Where do orders ship from?
Sugarbones is based in Canada! All orders ship from Ontario.
Do you ship internationally?
Yes! Sugarbones ships internationally in hopes to make the entire world a cuter place!
I've placed my order! When will it ship?
Sugarbones is an independently-owned brand, which means that all orders are packed by the Sugarbones herself, or a small team of magical creatures. We always aim to get orders out as quickly as possible, and usually do so two times a week!
During special events, such as collection launches or restocks, processing time may take a bit longer! Depending on how many orders are placed, it can sometimes take 1-14 days for your order to ship.
If you have a special event where you need your order to be prioritized, such as for a gift or a convention, feel free to send us an email! We will do our best to accommodate if it does not interfere with our schedule!
My tracking says shipment created, but no update yet! What does this mean?
This update means that your order is in pre-shipment, which means that we have printed & packed your order, but it has not been scanned in by the shipping company yet! Your tracking will update shortly afterward.
How long will it take for my order to arrive?
|Canada||2-10 business days after shipment|
|United States||5 - 15 days after shipment|
|International||7 - 30 days after shipment|
What happens if my package goes missing?
If there are any problems with your tracking, please contact your local post office or the contact number provided on your tracking link! Unfortunately, we are not responsible for packages once they are in the hands of the post office. We also do not have the time or resources to call these locations for you, especially if they are located outside of Canada. If both of these resources still can not help you, feel free to contact us and we will open an investigation on your package!
Do you accept returns?
All sales on Sugarbones are final! We do not accept returns or exchanges. All item descriptions, sizes, and details are made clear on the listings, so make sure to read them over before making your purchase!
I gave you the wrong address/I didn't pick up my order, and it says it is being returned, what can I do?
For Canadian orders, your item can be reshipped once it is returned to me as long as the shipping is paid for once more. If at this point you would like a refund of your order, you will be refunded the cost of the order, minus the shipping fee initially paid.
For USA or International orders, your item can only be returned to me if the customer pays a $5 dollar fee to get the package reshipped back into Canada. Another payment of the shipping fee to get the product back to you is then required, and we will ship your order back. Failure to pay the initial $5 fee will result in your package not being returned. These orders are also non-refundable, as only the payment of this fee will gain me access to your package.
Please understand that we are not responsible for paying these fees, and they must be paid by the customer! Please take great care in both following your tracking, filling out your receiving information, and keeping in touch with your postal service, or us here at Sugarbones!
My item is damaged, what can be done?
We take quality very seriously, and only want the best for our customers! Items are thoroughly inspected before they are shipped out to their new homes, but it is possible a damaged product could slip past us! Please email us, and you will receive a replacement.