CONTACT US: 469-708-7842

FAQ

FAQ

******HOLIDAY SHIPPING*******

Due to the large amount of packages being delivered during the holidays, UPS cannot guarantee on time delivery for UPS ground shipments from December 12th-December 24th. However, UPS can guarantee on-time deliveries for all 1 and 2 day air shipments during this time.

 

How do I place an order?

We encourage all orders to be placed through the website unless requesting a custom large, catering order or special gifting. All orders must be paid in full prior to processing.

 

What is the turnaround for orders being shipped?

Due to the newness of our business, we still have a very limited baking schedule.  Orders needing to be shipped must be received by Friday of the previous week to be shipped out by Tuesday for arrival no later than Friday

 

How far in advance should I place my order?

We request at least 48 hours’ notice for orders. If you need a dessert within a 24-hour window, we may be able to accommodate you, pending availability. For large orders (more than 3 dessert products), three days’ notice is preferred, but we will always do our best to accommodate your needs.

 

What is your cancellation policy?

Orders canceled with 7 or more days notice are refunded in-full via the original method of payment.  Orders canceled with less than 72 hour notice will receive 50% of the order value in the form of a store credit. This store credit must be redeemed within 30 days.

Do you deliver?

Yes, we delivery throughout Dallas/Ft. Worth! Delivery charges range from $10-$25, depending on location and available time-slots.

 

Do you offer special packages for businesses, parties, or events?

Yes! Please ask the customer representative when you call or email us at info@sugarpuddin.com.

 

Do you make wedding cakes?

Unfortunately, no. However, we do bake and assemble beautiful Dessert Jars for Bridal Showers and wedding favors.

 

Shipping Rates & Refunds

Please visit the online store to see what products are available. Shipping charges are based on total shipping weight and destination zip code. Shipments are only made within the 50 United States and the District of Columbia. Refunds cannot be given for shipments once it leaves our facility for the following reasons:

  • An incorrect or incomplete shipping address
  • Delays caused during Major Holidays
  • Weather related delivery issues
  • Problems beyond our control
  • Products which have become unusable due to failure to follow instructions marked on the packaging by the recipient.

We cannot ship to P.O. Boxes, APO or FPO addresses. Shipping addresses with a PO Box will cause a delay until we can obtain a correct shipping address.
All packages shipped UPS are designated with a “shippers release” so that a signature is not required for delivery.  However, it is up to the discretion of the UPS delivery person whether to leave the package or not. Thus, we highly recommend that someone be available to accept the shipment, particularly if the shipping location is an apartment complex or office building. We cannot be held responsible for packages left at an address when someone is out-of-town. Please make sure the recipient will be home before submitting an order. We cannot be responsible for packages that arrive late, cannot be delivered due to signature requirements, or do not arrive at all to Schools, Colleges, or Universities due to addresses that are not deliverable by UPS. Many schools have Post Office mailing addresses for students to which UPS cannot deliver to. We recommend calling the school ahead of time to obtain a correct shipping address of the student prior to placing your order.
Be sure to inspect your package upon arrival. We will be glad to refund or replace damaged items within 10 days of shipment.

 

Problems

Sometimes things happen, and we hope to make your experience positive. Should we cause a problem with your order, we will make it right. We will do everything we can, including bending over backwards and begging for forgiveness for problems caused by us.

We are all human and make mistakes. If you made a mistake and provided an incomplete or incorrect address during your order process, please call us right away at 469-708-7842. We can always fix labels before 3pm the day of shipment. Once they leave our facility, it is harder to fix problems.

Everyone’s tastes are different, and while it is rare, sometimes the desserts just aren’t what you were expecting. We do apologize, but cannot replace desserts or issue refunds due to desserts received which are not liked due to taste or appearance. Due to FDA regulations with regards to food items, we cannot accept returns or exchanges of desserts once they have left our facility.

If there is a problem with your order please contact us immediately at 469-708-7842 or email info@sugarpuddin.com.

 

Do you need more than 3 products sent to one address?

Please call us at 469-708-7842. We can do larger orders, and may be able to save you on shipping charges.

 

Perishable Items

Due to the perishable nature of our desserts, they are shipped nationwide on Monday and Tuesday only to arrive within the week. Wednesday shipping is available only within the 1-Day shipping zone.

We cannot guarantee arrival times on the day of arrival! UPS has up until 10pm to deliver packages. Most residential packages are delivered by 7pm, and business packages by 5pm. Businesses in homes are considered Residential. If you require A.M. Delivery, you must call us to place your order. Higher service charges will apply.

We cannot send out Shipments on the following days: Memorial Day, Labor Day, Fourth of July, Thanksgiving Day, Christmas Eve and Christmas Day, New Years Eve and New Years Day as UPS is either closed or not picking up packages. Packages will not be delivered on Thanksgiving Day, Christmas Day, New Years Eve (ground only), and New Years Day.

 

Non-Perishable Items

Non-perishable items can ship Monday – Friday by UPS Ground unless rush delivery is required. Please call 469-708-7842 or email info@sugarpuddin.com with any questions. Any order combining perishable and nonperishable items will be classified as a perishable shipment.

 

Saturday Deliveries

Saturday delivery is available to select customers for an additional charge. Due to the uncertainty of delivery, Sugar Puddin’ cannot guarantee Saturday deliveries. You must call 469-708-7842 for Saturday delivery.

 

Weekends

We do not typically ship out packages that will be in transit over the weekend due to the fact that UPS does not move packages after noon on Saturday or all day Sunday. Sugar Puddin’ may, at its discretion, ship packages to move over the weekend. This typically occurs during major holidays or when adverse weather conditions at our facility may hamper operations. Sugar Puddin’ does not ship any packages that move over the weekend between April 15th and Oct 15th.

Sundays and Mondays

Sunday arrival is not possible as UPS is closed on Sundays. If you require Monday arrival, you must call 469-708-7842. Monday arrival may incur additional Next Day Air fees, and is not always possible. Monday arrival is not possible between April 15th and October 15th. We cannot guarantee Monday arrivals.