Customer Service
Self Service
Contact Us
Email: sweetcityshipping@gmail.com
Local: 615-874-1445
Return or Refund Policy
Thank you for shopping at Sweet City USA™. We will work hard to make sure you receive timely and excellent customer service and to ensure that you are completely satisfied with your order.
Return Policy
IF you would like to return an item for refund or replacement, please email us info@sweetcityusa.com
In general, our return policy is - 14 Days UNUSED and in ORIGINAL packaging. For your safety, we DO NOT accept returns
of edible products. Edible products include all products listed in the Edibles, Coloring Products, and Gumpaste Flowers categories, as well as items listed in the Ingredients and Flavorings Sub-Categories.
With that said… don't worry; we'll work with you to make sure you're happy w/ your purchase.
Shipping
Our shipping process is fast and automated – you can obtain an instant shipping quote at the beginning of the checkout process for both domestic and international orders. We ship quickly - orders received before 10AM are almost always shipped the same day. Sometimes when we’re running a really popular sale, it might take an extra day so if your order is urgent, give us a call so we can make sure we’ll meet your need. Sweet City USA™ ships out of Nashville Tennessee so if you are in a neighboring state like GA, KY, VA, NC or AR, then shipping costs are lower and delivery times are faster (typically 2 days UPS Ground). Sweet City USA™ always takes great care in packaging your orders to make sure they arrive at your doorstep in proper condition. We ship in boxes made of recycled materials and the air pillows we use to cushion and protect your order are made of biodegradable materials.
Shipping - Domestic
Sweet Wise™ ships via United Parcel Service using UPS Ground. Delivery time via USPS Priority Mail in the US typically takes two to three days to most locations.Delivery times via UPS Ground is 1 to 5 days. For UPS Ground, there is a map depicting delivery times on the shipping checkout page. Shipping via USPS is not guaranteed.
Shipping – International
Sweet City USA™ ships internationally on a daily basis via the United States Postal Service using First Class and Priority International service. First Class service is only available up to 4 pounds (1.8kg). USPS First Class International is not a traceable service. We do include a tracking number on First Class packages but this is only for our delivery confirmation. International deliveries generally take 7 to 10 days but can take longer depending on the service on your end. Some international deliveries take as long as 20 days in some provinces and countries.Substantially, all packages arrive at their destination in good order but occasionally a foreign postal service will "lose" a package. Sweet City USA is not responsible for lost packages. Delivery via USPS is not guaranteed. Many countries such as Australia, UK and Scotland require duties and/or taxes on shipments entering their borders. Typically these fees amount to $10 to $50 depending on the value of the order and your specific country. If you’re concerned about incurring an additional fee, please inquire with your local postal service to see if your order will be subject to these additional fees.
Shipping – International Canada
Shipping – International Canada Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf. Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD$ 10, plus any applicable duties and taxes. Shipments valued at CAD$200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees. Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time ( 1-800-742-5877 ) to pay these charges, eliminating the need for payment on delivery.”
Damaged During Shipment
If you receive damaged merchandise, please email a picture (in the original shipping box if possible) to us at sweetcityshipping@gmail.com and according to your preference, we'll send out a replacement right away or we can issue a refund for that item.
If you receive an item and the outside packaging is damaged but the package contents are fine, we hope you'll help us keep our costs low for you and use the item as is. However, we will refund or reship the item according to your preference. Just return the item to us at your postage expense and upon receipt of the damaged goods, we'll reship or refund.
