Order, Shipping, and Return Policies

We want you to be satisfied with your purchase. If there's an issue with the product(s) you received from our website - such as damage, an incorrect item, or a potential quality concern - we’re here to help and make it right! 

 
30-Day Guarantee: 

Items purchased directly from our website are eligible for the following within 30 days of the delivery date: 

•A store credit or discount; 
•A replacement for another item of equal or lesser value; or
•A refund to your original payment method 

Please note: Refunds may take up to 30 days to appear in your bank statement. 
 
* We reserve the right to resolve the issue through store credit or a discount, rather than resending products or issuing refunds. Our goal is always to make things right in the most efficient and fair way possible. 

 
Exceptions to Our Refund Policy: 
To maintain quality and fairness, the following stipulations apply: 

•Refund Limits: 

•Maximum of two refund requests per calendar year
•Maximum refund of $40 per request 

•Final Sale Items: 

•No refunds or exchanges on discounted or clearance products as marked 

•Non-Refundable Products:
Joyburst Hydration is non-refundable as we stand by the quality of this product. However, if it arrives damaged, please contact us and we’ll assist with a resolution. 

•In-Store/Retail, or Amazon Third-Party Purchases: 

•Returns, exchanges or refunds must be handled directly at the retail store or Seller with your original receipt/invoice, as per the usual protocol. We are unable to process any store credits, exchanges, or refunds for retail store or Amazon Third-Party Seller purchases.

Order Cancellations & Adjustments: 

•Cancellations are not guaranteed, as orders may begin processing immediately or within 48 hours. If you wish to try and cancel an order, email us at info@thenosugarcompany.com. We'll do our best to assist!

•After an order is submitted online, we’re unable to make changes to the items (swapping, adding or removing.)

•Order Subscriptions: If you wish tomake any changes to your order subscription, please ensure they are made before the next scheduled processing date. You will receive an email notification in advance, alerting you that your subscription is set to renew, followed by a confirmation once the charge and order have been processed.
For your convenience, each email includes a direct link to manage your subscription. Please note that once a subscription order has been processed, we cannot guarantee any further changes can be made.

• If an order is shipped or returned due to an incorrect or incomplete address provided by the customer, the following applies:

• A store credit can be issued, minus any shipping charges

• Return to Sender requests are not guaranteed. If processed, a $16.00 return shipping fee, plus any additional shipping charges, will be deducted from your store credit, regardless of the outcome. Alternatively, you may return the item at your own expense using a carrier of your choice.

Shipping Policy: 

• Free Standard Shipping on orders over $75 CAD(after discounts, before taxes and shipping.) Shipping costs will automatically be deducted at checkout on all eligible orders. 

• Orders typically ship within 2-3 business days; delivery is within 2-5 business days within Canada, depending on your location. 

• An email will be sent with tracking information once your order ships. 
(Check your Junk Mail folder if you don’t see it!)  

• Damaged or Lost packages - Contact us at info@thenosugarcompany.com to file a claim - include photos of the damaged items, shipping box/label and packing list (if applicable.) After the claim outcome is determined, we will move forward with the appropriate resolution. 

• Chocolate Shipping Insurance (optional)- For added peace of mind, you can purchase shipping insurance for your order; if your package is lost or damaged in transit, we’ll send a replacement at no extra cost to you!  

Note: We are not responsible for stolen packages. Please monitor your tracking details closely to avoid theft-related issues. 
 

Carrier Information: 

• We use a variety of carriers including Canada Post, UPS and FedEx, and no signature is required upon delivery. Once your order leaves our facility, responsibility transfers to the carrier. 

• Carriers may deliver your order to a local facility for pick-up; you will receive a notification from the carrier by mail or door tag, and/or you will be able to track the pick-up location via your tracking number. 

• Unclaimed packages returned to us are eligible for a store credit, minus any shipping charges. 

Warmer weather? No Worries, we've got ice! 

To help reduce the risk of melting during warmer months, we include ice packs with your order.  While some softening may occur, your product will still be safe and delicious! 

We recommend tracking your shipment and bringing it inside as soon as possible upon delivery.  For best results, refrigerate the items right away to help them return to their ideal consistency. 

Need Assistance? 

Your satisfaction matters to us! If you have any questions or issues, please contact us at info@thenosugarcompany.com  
 
We do our best to respond to all customer inquiries within 2-3 business days (excluding stat holidays/weekends.) Response times may vary depending on the type of inquiry, or volume of requests. Rest assured,we’re working hard to get back to you as quickly as possible!