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FAQs Account

Frequently Asked Questions

At the moment NSW is in a very restrictive COVID lockdown. This is affecting international and domestic freight times. Deliveries are still moving but there are some delays. We ask for your patience at this time. If you have a particular concern please send us an email to [email protected].au

FAQs

Live Candy Making Shows: Where and when?

We make candy live in our store in The Rocks 7 days a week. Anyone is welcome to drop in and watch. We would love to see you there.

For those who cannot make it into the store we live stream our candy making. Below are the times that we aim for. Please be aware that as this is a live show the times may vary slightly as we wait for our sugar to boil. Any major delays or cancellations will be notify through our facebook page @stickylollies

Addresses for our Social Media Platforms are

Facebook:     @stickylollies

Instagram:     @stickylollies

Youtube:        @stickysydney

TikTok:           @stickyaustralia


Live Stream Time
All times in Australian Eastern Standard Time
Live Stream Platform
10.30am FridayFacebook
12pm FridayYou Tube
2pm FridayTikTok


10.30am SaturdayFacebook 
12pm SaturdayTikTok
2pm SaturdayYou Tube


10.30am SundayInstagram 
12pm SundayInstagram

Online Shop: Restock Dates and Times

We restock our online store every week at www.sticky.com.au at the following times. 

10am Friday Sydney Australian Eastern Standard Time

10am Saturday Sydney AEST Australian Eastern Standard Time

We sell out very quickly so please be on the site at these times and dates

I'm not in Australia. What time is that for me?

There are a lot of website where you can check what time that is for you and below are some options.

USA Restock Times
EasternCentralMountainPacific
Thursday 8pmThursday 7pmThursday 6pmThursday 5pm
Friday 8pmFriday 7pmFriday 6pmFriday 5pm


Canada Restock Times
Newfoundland
(NST)
AtlanticEasternCentralMountainPacific
Thursday 9.30pmThursday 9pmThursday 8pmThursday 7pmThursday 6pmThursday 5pm
Friday 9.30pmFriday 9pmFriday 8pmFriday 7pmFriday 6pmFriday 5pm


UK Restock Times
Friday 1am
Saturday 1am


New Zealand Restock Times
NZSTCHAST
Friday 12pmFriday 12.45pm
Saturday 12pmSaturday 12.45pm

Online Store: What will be available in next restock?

Last Updated 27th September (10:30am) - check back after 5:30pm 30th September (Sydney AEST) for final stock update for the week.
OUR NEXT RESTOCK WILL BE 1st OCTOBER & 2nd OCTOBER.

Below is a list of what we are hoping will be available in our next restock (10am Friday and 10am Saturday AEST)

This is just what we are aiming for this week. It is a guide.  There are no guarantees that the products listed below will available and there is also a good chance that we will have other lollies that are not listed here.

Mixes and Special Edition Candy
Animal Mix
Berry Mix *NEW*
Christmas Mix (INTERNATIONAL ONLY)
Citrus Mix
Fruit Mix
Happy Halloween Mix (AUSTRALIA ONLY)
Monster Mix *NEW*
Mystery Mix
Super Cooper's Soda Mix
Super Hero's Mix

Stay Tuned....More Coming Soon!
Fruits
Kiwifruit
Lemon

Stay Tuned....More Coming Soon!
Pillows
Blue Tongue Cough Drops
Sour Acid Drops

Stay Tuned....More Coming Soon!
Merchandise & Other 
Sticky Gift Box Packs *NEW PRODUCT ALERT!*
Off Cut Lucky Dip *NEW* (Australia Only)
Sticky Collectors Pin *NEW*
And loads more! Check out our Merch Page!

Online Shop: Order Tips and Tricks

Ordering can be a little tricky so here are a few tips and tricks.

Here are a few shopping tips to make like a bit easier

  • Create an account
  • Sign in with your account about 10 minutes before the restock time
  • Select the “In Stock” filter
  • Products are added on by one. KEEP REFRESHING THE SCREEN and you will see the products become available one by one and you can add to your cart.
  • Your cart will hold your order for 10 Minutes from the last time you update your cart. Make sure you check out within this time frame otherwise your order will be released back to the online store.

We do get a lot of traffic to our site and it can get overloaded. We appreciate your patience.

Online Shop: Can we combine orders from online sales?

Unfortunately it is not possible to combine orders from an online sale. When you are ordering online please ensure that you have everything that you want in the same shopping cart. If you split your order you will be charged twice for shipping.


Online Store: Can I preorder?

At the moment we cannot take preorders for candy. We simply do not have enough stock to be able to do this. You need to order when we restock our website. See the FAQ above for more information.

Ingredients

Ingredients

Most of our candy contains the following ingredients. 

However there are exceptions below for Choc Filled Candy, Choc Filled Butterscotch and Butterscotch. For these ingredients please see the table below

Delivery Information: Delivery Costs

For our online store delivery costs are below.

Australia

Delivery within Australia is AUD$10.00 flat rate

International

International freight costs are based on weight. When you have items in your cart delivery costs will displayed before your decide to purchase.

International delivery starts from..
AUD$21.00 for the USA

AUD$25.00 for the UK/Europe

AUD$21.00 for Canada

AUD$15.00 for NZ

Delivery Information: International Delivery Times and Freight Information

Freight is despatched using Australia Post Standard Service.

Once we receive your order we try to despatch Australian orders within 2 business days and international orders within 4 business days.

Delivery time frame estimates with Australia Post Standard Service are below.

Please know that these are estimates only. COVID has seriously impacted freight times around the globe.

Freight Time Estimates
Australia2-10 business days
Canada10 - 20 business days
Europe10 - 20 business days
New Zealand6 -12 business days
United Kingdom10 - 20 business days
United States10 - 20 busines days




Delivery Information: COVID delays (August 2021)

At the moment NSW is in a very restrictive COVID lockdown. This is affecting international freight flights domestic routes. Deliveries are still moving but there are some delays. We ask for your patience at this time. If you have a particular concern please send us an email to [email protected].au

Delivery Information: Where can we deliver to?

Custom Made Candy

For Custom made candy, we can delivery all over the world. The cost of the candy is the same, but delivery charges will change. 

Online Store

Our online shipping cart will currently accept orders from the  countries below



Sticky also has stores now in Australia, USA, Mexico, Singapore, Malaysia, Hong Kong and Cambodia. 



Delivery Information: International Duties and Taxes

DUTIES AND TAXES

When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination.
Such charges are not included in the product price or shipping and handling cost. These charges are the buyer’s responsibility as we are only charging the transportation fee for your order.


Sticky does not have any responsibility on these additional charges that may apply.
The buyer is responsible for obtaining information regarding their country’s laws, regulations, and restrictions that may apply when purchasing our products. By placing an international order (shipping outside of Australia), the buyer is responsible for abiding by their country’s laws, regulations, and restrictions.


If a product is seized and destroyed by the customs, or returned to Australia, we will NOT be responsible for the losses, product, or shipping refunds. It is the buyer's responsibility to cover the shipping costs when the buyer wishes to have a second delivery attempt after the product is returned to Sticky

How is Sticky ensuring food safety during the novel coronavirus crisis?

Sticky is committed to world's best practise in the safe, hygienic preparation of food, particularly in this current climate. We welcome your questions or feedback at any time. Below is a list of just some of the ways we are working to make sure what we do is safe at all times.

We are guided in the current climate by the following important NSW and Australian Government resources on Food Safety and Health.

https://www.health.nsw.gov.au/Infectious/alerts/Pages/coronavirus-faqs.aspx#2-3

https://www.foodstandards.gov.au/consumer/safety/Pages/NOVEL-CORONAVIRUS-AND-FOOD-SAFETY.aspx

Equipment is cleaned and sterilised at the beginning of each day, between production runs, and at the end of day.

Staff wear personal protective equipment at all times during production, including two (2) layers of gloves, to ensure that the candy is never touched by human hand.

Staff with hair of any length must wear protective headgear or have hair tightly bound.

In regular operation, our work, although visible to the public, is carried out behind 1.5m sneeze glass and customers are never within 1.5m of our production process.

For the duration of the current restrictions, our 60sqm premises is limited to no more than 6 people, including staff. We are urging people not to visit our premises during this period except for collections, and to phone ahead when they do. We  have markings on the floor indicating safe distances for visitors in compliance with the current advice.

We do not currently accept cash transactions of any kind. All payments must be made by card or Direct Transfer.

We maintain a rigorous protocol of hand washing, on any entrance to our premises, and a minimum of 6 thorough washings per day throughout the day, monitored through a written compliance form.

Staff who exhibit symptoms of discomfort or illness at any time are to be immediately placed on  sick leave and removed from the premises.

Our product is stored in individual, heat-sealed bags to ensure zero risk of contamination.

Our product is cooked to over 150 degrees celsius, and is of extraordinarily low risk of any form of microbiological contamination.

Our packaging process is designed to ensure that the risk of contact between human skin and the finished product is minimised.

Policies, practises and training are reviewed regularly to ensure staff compliance and the maintenance of standards.

As part of the conditions of their employment, all our staff are expected to maintain rigorous social distancing in compliance with the instructions of the authorities outside of the workplace, and encouraged strongly to isolate themselves completely wherever possible.

The European Food Safety Authority (EFSA) has released a statement saying that food is not a likely source or route of transmission of the virus.

We do not currently wear face masks during production. According to NSW Health and the Clinical Health Commission, "face asks are not recommended for the general population. People who have symptoms and might be infected with COVID-19 are required to stay in isolation at home and should wear a surgical face mask when in the same room as another person and when seeking medical advice to reduce the risk of transmitting COVID-19 to anyone else. Health care workers who are caring for patients with suspected COVID-19 should use appropriate personal protective equipment to protect themselves against COVID-19".

We are reviewing Best Practice Guidelines and the instructions of Authorities daily to ensure that we are up to date with the latest advice in a fast changing environment. Should any of the guidelines change, so will our practises.

Is there an expiry date on the Candy?

Yes. Although it is a wonderful preservative, the nature of sugar is that it wants to be a crystal. After about 6 months from the date you receive the candy, the candy will begin to crystallise, the colours will start to fade, and the texture will change. You can still eat it, but it won’t remain quite as beautiful.

Custom Candy Lead Time and Blockout dates

We are currently booked out for custom made candy until January 2022.


Custom Made Candy: What is the minimum quantity of candy if I want it customised?

The minimum batch size when provided in bulk kg bags is 8kg. 8kg is generally enough for most events. Just get in touch and we can help you with quantities. If you need a small amount of candy all of our Retail and Special Occasion candy can be purchased by the kg through our online candy shop. 

Custom Candy: Can I package it myself?

We love it when you package it yourself. Please remember that there are no preservatives in what we do and that the lollies do need to be packed into something airtight. There are some beautiful packaging options out there, but if they aren’t completely airtight, make sure the lollies go into a small bag or similar airtight container first.

Custom Made Candy: Are the packaging options on the Pricing and Packaging page my only choices?

No. We are just about infinitely flexible. Some jars, some bags, half this, half that. Whatever you think you might need, just get in contact and we’ll make it happen. If you don’t need it all packaged, we’ll provide the remainder to you in 1kg bags at no cost.

Custom Made Candy: What happens when I submit an online inquiry for custom made lollies?

Once you submit your inquiry we will contact you to discuss what you need. Nothing is confirmed, and you are not required to pay for anything when your inquiry is submitted. We believe that speaking with you in person the only way to make sure we know exactly what you want. Even if you have no idea what you want, send us your contact details and one of our team will contact you shortly to discuss how best to make you a little sticky.

Delivery Issues (Lead times and Damage)

Deliveries worldwide are currently experiencing delays.. We will do our best to resolve all issues with our freight partners. However please be aware that lead times are extended at the moment.

Damage During Transit

We take the upmost care to ensure that your candy leaves our hands packed to endure normal transit. Your order will always leave us in pristine condition. However delivery is beyond our control and we are not responsible for damage caused in transit.