Shipping & Delivery

🌍 1. Where We Ship

We deliver authentic Swedish candy to candy lovers worldwide!

Countries We Ship To

We ship to 50+ countries including:

• 🇺🇸 United States (all 50 states + territories)
• 🇨🇦 Canada
• 🇬🇧 United Kingdom
• 🇪🇺 European Union (all 27 member states)
• 🇦🇺 Australia
• 🇯🇵 Japan
• 🇰🇷 South Korea
• 🇸🇬 Singapore
• 🇳🇿 New Zealand
• 🇲🇽 Mexico
• And many more!

Restricted Locations

Unfortunately, we cannot currently ship to:

• P.O. Boxes (USPS addresses only)
• Military APO/FPO addresses (coming soon!)
• Countries with import restrictions on food items

⏰ 2. Shipping Times & Rates

United States

International Shipping

📦 3. Order Processing

Processing Timeline

Processing Schedule

• Orders placed Monday-Friday before 2 PM EST: Ship same day
• Orders placed after 2 PM EST: Ship next business day
• Weekend orders: Ship Monday (unless Monday is holiday)
• Holiday orders: May take 1-2 extra days during peak season

Peak Season Notice

During peak seasons (Halloween, Christmas, Valentine's Day), processing may take up to 3 business days. We'll notify you via email if delays are expected.

📍 4. Order Tracking

How to Track Your Order

1. Check your email for shipping confirmation (arrives within 24 hours of order)
2. Click the tracking number or "Track Package" button
3. View real-time status updates from carrier
4. Receive delivery notifications

Tracking Information

Your tracking number provides:

• ✓ Current package location
• ✓ Estimated delivery date
• ✓ Delivery exceptions or delays
• ✓ Delivery confirmation and signature (if required)
• ✓ Photo proof of delivery (where available)

🌐 5. International Shipping Details

Customs & Duties

Important: International customers may be responsible for customs duties, taxes, and fees imposed by your country.

• These fees are not included in our pricing or shipping costs
• Fees vary by country and order value
• Charged by customs upon delivery (not by Velvet Candies)
• You're responsible for paying these fees to receive your package

Customs Documentation

All international orders include:

• Commercial invoice with accurate product values
• Complete ingredient lists and country of origin
• Harmonized System (HS) codes for candy products
• Proper customs declaration forms

Import Restrictions

Some countries restrict food imports. We comply with all regulations, but delays may occur during customs inspection. Common restrictions:

• Australia: Strict biosecurity laws (may require additional inspection)
• Japan: Food import regulations (documentation required)
• Canada: Bilingual labeling preferred
• EU: Full ingredient disclosure required

Delivery Issues

If customs holds your package:

1. Check tracking for customs status updates
2. Contact your local customs office for requirements
3. Provide any requested documentation (we'll help!)
4. Pay applicable duties/taxes to release package

We're here to help navigate customs issues! Email us at support@velvetcandies.com

📦 6. Packaging & Product Care

How We Pack Your Order

Every order is carefully packed to ensure your candy arrives in perfect condition:

• 🛡️ Protective packaging: Bubble wrap, air pillows, and cushioning
• 📦 Sturdy boxes: Reinforced cardboard boxes that won't crush
• 🌡️ Temperature control: Insulated packaging during hot weather
• 🔒 Sealed bags: Products in sealed bags to maintain freshness
• ✅ Quality check: Every order inspected before shipping

Hot Weather Policy (May - September)

Candy can melt in extreme heat. During summer months:

• We use insulated packaging with ice packs (no extra charge)
• Recommend express shipping to minimize transit time
• Ship Monday-Wednesday to avoid weekend delays
• May hold orders if extreme heat warnings in your area

🚨 7. Delivery Issues

Package Not Delivered

If your tracking shows "delivered" but you didn't receive it:

1. Check all possible delivery locations (front door, back door, mailbox, garage)
2. Ask neighbors if they received it by mistake
3. Check with household members who may have brought it inside
4. Wait 24 hours (sometimes marked delivered before actual delivery)
5. Contact carrier with tracking number
6. Contact us - we'll investigate and resolve

Lost or Stolen Packages

We take full responsibility for packages until delivery:

• Lost in transit: We'll reship or refund after carrier investigation (15 days domestic, 30 days international)
• Stolen (porch pirate): File police report and contact us - we'll work with you on resolution
• Insurance: All orders are insured for full value

Damaged in Transit

If your package arrives damaged:

1. Take photos of box exterior and damaged contents
2. Email photos to support@velvetcandies.com within 48 hours
3. Keep all packaging and contents
4. We'll send replacement via express shipping immediately
5. No need to return damaged items

Wrong Address

If you entered the wrong shipping address:

• Before shipping: Contact us within 2 hours to update address (free)
• After shipping: Contact carrier to request address change (may incur carrier fees)
• Undeliverable: Package returned to us - we'll reship to correct address (shipping fees apply)

🎁 8. Special Services

Gift Orders

• Add gift message at checkout (free)
• Gift wrapping available ($5 per order)
• Ship directly to recipient with no pricing information
• Include gift receipt

Split Shipments

Shipping to multiple addresses? No problem!

• Add multiple shipping addresses at checkout
• Each shipment calculated separately
• Perfect for sending gifts to multiple people

Expedited Processing

Need your candy ASAP?

• Email us immediately after ordering at support@velvetcandies.com
• Mention "RUSH ORDER" in subject line
• We'll prioritize your order for same-day shipping ($10 fee)

❓ 9. Shipping FAQs

Can I change my shipping address after ordering?

Yes, if you contact us within 2 hours of placing your order. After that, the package may already be processed and we cannot make changes.

Do you ship to P.O. Boxes?

Yes, but only via USPS. Carriers like FedEx and UPS cannot deliver to P.O. Boxes.

Can I upgrade to faster shipping after ordering?

Yes, contact us within 2 hours and we can upgrade your shipping (price difference applies).

What if I need my order by a specific date?

Choose express shipping and order at least 3 business days before your deadline. For urgent orders, contact us at support@velvetcandies.com

Do you offer local pickup?

Not currently, but we're considering it! Email support@velvetcandies.com if you're interested.

How do I contact the shipping carrier?

Carrier contact info is included in your shipping confirmation email. You can also track through our website or contact us for assistance.