Refund policy
📬 Contacting Us
Please send all order-related communication through Shopify messaging or email us at heysugar@sugarwood.co.
Note: We do not monitor text messages or social media for customer service inquiries.
🧁 About Our Products
All Sugar Wood items are made to order and shipped promptly to ensure maximum freshness. Because of this, our refund policy varies based on the timing of your request.
❌ Order Cancellations
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10+ days before delivery: Full refund
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3–9 days before delivery: 75% refund
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Less than 3 days before delivery: No refunds available
To request a cancellation, please email heysugar@sugarwood.co with your order number.
📦 Damaged or Incorrect Orders
Please inspect your order upon delivery. If any items arrive damaged, defective, or incorrect:
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Contact us at heysugar@sugarwood.co within 3 days of receipt.
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Include clear photos of any damaged packaging and products.
We’ll evaluate the issue and make it right.
🎁 Returns – Non-Food Merchandise
Non-edible items (like apparel or accessories) are eligible for return within 30 days of delivery if:
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The item is unused, unworn, and in its original packaging.
To start a return:
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Email heysugar@sugarwood.co.
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If approved, we’ll send return instructions.
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Items sent back without prior approval will not be accepted.
🚫 Non-Returnable Items
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Food products (due to freshness and safety concerns)
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Sale items
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Gift cards
If you’re unsure whether your item qualifies, feel free to reach out.
🔄 Exchanges
Want something different? The fastest way is to:
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Return your item (if eligible).
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Place a new order for your preferred item.
💸 Refunds
Once your return is received and approved:
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A refund will be issued to your original payment method within 10 business days.
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Please note, banks and card providers may take additional time to process the refund.
If it’s been more than 15 business days since your refund was approved and you haven’t received it, contact us at heysugar@sugarwood.co.
Last updated May 12, 2025