Shipping policy

Last updated: September 16, 2026

Sugar Hill Market carefully prepares and packages every order to help ensure that your treats arrive fresh and in good condition. Please review this policy before placing your order.

Processing Time

Orders are typically processed and shipped within 1–2 business days. Business days do not include weekends or federal holidays.

Processing times may be longer during holidays, promotional events, severe weather or periods of unusually high order volume. Once an order has shipped, delivery time is controlled by the shipping carrier.

Shipping Destinations

Sugar Hill Market currently ships within the United States only. We do not offer international shipping at this time.

Shipping Methods and Charges

Available shipping methods, estimated delivery times and shipping charges are displayed at checkout based on the destination, package weight and available carrier services.

Most orders are delivered within approximately 3–5 business days after shipment. Delivery estimates are not guaranteed and may be affected by carrier delays, holidays, weather, service disruptions or other circumstances outside our control.

Tracking Information

Tracking information is provided for all shipped orders. Once your shipping label is created, you will receive a shipment confirmation email containing your tracking number.

Please allow time for the carrier to accept the package and update its tracking system. Sugar Hill Market is not responsible for delays in carrier tracking updates.

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.

Customers should monitor tracking and retrieve heat-sensitive packages promptly after delivery. Leaving a package outdoors, inside a mailbox or in another hot location may increase the risk of melting.

Claims involving melted or heat-damaged products must be submitted within 48 hours of delivery and will be reviewed individually in accordance with our Refund, Return & Cancellation Policy.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout. Please review your name, street address, apartment or unit number, city, state and ZIP code carefully before completing your purchase.

Orders cannot be canceled or changed after purchase, including requests to change the shipping address.

Sugar Hill Market is not responsible for delivery delays, failed deliveries or lost packages resulting from an incorrect, incomplete or undeliverable address supplied by the customer.

Returned-to-Sender Packages

If a package is returned to Sugar Hill Market because of an incorrect or incomplete address, refusal at delivery or another issue outside our control, we will contact you to discuss the available options.

Additional shipping charges may apply if you request reshipment. Original shipping charges and carrier fees are generally nonrefundable, except where otherwise required by law.

Damaged, Incorrect or Missing Items

Please inspect your order immediately upon delivery.

If your package arrives damaged, contains an incorrect item or is missing an item, contact us within 48 hours of delivery at sugarhillmkt@gmail.com.

Include your name, order number, a description of the problem and clear photographs of:

  • The affected product

  • All items received, if something is missing

  • The shipping box

  • The internal packaging

  • The shipping label

Please keep the product and all packaging until your claim has been reviewed. Claims submitted more than 48 hours after delivery may not be eligible for a refund, replacement or store credit.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

  • Check around all entrances and delivery locations

  • Ask other household members

  • Check with nearby neighbors

  • Contact the shipping carrier for additional delivery information

You may also contact us at sugarhillmkt@gmail.com. We may assist with initiating a carrier investigation or claim.

Refunds and replacements for packages marked as delivered are not automatic. Each situation will be reviewed using the available tracking and delivery information.

Carrier Delays

Sugar Hill Market is not responsible for delays caused by the shipping carrier, severe weather, holidays, service interruptions or other events outside our reasonable control.

If we are unable to ship your order within the promised timeframe, we will notify you and provide any cancellation or refund options required by applicable law.

Contact Us

For shipping questions or order-related concerns, contact:

Sugar Hill Market
Email: sugarhillmkt@gmail.com

Please include your order number in all correspondence.