Join Our Mail List
781-335-2200
GET $10 OFF ON ORDERS OF $100 OR MORE
USE CODE 10AUTUMN14
GET $20 OFF ON ORDERS OF $200 OR MORE
USE CODE 20AUTUMN14
Welcome Guest | Click Here to login.
YOUR SHOPPING CART
0 item(s) in bag / $0
Home > FAQ
 

FAQ

 

How much does shipping cost (what is the cost to ship my order)? 
Why does the shipped package weigh more than the item I purchased?

How does Candy.com ensure the quality of products? 

How big are the packages of bulk candy? 

How far in advance should I order my candy if I need it for an event? 

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

Do you guarantee my satisfaction with your products? 

HELP! The color of the candy you sent was wrong. What do I do?

How do I ensure that my chocolate doesnt melt? 

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

I need my candy 'super-dooper fast! What do I have to do to get it? 

What do I do if I received the wrong candy?

I want to exchange my candy. What is the process? 

The package is more candy than I want. Can I order a smaller amount?

Can I receive samples before I purchase an item? 

Do you have a storefront that I can visit or can I pick up an order from you to save on shipping? 

Is there a minimum order that I need to place? 

How long does the candy last? 

Can you send me a catalog to view? 

What if a part of my order breaks during shipping? 

Where do you get your product information? 

How do you verify how kosher a product is? 

What happens if what I order is out of stock? 
 
 
How much does shipping cost (what is the cost to ship my order)? 

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 FedEx, we have negotiated competitive rates and we pass our savings to you. To better serve our customers, we have multiple distribution centers located around the United States. The warehouse closest to you will be selected. In the event that some items are not available from the closest warehouse, your order may be shipped from the other warehouse.  


To obtain a shipping quote, please add all of item candy products you are looking to purchase into your Candy.com Shopping Basket. Within the basket, there is a box for which you can input your ship-to zip code to obtain shipping quotes for all available shipping methods. 


Please note: At the moment, FedEx requires a physical address to make a delivery. No deliveries will be made to POBOX or APO addresses.

 

Why does the shipped package weigh more than the item I purchased?
Your shipped package weighs more because of the materials needed to properly ship your package. (For example: if you purchase 5 pounds of candy, the package shipped may show a 6-pound weight) The weight of the box, 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- to 9-pound 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 Styrofoam boxes, packing peanuts, ice packs, thermal bags, and bouquet-supports to keep all candies intact. Most bouquets weight approximately 3 to 5 pounds.
 

How does Candy.com ensure the quality of the products? 

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 unwrapped bulk candy products are shipped in certified, food-grade safe boxes 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.


Please check that you are ordering the SAME item as the sample you purchased in the store. Many types of candies are manufactured by a variety of different companies, and may vary from one production to another (for example, the chocolate covered caramel pecan turtle purchased at the local market may have been produced by a different company than what can be purchased on Candy.com).

 

How big are the packages of bulk candy? 

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-pound bag of gummy bears fits inside a basketball. 

 

How far in advance should I order my candy if I need it for an event? 

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

  • The product is available for shipment 
  • There is enough lead time to process your order
  • The package arrives on time for your event

Most of our candy products do have a shelf life of 3-6 months, so ordering and receiving your candy one month in advance will still ensure fresh, 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.

 

Do you guarantee my satisfaction with your products? 

Customer satisfaction is extremely important to us. The product that is shipped to you is the exact same product manufactured by the candy companies. 


Unfortunately, we cannot be responsible for meltale candies that shows signs of heat damage during shipping regardless of the expedited shipping option selected. To avoid melted chocolate, we recommend you review our 1-2-3 policy and see our RETURNS section.

 

Candy.com does not guarantee the safe arrival of candy sticks, candy canes, or other fragile sugar stick candies as these items are EXTREMELY fragile by their manufactured-nature. 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.

  

HELP! The color of the candy you sent was wrong. What do I do? 

Okay, let's double check the item you received against the invoice for your purchase first. If the item purchased is the same item then this may be a batch color variance  (for example, if you purchased pink gummies and received a package of light pink gummies). Because manufacturers product candies in batch, the color of the finished product may appear differently from one batch to another. Candy.com cannot guarantee the exact color of the product received.


Now if you purchased blue gummy bears and received red gummie bears, please contact our friendly customer service staff and we would be more than happy to assist you! Customer service can be reached by phone at 781-335-2200


How do I ensure that my chocolate doesn't melt? 

Lets face it, no one likes melted chocolate (unless you are making 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 strongly urge you to be careful when ordering chocolate/gummy items. Please read our 1-2-3 policy for easy summer shipping. Delivery typically is made in a timely manner, 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.

 

As chocolate is very sensitive to heat and warm temperatures  Candy.com cannot guarantee from meltage or heat-damage. To minimize heat-damage, please select an expedited shipping method.

 

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 the aesthetic appearance of fine chocolates. The chocolate is still edible, but won't look 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 to 48 hours of placing the order during the business week. Orders placed during the weekends (Friday, Saturday, and Sunday) will be processed on the following Monday. Shipping transit time with FedEx Ground is between 3 to 6 business days, depending on where the item will be shipped. But don't worry, on average, most orders are completed within 3 to 6 business days from purchase to arrival at your door, barring any unforeseen FedEx transit exceptions. If you need the order by a certain date, it is important that you please contact our customer service center at 781-335-2200 before placing your order.

 

I need my candy 'super-dooper-fast!' What do I have to do to get it? 

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 FedEx. You may also call us and we will do our best to help satisfy your sweet tooth! 

 

What do I do if I received the wrong candy?

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, chances are it is still on its way. If it has been found that you received the wrong candy, please contact us immediately and we will expedite the correct candy to you. Customer satisfaction is our No. 1 priority! 

 

Please note: If you receive an 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. 

 

I want to return/exchange my candy. What is the process? 

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

 

The package is more candy than I want. Can I order a smaller amount?

Shop around our website as we do offer many of our candies in different pack sizes.  If you see an item in only one size, we can only ship that size. It is one way we keep our prices low.

 

Can I receive samples before I purchase an item? 

Unfortunately, we currently do not offer samples of our candy products. You would need to contact the manufacturer of a certain candy to obtain samples.

 

Do you have a storefront I can visit or can I pick up an order from you to save on shipping? 

We do not have a physical location where customers can come to view or pick up products. All of our products are conveniently located at Candy.com website [http:www.Candy.com]. Our website offers more than 6,000 products with high-quality pictures, sizes, prices, and weights. We also offer highly competitive shipping rates for our customers. 

 

Is there a minimum order that I need to place? 

The minimum on purchases for Candy is $8.00. You have the freedom to order as little or as much as your sweet tooth desires after that amount. 

 

How long does the candy last? 

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.

 

     Chocolate: 4 months

     Hard Candy: 12 months

     Peanut Butter Candy: 3 months

     Gummy Candy: 6 months

     Licorice: 6 months

 

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

 

Can you send me a catalog to view? 

As we are trying to be a green company, we have decided not to print a catalog. All of our products are located on our user-friendly website and our customer service representatives are available to help you through the process. If we were to print a catalog, it would be bigger than a telephone book!

 

What if a part of my order breaks during shipping? 

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 during the shipping process, a FedEx representative will make a note of the damage and we will 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. 

 

Where do you get your product information? 

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 781-335-2200.

 

How do you verify how kosher a product is? 

We try to consistently update our products to ensure their accuracy especially in terms of it being kosher. We have double-checked 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 well be glad to do some research for you. 

 

What happens if what I order is out of stock? 

Our distribution centers have a 94% in-stock rate for our products. 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.

 
 
FOR MORE INFORMATION, PLEASE SEE OUR TERMS AND CONDITIONS SECTION.
Get Social
Do you Buy Candy for Parties?
Take advantage of our Volume Discount Program for those occasions. Learn More.