Finding Answers To Questions

Here at SugarStand, we are passionate about two things: candy and customer service. We love candy too and want you to share in the decadence with us. Chocolate? Yum! Lollipops? Who can resist? Novelty candy? Yes!

But we understand that ordering candy in bulk isn't an everyday transaction and you may not be sure if this is the way to go or not. It depends. If you just want one candy bar, you're better off going down to the local convenience store. But if you want to stock up for a special event, marketing campaign, fundraiser, or any other situation where you need lots of candy, SugarStand is the place to be. Our staff is friendly and ready to help you choose the best candy for any occasion.

Now that you've found the best place on the internet for satisfying your sweet tooth, you're probably filled with questions. We've found that many of our customers have the same questions and will share some of the more common ones with you below. If your questions remain unanswered after reading through our Frequently Asked Questions page, don't worry. We are easily accessible by email and are always happy to assist you and answer any questions you may have.

Questions and Answers:

Notice for hot summer months to come!

Any orders using UPS ground shipping are vulnerable to melting. Sugar Stand does include ice packs with meltable orders, but the ice packs only lasts for 2 days or less. Sugar Stand does not take responsibility for meltable orders shipped via UPS Ground.

Is SugarStand just for business orders or can anyone place an order?

We don't discriminate against anyone. If you have a hankering for something sweet, we are pleased to be of service! Whether you are a business or an individual craving a sugar rush we can help. For businesses with larger orders, we do have a separate “Corporate Orders” page to make these large purchases easier for everyone involved.

How much time does it take to receive my candy order?

Like any online purchase, shipping method choices affect how quickly you receive your order. It takes us about two business day to process and pack your order before shipping it using the shipping method of your choice. From there, the time it takes from our warehouse to your porch depends on how far you are from our southern California warehouse and whether you chose air or ground as your shipping method.

I have a deadline - can you rush my candy order?

Our friendly staff is happy to help. Give us a call at 1-949-266-4322 and we'll see if we can make special arrangements. We can't guarantee on-time arrivals but we can give it our best effort!

What happens if my order contains discontinued items?

If your order contains discontinued items, we will notify you by email about your order. If we do not receive a reponse in 3 business days, we will ship your partially filled order and charge you for what was shipped.

How much does it cost to ship my candy?

We calculate shipping based on three different factors.

• Weight – Since we sell candy in bulk, we must consider the weight of your order. If your order is large, the total weight could be significant.
• Distance – We also consider how far you are from our southern California warehouse. A customer in a neighboring city will likely pay less than someone across the country. This is a standard shipping model you will recognize from many shipping carriers.
• Shipping method – Your choice in shipping methods also affects your total shipping costs. Shipping by ground is less expensive than shipping by air or choosing Overnight Delivery however it takes more time.

Why does it cost so much to ship my order?

Shipping expenses are frustrating to us, too. The fact that bulk candy is heavy, coupled with soaring fuel prices makes keeping shipping costs down difficult. But our products are priced low enough to overcome high shipping costs. In addition, the candy is delivered directly to your door – you don't have to waste precious time traveling to and from a store.

Is ordering from www.sugarstand.com safe and secure?

We understand your concerns and have taken all the necessary steps to ensure that your order is completely secure. All transactions use SSL 128-bit encryption. Look for the “lock” icon in the lower portion of your web browser whenever you place any order over the internet. When you order from SugarStand, you are ordering from a safe website that values your security.

I'm hesitant to reveal my email address. You won't SPAM me will you?

We also respect your personal information. We only use your email address if we need to contact you with a question or concern about your candy order. If we are unable to reach you through email, we will then call you at the phone number you have given us.

Why do I need to give you a phone number?

Don't worry about getting telemarketing-type calls based on your transaction with us. We only use your phone number in the event that we can't reach you via email regarding your order. For example, we might have a problem with your order that needs to be clarified – perhaps the flavor wasn't specified or the shipping address is invalid. We will try emailing you first but if that doesn't work, we'll give you a call. Other than order-related issues, we don't use your personal information for any other purpose.

Do I have to buy in bulk? Can't you send me a smaller quantity?

We understand you might just want a “taste” however our website is a bulk candy super store. That's how we keep our prices low. We aren't able to open up boxes of candy to portion it out for smaller orders. We do offer some candies in smaller portions and you might find a variety pack that meets your needs but other than those scenarios, what you see in our offerings is what you get.

My order was damaged.

We at Sugar Stand strive to protect your items from being damaged, unfortunately, from time to time, UPS or USPS will deliver items that may be damaged while in their possession. You must file a claim with them for the damaged items. Keep all packaging, in case they need to inspect it. We will provide any support documentation they need to file the claim. Sugar Stand does not cover any items that were damaged due to melting and shipped via Ground / Standard Service. Items shipped 2nd day or sooner are covered as long as package was recieved by recipient on the date of promised delivery. Any shipping delays caused by recipient will void replacements.

I received my order but it is wrong. What steps do I take from here?

First, double check your invoice to see if we made a mistake. We honor our errors and will both send you your correct order and reimburse your shipping costs if the mistake was an error on our part. We do not offer shipping refunds on items that were substituted or ordered incorrectly. Please check our contact page for information about sending it back. Also, give us a call so that we can expect the returned order and promptly replace it. Orders returned without proper authorization will be rejected.

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