Frequently Asked Questions/Terms and Conditions

1. When will my order be delivered?


Orders generally ship within 2 business days following placement of your order. For the standard delivery option, orders generally arrive within 3 to 7 business days from ship date if shipped within the United States (including Alaska and Hawaii). Express delivery options are available for deliveries within the United States. International shipments generally arrive within 1 to 2 weeks, but may take longer depending on the destination country and potential delays in Customs.


Following placement of your order you will receive a confirmation via email that will include an order number that should be retained for your records. Once your order has shipped, you will receive another email from our fulfillment center which will include a shipping tracking number from our carrier, FedEx. This number should also be retained for your records so that you may track the status of your order via FedEx.com.


2. What are your shipping rates and policies?


We ship within the United States (including Alaska and Hawaii) as well as internationally and retain FedEx as our exclusive carrier. We regret that we are unable to deliver to P.O. Boxes. Express delivery options are available for deliveries within the United States. In the event that an incorrect shipping address is provided, delivery times could be delayed.



Domestic (United States) Shipping & Handling Charges
Order total is the U.S. dollar retail value of the order.
Order Total ($)
Merchandise Standard
Merchandise 3 Business Days
Merchandise 2 Business Days
Up to $20.00
$6.95
$12.95
$16.95
$20.01 - $35.00
$7.95
$14.95
$19.95
$35.01 - $50.00
$8.95
$15.95
$20.95
$50.01 - $75.00
$9.95
$16.95
$21.95
$75.01 - $100.00
$11.95
$19.95
$25.95
$100.01 - $125.00
$13.95
$21.95
$27.95
$125.01 - $150.00
$15.95
$23.95
$29.95
$150.01 - $200.00
$17.95
$25.95
$31.95
Over $200.00
$19.95
$28.95
$35.95
Merchandise Standard: Orders generally arrive within 5 to 9 business days from placement of your order
Merchandise 3 Business Days: Orders arrive within 3 business days from placement of your order
Merchandise 2 Business Days: Orders arrive within 2 business days from placement of your order

Note: An additional fee of $8 will be applied to shipments to Alaska and Hawaii.


International Shipping & Handling Charges
Order total is the U.S. dollar retail value of the order.
Order Total ($)
Shipping Cost
Up to $25.00
$30
$25.01 - $50.00
$35
$50.01 - $100.00
$40
$100.01 - $150.00
$50
$150.01 - $200.00
$60
Over $200.00
$70
Note: International Orders generally arrive within 1 to 2 weeks form ship date, but may take longer depending on the destination country and potential delays in Customs. Please be aware that we are not responsible for products confiscated by legal authorities of your country or state. We recommend you consult the appropriate local government agencies in advance, before ordering, if you suspect your country bans certain products.

Please note we are unable to ship Sweets items to international addresses.



We are unable to ship products to the countries listed below:

Balkans, Belarus, Central African Republic, Comoros, Congo (Democratic Republic of the), Cote d'Ivoire, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Indonesia,Iran, Iraq, Johnston Island, Kiribati, Lebanon, Liberia, Libya, Malaysia, Moldova, Myanmar, Nauru, Nigeria, Niue, North Korea, Russia, Sao Tom & Principe, Sierra Leone, Solomon Islands, Somalia, St. Helena, Sudan, Syria, Tajikistan, Tokelau, Turkmenistan, Tuvalu, Vietnam, Wake Islands, Yemen, Zimbabwe

3. Will there be any additional expenses associated with my international shipment?


Orders shipping to destinations outside the United States may incur duties, taxes or other miscellaneous fees. If any duties, taxes or fees are imposed on your order, they are due at time of delivery. Please consult your local Customs office for more details.


4. How do I return or exchange my order?


We apologize if you are not completely satisfied with your order. We will gladly accept returns or exchanges up to 30 days from date of delivery. Returned items must be in original condition (and packaging, if applicable) in order to receive a refund or credit for an exchange. You will be refunded or credited for the price of the item(s) only. Original shipping charges and return shipping charges will not be refunded. When returning an item it is recommended that you utilize a carrier that provides tracking services. We cannot assume responsibility for items lost in transit. If you have received an incorrect order or defective item(s) you will not be responsible for return or replacement shipping charges provided you utilize our official carrier, FedEx. Duties, taxes and fees will also be waived for international shipments.


Refunds are generally processed within 1 week of receiving the returned item(s) back to the store fulfillment center. Exchanges are generally processed and shipped within two weeks. If you are awaiting a refund due to a shipping carrier claim for a lost or damaged order please note that the length of the claim process can vary depending on the specifics of the claim. Most claims are resolved within 10 business days. The original packing slip/receipt must accompany the item(s) to be returned or exchanged. Additionally, complete, accurate and compliant commercial documents must accompany all returns or exchanges from international locations. We apologize, but returns or exchanges cannot be processed within our theme park locations. Returns or exchanges must be processed through our store fulfillment center.


Note: Refunds and credit for an exchange may only be granted to the credit card used in the original order. An item(s) being exchanged for a higher priced item(s) will require payment for the difference. Sweets items purchased on the site are not eligible for returns or exchanges.


In order to process a return or exchange please contact Merchandise Services toll free at 1-888-762-0820 (Monday - Friday 8:30am-8:30pm EST, Saturday & Sunday 8:30am-6:30pm EST, excluding certain U.S. holidays) or email us at MerchServices@universalorlando.com for specific instructions.


5. How do I change or cancel my order?


We regret that we are unable to change or cancel your order once it has been processed for shipping from our fulfillment center. If you no longer wish to receive your order once it has shipped we recommend you refuse the order when our carrier attempts delivery. The item(s) will be brought back to the fulfillment center at no additional cost to you and you will be refunded for the value of the item(s). If your order has not been processed for shipping from our fulfillment center we can cancel the order before shipment as well as assist you in creating a new one with any changes you would like to make. Changes to your shipping address can only be made prior to the shipment of your order and you will need to verify the original shipping address for security purposes.


For assistance please contact Merchandise Services toll free at 1-888-762-0820 (Monday - Friday 8:30am-8:30pm EST, Saturday & Sunday 8:30am-6:30pm EST, excluding certain U.S. holidays) or email us at MerchServices@universalorlando.com for specific instructions.


6. Do I have to pay sales taxes on my order?


Orders shipped only within Florida will be subject to applicable sales taxes.


7. What methods of payment do you accept?


We accept most major credit cards, including Visa, MasterCard, American Express, Discover, JCB and Diners International. We regret that we do not accept checks, money orders or cash at this time.


8. I would like to check on the availability of an item.


If you are interested in a particular item that is not available for purchase and would like to know when or if it will be available, please contact Merchandise Services toll free at 1-888-762-0820 (Monday - Friday 8:30am-8:30pm EST, Saturday & Sunday 8:30am-6:30pm EST, excluding certain U.S. holidays) or email us at MerchServices@universalorlando.com. We regret that we do not offer backorders. Also note that our online store does not carry all items found at Universal Orlando Resort theme parks. If you wish to purchase items found only in the parks we can assist you.

Please note we reserve the right to limit quantities per guest.


9. Who do I contact for assistance?


For assistance please contact Merchandise Services toll free at 1-888-762-0820 or email us at MerchServices@universalorlando.com

Monday- Friday, 8:30am-8:30pm EST
Saturday & Sunday, 8:30am-6:30pm EST
*excluding certain U.S. holidays