FAQ

  • Where is my order confirmation?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive after it ships?
  • How long does it take for you to process my order?
  • Do you ship worldwide?
  • How much is shipping?
  • Do you offer free shipping?
  • Can I track my order?
  • Why do I have to pay for shipping?
  • Customs or Boarder Fees
  • What happens if my package is delayed or lost?
  • Can I return or exchange an item?
  • Substitutions for out of stock items?
  • Mistakes & Mix-ups
  • Summer Months and Candy
  • Winter Months and Pops/Sodas

Ordering and delivery

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at help@tastelybox.ca just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

We cannot cancel an order 72hrs after you purchased. Please be sure to check our announcment bar on the front page of our website for our current processing times! If you contact us straight away after ordering or before 72hrs has passed, via tastelybox@outlook.com, we should be able to cancel your order. Please note when cancelling an order you will be subjected to our cancellation and restock fee. If 72hr have passed, or if we have began processing your order or already scheduled a pick up for your purchase, then we unfortunately cannot cancel.
 
There are no returns on candy items due to health and safety concerns. Thank you for understanding. 
 
PLEASE NOTE: There is a restock/cancellation fee on ALL cancelled orders starting at $5. If the fees we incurred with your order are greater then that we will be charging you for those fees as we do not get them back from our website host.
 
NOTE ABOUT SPECIALTY BOXES: If you purchased a box that was limited in quantity, you cannot cancel your order after 24hrs of purchasing. Specialty boxes include holiday boxes, limited edition boxes, etc.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve shipped it. If you need to order a greater quantity or an additional product, please place a new order online or contact us via our contact form in the bottom right hand corner of your screen. If we have not shipped your order yet you can add to it or modify it by placing a second order (we will refund any extra shipping costs) or we may send you an invoice for your additional products if you'd rather. 

When will my order arrive after it ships?

It depends on your location! 

Once shipped all Canadian orders will arrive within 2-6 business days.

If you are in the US you can expect your order to take 4-6 business days depending on the time of year/holidays.

You will receive a tracking number once your package has shipped. We make no guarantees and will accept no liability for a longer shipping time frame. PLEASE NOTE: Shipping times and processing times ARE NOT the same thing! When buying online you are dealing with two companies, the business you purchased from and the shipping company who delivers your package. All our processing times are ALWAYS listed on the home page drop down bar. Be sure to read them prior to purchasing HERE!

If you are international to us we will provide you with a tracking number once shipped so that you can keep an eye on when it should be arriving. Typically it can take up to 10 business days to arrive once shipped. Tastely Box is not responsible for any additonal dutys or customs fees/delays incurred during shipment. Tastely Box is also not responsible for any lost or stolen packages. If your package becomes lost we reccomend reaching out to the shipping company for help. We will aslo help you if you're unable to get ahold of the shipper.

Tastely Box does not accept any liability for lost, stolen, or delayed packages. When buying online you are utalizing two services for your order to arrive. Us to package your order and the shipping company who delivers it to you. We are not in control of third party matters in regards to shipping companies. 

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

We take 12-15 buisness days to process orders (give or take - this is an estimated timeframe) since we have a high demand for our candy, and we are limited in staff at the moment as we continue to grow our new business. We ship every business dayand have UPS and FedEx shipping trucks arriving to pick up orders daily. We make no guarantees and will accept no liability for a longer processing or shipping timeframes, especially in high demand times.

Please be sure to read ALL processing timeframe updates prior to ordering HERE

Shipping

Do you ship worldwide?

Yes! We now ship worldwide! 

We only offer tiered free shipping within Canada and the USA (not including rural areas!)

How much is shipping?

We now offer FREE TRACKED SHIPPING on all Canada and US orders over $150. (excluding but not limited to NT, YT, NU and other rural areas in Canada and the US) . Due to rises in costs of goods, shipping, and imported we have had to raise the price of our tiered free shipping for our small business as we would be losing profits. We also now offer $10 flat rate shipping on all orders over $100! 

Shipping rates vary depending on your location. Best way to find out the cost of shipping to your area is by adding the items you'd like to your cart. 

If in any cases your orders shipping costs are less then what you paid we are always happy to refund the difference. 

Please Note: in many cases shipping is more expensive for us then what we have listed here. We are okay with covering some of the extra costs. However, in the case that you're very rural or have a heavy order we may need to contact you for extra charges on shipping if we are given a much higher cost of shipping. This is because that would leave us making no profit on your order and working for free or losing money and we cannot cover those orders when we are a small business still growing. Thank you for understanding. 

Do you offer free shipping?

Yes, we do!! We also offer flat rate shipping!

We ship across Canada and the US for free once your order reaches $150 or more! However we do not offer free shipping to rural areas within Canada and the US or on orders that are very heavy and come with higher then normal shipping costs. Spend $100+ and recieve $10 flat rate shipping (tracked!)

We hope you understand that we are a small business and can't be eating the costs of shipping to keep up with companies like Amazon. We work with a company to find the cheapest rates available to us but with the rising costs of everything prices in shipping continue to climb. We are looking at $17-$30 in most areas to ship now. 

Thank you for understanding! We are so pleased to have wonderful customers like you on our website considering supporting our small business. 

Can I track my order?

Yes! We offer tracked shipping on all our orders!

Why do I have to pay for shipping?

Because shipping is a service you utalize in order to not have to fly or drive to your favourite stores. By having the option to not travel or drive to a location, you are paying for someone to pick up your items for you and deliver them to you. That is a service and those people in that service are being paid for their time and efforts. Just like you expect to be paid for your work and time, they expect to be paid too.

SHIPPING IS NOT SOMETHING WE AT TASTELY BOX MAKE MONEY ON -- Shipping is a third party service.

We hope you understand that we are a small business and can't be eating the costs of shipping to keep up with companies like Amazon. We do our best to find you the most afforable prices for shipping to your area. Any time your shipping comes out cheaper then what you paid we are always happy to refund any extra shipping costs. If however your shipping comes out more expensive then we charged, we are happy to cover the difference for you (some expections apply here as some costs of shipping, depending on the weight and area you live, can become so large that we would be losing money by shipping to you - in these cases we will reach out to you with options)

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. However, we have not heard of any of our packages being charged additional custom fees to date. 

What happens if my package is delayed or lost?

Firstly, 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. 

PLEASE NOTE: Melted Chocolate does not count as a damaged item. As warmer weather comes chocolate may melt. When your box arrives let it cool down. If you don't want your chocolate melting, we suggest purchasing items that are not heat sensitive during hotter months. 

Substitutions for out of stock items?

Sometimes when we have an item that's in your order that either sold out or was discontinued due to it being too fragile prior to your order shipping, we may add a substitute option. These substitute will always have the samd price point or higher and will be simialr 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. However, if the sub item arrives and you are unhappy with the substitute, please reach out to us via our contact form and we will be happy to help you. 

Mistakes & Mix-ups

Although it's rare, sometimes a mistake or simple mix-up can occur when packing an order. We always try our best to triple check orders before they go out. We are humans and a small business, a mistake now and again is expected and we do what we can to correct it. The solution to these mix-ups are made on a case by case basis.

If you received the wrong product for example we will usually refund the missing product (unless you suggest otherwise and are still happy with the other item which we would just then refund any differences) We also will provide you a coupon code for 20-30% off your next order. In this case you are welcome to keep and enjoy the product that was accidentally given to you. We normally cannot reship a single item out, shipping costs are too high now for a small businesses like ours for a single item. We hope you understand.

If your order is missing an item, a similar process is done, we will refund the missing product and provide you with a coupon as an apology.

If you have another order with us or plan to make another we can also add the missing item to that order as well!

In any case, please be sure to contact us by using the contact form on our website and we will be happy to assist. 

Temperature and weather

Summer Months and Candy

Tastely Box will accept no liability for damaged products due to weather. We suggest during summer months if you're concerned about melting chocolate to avoid chocolate purchases for now. We have lots of other options to choose from and continue to grow our stock.  

Winter Months and Pops/Sodas

Please remember that when winter is here pop/soda can freeze. In most cases you just need to allow the cans/bottles to acclimate and they are fine. However, in some cases the pop cans can explode. Please consider this when buying drinks in the winter months. It might be better for you to purchase drinks in warmer months to avoid any potential leaks.