All claims must be made within 10 days of receipt of the order, as determined by UPS or FedEx tracking information. We will refund the cost of all merchandise returns that are received in unopened and undamaged condition, subject to a 20% restocking fee; however, we will not refund the cost of shipping. Sorry, no returns are accepted without prior approval. All returned merchandise must be shipped via prepaid freight to the following address:
CandyWarehouse.com
Attn: Returns
215 S. Douglas Street
El Segundo, CA 90245
United States of America
ORDERS CANCELLATIONS
In the event an order is cancelled, either online or by phone, the purchaser may be responsible for a twenty percent (20%) restocking fee if CandyWarehouse.com has begun the shipping process. Our motto is "Fresh Candy Shipped Fast" and we will often pull, pack, and ship an order within minutes of the customer placing it. This quick turnaround time requires many seasoned employees working diligently and efficiently. Cancelled orders interrupt the fulfillment process. If an order hasn't already been loaded onto a trailer, employees must take the time to track down the orders, unpack the products, re-enter the inventory in our database and restock all the items. Please take the time to carefully make your selections before placing an order.
REFUSAL OF PACKAGE
If parcels are refused, original and return shipping costs will be charged to the purchaser's original form of payment.
INCORRECT SHIPPING ADDRESS:
If the customer provides the wrong address when placing an order, the following shall apply:
If the order is returned to CandyWarehouse in good condition: Customer will be responsible for the full cost of shipping as well as a twenty percent (20%) restocking fee.
If the package is returned to CandyWarehouse but the contents are damaged or if the package is lost: No refunds.
If the package is en route and the customer requests a shipment intercept/address correction:
Customer will be charged $11 per package/box (this cost is a direct fee from our delivery service provider).
INCORRECTLY ORDERED ITEMS
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received.
In the event that you would like us to provide a call tag for said return, there is a non-refundable fifteen ($15) dollar fee. All returns caused by customer error may be subject to a twenty (20) percent restocking fee.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
HOT WEATHER ISSUES
As stated on our FAQ page, CandyWarehouse.com cannot take responsibility for products damaged in transit due to extremes in temperature, nor will we replace said product before reviewing the delivery circumstances involved. If questions arise as to perishability, please contact us and we will do our best to provide guidance.
In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within five (5) days after physical receipt of merchandise as determined by UPS tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
SPECIAL ORDERS
No returns on special order products.
SEASONAL ORDERS
Due to the limited quantity of seasonal candies, please note that the purchase of all seasonal merchandise, perishable or non-perishable, is non returnable.
MISSING ITEMS
In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within two (2) business days of physical receipt as determined by UPS tracking. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
ORDERS WITH INCORRECT MERCHANDISE
In the event that incorrect merchandise is received, we will do our best to correct the error in a timely fashion. In the event of an exchange, we will ship corrected merchandise at the shipping service level at which it was purchased. For instance, if the incorrect merchandise was shipped via UPS Ground, it will be shipped at the same service level.
In the event that you opted for Rush Delivery, we will refund the cost of shipping the incorrect item.
We will issue a call tag for the return of the incorrect merchandise and upon receipt, will issue credit accordingly. Please note that we are unable to issue credit for any product in which the factory seal is no longer intact.
Please note that in order for credit to be issued, notification of order discrepancies must be made within two (2) business days of receipt as determined by UPS tracking.