FAQ
We are here to help!
ACCOUNTS & PASSWORD TROUBLES
Why you should sign up for an account!Sign up HERE to receive email updates about our seasonal specialties and family promotions!
Do I have to create a Golden Bonbon account to shop?
An account is required to shop from our site as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!
Resetting Your Password
Forgot your password, reset it HERE. Please click on "Forgot your password?" once you are redirected to the login page and be sure to enter the email address you used to set up your account.
I used to have an account with Golden Bonbon, why do I need to reset my password?
Our website was updated in Oct 2021 to provide our customers with more user-friendly services.
However, since your passwords are encrypted, we cannot see or transfer your password to our new system. We kindly ask you to reset your password HERE. Please click on "Forgot your password?" once you are redirected to the login page.
Returning Customers
Please login HERE.
SHIPPING & TRACKING NUMBERS
How are shipping rates calculated?
Canada:
| Merchandise total | Standard shipping | Approximate delivery time |
| 0 - $98.99 | $17 | 5-10 days |
| $99 and over | FREE | 5-10 days |
US:
| Merchandise total | Standard shipping | Approximate delivery time |
| 0 - $98.99 | $22 | 8-12 days |
| $99 and over | FREE | 8-12 days |
Note: Approximate Delivery Times do not include any unforeseen delays with courier or Customs.
International:
International orders are shipped by air. Please contact us at shop@goldenbonbon.com for all international rates. Shipping rates vary by destination.
When will my order ship?
Our products usually ship within 2-5 BUSINESS days (business days do not include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process. Once your order has shipped, you will receive a shipping confirmation via email with a tracking number. The standard shipping to a North American address usually takes 4 to 10 days. Cities like Hawaii or Alaska will take a little bit longer. If you need your products urgently, please email shop@goldenbonbon.com and we can offer a special quote via DHL.
How do I track the delivery of my order?
Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.
If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.
Can I have my order delivered to a PO Box address?
Yes, we accept orders to P.O. Box. Orders shipped to a P.O. Box are shipped via Canada Post.
Can my parcel be redirected to a different address?
Once your order ships, we are unable to make any changes to the shipping address. If your package returns to us due to an incorrect address, it will be cancelled and refunded. However, please understand that any shipping or handling charges that have already occurred are not refundable. We will notify you if this happens!
What should I do if my order hasn’t been delivered?
If your order has exceeded typical shipping times, please email us at shop@goldenbonbon.com, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further.
RETURNS, REFUNDS & EXCHANGES
Return Policy
We want our customers to be completely satisfied with our products. We are happy to refund or exchange any product that does not meet your satisfaction!
Simply return the merchandise to us for a prompt, courteous replacement, exchange or refund within 15 days of receipt. Your refund will be processed in the way you paid minus shipping charges which are non-refundable.
Send a copy of the packing slip, circle the item you are returning and indicate the reason for your return. If you are exchanging an item that is lower priced, we will refund any difference in the amount paid. If you are exchanging for a higher-priced item, please indicate the credit card you would like to be charged.
Please email us at shop@goldenbonbon.com for shipping instructions.
What happens if I missed my package and it’s been returned to the shipper?
We’re so sorry to hear that your goodies are coming back to us! We require a signature for orders of more than CAD$100. If you missed the delivery, couriers often try to deliver your package at a later time or deliver your packages to their nearest depot. They hold packages for a certain time for you to pick them up. Otherwise, they could dispense the parcel or return it to the shipper.
We will issue a refund once we physically receive your order back. If you would like to purchase the same items, you will need to place another order. Please understand shipping charges are not refundable. Any shipping charges that occurred for returning the parcel will be charged to your account directly. To prevent that from happening, we strongly recommend that you use your tracking number to estimate when your package will be arriving and pick up your package from the depot asap. We will do our best to make sure you have a pleasant shopping experience with us.
RISK OF LOSS
All items purchased from Goldenbonbon.com are made under a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. It is recommended to track your shipment once a tracking number is available and you can get an idea of when the parcel will be arriving. We require a signature for any order of more than CAD$100, however, for orders less than CAD$100, your package may be left at your place when no one is there to receive it.
NOUGAT INFORMATION
Why some Golden Bonbon nougat are crunchier than others?
We make two distinct types of traditional Italian nougat, a soft variety and a crunchy variety. To be sure, please refer to the individual packaging to determine if you are eating a soft piece of nougat or a crunchy piece of nougat.
Is your product gluten free?
All nougat made in our factory is gluten free.
Is your product dairy free?
Sea Salt Caramel and our Nougat d’Or (Chocolate Coated) is NOT dairy free. All other nougat are.
Note: All nougat is made in a facility where dairy products are held.
Is your product nut free?
Only our Jujube Nougat is nut free.
Note: This product is made in a facility that processes and contains nut products.
Is your product Halal certificated？
Yes, it is Halal-certificated.
How is Golden Bonbon nougat made?
Check the link below for a video showing how the nougat are made in our factory.
Golden Bonbon Almond Nougat - YouTube