FAQs
*When will I get my order?
Processing time is 10-14 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 does processing take so long?
Processing takes anywhere from 10-14 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.
"Why did I get a shipping notification and my order hasn't shipped yet?"
We often print labels stating "your order is preparing to ship" several days in advance to optimize the final processing stages during shipment preparations.
*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 but if there are certain flavors you definitely do not want, you can state that in the notes and if there are some you would like to try, you can also state that in the notes and we will do our best to accommodate based on availability.
*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. Please note that once a shipping label has been created, canceling the order becomes challenging, as the label is already in the queue for USPS. In such cases, we can only process a refund equivalent to 80% of your total purchase amount.
*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 reach out to customer support directly if you have severe allergy issues. support@silkygem.com. Please be aware cross contaminations can occur.