Oh no! Something’s not right with your order? We would be happy to help.
Please review our policies, for both Internet and phone orders, to find answers to your questions.
In order to keep track of communications, all damage or returns related issues must be addressed by email. We are not able to file damage claims via phone.
Important Notes on Returns
Due to health and insurance regulations, we are unable to accept returns of perishable merchandise unless you received an incorrect item. On non-perishables, return merchandise must be sent back within 24 hours after verified receipt of delivery.
Damage, discrepancy, or shortage correspondence must be reported via email within 24 hours of verified receipt. Claims submitted thereafter will not be honored and we may request photographs to help file a damage claim. In the event the product or original packaging has been discarded, we are not able to issue credit.
We are an independent wholesaler and not a manufacturer and have no control over formula, packaging or product changes. We strive to provide accurate product information and images but it is not uncommon for a formula or packaging to change without manufacturer's notice. We reserve the right to repackage bulk items and, as such, a product may not be in the original manufacturer's packaging.
Kosher products may be repackaged and we are not able to verifiy Kosher certification beyong what is provided by the manufacturer.
Return merchandise must be returned in the condition received. We leave it to the purchaser to choose a shipping method that safeguards their product.
All returns are subject to a 20% restocking fee.
Can You Get a Refund?
It is the responsibility of the purchaser to ensure safe receipt as we cannot take responsibility for orders lost due to theft or negligence.
Need to Return Something? Let’s Do It:
Step 1: Email us at firstname.lastname@example.org. If the product is incorrect or non-perishable, we will send you a Return Authorization.
Step 2: Upon receipt of Return Authorization (don’t send anything without getting this important information first), please fill out the Return Authorization Form.
Step 3: Clearly mark the box with the shipper's name and original invoice number, and make sure to include your Return Authorization Form. Merchandise returned without preauthorization will be returned to recipient at customer's expense.
Mail your package to:
ATT: Returns Department
1101 Fifth Avenue
McKeesport, PA 15132
Still have questions? We have more answers!
The items below should address everything else. If not, contact us and we will get crackin’ on your case.
Cancellation and/or refusal of previously placed orders
We don’t know many people who would cancel a candy order but if you wish to do so, send a request via e-mail within 12 hours of order completion. In the event that an order is cancelled more than 12 hours after it has been placed, the purchaser will be responsible for a 20% restocking fee.
Note that we are not able to accept cancellations by phone.
If you have chosen UPS Expediated Services, your order will ship the day it is placed unless received after 3:30 p.m. EST, in which case it will ship the following business day.
Expedited orders placed over the weekend will ship the following Monday. Once an overnight order has been processed, it cannot be cancelled.
If the order is en route and delivery is refused, you will be responsible for shipping costs as well as cost of return service. If the order qualified for Free Delivery, you will be credited the cost of merchandise, less the 20% restocking fee, less the actual cost of shipping, to and from, as determined by CandyFavorites.com.
Damage (or “What's the matter with my candy?”)
Alas, we cannot issue a refund or replacement for products damaged in transit due to extremes in temperature. We will certainly do our best to provide the safest and most cost effective options so please call us if in doubt.
If you receive a product in unusable condition for reasons other than temperature extremes, submit a claim within 24 hours of verified physical receipt as indicated by UPS. We will not be able to issue credits or refunds for claims submitted after 24 hours and reserve the right to request photographs. If a damaged product has been discarded, we will not be able to issue credit.
If an order is returned due to an incorrect address (we all have bad days), the purchaser is responsible for the cost of shipping, in both directions, as well as a 20% restocking fee. This applies to orders shipped to regular and third party recipients.
In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we will not be able to issue a refund.
If an order cannot be delivered due to an incorrect address, we reserve the right to charge a $10 Address Correction Charge.
Incorrectly ordered items (oops!)
If you ordered a non perishable product by mistake and would like a refund, the product must be returned, at purchaser’s expense, in the same condition in which it was received. We are unable to issue credit for shipping in either direction.
If you would like a call tag for your return, we can do so for a non-refundable $15 fee. Returns caused by customer error are subject to a 20% restocking fee.
Orders with defective or incorrect merchandise (ouch!)
If you receive defective or incorrect merchandise, we will correct the error. If you receive a product past it's expiration date, we will issue full credit. We reserve the right to request a photo of the expired product and/or the product code prior to issuing credit. We may issue a call tag for the return of defective merchandise and upon receipt, will issue credit providing it shows an expired date and/or other signs of defect not caused by weather-related issues.
We are not able to issue refunds due to manufacturer formula or packaging changes. Although we specialize in old school candy, products and packaging may change and/or look or taste different than what you recall. This does not represent a defect but rather a taste preference.
Yikes! We will fix it. If an item is missing, submit a claim within 24 hours of physical receipt as determined by UPS. We will compare items ordered and package weight and issue a store credit accordingly.
Orders lost in transit, space, or other mysterious places
It is up to the purchaser to provide safe receipt of ther purchase as if a product is lost in transit but not due to an address error, theft or negligence, we are not able to issue credit. This applies to orders being shipped to home, business or third party. If a package is missing due to an address error or theft or negliglence, it is the purchaser's responsibility to request compensation from the shipping carrier. Please note that we do not provide signature confirmation for deliveries unless specifically requested and packages may be left unattended at the shipping carrier's discretion.
If an order is refused at time of delivery, the purchaser will be responsible for a 20% restocking fee as well as the original shipping charge and any charges related to the product being returned to our warehouse.
Shipping to APO Addresses
We try to be of service to the Armed Forces, but are unable to provide tracking, nor calculate time in transit, for orders shipping to APO or FPO addresses. We do our best to provide pertinent shipping information but cannot take responsibility, nor issue credits or refunds, for products damaged in transport or not received.
Signatures, John Hancocks & Autographs
Unless requested, we do not require a signature for receipt of UPS orders unless the order exceeds $250. In certain areas, UPS requires signatures and we are not able to reverse this decision.
If you would like Signature Release on your order, please make a note in the NOTES Section and we will help facilitate your request.
Because of limited quantities and time-sensitive qualities, seasonal holiday merchandise, perishable or non-perishable, is non-returnable.
A product not in stock that we specifically order to fulfill a customer's request constitutes a "special order."
Speical orders that constitute purchases above normal inventory levels, all sales are final.
This applies to merchandise ordered by phone or via the website, as well as products shipped directly from the manufacturer.
We cannot issue credit for orders not delivered on specific dates unless the order is shipped by an Expedited Shipping option. Orders shipped by Ground Delivery fall within UPS delivery guidelines which vary from state to state. We do our best to get orders en route as soon as possible but cannot guarantee same-day service on orders less than $89.95 or orders that qualify for Free Delivery unless you choose Rush Service. Please note that Rush Service does not change time in transit but does ensure that your order is processed promptly.
If you are in need of timely delivery, we can help you choose an appropriate express delivery option.
Out-of-stock items (it sometimes happens)
In the event that a product ordered is unavailable, you will not be charged.
If an item is out of stock and your order qualified for Free Shipping, we will ship the balance at no charge. If you have chosen Expedited Shipping, the balance will be shipped and you will not be charged for the portion of shipping that reflects the out-of-stock item.
Orders are fulfilled on a first-come basis and we do not make promises, real or implied, as to product availability. As per out of stock items, unless specifically requested via email at email@example.com or written in the Notes Section of your order, we are unable to notify you if an item is unavailable prior to shipping.
Please note that we do not backorder out-of-stock items and should you reorder, you will be responsible for the cost of shipping if your order does not qualify for our Free Shipping Promotion.