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Terms & Conditions

Find out the window for order changes and cancellations

Understand how we ship our products during high temperatures

Information including payment terms and our return policy

These terms and conditions serve as an agreement between you (the customer) and Sweet Swiss Confections (the service provider) when accessing and using our website and engaging with our chocolate logo & transfer sheet manufacturing services. By using our website or placing an order with us, you acknowledge and agree to comply with the terms outlined on this page.

Our aim is to provide you with high-quality chocolate logo & transfer sheet products while ensuring a fair and transparent business relationship. It is important that you carefully review and understand these terms and conditions before proceeding with any transactions.


Shipping Policy

It’s imperative to understand that our chocolate logo decor and transfer sheets are delicate and require special care during shipping to ensure they arrive in perfect condition. Here’s our shipping policy for these products:

Chocolate Logos:

  • We use insulated packaging and gel packs to keep the chocolate cool during shipping. In extremely high temperatures, these packs are only in optimal condition for 24-36 hours.

Transfer Sheets:

  • We use sturdy packaging to protect the transfer sheets from bending or tearing during shipping.
  • If you are ordering transfer sheets with other items, we will pack them separately to avoid damage.

Both Items:

  • Unless shipping on a previously supplied customer account number, price checks between UPS and FedEx will occur on every shipment to ensure that the cost savings is passed along to you, the customer. We do not ship via USPS or ship to PO boxes. If placing an order over 75 cases, the product will be placed on a pallet and shipped via refrigerated truck.
  • FedEx shipments will have Adult Signature Required as the signing election. We recommend that someone is available to receive the package when it is delivered to avoid it being left outside in the heat for an extended period as these products are susceptible to melting.
  • We will check destination temperatures prior to shipment to ensure the correct shipping speed is chosen. Anything above 75-80° F will require next-day shipping. This will be up to our discretion as we are fully aware of the cost increase of this shipping speed and we will continue to ship 2- or 3-day service where weather permits.
  • If you specifically request for other shipping speeds or signing elections besides what is mentioned above, you accept the product in delivered condition and we will not be held responsible for melted chocolate/transfer sheets. If a replacement is requested, payment for both shipments will be due.
  • Sweet Swiss Confections will not be held responsible for damaged or melted product caused by delivery carriers and/or trucking companies, including but not limited to:
    • Delivery not occurring by scheduled time on the day of delivery
    • Mishandled packages (breakage, throwing of boxes, etc.)
    • Weather delays (year-round)
    • Routing of packages incorrectly by carriers or incorrect addresses supplied by customers
    • Care of the package after the product has been delivered and signed for.
  • Please reach out to us within 24 hours of receiving these products if any issues arise as re-makes will only be assessed on a case-by-case basis.

Account Changes

We understand that changes are to be made to your account as time progresses. Effective 10/01/2022, all account changes made by our customers or clients must be submitted to us in writing via email. This policy applies to all account changes, including but not limited to updates to contact information, billing information, and service preferences.

To ensure timely and accurate processing of account changes, please follow the guidelines outlined below:

  • All account change requests must be sent to our designated email address for account updates. This email address will be provided to customers and clients upon request or at the time of account setup.
  • In the subject line of the email, please include the following information: “Account Change Request – [Customer/Client Name].”
  • In the body of the email, please provide a detailed description of the account change requested, including any relevant account information such as account number, customer or client name, and contact information.
  • If the account change requires supporting documentation, such as a legal document or authorization form, please include the document as an attachment to the email.

Upon receipt of the account change request, our team will review and process the request within 3 business days. If we require additional information or clarification, we will contact the customer or client via email or phone.

Once the account change has been processed, we will send an email confirmation to the customer or client to confirm the change has been made.

This policy is implemented to ensure that all account changes are accurately processed and documented, and to prevent any unauthorized changes to our customers’ accounts. Failure to follow this policy may result in delays in processing account changes, and we reserve the right to reject any account change requests that are not submitted in accordance with this policy.

Sweet Swiss Confections will not be held responsible for any charges incurred on behalf of the customer if the above outlined policy is not followed.

 

Payment Terms

Sweet Swiss Confections offers various payment terms for our customers depending on their preferences and creditworthiness. The following are the different types of payment terms available, along with their corresponding policies and guidelines.

Credit Card Payments

We accept credit card payments from Visa, Mastercard, Discover and American Express. Customers can make payments using their credit cards with our Credit Card Authorization Form or by calling our customer service.

Please note that credit card payments will be subject to a 3.5% processing fee, which will be clearly labeled on the final invoice. Customers who choose to pay by credit card must ensure that they have sufficient funds to cover the payment amount.

1% 10 Net 30 Payment Terms

Customers who choose this payment term can enjoy a 1% discount if payment is made within 10 days from the invoice date. The full payment amount is due within 30 days from the invoice date.

Please note that customers who fail to make their payment within 30 days from the invoice date will be considered delinquent and may be subject to a 10% late payment fee, compounding interest or collection efforts.

Net 30 Payment Terms

Customers who choose this payment term must make the full payment amount within 30 days from the invoice date. Late payment fees and collection efforts may be imposed on customers who fail to make payment within the specified timeframe.

Customers who consistently pay on time and maintain a good payment history may be eligible for extended payment terms or other payment options.

All payment terms are subject to credit approval and may be adjusted or revised at any time at the discretion of Sweet Swiss Confections.

 

Item Addition Policy

It is important to note that our confectionery products are perishable and cannot be returned due to health and safety regulations. We prioritize the health and well-being of our customers and therefore cannot accept returns of any kind. Thank you for your understanding.

At Sweet Swiss Confections, we are committed to providing our customers with exceptional confectionery products and services. We understand that customers may need to make changes to their orders from time to time, and we have established the following policy regarding item additions:

Adding Items to an Order

Customers may request to add items to their order by contacting our customer service team by phone or email. We will make every effort to accommodate these requests whenever possible.

Time Frame for Adding Items

We will accept requests to add items to an order within 24 hours of receipt of the order by our team. This is because we begin processing orders immediately, and additions requested after this time frame may not be able to be accommodated due to production schedules and shipping timelines.

New Order for Late Additions

If a customer requests to add items to an order after the 24-hour time frame, the addition will be treated as a new order and will be subject to our standard production schedule. This means that the new order will need to be processed and shipped separately from the original order, and may incur additional costs.

Order Confirmation

Customers will receive a confirmation email once their order has been processed. It is the customer’s responsibility to review the order details carefully to ensure that all items and quantities are correct.

 

Rush Fees

Sweet Swiss Confections strives to provide timely and efficient delivery of our products to our customers. In some cases, customers may require delivery of their orders within a shorter timeframe than our standard delivery schedule. To accommodate these requests, we offer a rush delivery option, subject to the following policy and guidelines:

Rush Fees

A rush fee will be applied to orders where delivery is required within 7 business days from the order date. The rush fee will be $74.20/order for chocolate or transfer strips and $42.40/order for transfer sheets. This will be communicated to the customer at the time of the order to ensure transparent pricing.

Rush Delivery Schedule

We will make every effort to deliver rush orders within the requested time frame. However, the delivery schedule for rush orders is subject to availability of products, manufacturing capacity, and other factors beyond our control. We will communicate any changes to the delivery schedule to the customer as soon as possible.

Rush Order Requirements

To qualify for rush delivery, customers must meet the following requirements:

The order must be received and confirmed by our team before the specified cut-off time for rush delivery. The cut-off time will be communicated to the customer at the time of the order.

The customer account must be in good standing with ample on-time payment history.

The order must not require any customizations or modifications that exceed our standard production capabilities. This includes adding additional items after the original order has been received by our team.

Rush Fee Refunds

Rush fees are non-refundable and will be charged regardless of whether the order is delivered within the requested time frame.

This policy is implemented to ensure that rush orders are given priority and are delivered within the requested time frame. Rush fees help to cover the additional costs and resources required to expedite production and delivery. We appreciate our customers’ understanding and cooperation in adhering to this policy.

 

Cancellation Policy

At Sweet Swiss Confections, we strive to provide timely and efficient delivery of products and services to our customers. We understand that there may be situations where a customer needs to cancel an order. To accommodate these requests, we have established the following policy regarding order cancellations:

Cancellation Requests

Customers may request to cancel an order by contacting our customer service team by phone or email. We will make every effort to accommodate cancellation requests whenever possible.

Standard Delivery Orders

We will not accept cancellation requests after 48 hours of orders placed for products that require standard delivery. This is because our team will have already begun processing the order, and canceling it at this stage will cause unnecessary delays and additional costs.

Rush Delivery Orders

We will not accept cancellation requests within 12 hours of orders placed for products that require rush delivery. This is because our team will have already expedited production and shipping to ensure timely delivery, and canceling the order at this stage will result in significant costs and disruption to our production process.

Cancellation Fees

If an order is canceled after it has been processed but before it has been shipped, a cancellation fee may be charged. The fee will be calculated based on the stage of processing and the costs incurred up to that point.

Refund Policy

If a customer requests a cancellation to an order that has already been through production and/or shipped, the customer will be responsible for the amount due for the order in its entirety. Due to the nature of these products, refunds will not be issued in the event of any delivery issue or customer rejection of the order at the time of delivery.

We reserve the right to modify or update this policy at any time without prior notice.

 

Return Policy

At Sweet Swiss Confections, we strive to provide our customers with high-quality confectionery products that meet or exceed their expectations. However, due to the nature of our products, we do not accept returns under any circumstance.

In the unlikely event that a product is received in a damaged, inedible, or in incorrect condition, we ask that our customers destroy the product immediately and contact us within 24 hours of receiving the product to report the issue. We will investigate the issue and work with the customer to resolve it in the most appropriate way possible.

 

If you have any questions, comments or concerns about these Terms & Conditions, please reach out to our customer service team.

Contact Customer Service

 (509)-838-1334

 orders@sweetswiss.com

 

Hours

7:30 am - 4:00 pm PST

Monday - Friday

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