In light of the pandemic, there are current production delays in our supply chain, therefore, with the exception of acrylic, orders can take up to 10 business days to produce prior to shipment. Acrylic can take up to a month.
Standard US: 5 to 12 business days (but historically ships between 3 to 5 business days)
Expedited US: 3 to 5 business days (but historically ships between 2 to 3 business days)
Overnight US: 1 to 2 business days
When am I charged for my order?
You are charged immediately at check-out. We are a small business and are not able to hold payments and charge once an order is shipped. Due to COVID-19, all shipping is delayed but rest assured, you will receive your order.
When will my order ship?
Due to the COVID-19 health crisis, orders are processing slower than usual. We thank you for your patience and understanding. Please note you are charged for your order at checkout, not when your order ships. We are unable to put holds on credit cards.
Can I rush my order?
In a hurry? Click expedited shipping at checkout if it’s available to you. Some items are not available for expedited shipping.
How long will it take for my order to arrive?
In the United States, all of our orders are shipped through USPS or UPS. Please allow up to 4-6 days for your order to be processed before it ships. Depending on your preferred shipping method, your order could take from 1 to 6 business days.
Your orders from ArtSugar are processed in the order we receive them. You will receive an order confirmation via email after you have placed your order. Please check your spam before worrying that you never received an order confirmation. More times than not, it’s sitting in your spam!
How can I track my order?
As soon as we create a shipping label for your order, we’ll send you an email that has all the essential tracking information. It can take up to 72 hours for that first scan to appear, so don’t be alarmed if your order isn’t immediately in transit. It’s on its way, we promise.
Where do you ship from?
We ship most orders from New York City. If you are an international shopper, your order may ship from our facility in Europe or Asia.
Do you ship internationally?
Yes! Please note ArtSugar is not responsible for the payment of any duties, taxes, or other fees placed on international shipments.
My tracking says delivered, but I don't have my package?
In the rare case that your tracking number shows that your package has been delivered, but you haven’t received it, please contact the shipping company located within the email you received with said tracking information. Once a package’s status is updated to “Delivered,” there’s nothing we can do as the sender to help locate it. ArtSugar is not liable for unforeseen issues caused by USPS, UPS or any other mail carrier used to ship your item. We are also not liable for theft at your destination, but we will do what we can to help in the event of a lost or stolen package.
Can I apply a discount retroactively?
Return + Refund Policy
In our effort to protect our customers and third party vendors during the pandemic, all sales processed at this time are final sale and are not eligible for exchanges or refunds in the form of store credit. Whether or not an order was shipped, no refunds will be issued before or after shipment. We thank you for your understanding as we do what we can to curb the spread of the virus.
Our policy before and after the pandemic: As we donate to charity with each purchase on a monthly basis, all sales are final. ArtSugar does not accept returns, but will replace your order or if the item(s) you purchased is/art defective upon receipt. If you receive a defective item, please contact us at email@example.com with details of your order and photos of the damage. If your order is deemed defective, we will ship a replacement or issue store credit if that is your preference. We do not issue refunds.
You may however cancel or modify your order within one hour of purchase by contacting us via email at firstname.lastname@example.org.