Shipping & Returns

All orders are shipped via UPS ground unless otherwise requested by the shipper (i.e. you paid for 2 day air). All PO box address are shipped via USPS Priority Mail.

Our goal is always to get your orders to you as quickly, and as safely as possible.

Yes! We ship to the USA, Canada, Australia and to the UK. We are hoping to expand to more countries soon.

Since our delicious marshmallows are handmade with love, please allow us 3-4 business days to process your order. Shipping then takes 2-3 business days after that.

While we do offer overnight or express shipping -- that does not take into account processing times.

We do try to get orders out ASAP, but around holidays and busy times please allow us up to 7-10 business days to create your items. Marshmallow making is a multi-day process, so we want to make sure we get you the BEST MARSHMALLOWS EVER!

If you need your marshmallows ASAP or by a specific date -- please give us a shout at help@xomarshmallow.com and we will see what we can do get them to you sooner.

Don't worry, that's totally normal. Our marshmallows are coated in a combo of powdered sugar and cornstarch to keep them dry and not sticky. However, when shipping in hot summer months sometimes the sugar melts a little bit and it makes the mallows sticky again. They are still totally delicious and perfectly edible. If you want them to be dry again, you can just add a little more powdered sugar.

We ship with ice packs & insulated bubble wrap in the summer/warmer months, so rest assured that your mallows will arrive 100% delicious and fresh!

Due to the fact that all of our items are edible and perishable -- for food safety reasons no refunds or exchanges will be given.

If your order for some reason arrives damaged then please reach out to help@xomarshmallow.com and we absolutely work to get any problem you have resolved.

If you purchased Route Protection with your order -- the means your order has extra protection through Route. We are more than happy to refund your order or send you a replacement order (whichever you prefer) --- all you need to do is file a claim through Route. You will be able to choose if you want a refund or replacement, and Route will coordinate with us to make sure whichever you choose is handled ASAP.

Here's how to file a claim via Route:

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type.

4. When selecting “report an issue” you are given four options:LostStolenDamaged (melted, dented ect.)Issue unrelated to lost, stolen, or damaged

5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. You will be asked for your resolution preference (refund or replacement)

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into the Route page at any time and check for more updates!

While XO Marshmallow is not responsible for any lost or damaged packages during shipping --Please contact us at help@xomarshmallow.com and we can work with you to get this issue resolved!

If your order is returned to us due to an incorrect address or customer shipping issue, you may pay shipping costs to have us resend it to you. Or we can refund your order minus a 20% restocking fee.

If you purchased Route Protection with your order -- the means your order has extra protection through Route. We are more than happy to refund your order or send you a replacement order (whichever you prefer) --- all you need to do is file a claim through Route. You will be able to choose if you want a refund or replacement, and Route will coordinate with us to make sure whichever you choose is handled ASAP.

Here's how to file a claim via Route:

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type.

4. When selecting “report an issue” you are given four options:LostStolenDamaged (melted, dented ect.)Issue unrelated to lost, stolen, or damaged

5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. You will be asked for your resolution preference (refund or replacement)

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into the Route page at any time and check for more updates!

As a small business, we are wearing many hats throughout the day; from shipping your order to making your order to answering emails and running social media. We ask that you please give us 24 business hours to respond to your email. Emails are answered Monday-Friday from 9am to 5pm CST.