Frequently Asked Questions
Why did my candy arrive melted or stuck together?
Gummies are sensitive to heat, and during warmer months or long transit times, they can soften in the mailbox or on a delivery truck. Luckily, you can send us a message wand we'd be glad to send you a fresh bag. Check out our refund policy!
How long does shipping take?
Most orders ship out quickly and arrive within a few days domestically. Delivery time can vary based on your location and the shipping carrier, especially during high-volume periods.
What if my order arrives damaged, wrong, or missing items?
Reach out to us directly through the platform you ordered from (TikTok Shop or our site) with your order number and a photo if possible. We want to make it right — the fastest way to get a resolution is contacting us directly rather than just leaving a review, since we can't always respond to reviews individually.
How sour are your sour mixes?
Our sour mixes are mildly sour! If you're looking for that "super sour" punch, you can keep your eye out for our Super Sour Mix or our Sour Powder which are coming soon in 2027!
Is your candy fresh, or does it sit in a warehouse?
We keep inventory moving and package mixes to order rather than letting bags sit for months. Freshness and soft texture are something we hear about constantly in reviews — if a bag ever feels off, that's not what we're striving and we want you to tell us!
Do all the mixes taste different?
Each mix is built to its own flavor identity — we don't just reshuffle the same candy into different bags. Every mix has it's own unique set of gummies that are tied to that mix.
This way you can get a wide range of different gummies simply by choosing a different mix.
What are the allergens?
Since this is a mix, some gummies contain gluten while others don't. Unless stated otherwise, every mix contains gluten and gelatin. This does not mean that every gummy contains it — as we grow we'll provide more vegan options for everyone.
Can I request a specific mix or flavor combo?
While our core mixes are fixed to keep quality and flavor balance consistent, we do listen to what people ask for. If you loved a specific item in a mix, let us know — a lot of our current combos and seasonal drops came directly from customer feedback and requests.
Shipping Policy
Processing Time
We strive to have your order handed off to the mail carrier within 1-2 business days of receiving it.
Delivery Time
Most orders arrive 3-7 business days after placing your order — View my account to check your order status.
Shipping Rates
Shipping costs are calculated at checkout based on your order size and delivery address. Keep an eye out for promotions that include free shipping over a certain order amount.
Weather & Handling
Gummies are sensitive to heat, and during warmer months or long transit times, they can soften in the mailbox or on a delivery truck. This doesn't mean the candy is bad — popping the bag in the fridge for 20–30 minutes usually brings it right back to its normal chewy texture.
Where We Ship
We ship to all 50 states!
Refund Policy
You're for sure gonna be happy — we do freshness guaranteed. Here's how refunds and replacements work.
Our Freshness Guarantee
Every mix is packaged to order, not left sitting in a warehouse. If a bag ever arrives melted, damaged, or with open packaging, let us know and we'll make it right.
Eligible Refund Conditions
To request a refund or replacement, email us at Returns@bitscandy.shop with your order number and a photo showing the melted, damaged, or opened packaging. There's no need to return the bag — we'll review the photo and follow up with a replacement or refund. Requests made after the 14-day window may not be eligible.
Wrong or Missing Items
If your order arrives with the wrong item or something missing, reach out to us on Instagram , Email or TikTok with your order number plus a photo and we'll send what's missing or correct it as quickly as we can.
Refund Processing
Once a refund is approved, it's issued back to your original payment method. Depending on your bank or card issuer, it can take several business days to appear on your statement.
Subscription Refunds
You can view, manage or change your subscription via View my account.
Cancellation Policy
One-Time Orders
Orders start processing quickly after checkout, so the window to cancel is short. If you need to cancel a one-time order, email us as soon as possible — if it hasn't shipped yet, we'll cancel and refund it in full.
Subscribe & Save Cancellations
You can pause, skip, or cancel your Subscribe & Save order any time before your next billing date. Once an order has processed for shipping, it can no longer be cancelled — it'll follow our standard Refund Policy instead.
How to Cancel
Email us at Returns@bitscandy.shop with your name and order or subscription number. We process cancellation requests the same or next business day and will confirm once it's done.
Privacy Policy
The Gummy Pack respects your privacy and is committed to protecting the personal information you share with us when you shop our mixes, subscribe to a bundle, or sign up for restock alerts. This policy explains what we collect, how we use it, and the choices and rights available to you — including rights granted under California, Virginia, Colorado, Connecticut, Utah, Texas, and other state privacy laws.
Information We Collect
When you place an order, create an account, or subscribe to our newsletter, we collect information such as your name, shipping address, email address, phone number, and payment details (processed securely by our payment provider — we never store your full card number). We also collect basic browsing data — like pages viewed, items added to cart, and approximate location from your IP address or shipping address — through cookies and similar tracking technologies, to keep your experience running smoothly and to measure how our ads and emails perform.
How We Use Your Information
We use your information to process orders, manage subscriptions, provide customer support, send shipping updates, and share promotions you've opted into (like restock alerts and first dibs on new mixes). We may also use aggregated or de-identified data to understand how customers shop and to improve our site and product lineup.
Cookies & Advertising
We use cookies and similar technologies — including advertising pixels from platforms like TikTok and Meta — to remember your cart, understand site traffic, and show you relevant ads on other platforms. Under some state privacy laws, this kind of ad targeting is treated as "sharing" personal information even though we never sell it for money. You can opt out at any time — see "Your Privacy Choices" below.
Sharing Your Information
We do not sell your personal information for money. We share information only with the vendors that help us run our store — payment processors, shipping carriers, email/SMS platforms, analytics providers, and advertising partners — and only to the extent needed to fulfill your order, deliver a service you've requested, or (where you haven't opted out) show you relevant ads. We may also disclose information if required by law, to protect our rights, or in connection with a business transfer such as a merger or acquisition.
Your Privacy Rights
If you're a resident of California, Colorado, Connecticut, Virginia, Utah, Texas, Oregon, Montana, Delaware, Iowa, Nebraska, New Hampshire, New Jersey, Minnesota, Maryland, Rhode Island, Indiana, Kentucky, Tennessee, or another state with a comprehensive privacy law, you generally have the right to:
- Know / Access — request what personal information we've collected about you and how we use and share it.
- Delete — request that we delete personal information we've collected from you, subject to certain exceptions (like completing an order or complying with the law).
- Correct — request that we fix inaccurate personal information we hold about you.
- Opt Out — opt out of the "sale" or "sharing" of your personal information, including for targeted/cross-context advertising, and opt out of certain profiling.
- Limit Sensitive Data Use — where applicable, limit our use of sensitive personal information to what's necessary to provide the products and services you've requested.
- Non-Discrimination — we won't deny goods or services, charge different prices, or provide a different level of quality just because you exercised a privacy right.
- Appeal — if we deny your request, you can ask us to reconsider by contacting us using the information below.
To exercise any of these rights, email us at Returns@bitscandy.shop with your request and the state you live in. We'll verify your request and respond within the time required by your state's law (typically 45 days, extendable once as permitted). You can also submit a request through an authorized agent. We honor recognized opt-out signals, such as the Global Privacy Control, where required.
Children's Privacy
Our site is not directed to children, and we do not knowingly collect personal information from anyone under 13 (or under 16 for the sale/sharing of personal information, where required by state law) without the consent required by the Children's Online Privacy Protection Act (COPPA) and applicable state law. If you believe a child has given us personal information, contact us and we'll delete it.
Email & SMS Communications
If you sign up for restock alerts, marketing emails, or text messages, we'll only send you what you opted into. Every marketing email includes an unsubscribe link, and every text program supports reply "STOP" to opt out — we process opt-outs promptly and in line with the CAN-SPAM Act and applicable telemarketing laws. Message and data rates may apply to SMS; consent to marketing texts is never a condition of purchase.
Data Retention & Security
We keep personal information for as long as needed to fulfill the purposes described in this policy, maintain our business records, and comply with legal obligations (like tax and accounting rules), then delete or de-identify it. We use reasonable administrative, technical, and physical safeguards to protect your information, but no method of transmission or storage is 100% secure.
Your Choices
You can update your account details, unsubscribe from marketing emails, opt out of ad targeting, or request a copy or deletion of your data at any time by reaching out through our Contact Information page.
Changes to This Policy
We may update this Privacy Policy from time to time as our business and the law evolve. We'll update the "Last updated" date above when we do, and material changes will be reflected here before they take effect.
Contact Us
Questions about this policy or want to exercise a privacy right? Email us at Returns@bitscandy.shop and we'll get back to you as soon as we can.
Terms of Service
These Terms of Service ("Terms") govern your use of the Gummy Pack website and TikTok Shop storefront (together, the "Site") and any order you place with us. By browsing our Site, creating an account, or placing an order, you agree to these Terms. If you don't agree, please don't use the Site.
Eligibility
You must be at least 18 years old, or the age of majority in your state, and able to form a binding contract to make a purchase. If you're using the Site on behalf of a minor, you're confirming you have the authority to do so.
Acceptance of Terms
By accessing our Site, creating an account, or placing an order — whether through our website or our TikTok Shop — you're agreeing to follow these Terms and any policies referenced here, including our Privacy Policy, Refund Policy, and Shipping Policy.
Products, Pricing & Availability
We do our best to keep our mixes, bundles, and sizes in stock and accurately described, but availability, pricing, and promotions can change without notice — especially around restocks, seasonal mixes, and limited drops. If something in your order is unavailable or mispriced after purchase, we'll contact you before shipping to make it right, which may include a refund for the affected item.
Orders & Payment
Payment is due in full at the time you place your order, using the payment method you provide. We reserve the right to refuse, limit, or cancel any order — for example, in cases of suspected fraud, a pricing or listing error, or unusually large quantity purchases — and we'll let you know if we do.
Subscriptions & Auto-Renewal
If you choose Subscribe & Save at checkout, you're authorizing us to automatically charge your payment method and ship a new order on the recurring schedule you select, until you cancel. We'll clearly disclose the frequency and price at signup. You can pause, skip, or cancel an upcoming subscription order any time before it ships — see our Cancellation Policy for how, including how to cancel without needing to contact customer service where required by state auto-renewal law.
Shipping & Returns
Shipping timelines and costs are described in our Shipping Policy. Refunds, replacements, and eligible return conditions are described in our Refund Policy.
Accounts & Acceptable Use
If you create an account, you're responsible for keeping your login information confidential and for all activity under your account. You agree not to misuse the Site — including attempting to access it in unauthorized ways, interfering with its normal operation, or using it for any unlawful purpose.
Intellectual Property
The Gummy Pack name, logo, and all Site content — photos, copy, and graphics — belong to us or our licensors and are protected by intellectual property law. You may not reproduce, distribute, or create derivative works from our content without our written permission.
Third-Party Platforms
If you purchase through TikTok Shop or another third-party marketplace, that platform's own terms and privacy policy also apply to your purchase, in addition to these Terms.
Disclaimer of Warranties
Our products are candy, intended for normal consumption — please review ingredient and allergen information before eating anything you're unsure about. The Site and our products are provided "as is" and "as available," without warranties of any kind, express or implied, to the fullest extent permitted by law.
Limitation of Liability
To the fullest extent permitted by law, The Gummy Pack will not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Site or our products. Our total liability for any claim relating to an order is limited to the amount you paid for that order.
Indemnification
You agree to indemnify and hold The Gummy Pack harmless from any claims, losses, or expenses (including reasonable attorneys' fees) arising from your violation of these Terms or misuse of the Site.
Dispute Resolution & Arbitration
We'd rather resolve any issue directly — please contact us first at Returns@bitscandy.shop so we can try to make it right. If a dispute can't be resolved informally, you and The Gummy Pack agree to resolve it through binding, individual arbitration rather than in court, except that either party may bring an individual claim in small claims court. This means you and The Gummy Pack each waive the right to a jury trial and to participate in a class action or class-wide arbitration. You may opt out of this arbitration agreement by emailing us within 30 days of your first order, as permitted by law in your state.
Governing Law
These Terms are governed by the laws of the state in which The Gummy Pack operates, without regard to conflict-of-law principles, except where your state's consumer protection laws provide otherwise and cannot be waived.
Severability & Changes to These Terms
If any part of these Terms is found unenforceable, the rest will remain in full effect. We may update these Terms from time to time as our business grows; continuing to shop with us after changes are posted means you accept the updated Terms.
Contact Information
For order questions, returns, or general support, reach us at Returns@bitscandy.shop.
Shop With Us
You can find The Gummy Pack on Instagram,TikTok, Facebook — with Amazon coming soon.
Response Time
We typically respond within 1–2 business days. For the fastest resolution on a damaged, wrong, or missing order, include your order number and a photo if you have one.