Oh no! Something’s not right with your order? We would be happy to help.
Please review our return policies below, for both Internet and phone orders, to get answers to your questions.
Simple 1-2-3 steps for returns appear below.
In order to serve you most efficiently and keep track of communications, all issues relating to damages or returns must be addressed by email. We are not able to file damage claims via phone.
All inquiries should be addressed to firstname.lastname@example.org and you will receive a response in a few business days.
Important Notes on Returns
Due to health and insurance regulations, we are unable to accept returns on perishable merchandise or issue credit for incorrect items without preauthorization. On non-perishables, all return merchandise must be sent back within 72 hours after verified receipt of delivery.
To ensure quality control, all damage, discrepancy, or shortage correspondence must be reported via email within 24 hours of verified receipt of merchandise. Claims submitted thereafter cannot 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 will not be able to issue credit. We will keep you informed of your status via email in a timely fashion.
We are an independent wholesaler and not a manufacturer and, as such, have no control where formula or product changes are concerned. We strive to provide accurate product information and images but it is not uncommon for a formula 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.
Return merchandise, upon arrival at our warehouse, must be in the condition in which it was received. We leave it to the discretion of 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 of their purchase as, unfortunately, we cannot take responsibility for orders lost due to theft or negligence regardless of whether or not a signature is required.
We are not able to verify Kosher certification and rely strictly on manufacturers for accurate information. Please contact the manufacturer if you have specific questions or concerns. Manufacturer’s websites often contain information, too.
Need to Return Something? Let’s Do It:
Step 1: Email us at email@example.com. 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 the original invoice number, and make sure to include your Return Authorization Form. Merchandise returned without preauthorization cannot be credited and 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
Although we don’t know many people who would want to cancel an order of candy, if you wish to do so, send us a request via e-mail within 12 hours of order completion. We suggest that you send your email with a Read Receipt in order to ensure delivery. 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 overnight or expedited delivery, your order will ship the day it is placed unless it is 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. Due to the nature of Expedited Delivery, 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 the 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 we reserve the right to request photographs of the products. In the event that a damaged product has been discarded prior to determination, we will not be able to issue credit.
If an order is returned because the purchaser provided an incorrect address (we all have bad days), the purchaser will be responsible for the cost of shipping, in both directions, as well as a 20% restocking fee. This applies to orders that are being shipped to regular and third party recipients.
In the event that a package is lost or stolen because we were provided an incorrect address by the purchaser, we will not be able to issue refunds.
If an order cannot be delivered due to an incorrect address provided by the purchaser, we reserve the right to charge a $10 Address Correction Charge.
Incorrectly ordered items (oops!)
If you ordered a product by mistake and would like a refund, the product must be returned, at purchaser’s expense, and must be in the same condition in which it was received. We are unable to issue credit for shipping in either direction. It is up to the purchaser to choose a return delivery method that best suits their needs and ensures that the product will not be damaged in transit.
In the event that you would like a call tag for your return, we can do so for a non-refundable $15 fee. All 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. In the unfortunate event that you receive a product past it's expiration date, we will issue credit for expenses incurred. Please note that we reserve the right to request a photo of the expired product and/or the product code prior to issuing credit. We will issue a call tag for the return of defective merchandise and upon receipt, will issue credit providing that it shows an expired date and/or other signs of defect not caused by weather-related issues.
If you would like to exchange a product, we will ship the replacement merchandise at the shipping service level at which it was purchased. For instance, if the incorrect merchandise was shipped via UPS Ground, the replacement merchandise will also be shipped via UPS Ground. If you opted for Rush Delivery, we will refund the shipping cost.
Please note that we are not able to issue refunds due to manufacturer formula changes. Although we specialize in old school candy, products change and often taste different than what you recall. This does not represent a defective product but rather a taste preference.
Yikes! We will fix it. In the event that an item is missing from your shipment, submit a claim within 24 hours of physical receipt as determined by UPS. We will compare items ordered as well as the package weight and issue a store credit accordingly.
Orders lost in transit, space, or other mysterious places
In the event that a product is lost in transit but not due to an address error, theft or negligence, we are only able to issue credit for up to $100 regardless of the dollar amount of the order. This also applies to orders being shipped to a third party where a signature is not required for delivery. In the event that a package is missing due to an address error or theft or negliglence, it is the purchaser's responsibility to independently request compensation from the shipping carrier.
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 always try to be of service to the Armed Forces, but we are unable to provide tracking, nor calculate time in transit, for orders shipping to APO or FPO addresses. We will 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
Please note that 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 contact you and help facilitate your request.
Because of their limited quantities and time-sensitive qualities, seasonal merchandise, perishable or non-perishable, is non-returnable.
A product that is not in stock and that we specifically order to fulfill a customer's request constitutes a "special order."
On special 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 any order that is 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. Although we do our best to get orders en route as soon as possible, we 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 for that item.
If an item is out of stock and your order qualified for Free Shipping at check-out, we will ship the balance at no charge. If you have chosen Expedited Shipping, the balance of your order will be shipped and you will not be charged for the portion of shipping that reflects the out-of-stock item.
All orders are fulfilled on a first-come basis and we do not make promises, real or implied, as to availability of merchandise. As per out of stock items, unless specifically requested via email at firstname.lastname@example.org 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.