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FAQ's

We love people and we love the relationships that we have with our customers!! They are our everything! From the moment you walk into our store or hop on our webpage; whether you are grabbing a latte or looking into our design services. 

We work tirelessly to ensure every order is perfect, whether you’re looking for a paperweight that fits in your palm of your hand, or a full-scale design overhaul that outfits your entire home.

If you can’t find the answer you’re looking for in the FAQs below – or if you’d like to send us some feedback – please don’t hesitate to contact us.

 

PLACING AN ONLINE ORDER 

How do I set up an account?

Simply visit our Accounts page and fill out the requested fields.

 

Why should I create an online account?

An online account with www.freshsugarco.com allows you to place orders quickly and easily without having to enter all your personal information each time you visit. With an account, you’ll also be able to create a Wish List and keep a history of all your orders, among other things. Be assured, any information you provide to us is held in the strictest confidence and your privacy is guaranteed.

 

How do I place an order?

Order online: Ordering at www.freshsugarco.com is fast, safe and available 24 hours a day, seven days a week. After you’ve added items to your Shopping Cart, just follow the simple checkout instructions and we’ll process your order right away. You can also put your items on hold by leaving them in your shopping cart or on your Wish List to access at a later date.

 

Order by phone:

Sometimes it’s easier to speak with someone friendly who can answer any questions you may have. We can be reached at: T: (403) 715.0027 Monday – Saturday 10:00 a.m. to 6:00 p.m MST.

 

What are my payment options?

We accept Visa, MasterCard + PayPal.

 

Is your website secure?

The security of personal information is a high priority for us. To find out more about the measures Fresh Sugar has in place to ensure a secure shopping experience, please refer to our privacy page.

 

Do I get an order confirmation?

Upon placing an order with Fresh Sugar, you will be sent a confirmation number immediately after your order has been successfully submitted. We will also send you a confirmation email providing tracking information once your order has shipped. If you don’t receive an email confirmation, check your “bulk,” “spam” or “junk” folder. If it is not there, contact us and we’ll confirm your order.

 

 

RETURNS

What if I am not completely satisfied with my purchase? How do I return it?

We make every effort to select and sell products constructed of the highest-grade materials built by highly skilled people to exacting standards. We also keep up- to-date information on all our products so that you may make informed choices when purchasing from us. However, we understand that sometimes you may simply change your mind. We want your experience of shopping at Fresh Sugar to be one that makes you smile.

You may return your item(s) within 14 days of receipt for a refund of the purchase price, excluding shipping and handling costs. Please refer to our Returns section to find instructions on how to submit a return request.

 

Do you pay for return shipping?

Our customers pay for shipping costs on returns, but we do not charge a restocking fee. We want to provide a hassle-free return for you when a product doesn’t work out. Ultimately, we want you to be happy with every purchase at Fresh Sugar!

 

My item arrived damaged!

OH NO!! We are so sorry that happened! Items are carefully designed and packaged to withstand the rigours of travel, but sometimes damage does occur en route.

Please inspect your purchase immediately upon receipt. If there is any damage or if any product is defective, contact us immediately.

In order to process your claim, please send up to three low-resolution digital photos, including one photo of the box that the item shipped in, to freshsugarco@gmail.com 

Make sure to keep all of the original packing material! We will work with you to ensure your item(s) are repaired or replaced in a timely manner at no extra cost to you.

 

 

SHIPPING

Standard shipping within Canada:

$12.95 FLAT RATE shipping within Canada and $24.95 within the USA (*excluding any large or specified items such as furniture and lighting). These prices refer to online purchases only. In-store pickup is always free.

Please note that some of our suppliers also require a mandatory shipping charge. When this applies to a product, a note will appear on the product page indicating the exact amount. This amount will be added to your shopping cart.

We ship to the Yukon, Northwest Territories, Nunavut and other remote regions but additional shipping fees may apply. Please contact us prior to placing an order to obtain a shipping quote. If you place an order without obtaining a shipping quote, we will contact you with shipping fees via email prior to shipping your product(s). You will need to respond to this email indicating that we can proceed with the order.

 

Do you ship outside Canada?

We ship to the U.S. and other international locations but additional shipping fees may apply. Please contact us prior to placing an order to obtain a shipping quote. If you place an order without obtaining a shipping quote, we will contact you with shipping fees via email prior to shipping your product(s). You will need to respond to this email indicating that we can proceed with the order. Please note that due to certain manufacturer restrictions, some products cannot be shipped outside Canada.

Outside of Canada, you may be liable to import duties on some items. You are responsible for paying import duties to your country.

 

How long will it take for my order to ship?

Different scenarios apply to specific items. We have certain articles in stock while others are shipped directly from the manufacturer. Each product’s detail page indicates the number of days in which the items will ship. This information is noted under the price of the item, e.g., “Availability: 1-2 weeks.’’

Please see our main Shipping section to learn more about our shipping policies.

 

 

WISH LISTS & REGISTRIES

Can I create a Wish List with Fresh Sugar?

You bet you can! Sometimes you’re not quite ready to make that final purchase; you need time to think about it, or you need to take exact measurements to make sure it will fit. A Wish List is a convenient solution when you don’t want to start your search all over again. To create a Wish List, you must create an account or be logged into your existing account. When you see a product that you would like to add, simply click the “add to Wish List” link.

 

Can I create a gift registry with Fresh Sugar?

Unfortunately, we aren't quite set up to do a gift registry so we have to do it retro style...by hand! Please contact us, and we will start a file for all the lovely items you would like on your Special Day. 

 

Do you offer gift wrapping?

Yes, we do offer gift wrapping. During your checkout process you can make a comment in the 'notes' section. Our gift wrapping is complimentary.

 

GIFT CARDS 

How do I purchase a gift card?

Fresh Sugar gift cards are available online or in store. You can also call (403) 715.0027 or email us at freshsugarco@gmail.com for details.

 

 

PRIVACY + SECURITY

What type of personal information does Fresh Sugar collect and how is it used?

Your privacy is important to us. Please refer to our privacy page to find out how we collect and use your personal information.

 

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