Due to candy being a perishable item and in compliance with The Food & Drug Administration (FDA) policies, Candy.com does not accept any return on candy products. Edible (ALL CONSUMABLE FOOD PRODUCTS) may NOT be returned (unless incorrect items were shipped by Candy.com)
To ensure that you receive the correct product that you are looking to purchase, Candy.com lists all product descriptions as accurate as possible. If you have any questions regarding a product, please contact a customer service representative at 1-888-422-6393 before you place your purchase. Food products MAY NOT BE RETURNED, so please order carefully as Candy.com cannot issue RMA (Return Merchandise Authorization) for items received due to customer error in ordering or that you do not like upon receipt. Any unauthorized returns will be considered ABANDONED and no refund will be issued.
WRONG ITEM SHIPPED:
Before you panic, make sure you have checked the invoice that came with your order. Some orders are shipped 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 within 72 hours of receipt of the delivery. At that point, a Candy.com representative will issue an RMA and ask that you send the incorrect product to our processing center:
CANDY.COM
ATTN: Returns & Exchanges
70 Finnell Drive, Unit 14
Weymouth, MA 02188
In this scenario, we will help remedy the situation and ship the correct candy to you.
Please note: If you receive the incorrect item, you must notify Candy.com within 72 hours of receiving the package. As candy is a perishable item, please do not open the candy product packaging of the incorrect item as we cannot process any return/exchange for opened items even if it is an incorrect item. Any claims after the 72 hour time-frame shall be void.
EXPIRED PRODUCTS:
With the use of our inventory system and our packing specialists, Candy.com works hard to ensure that no expired/out-dated candy products are shipped to customers. Candy.com maintains and upholds a quality guarantee on the products that are shipped to our customers. If in the case you receive an expired product, please contact us immediately, and one of our customer service representatives will remedy the situation and expedite a fresh order to you.
Please note: If you receive an expired item, you must notify Candy.com within 72 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 even if they are received expired. Any claims after the 72 hour time-frame shall be void. Customer may be asked to supply evidence of expired product(s) and/or to ship the product back to Candy.com
MISSING PRODUCT:
Your Candy.com package will contain all in-stock items that were purchased - please note that you may receive mulitple packages for one order as we ship from numerous warehouses around the United States. Please report shortages upon receipt of the delivered package. Items that are temporarily out of stock are NOT backordered and will automatically be refunded upon shipment. If there are any missing items from the package, you will need to contact customer service within 72 hours of receiving the package.
Please note: If you receive are missing an item, you must notify Candy.com within 72 hours of receiving the package. Any claims after the 72 hour time-frame shall be processed.
REFUSED DELIVERY PACKAGE:
Any packages refused by the customer is deemed to be ABANDONED. All refused packages will be returned to sender at the shipper's expense or destroyed. No refunds will be issued for any packages which were refused delivery by UPS or any other shipping carriers. For more information, please refer to the SHIPPING & DELIVERY policies on Candy.com
MELTABLE CANDY:
As meltable candies (chocolate, taffies, gummi, lollipops etc) has a moderate melting temperature, we highly recommend that you add one ice pack for EACH product that you purchase – this will reduce the chance of your products melting or being damaged due to heat during transit. (The terminology of heat refers to both hot and cold weathers; Damages may include, but are not limited to: taste quality, melted-candy, asthetic appeal, products sticking to each other/wrappers) Ice packs typically last on average 2-3 days once packed. Additionally, we HIGHLY recommend that you use an expedited air shipping service through UPS for these products in addition to the ice packs. .
Candy.com does not offer any guarantee for candy products in regards to heat-damages. No refunds nor replacements will be issued if a product arrives damaged due to heat regardless of shipping method selected. To minimize exposure for heat-sensitive items, we strongly suggest that you consider the following:
1) ship orders Monday-Wednesday
2) purchasing ice packs for each item in your shopping cart
3) selecting an expedited shipping method (UPS Next Day Air and UPS Second Day Air are optimal for chocolates and gummies)
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