Q&A and Shop Policies

ORDERING AND DELIVERY


How long does it take for you to process my order?

 Due to an extremely high demand for our candies, current estimated processing time for all orders is *roughly* 7-14 business days. 

Though we may be able to complete an order faster, depending on the number of orders being placed, processing times are 7 to 14 business days (not including holidays and weekends. 

Processing time estimates are not guaranteed, and as such it may take us more or less time to process your order depending on time of year and potential for increased demand. Our team is always working as fast as we can to get your order ready for shipment and to get your package to you! We appreciate your patience in the meantime.

 

 

Why does processing take long?

Diamond Delights makes each batch of our candies by hand and that takes time. And since they don't have artificial preservatives, we make our batches to order so they arrive fresh to your doorstep. Quality takes a little time and we're still a small operation. As we grow we will be able to hire more people and move faster, so thank you for your support!

 

 

When will my order arrive after it ships?

Transit time is highly dependent on your location. 

Once shipped, all Canadian orders will arrive within approximately 5-10 business days. 

If you are in the US, you can expect your order to take approximately 8-15 business days to arrive once shipped. 

If you are international to us, you can expect your order to take up to 10-20+ business days to arrive once shipped.

Transit times may vary depending on time of year and during periods of increased demand. We do not control third party matters, transit times, or delays. Once your package leaves our warehouse, we are unable to affect the timeline for delivery of your order, and as such we are unable to guarantee when your order will arrive. Once your order officially ships, you will receive a shipping confirmation email with all of the tracking details you need to track your package. If you're not seeing that email in your inbox, please be sure to check your junk or spam folder.

 

SHIPPING

 

Do you ship worldwide?

Yes! We now ship worldwide! 

 

Can I track my order?

Yes! We offer tracked shipping on all our orders.

Customs or Boarder Fees

We assume no responsibility for custom fees as every country boarder is different and has different protocols. Unfortunately we do not control and cannot tell you if an order will come with custom fees. 

 

What happens if my package is delayed or lost?

We accept no liability for any missing orders if the tracking information for the parcel is showing the order as delivered to the provided address.

Please remember lost parcels are rare and don't happen often but when it does happen is it NOT in our control. Once the package is shipped, it is out of our hands. Secondly, during busy seasons delays must be expected. During the holidays for example, many shipping companies cancel their expected delivery dates due to the rush of shipments they are juggling. 

If your package has not arrived yet and tracking states that it's delayed or hasn't moved we suggest contacting the shipping company with your tracking information and inquire with them what is happening. Once a package leaves our store, we are not in control of what happens to it. It is in the hands of the shipping companies we use and we cannot guarantee when it will arrive. Please remember in this situation that is a THIRD PARTY MATTER. Once we have shipped your parcel, we cannot accept liability for delayed or lost products but we will do our best to help you. 
 
In the matter of your package stating it was delivered and yet it is not there, please contact us and we will help you place a claim for your package. We cannot refund or replace a package however until the claim has been processed by the shipping company. Once the claim is made for you, we will provide you with the claim number and will keep you updated as we hear back about what is happening. Unfortunately most claims can take up to 60 days. We will do our best to help you through this situation, but please remember, this is not our fault and we hold NO liability for lost or stolen parcels. This means if for some reason your claim is denied by the postal service, even after we counter it and talk with them, we cannot give you a refund on the products when it states its been delivered, especially when the postal company is stating it was delivered properly. This is a third party matter and it is in their hands at this point. We will try to help you and if you wish to still receive the products we can work out a solution/deal if you're open to it. Please keep in mind we are a small business, not a corporation. 


 

RETURNS

Can I return or exchange an item?

Unfortunately since we are dealing with food and for health reasons, we can not accept returns. If your package arrives damaged please send us photos and we may reship a second item to you depending on the situation. We are sorry for any inconvenience this may cause, but we do this for safety reasons. Any custom boxes are unable to be returned as well. 

 

Substitutions for out of stock items?

Sometimes when we have an item that's in your order that is sold out or was discontinued prior to your order shipping, we may add a substitute option. These substitute will always have the same price point or higher and will be similar to the missing item. Please understand as a business in huge demand and growing quickly, we do not always have the ability/man power to contact people first when we do this because we get held up in the processing line waiting for people to contact us back. We do not always choose this route and sometimes just refund the item.