UPDATED SUMMER SHIPPING POLICY:
Due to excessively high temperatures across the U.S., and ongoing issues with melted orders, we revised our Summer shipping policies. Please note that if temperatures exceed 85˚ F in Nashville on any given day, we will halt shipping and hold orders until the temperature is 85˚ F or below.
One of the things we love most is getting delicious Goo Goo Clusters from our home in Nashville to yours. Online purchases are currently available for shipping in the 48 contiguous United States, Alaska (expedited only), and Hawaii (overnight only).
Before your order leaves our building, we treat it with the utmost care. Please review the shipping terms and policies to understand your responsibilities to ensure your purchases arrive in the best possible condition.
Daily Order Cut Off Times:
- Monday-Wednesday before 12 noon CST — orders will be processed same day. Exceptions: Design Your Own Premium and Make Your Own candy kits will be processed next day.
- Thursday before 12 noon CST — orders will be processed that day if next day delivery shipping option is selected
- Thursday (after 12 noon)-Sunday— orders will be processed on Monday
Summer Shipping - see statement at top of page.
Please be advised, if choosing the Overnight Shipping option after 12 noon on Thursday-Sunday, your order will not be processed until the following Monday (see Cut Off Times above). The overnight option does not include Saturday and Sunday deliveries. We cannot guarantee Monday deliveries on any order.
Shipping in Summer Months and to Warm Weather Destinations
While we do our best to ensure orders arrive in the best condition, shipping chocolate during the warmer months is always a risk. Transportation delays and outdoor temperatures are not within our control. We strongly suggest choosing the Overnight shipping option during warmer months or when sending chocolate to a warm weather climate. In our experience, even 2-day transit is too long for our real milk chocolate confections to hold up during delivery to some locations.
Please note: if you receive a melted order and you chose a shipping method other than Overnight shipping during checkout, we are unable to replace the product. Only overnight delivery is guaranteed to arrive in good condition.
When the weather is 72˚ F or higher (typically April-October), between our facilities in Tennessee and the delivery location, Ground shipping may not be an available shipping option. During the rest of the year, if 2-day or Overnight shipping are the only options shown, this means the delivery state is in a warm weather climate zone.
During the warmer months, we automatically package the products in insulated shippers with cold packs to help protect the chocolate from melting. These protect the product for up to 48 hours, depending on the temperature levels outside of the container.
There may be times we need to contact you to change the shipping method to ensure that your order does not melt in transit. With your approval, we may cancel the order and issue a new option with the most appropriate shipping method.
We advise you to closely monitor your order's progress using the tracking number sent to your email; check your spam folder to prevent an order from being potentially unattended in the hot sun. If you are unable to personally receive your order, please route to a shipping address where someone can receive and place your purchase in a cool, dry place.
Weather permitting, Ground, 3-Day Select, or 2-Day Air are typically acceptable shipping options from November to March to most areas of the country.
International, APO Shipments, P.O. Boxes
Currently we are only able to ship internationally to Canada and APO addresses. Our hope is that one day Goo Goo Clusters will be easily available worldwide.
APO Shipments: Please be aware that certain items may not be permitted to ship through customs in some countries. Goo Goo Cluster is not responsible for damaged chocolate shipped overseas or tariffs and taxes from the receiving country.
P.O. Boxes: Our preferred carrier, UPS, does not ship to P.O. Boxes. A valid street address is required upon checkout to purchase Goo Goo candy and merchandise.
Please double check all address information on orders prior to submission as you will be responsible for any additional shipping charges incurred for packages returned due to incorrect or incomplete information.
Each purchaser is responsible for inputting the correct address with their order. Each order will receive an email confirmation that includes shipping information. If the address in your order confirmation is incorrect, please notify us immediately at firstname.lastname@example.org. If the address is incorrect and the order has not yet shipped, we may be able to correct it, but this is not guaranteed. If the address is incorrect and the order has been shipped, we are not able to make any corrections or issue a refund. Please email us at email@example.com with the correct shipping address (company name, suite number, floor number, etc.) and recipient name with the subject line "Incorrect Address,” so we can address the matter urgently.
In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we are not able to issue a refund.
If a product is lost in transit due to an address error, theft, or negligence, we are not able to issue a refund; it is the purchaser's responsibility to request compensation from the shipping carrier. This applies to orders being shipped to a home, business, or third party.
If an item is missing from your order, submit a claim to firstname.lastname@example.org within 48 hours of the delivery and include your order number. We are unable to resolve matters over the phone as we thoroughly track and record each claim.
In the event that a product ordered is unavailable, you will be contacted to delay shipment, cancel your order, or be refunded for the out-of-stock item. Please note that we do not back-order out-of-stock items and should you reorder, you will be responsible for the cost of shipping.
We cannot accommodate requests to hold placed orders for future ship dates.
Delays with many shipping carriers can occur during holiday seasons. Please take this into consideration and plan ahead to ensure your shipments arrive on time.
Returns, Refunds and Exchange Policy
For details about what qualifies, see our complete Returns, Refunds, and Exchange Policy.
Goo Goo Cluster Satisfaction Guarantee
If you feel that something is not right with your order, please contact us via email with photos at email@example.com. We are unable to resolve matters over the phone as we thoroughly track and record each claim. Please note that we cannot replace a shipment when damage is caused by the carrier or the carrier did not deliver on time/perform as contracted.