Frequently Asked Questions

HELP CENTRE

Find answers to our most commonly asked questions about ordering, shipping, products and more. If you can't find what you're looking for, our friendly Australian customer support team is always happy to help.

SHOPPING

Shopping at Sugar HQ

What products does Sugar HQ sell?

Sugar HQ stocks a growing range of premium confectionery including gummies, jelly beans, cloud gummies, chocolates, lollipops and seasonal favourites in pack sizes from 100g through to giant 12KG cartons.

Do you sell bulk quantities?

Yes. Bulk confectionery is our speciality. Whether you're buying for your family, workplace, school, party or business, we have pack sizes to suit.

Will you be adding more products?

Absolutely. We're continually expanding our range with exciting new flavours, seasonal products and confectionery categories.

ORDERS

Ordering

Can I change my order?

If your order hasn't yet been packed, we'll do our best to help. Please contact us as soon as possible with your order number.

Can I cancel my order?

Orders may only be cancelled before they have been packed and dispatched.

Do you offer gift wrapping?

Not at this stage, however we're always looking at adding new services in the future.

SHIPPING

Shipping & Delivery

Who delivers my order?

All orders are shipped using Australia Post.

Do you offer Express Post?

Yes. You can choose either Regular Parcel Post or Express Post during checkout.

How much does shipping cost?

Shipping is automatically calculated during checkout based on your delivery postcode, parcel size, total order weight and shipping service selected.

How do I track my order?

Once your parcel has been dispatched you'll receive an email containing your Australia Post tracking number.

My parcel hasn't arrived. What should I do?

Please first check your Australia Post tracking information. If you're still unable to locate your parcel, contact us with your order number and we'll gladly assist.

RETURNS

Refunds & Returns

Can I return confectionery?

Due to food safety requirements, we cannot accept returns or exchanges on confectionery once it has left our warehouse.

What if my order arrives damaged?

Please contact us immediately with your order number together with photographs of the parcel and damaged products. We'll investigate and provide an appropriate solution.

What if I receive the wrong products?

We'll make it right. Simply contact us with your order number and photos of the products you received.

PRODUCTS

Our Confectionery

How should I store my lollies?

Store your confectionery in a cool, dry place away from direct sunlight and excessive heat.

Will hot weather affect my order?

During Australian summer, chocolate and some confectionery may soften during transit. We recommend selecting Express Post where possible and bringing your parcel inside soon after delivery.

Are ingredients listed?

Yes. Product pages include ingredient information where available. Please always read the product packaging before consumption.

Do your products contain allergens?

Some products may contain allergens or be manufactured in facilities that also process allergenic ingredients. Please always read the product packaging carefully before consuming.

ABOUT SUGAR HQ

About Us

Where is Sugar HQ located?

Sugar HQ is proudly Australian owned and operates from Queensland, delivering confectionery Australia-wide.

Do you have a physical store?

Currently Sugar HQ is an online-only store, allowing us to offer a huge range of bulk confectionery delivered directly to your door.

How can I contact Sugar HQ?

Simply visit our Contact page and our friendly Australian customer support team will be happy to assist.

Still Need Help?

Can't find the answer you're looking for? We'd love to help. Simply contact our Australian customer support team and we'll get back to you as quickly as possible.