FAQs

 

*When will I get my order?

Processing time is 2-4 business days not including holidays and weekends. Please note that these are approximate and processing can be a little under or a little over stated processing time. Once it’s handed over to the postal service, it can take 3-7 days depending on your location. International shipping can take 2-6 weeks. We do print labels ahead of time to save on time when your order is fulfilled. 

*Why has my order been in pre shipment so long? 

Orders are marked as "pre-shipment" once a shipping label has been created, but this does not mean the package has shipped yet. Since our processing time is 2-4 business days (excluding weekends and holidays), we sometimes prepare labels in advance to streamline fulfillment. Once your order is fully processed and handed off to the carrier, tracking will update accordingly. 

*Why does processing take so long?

Processing takes anywhere from 2-4 business days, not including weekends or holidays. All of our candies are handmade, hand cut and hand packaged. Weekends and holidays are not business days. Please allow us time to process your package.

*Can I change my shipping address?"

Yes as long as you haven't received a shipping notification. Once the label is printed, the order is packed and shipping out, we are unable to change that. 

*What is the address for pick up orders and what are operating hours:

The address is 7429 Lindbergh Drive Gaithersburg, MD 20879

Operating hours are Monday-Thursday 8am to 5pm. Closed Friday, Saturday, Sunday and all major holidays.

*How long is the shelf life?

Make sure you store them in a cool dry spot. Do not store them in the refrigerator. They should not be left in the individual wrapper for more than a couple weeks. Once they are taken out of their original packs, you can set them out to dry out any moisture or humidity that has gotten to them and store them in an air tight container. If taken good care of, they can up to 3 months.

*Can I get nutrition information?

Nutrition information is provided on our site on each box description page under "allergies and important information". You will see nutrition information for the sugar free candies first and when you scroll down, you will see the nutrition information for the full sugar candies. 

*Can I choose my own?

We don’t have a “pick your own” option at this time. If you have allergies, this candy may not be for you  

*Can I return my order for a refund?

No. Since this is a food item; we cannot exchange edible products. Any damage in shipping should be handled with the shipper. Once we send your item out, we have no responsibility for damaged or lost items. Packages returned to us for insufficient address will incur additional handling and shipping fees. IF THERE IS AN ISSUE WITH YOUR CANDY PLEASE CONTACT US WITHIN 48 HOURS OF RECEIVING THE CANDY. 

*Can I get a refund?

No. All sales are final.

*Has my order shipped?

We provide tracking information with each order to the email address provided to us. Any questions regarding such matters should be directed to support@silkygem.com. We do not handle these matters on any of our social media platforms.

*Can I cancel my order? 

You can request a full refund for your order, provided that a shipping label has not been generated or the order has not been dispatched. Once a shipping label has been printed, the order is waiting for pickup by the carrier and cannot be cancelled under any circumstances. 

*How can I guarantee an item I am allergic to will not be included in my order?

We cannot accept liability for allergic reactions, and we are unable to guarantee the exclusion of specific flavors from our collections. Please be aware cross contaminations can occur. 

*Is this a nut free facility: 

No. This candy is produced in a facility that also processes nuts.

*Can I purchase package protection and what does it cover?

Yes, we highly recommend opting for package protection. This service ensures coverage in case your package is damaged, lost, or stolen during transit.  By declining this service, the customer assumes all responsibility for lost, stolen or damaged packages.