Questions and customer care

Browse F.A.Q. Topics

Company information

  • Where are you located?
    Our company is based in beautiful Boulder, Colorado.
  • How can I reach you?
    You can contact Artisan Sugars by phone at (800) 923-6822 or by email from our Contact Us page.

Custom sugars

  • How do I place a custom order?
    Visit the Contact Us page to get started. Send a note with your desired shape, color, flavor infusion, and quantity, and we'll create custom, handmade sugars just for you. If you need a shape or flavor that you don't see on our website, send the details of what you're looking for and we'll work with you to create it.
  • Can you create a custom shape for my event or business?
    Absolutely! Send us a note on the Contact Us page. We'll work with you to create the perfect custom shape or logo sugar for your event or business.

Gifts

  • How do I place a gift order?
    Artisan Sugars make wonderful gifts! Add gift wrap to any product on its product page (right below the Add to Cart button).  Enter the recipient's address and your gift message on the checkout page.   If your gift needs to arrive by a particular date, make sure to mention that in the order notes field. We'll do all that we can to get your gift there on time.

Orders

  • What is your return policy?
    We want you to love your purchases! But if you're unsatisfied in any way with your sugars, please contact our Customer Care department using our email contact form. We'll do everything we can to make your experience with Artisan Sugars a delight.
  • What forms of payment do you accept?
    We accept Visa, Mastercard, American Express, Discover, and Paypal.

Products

  • How many sugars will I need for my event?
    Coffee and tea sugars: 2-4 sugars per person, Toasting Sugars: 1-2 per person, Cocktail sugars: 1-2 per person  
  • What allergens are in your sugars?
    All nut-flavored sugars should be avoided by those with nut allergies. Our sugars are made in a facility that handles NO peanuts, sesame seeds, wheat, soy, milk proteins, or pearl dust (allergen: shellfish). All our sugars are gluten-free.
  • Where are your sugars made?
    Our sugars are created in and shipped from our facility in Boulder, Colorado.
  • How long will my sugars last?
    Store  your sugars in a cool, dry place, and they'll stay perfectly sweet and fresh for three years and beyond. You may notice the color getting lighter if you leave them in a hot spot in direct sunlight.
  • Do you have organic or gluten-free sugars?
    All Artisan Sugars are gluten-free. If you would like to place an order for sugars using organic sugar, please send us a request on our Contact us page.
  • Will Artisan Sugars dissolve in cold beverages?
    You bet! Artisan Sugars are made with very finely ground sugar so they'll dissolve quickly in either hot or cold beverages. Try dissolving one of our Lemon Slice sugars into a glass of ice water. Give it a stir for instant lemonade!

Shipping

  • Do you offer free shipping?
    We offer free shipping  to our mailing list subscribers during promotional events throughout the year. You can subscribe by clicking here.
  • Why does my tracking number have no information?
    There may be a delay between when we ship your package and when it shows up on the shipper's tracking system. If you check the tracking number and don't see shipment information, just give it a few hours and check again.
  • Do you ship internationally?
    Artisan Sugars ships internationally. International buyers may be subject to import duties, taxes, and/or customs fees which may be imposed by your local government when you receive your package. You are responsible for paying any additional charges for customs clearance. Rates vary by country and by what was ordered so we are not able to supply an estimated cost. Please contact your local post office or customs office to inquire about these charges. We cannot predict how long your package may be held by customs in your country. If you need your sugars by a specific date, please contact us so that we can help you estimate your delivery time.
  • When will my order ship?
    In stock items ship within 2 business days. Custom and bulk orders ship within 5 business days. You'll receive an email with tracking information as soon as your order ships. If you have an important deadline, send a note from the Contact Us page and we'll work with you to get your order there on time. We ship via USPS Priority (2-3 days), USPS Standard Post (2-8 days) or UPS Ground (3-5 days). If you have special delivery needs, please Contact Us.  
  • What shipping methods do you offer?
    You have the option of receiving your package by USPS Standard Post (2-8 days to arrive once shipped, U.S.), USPS Priority (2-3 days to arrive once shipped, U.S.), or UPS Ground (3-5 days to arrive once shipped, U.S.).  All methods include a tracking number which is sent via email as soon as your order has shipped.

Wholesale

  • How do I place a wholesale order for my retail store, restaurant, or venue?
    We'd love to speak with you about carrying Artisan Sugars in your shop or featuring our products in your restaurant or hospitality venue. Please visit our Wholesale page to learn more about our program.