Owned and Operated by US Army Veterans
We ship FREE to the Continental USA. Orders made outside the Continental USA are subject to shipping fees, customs, duties. Any restriction of product prohibited by your country will cancel out the order. We reserve the right to cancel any order for any reason.
Orders placed Monday through Thursday typically ship next business day. Most orders placed Friday, Saturday, or Sunday ship the next business day (Monday). Shipping times are calculated by business days; weekends and holidays do not count. The day the package is shipped is not counted in the delivery time; the day after the package is shipped counts as day 1 in transit.
Orders are processed 7 days a week, but our carriers only pick up packages Monday through Friday. We use USPS as our carrier. Carriers do not guarantee on-time arrival in the occurrence of weather, natural disasters and other uncontrollable events. Sugar Gliders USA does not offer refunds based on these types of delays. In times of inclement conditions, there is a chance that a package(s) will be delayed in transit.
We ship either priority or first class, depending upon weight of items.
We want to keep our customers satisfied and happy, If you have any questions please contact us.
Our Customers can return any item (excluding opened food items, opened cans or melted yogurt products) for any reason. We want you to be happy with your purchases!! We will refund the cost of item (excluding shipping cost) provided the item is returned in the same condition as received. If you should receive an item that is defective or damaged in shipment please contact us immediately. We require notification within 7 days of receiving the item or product. Item must also be returned within 14 days of receipt. Shipping costs are nonrefundable. On free ship items returned there will be an initial handling cost of 20% of item cost deducted from the refund.(plus initial ship cost by SUGAR GLIDERS USA. If you would like assistance with returns please email us at firstname.lastname@example.org. Returns post return time frame of 14 days will not be accepted .
Return Instructions: In order to return or exchange a product(s), ship the product(s) to the address below along with a copy of your invoice (found in the original package, in the order confirmation email, with the order number visible. Please write any instructions on the return invoice detailing what product(s) is being returned, the reason for return, and if you would like a refund or exchange. The customer is responsible for return shipping costs as well as original shipping costs. Please keep tracking information of the package to verify proof of return.
Attn: Sugar Gliders USA
Kenilworth, New Jersey 07033
Notice: Returns are processed within 72 business hours after being returned back to us. After returns are processed, a refund request will be sent to the bank or PayPal account used for purchase.
Please note that while the funds are instantly deducted from our account, some banks may take 5-7 business days to process these refunds. PayPal refunds are typically initiated immediately. Please contact your bank or a PayPal representative for further details
Please verify that your shipping address is correct BEFORE finalizing your order. Review your order information on the order confirmation page after checkout and in the email confirmation sent after order placement. We are not responsible for delayed, lost or undeliverable packages at the fault of an address/delivery issue. If your address is incorrect, please contact us directly (by phone and email) as soon as possible in order to make the correction. It is not possible for us to edit a shipping address after the order has been processed and/or shipped. The customer is responsible for contacting the carrier in order to make any address corrections from that point. Packages that are undeliverable and are returned to us (undamaged) can be reshipped at the expense of the recipient or can be refunded for the cost of the product(s) minus the return shipping cost. If package tracking shows "package delivered customer is responsible for contacting shipping service for claims.
If a package is not delivered after 15 days in transit with tracking information confirming that the package was not delivered, you must file a claim for the lost package. We do not accept responsibility of stolen packages- these are at the fault of the recipients unsecure delivery location. Customer must contact delivery service for claims of non delivery. We do not offer refunds/reships for lost or stolen packages.
Upon receipt of your package, please inspect for issues. If the package appears to be damaged to an extent that the enclosed merchandise may be damaged, refuse delivery and contact us. Any and all issues must be reported to us by phone or email within 48 hours of delivery. We cannot honor claims after 48 hours from the time of delivery. We do not issue refunds for missing, damaged, or defective products, we take responsibility and will replace the item with the same exact item at no cost to the customer. Please send picture confirmation by email of any damaged/defective products for our records. Yogurt products are shipped at your own risk, we are not responsible for melted products during extreme heat in transit. We do not accept returns/exchanges or offer refunds for yogurt products that melted in transit or upon return. For Yogurt products shipped with ice pack packaging, minimal melting may occur. Contact us should excess melting occur on ice packed yogurt items.
Our Commitment To Your Privacy: Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.
What Information Is Collected: As part of the order process, the following information is collected from shoppers: Name, shipping and billing address, email address, Phone number, Credit/Debit Card or PayPal Information.
How That Information Is Used: Shoppers information we collect is used to fill orders, to contact the customer if there are any changes or issues with an order, or to send emails with invoices and special offers (only if requested). For the security of the customer, payment information is not saved nor accessibile after an order is placed. Payment information is processed by a secure server then encrypted.