Customer Service

Browse our website, select the items you’d like, add them to your cart, and proceed through checkout. Once your order is successfully placed, you’ll receive a confirmation email with your order details. If you do not receive a confirmation, please check your spam folder or contact us.

Orders begin processing shortly after being placed to ensure freshness and timely shipping. Because of this, changes or cancellations may not be possible once processing has started. If you believe you made an error, contact us immediately and we will do our best to assist.

For large quantities, special events, or business inquiries, please contact us directly to discuss pricing and availability.

Yes! Select Rustito’s Dulces products are available for in-store purchase at our Old Town San Diego location. Availability may vary from what is offered online, so we recommend visiting in person for the most up-to-date selection.

Yes! You can shop select Rustito’s Dulces products directly through TikTok Shop during live events and via featured listings. Product availability, pricing, promotions, and policies may differ from our website. All TikTok Shop orders are subject to TikTok’s platform rules and checkout process.

We currently ship within the United States and select international destinations. Shipping availability and options are displayed during checkout. If your country is not shown, please contact us directly to check availability and request a shipping quote.

If all items are in-stock at the time of purchase, the order will be processed within 1 business day. Orders requiring freshly prepared candy typically process within 2-3 business days. Shipping times usually take 2-5 business days for delivery but can vary depending on the carrier selected and your location. Please note that carrier delays, weather, or holidays may affect delivery times.

Local pickup is available to local Southern California residents. If available, this option will be displayed as an option at checkout. In-stock items are available for pickup same-day. If items are made-to-order or out of stock, it may take up to 1-2 business days for your order to be made ready for pickup.

First, check around your delivery location and with neighbors or household members. If the package still cannot be found, please contact the shipping carrier for the fastest resolution, You may also reach out to us so we can assist where possible.

If your order arrives damaged or incorrect, contact us promptly with your order number and clear photos of the issue. This helps us review and resolve the situation efficiently.

Once an order has been handed off to the shipping carrier, we are not responsible for lost, delayed, or stolen packages. If tracking shows no movement or is marked as delivered but you did not receive it, please contact the carrier directly to file a claim. We are happy to assist by providing tracking details or shipment confirmation when needed.

For health and safety reasons, food items are generally not eligible for return. In cases of error or damage, we may offer a replacement or resolution in accordance with our policy.

Yes. We take pride in packing orders regularly and sourcing from trusted suppliers to ensure freshness and quality.

Some items are curated, mixed, or hand-packed by our team, while others are sourced from reputable manufacturers and distributors.

We cannot guarantee that any product is allergen-free. Our items may be packed or handled in facilities that process common allergens.

Ingredient information is listed on product pages when available. Packaging should always be considered the most accurate source. You may also contact us prior to ordering with questions.

Individuals with allergies should review our Allergy & Safety Policy before purchasing. Cross-contact with allergens is possible during packing and handling.

Some products may meet these dietary preferences; however, certifications vary by item. Please check individual product listings or contact us for clarification before ordering.

Some candies may pose choking hazards and are not recommended for young children. Adult supervision is strongly advised.

These are products we showcase while packing orders live on TikTok, giving customers a behind-the-scenes look at our process.

Yes. Products featured during our TikTok LIVE streams are available for purchase in real time through TikTok Shop or linked listings.

Prices, promotions, and availability may vary between our website and social platforms.

Enter your promo code during checkout before completing your purchase. Discounts will be applied if the code is valid.

Unless explicitly stated, promo codes and discounts cannot be combined.

Yes. Subscribers receive exclusive promotions, early access to products, and special offers. You can sign up using the newsletter form located at the bottom of our website. Subscribers receive sweet updates and exclusive offers.

No. We respect your inbox and only send relevant updates, promotions, and important information.

No account is required. Guests are welcome to check out without creating an account.

We recommend storing all products in a cool, dry place away from direct sunlight and heat. Heat exposure can cause melting, sticking, or texture changes, especially during warmer months. Refrigeration is not required.

Shelf life varies by product and manufacturer. Most items are best enjoyed within a reasonable timeframe after delivery. Packaging or product pages may include best-by guidance, and packaging should always be considered the most accurate source.

Yes, but please note that we are not responsible for melting or heat-related changes once packages leave our facility. Ordering during extreme temperatures is done at the customer’s discretion. Cold packs offered at checkout are optional but recommended.

Please contact us immediately if you notice an address error. Once an order has shipped, we may be unable to make changes, and additional costs may apply. Returned packages may require reshipping fees. Refunds are not guaranteed for address-related delivery issues.

If an item becomes unavailable, we may contact you with options such as a substitution, store credit, or refund for that item.

Substitutions are only made when necessary and are selected to be comparable in value and style. You will be notified if a substitution is required.

Some items are seasonal or limited and may not be restocked once sold out.

Certain promotions may exclude select items, bundles, or limited releases. Details are always provided in the promotion terms.

At Rustito’s Dulces, we work hard to pack and ship your treats as quickly and carefully as possible. Orders are typically processed within 1-2 business days, excluding weekends and holidays. Once your order ships, you’ll receive a confirmation email with tracking information so you can follow your package every step of the way.Shipping times are estimates provided by the carrier and are not guaranteed. Delays may occur due to weather, high order volume, carrier issues, or other circumstances beyond our control. Rustito’s Dulces is not responsible for shipping delays once a package has been handed off to the carrier.Please double-check your shipping address at checkout. We are not responsible for packages delayed, returned, or lost due to incorrect or incomplete addresses. If an order is returned to us for this reason, additional shipping fees may apply to resend the package.Once a package is marked as delivered by the carrier, it is considered fulfilled. If your tracking shows “delivered” but you cannot locate your package, we recommend checking with household members, neighbors, or your local carrier first. While we’re happy to assist where possible, Rustito’s Dulces is not responsible for lost or stolen packages after delivery.During warmer months, candy may be exposed to heat during transit. We are not responsible for melting or heat-related changes once an order ships. Ordering during extreme temperatures is done at the customer’s discretion.If you experience an issue with your delivery, please contact us at sweets@rustitosdulces.com with your order number so we can review and assist according to our policies.

Due to the nature of food products, all sales at Rustito’s Dulces are considered final. For health and safety reasons, we do not accept returns on edible items.If your order arrives damaged, incorrect, or incomplete, please contact us within 7 days after delivery. Include your order number and clear photos of the issue so our team can review and assist. If approved, we may offer a replacement, store credit, or refund at our discretion.Refunds are not guaranteed for issues caused by shipping carrier delays, incorrect addresses, or heat exposure during transit. Promotional, clearance, and limited-edition items may be non-refundable.By placing an order with Rustito’s Dulces, you agree to this Return & Refund Policy.