 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 contact@hellosweetscandy.com. Additional charges may apply.
We will be limiting the amount of chocolate for sale on the website until fall, but we do have many hot weather-friendly candy options available.
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.
Damage Packages
It rarely happens, but if damage to a package is incurred during transit please contact us at contact@hellosweetscandy.com 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.
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.