100% Guarantee - ReturnsYour satisfaction with any purchase from Candy Crate is 100% guaranteed. If you are not satisfied with the product, please return it in its original condition within 30 days from product receipt, and we will refund your credit card account for the entire amount, less shipping charges (unless the item was damaged or incorrect). Holiday items & special orders are not returnable. Problems due to severe weather and other acts of nature are not covered by our guarantee. Please note that due to health & safety regulations, we cannot accept any returns on any "opened" unwrapped candy.
RETURN POLICY: All return/refund requests must be made to our customer service department within 30 business days of receipt of your order (determined by UPS/FedEx tracking) and must be authorized by customer service in advance. Send your pre-approved returns to:
12520 Business Center Dr.
Victorville, CA 92395
Refunds are granted for returned products in their original condition, exclude shipping costs, and the customer is responsible for shipping the products back to us. A 20% restocking fee may apply to all returns. If we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 30 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.
HOT WEATHER: You must purchase EXPEDITED, Second or Next Day air when purchasing heat sensitive products shipping to warm regions or during warm months. Your items will be packed in an insulated box with the appropriate quantity of re-usable Ice-Brix™ at no additional charge when expedited shipping is selected. Arrange to have your package delivered where someone is able to receive your package -- perhaps a business address. UPS/FedEx may leave packages on your porch if no one is home. Candy Crate will not be responsible for orders left outside. In the event that a product is received in unusable condition, 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.
ORDERS CANCELLATIONS: In the event an order is cancelled, the purchaser may be responsible for a 20% restocking fee IF the order has already shipped. We process orders in real time and may ship an order within minutes of the customer placing it. This quick turnaround time requires several employees working diligently and efficiently. . Please take the time to carefully make your selections before placing an order as cancelled orders can interrupt the fulfillment process by having our employees track down the orders, unpack products, re-enter the inventory in our database and restock all the items.
INCORRECT SHIPPING ADDRESS: If the customer provides the wrong address when placing an order, and the package is en route, and the customer requests a shipment intercept/address correction, customer will be charged $12 per package (this is our cost from UPS and FedEx).
INCORRECTLY ORDERED ITEMS:
If you accidentally ordered the wrong item, 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 fifteen ($15) dollar 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.
SEASONAL/SPECIAL ORDERS: Returns on special orders or seasonal items are not permitted.
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 five (5) 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.
REFUSAL OF PACKAGE:
If parcels are refused, original and return shipping costs will be charged to the purchaser's original form of payment.