Shipping & Return Policy

Shipping Policy

updated: May 28, 2025

At Twisted Schweets, we’re committed to delivering your order quickly, securely, and with care. We strive to make your shipping experience as smooth and transparent as possible.

📢 Shipping Notice – Canada Post Strike (Effective May 23, 2025)

Due to the anticipated Canada Post strike beginning May 23, 2025, we are temporarily switching all shipments to Purolator or UPS to avoid delays and ensure timely delivery.

🚫 Please note:
Canada Post deliveries will not be available during this time.

📮 If you have a PO Box address:
Purolator and UPS do not deliver to PO Boxes. If your shipping address includes a PO Box, we will contact you to arrange alternate delivery to the nearest Purolator or UPS depot where your order can be safely held for pickup.

Thank you for your understanding and patience during this temporary disruption. We're doing everything we can to get your order to you without delay!

🚚 Order Processing & Delivery Times

We aim to process all orders promptly. You’ll receive a confirmation and tracking number once your package is ready to ship.

• Processing Time: Typically within 1–3 business days

• High Season Delays: Orders may take slightly longer to process during peak seasons (e.g., Halloween, Christmas)

📦 Rural, Remote, and International Shipping:
If your shipping address is in a rural or remote location, or outside of Canada, we may contact you to confirm available delivery options.
Additional shipping fees may apply for these areas, and we’ll always inform you of any extra charges before your order ships.

🎁 Free Shipping Policy

Free Standard Shipping on orders over $150 (before taxes & discounts)

• Applies to Standard Shipping only

• Does not apply to Express Shipping, but we’re happy to offer a discounted express rate if you provide a valid free shipping code or reward — just reach out!

• Free shipping applies only to major urban centers

  • Rural addresses may still incur additional shipping costs

  • If applicable, we’ll notify you before processing the order

📦 Shipping Methods

We offer a variety of shipping methods during checkout. Delivery time estimates are provided by the courier and may vary based on your location and external factors.

Please note:

• Estimated delivery times are not guaranteed

• We are not liable for courier-related delays once the package is in transit

⏳ Shipping Delays

If your package is delayed beyond the estimated delivery time:

• First, check your tracking link

• Then, contact the shipping carrier directly for the most accurate, real-time updates

We're happy to help facilitate support when needed — just reach out to us if you need assistance navigating the process.

💰 Shipping Costs

Shipping fees are calculated based on:

• Package weight and dimensions

• Shipping destination

• Chosen shipping method

You’ll see a full breakdown of shipping charges at checkout before finalizing your order.

If you have any questions about shipping options, timelines, or eligibility for free shipping, feel free to contact us at schweeties@twistedschweets.com — we’re here to help!

Return & Refund Policy

We’re committed to delivering quality products and a great experience. If something doesn’t go as expected, we’re here to help. Please review our return and refund terms below.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return:

• Items must be unopened, unused, undamaged, and in original packaging

• Clearance items, final sale, Best Before Date (BBD) section items, and opened/used products or products purchased in error by the customer are not eligible for return. 

  We're happy to offer a refund on the products if they are returned to us unopened and in new condition. Please ensure all returned products are unopened, as we cannot issue a refund if we receive opened items.
  

  Return shipping is not covered by us, but you're more than welcome to send the items back.
  
  
  
  Please note that the refund would apply to the products only and not to any shipping fees. Once the products are received, it will take 2-5 business days for your bank to process the refund.

  
  

  - Thank you for your understanding. Stay Schweet!

Return or Refund – Based on the Issue

We handle returns and refunds based on the nature of the issue:

📬 Return shipping costs:

• Covered by us if the error is on our end (defect, wrong item, etc.)

• Covered by the customer if the return is due to personal choice

Product Disclaimer

Please review your products carefully before purchasing. We are not responsible for customer errors in product selection. It is the responsibility of the customer to ensure they are selecting the correct item(s).

If you have any allergies or dietary restrictions, please take extra care in reviewing product details. Not all nutritional or ingredient information is posted on our website. If you are unsure, we strongly recommend you do your own independent research or contact us directly. We will be happy to provide photos or additional product information upon request to help you make an informed purchase.

While some packaging may state "nut free," "gluten free," etc., Please be aware that our facility is not nut-free, gluten-free, or free from other common allergens, and cross-contamination is possible. This is especially important when purchasing bulk candy or unpackaged items.

We encourage all customers, particularly those with food allergies, to exercise caution when making a purchase.

Thank you for your understanding and support.

Best Before Date (BBD) Section

Items in our BBD section have passed their Best Before Date, which refers to peak freshness — not safety. These products are often still fully consumable and retain their quality for a period beyond this date.

Key differences:

• Best Before Date: Indicates optimum taste and quality, not a safety deadline

• Expiry Date: Indicates safety, often used for perishable or pharmaceutical products

🛍️ Items from the BBD section are final sale and non-refundable.

We encourage customers to research or ask us questions before purchasing from this section. We’re happy to help clarify!

🌍 International & Imported Products

Some of our products are sourced from international suppliers (e.g., Europe), but are specifically intended for the Canadian or U.S. markets.

You may notice:

• English-language packaging

• Variations in the country of manufacture (e.g., a German brand may produce items in Germany, Turkey, or the UK)

We do our best to keep product photos accurate and up to date. However, packaging may occasionally vary slightly due to regional differences or supplier updates.

Please note:
Products are non-refundable based on packaging variations alone. If packaging appearance is important to you, feel free to contact us in advance — we’re happy to clarify what to expect.

Regardless of origin or packaging differences, we stand by the quality, authenticity, and taste of every product we sell.

How to Start a Return

To initiate a return or report an issue, please email us at schweeties@twistedschweets.com with:

• Your order number

• A brief description of the issue

• Photos, if applicable (for damaged, defective, or incorrect items)

We’ll get back to you with next steps and guide you through the return or refund process.

Customer Support Promise

We understand things happen. If you experience any issues with your order, we will do everything we reasonably can to find a solution. Our team is committed to working with you fairly, quickly, and compassionately.

Policy Updates

We reserve the right to modify or update this policy at any time without prior notice. The most current version will always be available on our website.