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Shipping and Freight Policy
The Marshmallow Factory currently ship(s) to the USA and Canada only.
The Marshmallow Factory uses multiple couriers such as USPS, UPS, CANPAR, Purolator, ICS and other couriers that are available in both Canada & the USA with some flat rate shipping options available during the checkout process.
The Marshmallow Factory uses Canada Post in Canada to deliver to P.O boxes, APO/FPO or US Territories.
All shipments will include tracking numbers & insurance for the full value of the shipped package. Please look at our “CLAIMING A DAMAGED OR MISSING PACKAGE” policy and procedure below for more information.
All orders are processed as we receive them and if no backorders are on the order they are usually processed "Same Day" and shipped the following day. Orders placed on Friday's are shipped the proceeding Monday as most postal services do not operate on weekends. This prevents your order from sitting in a shop or warehouse over the weekend which is open to the environmental & potential theft conditions of the location stored at.
Please note: We do not collect taxes for US customers and all American orders are currently subject to taxes & duty.
Orders shipping to Nunavut, Hawaii and Alaska are exempt from any free shipping promotions. Air shipping rates will apply to all orders shipping to Nunavut, Hawaii and Alaska, but orders will ship via Standard Ground.
You will receive an email confirmation with your order number once your order has been successfully placed. (Please check your “JUNK” mail folder if you do not find your confirmation e mail.) Please make sure your shipping address is correct as we are unable to redirect goods once they are in transit to you. Once your order is prepared for shipping, you will receive a shipping confirmation email with a tracking number. Please use this tracking number to keep tabs on the progress of your delivery.
The Marshmallow Factory Inc. will not be responsible for stolen or unretrieved orders if a package show delivered. We ask that you please closely monitor delivery of your shipment.
Please note that in some rare cases, your order may arrive in multiple shipments (i.e. in the case of items with lead times or on backorder).
NOTE: If your order has a backordered product(s), it may have just run out in our inventory or it’s currently being batched, curing or in the process of packaging. A backordered product usually takes 2 to 5 days to process depending on the current production stage.
All orders are initiated shortly after it is placed. This being so, we cannot guarantee that a change or cancellation can be made once your order is confirmed. For security purposes we do not have the ability to alter or change an order that has been made by a customer. This change would include the ship to address, e mails or payment info.
CLAIMING A DAMAGED OR MISSING PACKAGE
Lost, late or damaged items
My package hasn’t arrived or it arrived damaged, What can I do?
Most packages are delivered no later than 5 business days after the expected delivery date. Sometimes there can be delays due to weather or other issues such as postal strikes & high volume seasonal delays. If the delivery is taking longer than expected, and you're concerned that your package is missing, we want to help you find it.
Before contacting The Marshmallow Factory about your package, please make sure you have double checked your tracking info and have tried to make contact with the courier company if you have questions. Normally the courier company will have no additional information other than what shows in the tracking information.
You can ask us to start an investigation into the missing package and the courier will try to find and deliver it. All Courier companies have different policy's regarding lost, missing or damaged packages and this process may take up to 30 days before a claim may be filed for a refund. The Marshmallow Factory will work with the Courier company following their procedures. If the package is declared missing, The Marshmallow Factory can request compensation for the insured value of the package. This may be restricted to the package contents only by some couriers.
Each Courier may have a different policy for insurance in place and claims may be a time consuming process.
Under most situations, lost, stolen or damaged parcel claims take an average of 45 days to resolve (The Marshmallow Factory has no control over this)
Please remember The Marshmallow Factory is working on your behalf to resolve this issue, so we ask you to please be patient with the process. Once we receive information on the stages of progress we can than inform you of the situation. Calling, e mailing or texting repeatably will NOT get you any answers quicker and this may slow down the entire process of coming to a positive resolution.
NOTE: Once the courier open(s) an investigation and concludes any compensation, it may take up to 60 days to receive your refund providing the courier has concluded the package was lost, missing or damaged.
Refunds will be provided in the form of a check for the full amount of the package contents
(in some rare cases minus the original shipping fee(s) depending on courier and circumstances)
Damaged packages- If you have received a package that has been damaged or has internal package damage you will be required to send us proof of damages. Any information that you can provide will be helpful in assisting in the process. Send us all related pictures from different angles or all damaged items.
Delivery orders within Winnipeg City limits
The Marshmallow Factory delivers Winnipeg-wide. Delivery is charged at a flat rate of $10 within the Winnipeg area & local Winnipeg delivery is free if your order total is over $60.
Local deliveries are arranged for every Tuesday and Thursday of the week.
Once your order is ready and processed, we will make every effort to contact you by e mail, phone or text message to set up a delivery time.
In some situations we may have an abundance of fresh product that we can deliver same day if the order is processed early enough, usually prior to noon.
All of our Marshmallow products are small batch, hand made to ensure quality and freshness, Please expect to allow 2 to 7 days to receive your order.
We accept online payment (s) Cash and Debit at the door, when ordering just let us know under special instructions your payment method if not paid through the website. Any order that is not pre paid is automatically set to low priority and may take longer to process.
The Marshmallow Factory Refunds/ Return Policy
We do not accept order cancellations after your order has been completed through our online system. Once your order has been submitted we cannot grant a refund for cancellation.
*We reserve the right to change our policy at any time to may make special considerations on a case by case basis.
Replacements
If your item arrives damaged please contact us immediately and provide photographic evidence of the damage. Each parcel is insured for its full value with all couriers and therefore will be covered by insurance. As per most couriour policies you will be required to take the damaged package to your local post office for inspection so that they will cover the item. Please note that any items that are thrown away, discarded of, eaten or are otherwise not available for inspection will not able to be covered.
*We have many confectioners working on every order who follow our recipes, unfortunately it is impossible to test every batch that goes out and sometimes we make mistakes despite our strictly documented quality control measures. We understand that there may be a small mistake that throws the texture or taste off and we want to know if this happens. If you think there is a problem with your batch we will gladly take back the product and replace it with the same flavor from a different batch # only if it is determined it does not meet our standards & requirements. The product must not have more than 1 square inch missing in order for us to determine the issue. (1 bite) Customer is responsible for all shipping costs, shipping costs are NON REFUNDABLE!
Returns
– Perishable items cannot be returned for a refund due to change of mind after they have been ordered or delivered. Non-perishable items may be accepted, with return shipping to be paid by the customer.
– We do not refund shipping due to delays
– Gift cards and other digital products are not able to be refunded once purchased or used.
– For refunds or replacements where an item is determined by The Marshmallow Factory to be faulty, we require the original item to be returned so that we can investigate the issue.
– We understand everyone has different tastes, we do not return items that you may not like the flavor of. We are sure you will love our products.
- We often donate products & packages to local charity organizations, these products are non refundable or returnable. With this being said we require a receipt from place of purchase to consider returning or swapping any products.
FAQs
How long will I take to receive the refunded money?
- Normal in shop or online orders we will process the refund within 24 hours of receiving confirmations or returned products to The Marshmallow Factory. Depending on your bank it may take up to 5 days for you to receive the money.
- Orders placed online claiming shipping insurance may take up to 90 Days from the original purchase date, this is due to factors out of our control and are based on the policy and procedures of the courier used, the time they need to process the claim & the time it takes to receive the payment from the courier, check printing etc..
Can I swap items in my order before you ship it out?
You can swap items in your order by contacting us as quickly as possible after placing your order. The longer that you leave it the more likely that we have made and packed your order and will not be able to swap order items. We do not have access to add, change remove or alter an order that has been created by a customer. This is a security feature implemented by the online shop provider to prevent fraudulent activity.
The Marshmallow Factory (Our Marshmallow Company)
771 Selkirk Avenue, Winnipeg, Manitoba R2W 2N5, Canada
Copyright © 2025 The Marshmallow Factory - All Rights Reserved.
We are using couriers as well as Canada post for quick shipping, please select the corresponding package quantities to our flat rate shipping options.
Limited stock of "sale" items are available.
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