Refund policy

Last updated: September 16, 2026

At Sugar Hill Market, we carefully prepare and package every order to help ensure that your treats arrive fresh and in good condition. Please review this policy before placing your order.

All Food Sales Are Final

Because our products are edible food items, we cannot accept returns or exchanges once an order has been shipped. Food products cannot be restocked or resold after leaving our possession.

This does not prevent you from submitting a claim if your order arrives damaged, contains an incorrect item, is missing an item, or has another qualifying issue.

Damaged, Incorrect or Missing Items

Please inspect your order immediately upon delivery. If an item arrives damaged, is incorrect, or is missing from your package, contact us within 48 hours of delivery at sugarhillmkt@gmail.com.

Please include:

  • Your name and order number

  • A description of the problem

  • Clear photographs of the affected product

  • Photographs of the shipping box, packaging and shipping label

  • Photographs showing all items received, if something is missing

Claims submitted more than 48 hours after delivery may not be eligible for a refund, replacement or store credit.

Please do not discard the product or packaging until your claim has been reviewed. Do not mail food products back to us unless we specifically request it.

Melted Chocolate and Warm-Weather Shipping

Chocolate and other heat-sensitive products may soften or melt during warm-weather transit.

From May through September, ice packs are automatically included with orders containing heat-sensitive products. Ice packs help reduce the risk of melting but cannot guarantee that products will remain completely solid throughout transit.

Claims involving melted or heat-damaged products must be submitted within 48 hours of delivery and will be reviewed individually. Please provide photographs of the product, internal packaging, shipping box and shipping label.

Approval is not automatic. We may consider the condition of the product, weather conditions, transit time, packaging and other relevant circumstances when reviewing the claim.

Approved Claims

If a claim is approved, Sugar Hill Market may offer an appropriate resolution based on the circumstances. Resolutions may include:

  • A replacement

  • Store credit

  • A partial refund

  • A full refund

The resolution offered will be determined by Sugar Hill Market, subject to applicable law and product availability.

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to post the refund to your account.

Original shipping charges are generally nonrefundable unless the problem resulted from an error by Sugar Hill Market or a refund is otherwise required by law.

Lost or Undelivered Packages

If your tracking information shows that a package was delivered but you cannot locate it, please check around your property, with other household members and with nearby neighbors before contacting us.

Notify us promptly at sugarhillmkt@gmail.com. We may assist with initiating a carrier investigation or claim. Refunds or replacements for packages marked as delivered are not automatic and will be determined after reviewing the available tracking and delivery information.

If an order is not shipped or delivered as promised, any cancellation or refund rights required by applicable law will still apply.

Cancellations and Order Changes

All orders are final once submitted. We do not accept cancellations, product substitutions, address changes or other order modifications after purchase.

Customers are responsible for reviewing their order, shipping address and payment information carefully before completing checkout.

If Sugar Hill Market must cancel an order because an item is unavailable or we cannot fulfill the order, the affected item or order will be refunded. Nothing in this policy limits cancellation or refund rights that cannot legally be waived.

Refused and Returned-to-Sender Packages

Orders refused at delivery or returned because of an incorrect, incomplete or undeliverable address are not automatically eligible for a refund.

If a package is returned to Sugar Hill Market, we will contact you to discuss available options. Additional shipping charges may apply if you request reshipment. Any refund that is approved may exclude original shipping charges and carrier fees, except where otherwise required by law.

Contact Us

For questions or order-related claims, contact:

Sugar Hill Market
Email: sugarhillmkt@gmail.com

Please include your order number in all correspondence.