FAQ

  • Q:

    Has my order shipped?+

    A:

    If you place your order by 1:00 PM EST, we generally ship the same day or the next business day on very busy days. Same day shipping is not guaranteed unless you choose UPS Next Day or UPS Second Day Air and place your order before 1:00 PM, EST. If your order is placed late Friday or on the weekend, it will not ship until Monday OR Tuesday. You will receive an email with a tracking number once the order is shipped. You must wait 24 hours for UPS to have the tracking information on their website. The package cannot be tracked on the first day.

  • Q:

    I don't see the shipping charges in my cart?+

    A:

    Since UPS shipping charges are based on the weight of the package and your zip code, you must be logged in or registered to see your shipping charges.

    Also- If you are ordering from within the US and you do not see a shipping amount, it may be that your shopping cart exceeds the weight UPS can automatically calculate. If you have ordered a lot of fondant or heavy pans, we may need to call us toll-free to place your order over the phone.

  • Q:

    Is my credit card secure on your website?+

    A:

    ABSOLUTELY! We use secure encryption to ensure your credit card and personal information are secure. Our website is 100% PCI compliant and is testing regularly.

    Q:

    What happens if my order gets shipped to the wrong address?+

    A:

    If your order is returned to us due to an incorrect address given by the customer at the time of ordering, we will re-ship the order at the customers expense. If the customer chooses not to have the order re-shipped, they will be charged a 20% restocking charge plus the original shipping charges to the customer and back to Global Sugar Art warehouse.

  • Q:

    Does my package require a signature to be delivered?+

    A:

    UPS/USPS Signature Reguired/Returned Packages

    If your order is returned to us by any carrier due to the inability to deliver, we will credit your account for the merchandise but we do not refund the shipping. If you choose UPS shipping, UPS will make three attempts to deliver your package. We DO NOT require a signature but the UPS driver can override that decision and require a signature if they feel there is no secure area to leave the package. On the first and second attempt, they will leave a note with instuctions for you to call and make alternate delivery arrangments. After the third attempt, UPS ships the order back to us.

    USPS Priority Mail carriers also have the ability to require a signature. If the package is not picked up at the local post office, it will be shipped back to us.