Shipping policy

Overview

This policy explains how RARA Real Sugar ships orders, the timeframes involved, and what is and is not our responsibility once an order is in transit. Please read it carefully before placing an order.

Where we ship

RARA currently ships only within the contiguous United States (the lower 48 states).

We do not ship to:

Alaska or Hawaii
U.S. territories, including Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, and the Northern Mariana Islands
APO, FPO, or DPO military addresses
PO Boxes in regions where our carriers do not service them
International addresses
Freight forwarders or package consolidators

Orders placed to addresses outside our service area will be cancelled and refunded.

Order processing time

Orders are processed from our fulfillment partners, which may be located in Texas, Illinois, or other regional hubs depending on inventory and destination.

Standard processing time is 2 to 3 business days from the time the order is placed. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays begin processing the following business day.

Processing times may be extended during high-volume periods such as product launches, promotions, or major holidays. In those cases, we will note the expected delay at checkout or on the product page.

Shipping method and transit time

All orders ship via standard ground service with our selected carrier. We do not currently offer expedited, overnight, or guaranteed delivery options.

Estimated transit time after an order ships is 3 to 5 business days, depending on the distance between the fulfillment hub and your delivery address. Total time from order placement to delivery is typically 5 to 8 business days.

Transit times are estimates provided by the carrier and are not guaranteed. RARA is not liable for delays caused by carriers, weather, holidays, natural disasters, or events outside our reasonable control.

Shipping rates

Shipping rates are calculated at checkout based on order weight and destination. Promotional free-shipping offers, when available, are subject to order minimums and other terms disclosed at the time of the promotion.

Shipping charges are non-refundable except in cases where the entire order is cancelled due to our error or where the order is refunded under our Refund Policy because it arrived damaged, defective, or incorrect.

Order tracking

You will receive a shipment confirmation email with a tracking number once your order leaves the fulfillment hub. Tracking information may take up to 24 hours to become active with the carrier after the confirmation email is sent.

If you have not received a shipment confirmation within 5 business days of placing your order, please contact us at support@getrara.com with your order number.

Delivery and risk of loss

Once an order is handed to the carrier, title and risk of loss pass to you. RARA is not responsible for what happens to a package after it is in the carrier's possession, including but not limited to:

Delays in transit for any reason
Damage occurring during transit that is not reported in accordance with our Refund Policy
Packages marked as delivered that cannot be located by the recipient
Packages stolen from the delivery location after confirmed delivery
Packages refused, returned, or undeliverable due to incorrect or incomplete addresses provided at checkout

Address accuracy

It is your responsibility to enter a complete and accurate shipping address at checkout, including unit or apartment numbers, suite numbers, and any other information required for successful delivery.

Orders returned to us due to incorrect, incomplete, or undeliverable addresses are not eligible for refund of shipping charges. If you would like us to reship the order to a corrected address, you will be responsible for the cost of reshipment.

Once an order has been passed to the carrier, we cannot change the shipping address. Contact the carrier directly to request a reroute; a fee may apply, and we cannot guarantee the carrier will honor the request.

Lost, stolen, or missing packages

If tracking shows your package as delivered but you cannot locate it, please:

Check with household members, neighbors, and building staff
Look for safe-drop locations around your property (porch, garage, side entrance)
Wait 48 hours, as carriers occasionally mark packages as delivered prematurely
File a claim directly with the shipping carrier and contact us with the claim number

RARA is not responsible for packages lost or stolen after carrier-confirmed delivery. Replacements for carrier-confirmed deliveries are issued at our sole discretion and are not guaranteed.

Heat and weather

Our products are shelf-stable and do not require refrigerated shipping. However, during extreme heat or cold, products may be exposed to temperature conditions in transit that we cannot control. RARA is not responsible for cosmetic changes such as sugar crystallization, clumping, or softening caused by temperature during transit, provided the product remains safe for consumption and the safety seal is intact. If the product is damaged or unsafe on arrival, it is covered under our Refund Policy.

Damaged shipments

Damaged, defective, or incorrect orders are handled under our Refund Policy. All damage claims must be submitted to support@getrara.com within 7 days of the delivery date shown by the carrier, with photographs of the damage and the outer shipping box.

Order changes and cancellations

If you need to change or cancel an order, contact us at support@getrara.com as quickly as possible. We process orders quickly. Once an order has been passed to our fulfillment team or handed to the carrier, it cannot be modified or cancelled. In that case, the order will be delivered and becomes subject to our Refund Policy.