Customer Service

Customer Service:
Business Hours: Monday - Friday, 9am - 5pm EST
Location: Satin Fine Foods 32 Leone Lane Chester, NY 10918


How do we ship your order?

We ship daily Monday through Friday with UPS. All orders will be shipped from our Chester, NY warehouse. All orders will be processed within 2-3 business days once the order has been placed. There is no shipping on weekends. If the order is received on a Friday or over the weekend, it will be processed on the next following business day (see chart below). Please make sure that you provide us with your physical address and not a PO Box address, as we do not ship to PO Box for domestic addresses.  

Order shipped/Latest shipping date

Monday - Wednesday
Tuesday - Thursday
Wednesday - Friday
Thursday - Monday
Friday - Tuesday
Saturday & Sunday - Tuesday

*Processing time may be extended due to high volume of orders during the holiday season. Please allow up to 7-10 business days period to receive your order. 

Where do we ship?

Please note that at this time we are only able to ship to the contiguous 48 states. We cannot offer shipping to Alaska, Hawaii, U.S. territories, APO/FPO/PO boxes or international locations, including Canada.



Fondant & Gum Paste are not returnable but maybe replaced if defective or damaged. All returned merchandise is subject to a 10% restocking fee. To complete your return, we require a return merchandise authorization (RMA). Please email or call us (845-469-1034) to get your RMA/Credit Order#. 
Once your product return has been approved, you should mail your product to: Satin Fine Foods 32 Leone Lane, Chester NY 10918 with your RMA# clearly marked on the exterior of the package. You will be responsible for creating a return label and paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Satin Fine Foods is not responsible for any missing items in transit, or damaged shipments. We suggest to safely pack your items in a sturdy box and bring it to either your nearest USPS, UPS, or FedEx retailer.

Damaged/Wrong Items

If you've received a damaged package/broken items, please contact us immediately within 5 business days after delivery. Upon acceptance of the package, please inspect the content immediately. If you find the content unacceptable, contact us with a picture of your package. If the package was dropped off at your front door while you were away, and it arrives in damaged/tampered condition, please contact our courier immediately. For UPS: 1-800-PICK-UPS  If you received a wrong item, please email or call us within 3 business days of receiving the package. We’ll process a new shipment for you immediately.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days

Incorrect Shipping Information

Pay extra attention to detail when filling out your shipping/billing address information. If you notice any incorrect info, please email or call us (845-469-1034)  immediately. Once your order has been shipped, we can request a package interception there is a $14.00 re-routing fee, issued by the shipping carrier. This fee is non-refundable. If any order is returned to us due to an incorrect shipping address provided by the customer, we will reship the order at the customer’s shipping expense. If the customer does not wish to have the order reshipped, there will be a 10% restocking fee plus the original shipping charges. Orders that are shipped to a customer & refused will be charged shipping costs and a 10% restocking fee.