FAQ
Shipping
What are my delivery options?
Delivery time frames are estimates that may change based on shipping carrier delays beyond our control. Order processing time is NOT included in the estimated delivery time frame.
Regular Time: October through May
Standard Shipping (2-5 Business Days): $4.99 or Free on any orders over $49 after discount.
Express Shipping (1-3 Business Days): $14.99 or $9.99 on any orders over $49 after discount.
Summer: June through September
We want your product(s) to arrive in the most ideal condition. Any orders made between June 1st to September 30th are shipped out via Express Shipping to avoid melting over the summer season.
Express Shipping (1-3 Business Days): $9.99 or Free on any orders over $49 after discount.
How long will it take for my order to ship?
Orders will be shipped within 2-7 business days of order placement. You will receive an email notification with a tracking link once your order ships.
We will ship out all orders between Mondays and Wednesdays.
Mondays, Tuesdays, and Wednesdays (before 12PM PST) Orders:
- Before 12PM PST: processed the same day & shipped the next business day
- After 12PM PST: processed the next day & ships the following business day
Wednesdays (after 12PM PST) through Sundays Orders:
- Processed on Mondays & ships the next business day
How will chocolate items be kept from melting during shipping?
All orders are packed with care to ensure your product arrives fresh and in an ideal condition. During warmer weather periods (75 degrees and above), depending on destination, orders are cold-packed with ice packs to avoid melting. Orders shipping to destinations with 90 degrees or warmer may be held until temperatures cool down (up to one week). In that case, you will be informed by us via email. Your order is also shipped out via Express Shipping only between June 1st to September 30th (Please refer to the Delivery Options above for rates and estimated delivery time frames).
Do you ship to a P.O. Box or an APO/FPO?
We are unable to process orders shipping to P.O. boxes, APO/FPO addresses. We request a street name for our deliveries to ensure that our product is received in an ideal condition.
Do you ship to international or non-continental U.S.?
At this time, we are unable to ship outside of the continental United States— Hawaii, Alaska, and Puerto Rico — at this moment. Please check back with us, as this could change in the future.
Can you ship to more than one address in an order?
Unfortunately, we can only ship to one address per order at the moment.
I won’t be home on my package delivery date. What should I do?
Our carriers will leave your package at the door when there is no one available to receive your order upon arrival. However, we are not responsible for incurred damage or theft after delivery. If this could pose a problem, we recommend you have someone receive your package or contact our carriers. Unfortunately, we are unable to modify shipping address or delivery instructions on your behalf once the order is shipped out.
My package was lost in transit. What should I do?
If your package was lost in transit, please contact Customer Support as early as possible for further assistance. You may choose to get a replacement or a refund. However, we are not responsible for any lost item after delivery and will not be able to provide a replacement or a refund.
Orders
Can I cancel or make modifications to my order I recently placed?
Unfortunately, we do not accept cancellations once your order is placed. For order modifications, please contact Customer Support with your order number and your requested changes. We cannot guarantee that we can change your order prior to shipping. However, we will do our best to accommodate your request. You are not able to make modifications after you receive our shipping confirmation email.
How will I know if my order was submitted?
Within minutes of placing your order, an order confirmation will be sent to the email address you registered at the checkout. Please contact Customer Support if you have not received this email.
How can I track my order?
Same as order confirmation, once your order has been shipped, you will receive confirmation with your tracking number and link to the email address you registered at the checkout. Please allow 24-48 hours for this number to become active. You can also check your order status here by providing your order number and email address or tracking number.
How does pre-order work?
When you see a "Pre-Order" button instead of a "Buy Now" button, it means the product is not yet available but can be reserved in advance. Your pre-order ensures that you will receive the product as soon as it becomes available. If you purchase a pre-order product along with other in-stock products, we will ship the in-stock products right away and send the pre-order product separately when it becomes available. You may cancel and get a full refund on your pre-order product at any time before its shipment. Please contact Customer Support for assistance.
Payment
What forms of payment do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, and Google Pay.
I have a problem with my payment, what should I do?
Please contact Customer Support and one of our representatives will be happy to help.
How are taxes calculated?
Tax rates are calculated based on the state the order is shipped to.
How can I add a discount code to my order?
- On a mobile device: At the top of the checkout page, click "Show order summary", then add your code on the discount code section.
- On a desktop: On the right-hand side of the checkout page (below the items in your cart), you will see a section where you can add a code.
If the above method doesn’t work, please contact Customer Support and one of our representatives will be happy to help.
Returns & Refunds
What is your return & refunds policy?
Because we offer food products, we are unfortunately unable to accept returns. If you are not completely satisfied with your order upon arrival, please contact Customer Support within fourteen (14) days of receipt. You will be asked to provide your order number and some pictures of the order for us to further assist you with refunds.
Can I exchange my purchased items for others?
As we offer food products, we unfortunately do not accept any exchanges. If you are not completely satisfied with your order upon arrival, please contact Customer Support within fourteen (14) days of receipt. You will be asked to provide your order number and some pictures of the order for us to further assist you with refunds.
My order is missing an item/I received the wrong item, what should I do?
We are sorry to hear that! Please contact Customer Support within fourteen (14) days of receipt for further assistance. You may choose to receive the missing or correct item or a refund for the missing item or wrong item.
My package was lost. Can I get a refund or replacement?
If your order was lost in transit, please contact Customer Support as early as possible for further assistance. You may choose to get a replacement or a refund. However, we are not responsible for any lost item after delivery and will not be able to provide a replacement or a refund.
Product & Nutrition
What is the shelf life of Glico products?
Glico products sold in the US have a 12-month shelf life after production. You can find the best by date printed on every package.
Are Glico products Kosher?
Unfortunately, our products are not Kosher at this moment. As we continuously strive to meet our customers’ demands, we recommend checking our website for future product updates.
Are Glico products gluten-free?
Unfortunately, our products are not gluten-free at this moment. As we continuously strive to meet our customers’ demands, we recommend checking our website for future product updates.
Are Glico products vegan/diary-free?
Unfortunately, we currently do not offer any vegan/dairy-free products. As we always strive to produce products that our customers will enjoy, we recommend checking our website for future product updates.
Rewards Program
What is Glico Snack Club?
Welcome to Glico Snack Club, a place where everyone can embark on a journey into the world of Glico snacks! Earn points for every qualifying purchase, review, and on your birthday. Redeem these points for exciting rewards, including discounts, free Glico merchandise, exclusive offers, and more.
How do I join Glico Snack Club?
You can the account registration page here to create your account. All you need is your full name, E-mail address, and password. It's free to join!
How do I check my points balance and tier?
After you have signed into your account, you can see your points balance on your account page or your rewards panel.
How do I redeem my points?
Once you have signed into your account, access the rewards panel and click on "Ways to redeem." If you have accumulated enough points to claim a reward, you will notice a "View" button. To redeem points for variable rewards, use the points slider to choose the desired number of points you wish to use and then hit the "Redeem" button.
How do I get my Free Merch reward?
1. Select a reward from the list of available rewards and click to redeem.
2. Once redeemed, you can click Add product to cart. This will automatically add the selected free product reward and discount to the cart for an easy checkout.
How can I receive points for my birthday?
In order to receive birthday points, your birthday needs to be at least 30 days in advance from the day you entered your birthday to our program.
Do my points and tier status expire?
Your points expire if they are not earned or redeemed within 1 year (365 days). You will receive a reminder E-mail one month and one week before the expiration date.
Can I combine my reward with other rewards or special offers?
Unfortunately, the rewards cannot be used in combination with other promotional codes.
What happens to my points if I get refunded for my purchase?
The points value of the returned product will be debited from your overall balance (which means the balance will go back to the amount before you made that purchase).
How does the Referral Program work?
1. Once you've signed into your rewards panel, you'll see a unique referral link
2. Share the link with your friends
3. Your friend gets 15% off when they make their first purchase through the link
4. Finally, you'll get 400 points once your friend places their first order!
What if I have questions about the Rewards Program?
Please contact us here, and we are happy to answer your questions!
Business Inquiries
How do I purchase Glico products to sell for retail?
Please reach out to us here and we will direct your email to our Sales Division for further assistance. Although we do have MOQs for a direct account, we can connect you with our distributors for more information.
I want to sell Glico products outside of the US, what should I do?
Please reach out to us here, and we will direct your email to our International Division for further assistance. Unfortunately, if we don’t have a global office in a particular country, we will not be able to distribute products there.
Who do we contact for press opportunities?
Please reach out to us here, and we will direct your email to our Marketing Department for further assistance.
I want to partner with you. How can we work together?
Please reach out to us here, and we will direct your email to our Marketing Department for further assistance.
Do you offer monetary / product donation?
Depending on the type of donation request and our inventory situation, we may be able to provide product donations. Please reach out to us here with your request. Please note that we will not be able to fulfill all donation requests.
