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What if I am having trouble ordering from your online store?

Please email or call us at 1-855-248-1998 Monday – Friday 9AM-6PM ET. We will respond within 24 - 48 business hours

What form of payments does accept? accepts the following forms of payments through our secure system: 

  • Visa
  • MasterCard
  • Discover
  • American Express
  • Paypal
  • Apple Pay

How do I redeem a promo code? 

To redeem your promo code, please enter the promotion code on the checkout page and click submit. Only one promotion code per order may be used. For help please contact

I forgot to enter my promotion code. Can it be still be applied to my order?

No worries, we can help you with that. Please contact us at within 24 hours of placing your order with your order number and the promo code. 

Can I cancel my order?

Unfortunately, once your order is placed, due to the special care that goes into creating your order, we are unable to cancel it. This is to ensure we meet the quality and service expectations you expect from Sour Patch Kids.

I typed in an incorrect billing address when checking out – how can I fix this?

Incorrect billing addresses may cause issues during check out when the cardholder information doesn’t match the mailing address where your credit card statements are sent.  Aside from this security check, once an order is placed and an order confirmation e-mail is sent, an incorrect billing address causes no problems.   

Can I change the shipping address after I placed an order?

Unfortunately, once your order is placed, we are unable to make any changes to the shipping addresses.  Please make sure the shipping address is correct before submitting your order.  We are also unable to cancel the order after it is placed as per above.    

Will refund a personalized item if I misspell a name? is not responsible for misspellings or other personalization errors once you have approved the personalized item on your order. We will not refund consumer spelling errors. However, any spelling error on our part will receive a full refund.  For additional details, visit our Orders and Returns page.

Why was my personalized order cancelled? looks at all orders placed with personalization.  If we think the personalization contains an offensive name or word, we will cancel the order and refund back your money.  If you would still like the product, please place a new order with an appropriate name or word.

I don’t like the product. Can I return it?

Food items and personalized items purchased on are not eligible for returns and nonrefundable. There are exceptions for damaged or spelling errors on our part. For additional details, visit our Orders and Returns page. 

Can I purchase SOUR PATCH KIDS for my foodservice operation?

The team at Mondelēz Foodservice is dedicated to helping your away-from-home business grow with branded snacks, inclusions and ingredients from many of the most in-demand consumer snack brands – including SOUR PATCH KIDS, OREO, CHIPS AHOY! and more. If you’re looking for SOUR PATCH KIDS products for foodservice, please visit the Mondelēz Foodservice website for shoppable options.



When can I expect my order to ship?

Orders will be shipped within 3 business days of placing your order. For time-sensitive deliveries, please keep in mind that Ground Delivery does not offer a guaranteed delivery date, and we highly recommend selecting Expedited.

What shipping carrier do you use?

We ship all packages via FedEx Ground unless otherwise specified for Expedited delivery.

What shipping options do I have?

At this time, we offer Standard Ground Shipping which usually arrives 3-5 business days, or Expedited Shipping which arrives in 1-2 business days. To ensure product quality and freshness, we do not ship on Fridays during warmer months or to warmer climates.

Can I ship to multiple addresses?

Unfortunately, at this time we are unable to ship to multiple addresses. We are working on adding that feature in the future.

Can I ship my order to a PO Box, APO/FPO address, Alaska or Hawaii?

At this time, we do not ship to PO Boxes, APO/FPO addresses, Alaska or Hawaii.

Can I ship my order Internationally?

At this time, we are not able to fulfill orders outside of the United States. Some of our international customers use freight forwarders in the United States who will accept orders on their behalf; however, for security reasons, orders sent to a freight forwarder may require additional identity verification at our discretion. We cannot be held responsible for orders after they reach the warehouse delivery address.

How can I track my order?

Once your order has been shipped, you will receive a confirmation e-mail with your FedEx tracking number. Please allow 24-48 hours for this number to become active. Tracking numbers are sent by e-mail automatically after your order has shipped, so if you have not received your tracking number, your e-mail address may have been entered incorrectly during the checkout process. Feel free to contact us and we can provide you with your tracking information. 

orders-returns For any questions regarding your IT’SUGAR order please e-mail us at or call us at 1-855-248-1998.



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Click here to sign up for our email newsletter. Once registered, you will receive emails about new products, special promotions, and exclusive offers for subscribers.

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