FAQ

Shipping costs are based on a variety of factors including product weight and the location to which these products will be shipped. Through our partnership with UPS, we have negotiated competitive rates and we pass our savings to you, our customers. To better serve our customers, we have two distribution centers (on the east coast and west coast). The warehouse closest to you will be selected and in the event that some items are not available from the closest warehouse, your order may be shipped from the other warehouse.

Why does the shipped package weigh more than the item I purchased?

The reason your package weighs more in terms of shipping (for example: if you purchase 5LBs worth of candy, you the package shipped may show 6LBs weight) is due to the materials needed to properly ship your package. The weight of the box, the packaging material and any additional inserts make the shipment weight heavier - we take proper care in packing and shipping your orders so that they do not arrive damaged.

Special Note for Gift Baskets and Candy Bouquets: Regardless of weight, all gift baskets, candy bouquets or arrangements are shipped as a 8-9LB package. This is due to the additional packaging that is required within the box to make sure the arrangement is not damaged during the shipment - all bouquets and baskets are ready to display straight from the box! Additional packaging may include styrophone boxes, packing peanuts, ice packs, thermal bags, and bouquet-supports to keep all the candies intact. Most bouquets weight approximately 3-5LBS.

All of our products are strictly monitored to ensure freshness and quality. Each product is hand packed by specialists at our warehouse. We take the utmost care in handling all shipments and work hard to ensure that products arrive in the same high quality as they were packed. If your order does not arrive in satisfactory condition, please contact us immediately and we will work to resolve the problem.

All of the unwrapped bulk candy products are shipped in certified food grade safe box or bags. Please note: Jelly Belly and other jelly bean companies typically pack their jelly beans directly into a food grade safe cardboard box with no other additional packaging – this reduces the possible aesthetic damage that may arise due to natural moisture in the air.

Candy by nature is a heavy product. The size of the package depends on the product itself as items can vary in size. For visual purposes, a 10# bag of gummi bears fits inside a basketball.

We would recommend that at a minimum you place an order with our company at least 3-4 weeks in advance of a special occasion to ensure:

Most of our candy products do have a shelf-life of 6-12 months, so ordering and receiving your candy one month in advance will still ensure tasty edible candy!

Is the private information I provide Candy.com secure? Do you sell my information to anyone?

We want loyal customers such as yourself and thus we would never sell your information nor would we ever consider giving away your information. Please read our Privacy Policy for more information.

Customer satisfaction is extremely important to us. The product that is shipped to you, is the exact same product manufactured by the candy companies – there should be no difference in taste, size, shape or color. Unfortunately, we cannot be responsible for chocolate that melts during shipping if you choose not to buy an purchase an ice pack AND choose expedited shipping options. To avoid this we recommend you review our 1-2-3 policy to avoid melted chocolate and see our RETURNS section.

There are a few exceptions to this policy. Candy.com does not guarantee the safe arrival of candy sticks, candy canes, or other fragile sugar stick candies. Candy.com does not ship out broken or damaged products, and packs each box securely so that they should not be damaged during transit, but due to the fragile nature of these products, they may be damaged during the shipment process.

Lets face it: no one likes melted chocolate (unless you are doing a chocolate fondue). We recommend storing all chocolate products in a cool ventilated area. Temperatures above 75 degrees and sunny areas typically will melt chocolate. During warmer weather months, we urge you to be careful when ordering chocolate items, please read our 1-2-3 policy for easy summer shipping. We do offer ice packs, but if no one is there to receive your package on the scheduled delivery date, on warm sunny days, the chocolate is likely to melt. You can leave your chocolate at room temperature to become hard again.

Candy.com does offer a Chocolate Shipping Guarantee; please see the RETURNS section for more information.

On the other hand, we do not recommend that you store your chocolate in the freezer – doing so may cause chocolates to develop a thin white film on the outside. During the defrosting process, chocolate will begin to sweat and will affect aesthetic appearance of fine chocolates--the candy is still edible just does not look so appealing.

When can I expect to receive my order after completing a purchase from your site?

Most orders are processed and shipped from our warehouse within 24-48 hours of placing the order during the business week. Orders placed during the weekends (Friday, Saturday, & Sunday) will be processed on the following Monday. Shipping transit time with UPS Flat Rate & UPS Ground is between 2-6 business days, depending on where the item will be shipped. But don't worry, on average, most orders are completed within 3-6 business days from purchase to when it arrives at your door, barring any unforeseen UPS transit exceptions. If you need the order by a certain date, it is important that you please contact our customer service center at toll free at 1-888-422-6393 before placing your order.

Although we cannot guarantee it due to processing and transit times, the earlier in the week you place an order, the sooner you will receive it. Also, you can upgrade your shipping to expedited services from UPS. You may also call us and we will do our best to help satisfy your sweet tooth!

Before you panic, make sure you have checked the invoice that came with your order. Some items ship from two different warehouse locations. You should double check the email account you used to place the order for the tracking numbers. Also if your packing slip does not include the missing item then chances are it is still on its way. If it has been found that you received the wrong candy then please contact us immediately and we will expedite the correct candy to you. Customer Satisfaction is our Number 1 Priority!

Please note: If you receive the incorrect item, you must notify Candy.com within 48 hours of receiving the package. As candy is a perishable item, please do not open the packaging of the incorrect item as we cannot process a return/exchange for opened items. Any claims after the 48 hour time-frame shall be void.

For more information, please see the RETURNS & CANCELLATION section of our website. All returns and exchanges may be subjected to fees.

Shop around our website as we do offer some of our candy in different pack sizes. If you see an item in only one size, we can only ship that way - it is one way we keep our prices low. Worst case scenario, you could find a friend or two to help you eat some good sweets!

Unfortunately, we currently do not have samples of our candy products! But be sure to sign up for our newsletter, occasionally our candy manufacturers ship us samples and as a valued newsletter member, we may forward samples of new and innovative candy products to you! Newletter sign up can be found here.

Do you have a store front that we can visit/browse or can I pick up an order from you to save on shipping?

Unfortunately at this time we do not have a physical location where customers can come to view or pick up products. All of our products are easily located on the Candy.com website [http:www.Candy.com] Our website does offer more than 6,000 products with high quality pictures, sizes, prices and weights. Also, please try our shipping process through our website - we have very low cost, effective, and competitive shipping costs for our consumers.

There is no minimum order that you need to place – this gives you the freedom to order a little or as much as your sweet tooth desires.

Candy is a perishable food item, so there is an expiration date. Generally these are safe guidelines to follow but always reference the packaging for exact details.

(Note: the shelf life starts from the date of manufacture and not from the date of purchase)

As we are trying to be a green company, we have decided not to print out a catalog. All of our products are located on our easy to use website and our customer service representatives are available to help you through the process as well. Had we decided to print out a catalog, it would be bigger than a telephone book.

All of our products are hand packed by specialists at our distribution centers. We take the utmost care in handling all shipments and work hard to ensure that products arrive in the same high quality as they were packed. In the case that your product is damaged in the shipping process, a UPS representative will make a note of the damage and we would be happy to help resolve this issue. Please keep the box and the damaged products in the condition they were received so we can resolve this issue with the shipping carrier as well.

Note: some items are not guaranteed to arrive unbroken during the shipping process. For example, candy sticks and candy canes are fragile in nature and thus have a higher potential of breaking during the shipping process. We do work hard to ensure that the package is securely packed in order to prevent damage, but on occasion, it may happen. If a significant portion of your order arrives broken, please contact one of our service representatives immediately.

Most of our information, including descriptions and pictures, come directly from our manufacturers’ websites. We try to ensure that all information pertaining to the candy is as accurate as possible. If you have any additional questions, please do not hesitate to contact a customer service representative at 1-888-422-6393.

We try to consistently update our products to ensure their accuracy especially in terms of it being kosher. We have done extensive research of each and every item that makes it into our kosher category, but from time-to-time manufacturers may change the status of their products without notice. We cannot be held responsible for any inaccuracies in these terms. For more information regarding the kosher-status of a product, feel free to contact a customer service representative and we’d be glad to do some research for you.

Our distribution centers have a 94% in-stock rate for our products. But in the unlikely case that your order is out of stock (or even part of your order is out of stock) a Candy.com representative will notify you within 24 hours of processing your purchase. In the case of an out of stock item, your account will be refunded the purchase price of the item as well as the shipping costs associated with the out of stock item. In many cases we carry "like items" which are very similar items, but manufactured by different companies. We will also make you aware of these options.