FAQ

Shipping with Sugarbird Sweets

Our team at Sugarbird Sweets takes pride when shipping our products to you. Every order is handled with extreme care so that it arrives in best possible condition. Each order is hand-packed then gently placed in our shipping boxes or insulated bags for optimal care. We bake your items in order to ensure they arrive as fresh as possible to your office or doorstep or for your loved ones. Once received, we recommend opening the box and place your baked goods out of the sun and creams in the fridge or frozen doughs into the freezer immediately to keep them maintain their peak flavor and quality. We recommend storing the scones in a airtight container in refrigerators or freezing them and warming the scones in a pre-heated oven at 350 for 3-5 min, (5-8 min if frozen) for the out of oven experience. 

**Due to the perishable nature of some of our sweets and creams,  orders are shipped nationwide within two (2) -three (3) days via UPS depending on your items. (Refer to the map below to see specific 1-Day, 2-Day and 3-Day UPS zones.** During the warmer months, we may discontinue shipping highly perishable items like creams and frozen doughs to prevent damage. 

General

Do We Offer In-Store Pickup?

• Unfortunately,  DO NOT have a retail bakery location (at this time) and we can NOT service walk-up customers.  However, we offer curbside pick up and delivery for all our products. 

• All our products are made in a certified food manufacturing commissary kitchen located at 242 N Avenue 25, Los Angeles, CA 90031.

• Curbside pick ups are available at:  242 Ave 25 (Lincoln Heights) located in the brick building called, Amped Kitchens. Please park along the grey sliding gates, near the loading dock in a safe location and txt us at 213-622-0474 with your ORDER # and COLOR of your car and will bring your order out to you. 

• After placing your order and selecting local pickup or delivery at checkout, your order will be prepared and ready for pick up on the date you selected, please allow at least 36 hours for orders to be prepared. 

• All perishable and nonperishable items are shipped via UPS, 1-3 days shipping, overnight depending on the recipient's delivery location. 

How Are Shipping Charges Calculated?

• Shipping charges are based on total shipping weight and destination zip code.

• Shipments are made within the 50 United States and the District of Columbia. 

Do you offer refunds?

Our team assembles and packages your orders with outmost care however, sometimes transit could be rougher and delayed more than usual beyond our control.  If you receive your products in an unacceptable state, please contact us within 24 hours of receiving your product with a photo and an email to help@sugarbirdsweets.com so we can assist you and provide you with options as soon as possible. 

If for any of the following reasons listed below, your order does not arrive in a timely manner, we will NOT be responsible for credits, refunds or re-shipment of your order if delays were due to any of these reasons:

• Incorrect or incomplete shipping addresses. 

• Delays caused during Major Holidays, Weather, Social Disruptions related delivery delays.

• We do NOT ship to P.O. Boxes, APO or FPO addresses.

• Shipping addresses with a PO Box will cause a delay until we can obtain a correct shipping address.

• You chose a free shipping option offered for loose tea purchases but you did not purchase loose tea only. 

• All packages shipped with UPS are designated with a “shippers release” so that a signature is not required for delivery. However, it is up to the discretion of the UPS delivery person whether to leave the package or not. Thus, we highly recommend that someone be available to accept the shipment, particularly if the shipping location is an apartment complex or office building.
• We cannot be held responsible for packages left at an address when someone is out-of-town. Please make sure the recipient will be home before submitting an order.

Be sure to inspect your package upon arrival. We will be glad to refund or replace damaged items within 5 days of shipment.

If there is a problem with your order please contact us via txt immediately with your order number and name at 213-622-0474 or email us at info@sugarbirdsweets.com

Questions about your order?

For any questions, concerns, or if you require assistance placing an order, you can text or call us at 213-622-0474 Monday- Sunday between the hours of 7:30 am – 3:00 pm PST and will get back to you as soon as possible. Or send us your order number to help@sugarbirdsweets.com

Want to send orders to multiple addresses?

Do you need more than 5 packages boxes or orders sent to multiple addresses ? Fill out this Google Sheets here, download the filled out form then email us at: info@sugarbirdsweets.com 213-622-0474. We can ship larger orders, and may be able to save you on shipping charges.

Shipping Perishable Items

Due to the perishable nature of our products, we ship all orders (with the exception of loose tea) nationwide within three (3) days via UPS. (Refer to the map below to see specific 1-Day, 2-Day and 3-Day UPS zones.

 All perishable orders are shipped Monday - Wednesday to arrive within two to three days or Monday - Wednesday to arrive within two days.

Thursday shipping is available only within the 1-Day shipping zone (within CA only) 

Overnight shipments are available Monday - Thursday for an additional charge. We cannot ship overnight to Alaska or Hawaii.

For 3-day shipping, orders must be placed by 3 pm EST. For 2-day shipping, orders placed by 3 pm EST,  Monday - Wednesday will be shipped within one day. Orders placed by 3pm Thursdays out side of CA will ship on Monday.  We cannot guarantee on time shipments from Dec 10th - Dec 24th.

Orders placed after 3 pm on Tuesday will shipped with 3 Day Shipping, after 3 pm, Wednesday it will ship with 2 Day Shipping, or after 3pm on Thursday for 1 day will be shipped the following regular shipping day, if within CA (Outside of CA, usually Monday unless this is a major Holiday and UPS is closed).

We cannot guarantee arrival times on the day of arrival! UPS has up until 10pm to deliver packages. Most residential packages are delivered by 7:00 pm, and business packages by 5:00 pm. Businesses in homes are considered residential. If you require A.M. Delivery, please call us to place your order. Higher service charges will apply.

We do not send out shipments on the following days: Memorial Day, Labor Day, 4th of July, Thanksgiving Day, Christmas Eve and Christmas Day, New Years Eve and New Years Day as UPS is either closed or not picking up packages. Packages will not be delivered on Thanksgiving Day, Christmas Day, New Years Eve (ground only), and New Years Day.

Non-Perishable Items

Non-perishable items ship Monday – Friday via UPS Ground unless rush delivery is required. Please call 213-622-0474 or email info@sugarbirdsweets.com with any questions. Any orders combining perishable and nonperishable items together will be classified as a perishable shipment.

Saturday Deliveries

Saturday delivery is available in specific areas for an additional charge. Due to UPS guidelines, Sugarbird Sweets cannot guarantee that all areas are available for Saturday deliveries. You must call 213-622-0474 for Saturday delivery.

Weekend Deliveries (Outside of CA)

We do not ship packages that will be in transit over the weekend (outside of CA) due to UPS not moving packages after noon on Saturdays or on Sundays.

Sundays

Sunday arrival is not possible as UPS is closed on Sundays, unless you are making arrangements for delivery with in 20 miles of 90031.

Sugarbird Sweets, at its discretion, ship packages to move over the weekend. This typically occurs during major holidays or when adverse weather conditions at our facility may hamper operations. Sugarbird Sweets does not ship any packages that move over the weekend between April 15th and Oct 15th.

Weekend Deliveries or Pick up (Within 20 miles of 90031, Lincoln Heights)

If you are within 20 miles of our zipcode 90031, we do offer local courier delivery starting at $25 and up for Saturdays and Sundays. 

Problems with your order?

Sometimes things happen, and we hope to make your experience positive. Should we cause a problem with your order, we will make it right. We will do everything we can, to make sure we can fix the best outcome possible for you. We are all human and make mistakes. If you made a mistake and provided an incomplete or incorrect address during your order process, please call or txt us right away at 213-622-0474. We can always fix labels before 10 am the day of shipment. Once they leave our facility, it is harder to fix problems and additional charges may apply. 

Everyone's tastes are different, and while it is rare, sometimes our scones or baked goods just wasn't what you were expecting. We do apologize, but cannot replace orders or issue refunds due to items received which are not liked due to taste or appearance. Due to FDA regulations with regards to food items, we cannot accept returns or exchanges of food products once they have left our facility.

Winter Holidays -

Due to the overwhelming amount of orders placed during peak holiday seasons,  we suggest ordering holiday gifts  as early as possible. In fact, you may place an order any time throughout the year for December delivery! Due to the large amount of packages being delivered during the holidays, UPS cannot guarantee on time delivery for UPS ground shipments from December 12th-December 24th. However, UPS can guarantee on-time deliveries for all 1 and 2 day air shipments during this time.