AVAILABILITY OF ITEMS: With well over 20,000 products, over 200 different vendors, manufactures and brokers we can not possibly have everything at all times. Most products are normally re-stocked within 10-15 days. Email Customer Service for the available of any item(s). Allow 48 hours for reply. Include complete name, stock number, complete description, and price shown.

CANCEL ORDER: We can not guarantee any such request. Wait until you receive the automatic copy. Reply to this order copy and make sure to leave the order attached. Make your request at the top. Emails are answered Mon-Fri 10:00 am - 4:00 pm EST. Canceled orders are subject to 20% restocking fee.

COPYRIGHT INFRINGEMENT BY OUR CUSTOMERS: No one may legally re-sale any copyrighted item made in any mold or pan, without strict and explicitly written permission from the OWNER of those copyrights.

INTERNET SELLING PRACTICE: If for any reason an item that you have ordered is out-of-stock and a similar product from another vendor is available it will be substituted. We may also elect to HOLD your order should that item be on its way to us, BACK ORDER that item, or CANCEL the item should we not be able to provide it for you. Our sales staff may also elect to phone or email you about any such product giving you one day to reply. You are also Welcome to include any details that may help us provide better service to you. Including need by dates and/or other instructions you wish to provide.

DEFECTIVE PRODUCTS: including GINGERBREAD HOUSES, FLOWERS, SUGAR SHAPES, ICING SHAPES, or FRAGILE DECORATIONS: There are no guarantees that you will not have some damage with hand made flowers. Please order a few extra for this reason. No refunds can be issued by Sugarcraft, the manufacturer, or the shipper. We will continue to make every effort possible in packaging them safely for you.

If any defective product arrives from Sugarcraft, Inc. and/or direct from the manufacturer it is the sole responsibility of the MANUFACTURER to repair, replace, or exchange that product. Most vendors will request that you send the product back at your expense. We will either have you ship it directly to the manufacture or back to us. Normally there will be no charge for repairs or return shipping. We feel that with such specialized products that this seems fair. This is NOT a guarantee in anyway but a reassurance that you are not going to have to keep a defective product. Be assured that Sugarcraft, Inc. will do everything possible to check all products before shipping to avoid such problems. Email Customer Service including Invoice Number, stock number, complete description of the product and defect. You will receive an email response with complete instructions and/or manufacture address. We will be more than happy to help you in anyway possible but be advised that Sugarcraft, Inc. will be a third party and this WILL delay your replacement and/or refund.

REFUSED/RETURNED PARCELS: Should your parcel be undeliverable, or have any other address error the shipper will return the parcel to us. Upon receipt we may try to contact you by email or phone. A refund less 20% restocking fees, less original shipping and less return shipping charges will be issued to your payment. Refused packages will be accepted minus shipping fees back to us.
HOW TO ORDER using our SECURE ON-LINE CREDIT CARD: Easy to use!
    1. Choose the items you with to order.

MULTIPLY ITEMS IN A TABLE: Check mark the purchase box of the item(s) you wish to order at the same time. Next click "Add to Cart" button at the bottom of that particular table. Choose either "VIEW your Shopping Cart" to check out OR "CANCEL" to continue Shopping.
SINGLE ITEM ORDERING: Simply click "add to cart" button by that item. Now you can then either "VIEW your Shopping Cart" to make sure that the correct item has been added OR "CANCEL" to continue Shopping.

    2. Now enter your SHIP TO address and your BILL TO address. Additional charges may apply for errors, omissions or false details. NOTE: Your Electronic Address must be provided correctly to verify against credit card fraud. If incorrectly listed, this may result in duplicate charges made to your account. A Message Box has been provide for any special instructions you wish to make or give so that we may expedite your order. Any questions about products, etc. should be determined before placing your order.

     3. Now click on "CHECK OUT" button to advance to our SECURE credit card site. Our CREDIT CARD page is the ONLY part of this web site that is Secure. The lock in your tool bar LOCKS after you press "ENTER" from the Ship To page. You may click open the "lock" to view the encrypted security. This means it was difficult for other people to view this page when it was loaded. You can examine your copy of the certificate for this page and check the identity of the web site. To see the certificate for this web site, click View Certificate. For complete details on all the files on this page and their certificates, click Open Page Info. For the form of security lock that we have selected Our CREDIT CARD page may be difficult for some browser to go to. We feel that this is the safest method of on-line shopping available. There is NO additional cost to you for this feature. That cost is paid by Sugarcraft, Inc. Add your credit card number, expiration date, and V-code numbers from the back of card. Click the "AUTHORIZE PAYMENT" button to complete your order.

Its as easy as 1... 2...3... Have FUN!

An Invoice Number will now be displayed for your reference. You may also wish to print a copy on your home printer, no other invoice will be sent. No records will be kept by our site. Your computer may retain your name and address for future orders. Make sure it is correct each and every time you send an order. An automatic copy of your order will be emailed to you IF you have listed your email address correctly and IF you do not have any filters in place on your computer. Once your package has been shipped, you will receive a shipping confirmation by the shipper or personal email IF you have listed your email address correctly and IF you do not have any filters in place on your computer.

Please allow your specified shipping days before asking for additional details.

HOW TO VIEW PICTURES ATTACHED TO OUR ITEMS: In most cases, we have attached a link to a picture of the item. It will be highlighted with an underline under the word. Move your cursor over it and left click to open a picture. If picture is shown on page, you may also be able to click on it to enlarge. Email Customer Service with any additional questions. Include complete description of said item including stock number and price.

INSURANCE: Shipping Insurance is required for EVERY package we ship per our contract with the shippers. This will insure your package against theft, loss and damage. IF there is any damage the shipper is responsible for a refund or replacement at no cost to you or us. Refer to our Shipping Page for further information.

MINIMUM ORDER: There is no minimum order for merchandise purchased. However there is a shipping minimum. Visit our SHIPPING page for additional details.

MISSING ITEM:
Any item(s) that were not included were either out-of-stock, discontinued or placed on back order.
  OUT-OF-STOCK ITEMS may be order again in approximately 10-15 days by placing a new order.
  DISCONTINUED ITEMS may or may not be noted after dropping item into shopping cart. These items will be shipped while supplies last.
  BACK ORDERED items will be noted on an additional notification slip included with your receipts. These items should be shipped and received within 10-15 additional days. Additional shipping costs may be incurred as noted. If for ANY reason you wish to cancel your back order please do not hesitate to email our Customer Service department.

NEED SHIPMENT DATE? Allow your requested amount of shipping days before making any such request. All orders are normally processed within 1-3 days after the acceptance of payment. Excluding Sundays and Holidays. The shipper may email you an automatic shipping confirmation with tracking number if you have typed your email address and if you do not have any filters in place on your computer. If after your requested amount of shipping days, you have other question email our Customer Service department. Include Invoice Number, date ordered, names and complete ship to and bill to address, requested shipping and short description of products ordered. Without complete details we may not be able to locate your order immediately.

OVER CHARGED:  Prices are subject to change without notification. This disclosure statement has been added to all pages of Sugarcraft, Inc. mail order site. Refer to complete details at the top of this page. Over charged may have also been the result of the Cardholder's lack of funds when incorrect information has been provided. Sugarcraft, Inc. shall not be held responsible for any such fees that your credit card company issues due to these errors. It is solely the card holder's responsibility to maintain sufficient funds to cover all charges for merchandise and shipping ordered through Sugarcraft, Inc. It is also the sole concern of said card holder to pay such penalties incurred because of any overdraft or for any other penalties incurred herein. You are welcome to email Customer Service with any concerns. Include Invoice Number, date ordered, names and complete ship to and bill to address, requested shipping and short description of products ordered.

POP-UP ADS: Sugarcraft will NEVER buy pop-up ads. We realize this makes pages load slower and that this can be an invasion of your privacy. This is the way some companies track you through 'cookies' and pop-up ads. Nor will we ever give or sell any information we receive from you in any way whatsoever!

PRICE OR OTHER CHANGES: With over 20,000 items we can not guarantee prices nor products. We do our best to make changes daily. We operate on a very small profit margin, as prices increase, our prices must rise also. If you locate our site through a search engine, you may obtain out-dated information. Go to our home page http://www.sugarcraft.com and locate product using the directory.

PROBLEMS AND/OR TECHNICAL HELP: HERE

QUESTIONS: Ship Date | Has My Order been received? | Incorrect Item Shipped | Missing Item | Over Charged
Do not call Sugarcraft Inc. for this request. You will reach our Retail Store and the sales clerks have little knowledge about the web site. Please refer all questions to our Customer Service department. Include Invoice Number, date ordered, names and complete ship to and bill to address, requested shipping and short description of products ordered. Always leave previous email for faster service.

HAS MY ORDER BEEN RECEIVED? RECEIVED "Shopping Cart" orders will receive an automatic email response with your Invoice Number. This means your server HAS sent your order. Sugarcraft, Inc. will receive it shortly or the following day and process it immediately. If you have NOT received one of the above responses than your order most likely has NOT been received. You are welcome to email our Customer Service department to locate the order. Include as much detail as possible; date, time, name, address, items ordered, etc.

INCORRECT ITEM RECEIVED: We apologize for any mistakes we may have made! It was not our intent to ship any products that you may have not ordered. With over 20,000 products errors may arise. We may have substituted the item (because the original item was out-of-stock or discontinued) for the same or similar product from another manufacture to help you in the completion of your project. Email our Customer Service department and we will do our very best to ship you the correct item as soon as possible. Include Invoice Number, date ordered, names and complete ship to and bill to address, requested shipping and short description of products ordered. Always leave previous email for faster service.

RETURN AND EXCHANGE POLICY: Must be requested within 10 days from purchase date. NO exceptions!
There will be NO refund on shipping charges. Sugarcraft reserves the right to REFUSE any such Return regardless of product, price, etc. In order to keep prices low, these items cannot be returned: EDIBLE/RELATED FOOD PRODUCTS, BOOKS, VIDEOS, CANDY MOLDS, BULK ORDERS, FAKE CAKES, PANS, DISCOUNTED ITEMS, DISCOUNTED ITEMS and SPECIAL ORDERS. Only sealed merchandise will be considered. A 20% restocking fee will be assessed for any approved returns. Should you send back any items on you own without Authorization the package will be refused by our receiving department and returned back to the sender and/or discarded. If product is damaged during return shipping, it will be your sole responsibility to file a damage claim with the shipper used. No refund will be issued by Sugarcraft, Inc. Any and all shipping charges must be prepaid by you. Email Customer Service to receive an Authorization code for the outside of your package. Include invoice order number, package tracking number, complete name and shipping details, stock number, description, price, of the item being returned AND items being exchanged for. Our Customer Service will notify you by email. Return instructions will be provided. Upon receipt your original credit card number will be issued a refund. No refund receipt will be sent. Allow up to 30 days for refund.

SEARCH THIS SITE: Because of the massive amount of merchandise and the size of our web site, we have not yet found a search function that will work perfectly. We have added a google search bar to our home page; http://www.sugarcraft.com. Try using single words or stock numbers to locate that item. You may also search any page using your browser edit menu. Randomly click on page then use your find in page/find in frame feature. You are also welcome to email Customer Service and we will be happy to give you instructions/path to locate that item.

TRACKING YOUR PACKAGE: The shipper will automatically email you a tracking number as long as you give your email address correctly and you do not have any filters in place on your computer. Once those details have been received, you may click on UPS Tracking No,  UPS by Invoice No. or visit usps.com for other requested shipping methods. Track it all the way home!

UNDELIVERABLE PACKAGES: Sugarcraft will use every means possible to have your package delivered to you in a timely manner. If you give us the wrong address, you are not home to sign for package or  you do not pick up your package when you have been left a message to do so, the package will be returned to Sugarcraft. We reserve the right to withhold postage both ways and 20% restocking fees.

IF YOU WANT TO VISIT our STORE... A SELF SERVE STORE: We are located just above Cincinnati Ohio in Hamilton. You will enjoy shopping in our large supermarket style store! We are open Mon-Fri. 9:30 am - 5:30 pm, Sat. 9:30 am - 4 pm EST and closed Sundays. We have over 20,000 items and try very hard to keep all products in stock or coming within 10-15 days. Some items listed on our site may not be available in our store BUT if you find a product listed on our site and would like to pick it up in our store, just drop it into our on-line catalog, print out the copy and bring it along with you to the store. Our sales staff will be able to locate the item in our warehouse and bring it to the front for you to purchase.

ADDRESS INFORMATION ON WRONG LINES
Computer automation dictates that information must be on correct lines in order to be read when downloading
full name ________
street#, name and apt __________
city, state and zipcode _________________
We cannot be held responsible for missed apartment number when on another line. Missing, wrong or information on wrong lines will delay shipment of your order. For processing, we check: street, city, state and zipcode. If any are wrong the credit card won't process.
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SELLING YOUR INFORMATION
Sugarcraft will NEVER sell or give your name, address, phone number or any other information to any other person or company.
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WEATHER OR SHIPPER ERRORS
Your order may contain items that could be damaged in transit due to weather conditions etc. You must agree to abide by all statements and conditions placed on various screens ordered from. You may not hold Sugarcraft, Inc., the Shipper, nor the Manufacturer responsible for types of damage spelled out there.
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ADDITIONAL FEES
For questions or concerns www.sugarcraft.com, click Customer Info. You were given an estimated shipping cost. We may phone and/or email you if charges are more than $5.00 more.
*UPS may charge additional fees for out-of-town, rural areas, and/or small communities.
*UPS will charge you $5.00 extra if they call you or you call them and change or correct a delivery address. UPS charges you $10.00 for address changes or corrections if the package is going 2-day or Next Day guaranteed.

BREAKAGE:
Please closely examine cartons upon receiving your order. Since we insure each shipment, CLAIMS FOR DAMAGE MUST BE MADE WITH THE DELIVERY CARRIER. All damaged products, including the shipping container, must be kept for the carrier's inspection. This includes tape on box. We initial ALL boxes so we can tell when UPS damaged and re-boxed your products. Reporting whether there is an initial on the tape will expedite your claim. All claims for damage must be filed with the carrier within 5 days of receipt of merchandise. Your account will be credited for damaged merchandise once the reimbursement arrives to us from common carrier.
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RETURNS OR EXCHANGES
For safety reasons we do not accept opened or unpackaged material. UNAUTHORIZED returns are not accepted.
NO RETURNS/EXCHANGES FOR: edible/related food products, books, videos, molds (rubber or plastic), bulk orders, pans, discontinued items, discounted items and special orders. Food Products such as sugar, gumpaste or icing flowers are not returnable. Warnings with these items indicate some may arrive broken advises to ordering extras just in case.

No product may be returned before first obtaining return authorization. Only sealed merchandise will be considered and only IF requested within 10 days of your receiving package. A 20% restocking fee will be assessed for any approved return. A $5.00 fee is charged for all refused packages-UPS charges. Shipping fees are not refundable for any reason. Refer to our Shipping page for shipping time etc. ALL PRICES AND AVAILABILITY ARE SUBJECT TO CHANGE WITHOUT NOTICE. THIS ACKNOWLEDGMENT DOES NOT GUARANTEE THAT ALL PRODUCTS ORDERED ARE IN STOCK.

ERRORS OR INACCURACIES
Occasionally there may be information on sugarcraft.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice (including after you have submitted your order). We apologize for any inconvenience this may cause you. Sugarcraft reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been charged. If your credit card has been charged for the purchase and your order is canceled, Sugarcraft shall promptly issue a void or credit to your credit card. Allow up to 30 days for such refund to appear on your bank statement. Sugarcraft uses reasonable efforts to include accurate and up-to-date information on this site. Sugarcraft, Inc. is NOT in any way responsible or liable for copyright protected merchandise that is resold. Sugarcraft assumes no liability or responsibility for any errors or omissions in the content of this site.
   *To prevent delays, be very certain that for the BILLING information, you type the exact address your credit card bank has saved to use electronically. This may be an old address if you have moved since you got the card.

REASON FOR REJECTION OF SUBMITTED ORDERS
To receive any shipment from Sugarcraft, Inc., you must abide by the policies set forth by Sugarcraft, Inc.
If remarks or demands that you write (with your order), in our Message Box are in direct disagreement with policies of our company, we will reject the order. We will not do further business with customers who dispute credit cards or deal in rude and-or vulgar remarks either by phone or email. Your problems will be dealt with in a friendly manner. Please consider the recipient of your complaints by polite emailing or calling, for better cooperation of your needs.

We totally realize that we cannot please all the people all the time. We apologize for those human failings. But we make every effort to do so. I'm sure if you ask in a polite manner that we will bend over backwards to help you with any problem you are having.