Shipping policy
ORDER PROCESSING
Most orders ship within 2 business days (48 hours) of being placed, and some ship the same day. Processing may take longer during peak holiday periods.
We ship from several locations in the United States, primarily from New York. Delivery time depends on how far you are from our shipping origin.
You will receive an email with a tracking number when your order ships. Tracking may take a few hours to show carrier movement after the number is issued.
If your order is time-sensitive, please contact us before it ships: customerservice@candystore.com or 1-877-272-4563.
WHERE WE SHIP
We ship within the United States, and internationally to Canada, Australia, Japan and Hong Kong.
INTERNATIONAL ORDERS: DUTIES AND TAXES ARE INCLUDED
Import duties and taxes, where the destination country charges them, are calculated and collected at checkout as part of your total. Nothing is due on delivery. You will not be asked to pay a customs charge, a brokerage fee, or any other fee when the parcel arrives.
Not every international order is charged duty. Most countries only apply duty and tax above a value threshold, and orders below that threshold clear free of charge. If nothing is owed, nothing is added at checkout.
International orders ship by UPS from New York. Delivery is typically 5 to 10 business days after processing, depending on the destination. Customs clearance can add time and is outside our control.
Meltable items and international shipping. International routes are long, and we cannot include ice packs on them. Chocolate and other meltable items ordered for international delivery travel at your risk, and we cannot be responsible for melting in transit. Please consider this before ordering meltable candy for delivery outside the United States, especially during your local warm season.
Some products cannot be shipped internationally. A small number of items are excluded from international orders because of the destination country's food import rules; these will not appear when you shop from outside the United States.
INTERNATIONAL RETURNS AND REFUSED PARCELS
We do not offer free returns on international orders. If you need to return an international order, contact us first. Return shipping is at your cost and we cannot reimburse it.
If a parcel is refused, or cannot be delivered and is returned to us, we will refund the goods less the original outbound shipping cost and less any duties or taxes we have already paid that the destination country will not refund to us.
SHIPPING METHODS AND COSTS
We ship primarily via UPS, with USPS used for some packages. Available services and rates are shown at checkout for your address.
Free shipping on orders of $125 or more within the continental United States.
Below $125 we charge a flat-rate ground shipping fee, shown in your cart before payment.
Expedited services — Two Day Shipping and Overnight Shipping — are available at checkout as separate paid options. Rates are calculated from the destination, the weight of the package, and the service you select. Candy is heavy, so weight affects cost more than the value of the order does. Very large orders (over 150 lb) see bulk expedited options at checkout instead.
You can see your exact shipping cost before paying: add your items to the cart, open the Shopping Cart from any page, and enter your ZIP code. You do not need to enter payment details to see shipping costs.
Typical ground transit times, after processing:
- Nearby destinations (for example, New Jersey): often next day
- Distant destinations (for example, San Diego): approximately 5 business days
HOT WEATHER AND MELTABLE ITEMS
Chocolate, taffy, and some gummy candies can melt in transit during warm weather months. Please read this section before ordering meltable items in warm weather.
Free ice packs. We include ice packs free of charge, but only with services fast enough for them to survive the trip:
- Overnight Shipping
- Two Day Shipping
- Ground shipping to a destination within 4 hours' drive of New York City
We do not include ice packs on longer ground routes. Ice packs last 2 to 3 days in hot conditions and would melt well before delivery, so they would provide no protection.
Shipping days. During warm weather we may ship meltable orders Monday through Wednesday only, so that expedited packages arrive before the weekend rather than sitting in a carrier warehouse.
Delivery. If you are shipping to a residence, please arrange for someone to be home to receive the package. Carriers cannot follow instructions to leave a package in a specific shaded or cool location.
Responsibility. We cannot be held responsible for melted candy. In particular, we cannot be responsible for meltable items sent by non-expedited shipping during warm weather months. If you are ordering meltable candy in warm weather, please choose expedited shipping.
ORDER CHANGES, PICKUP AND HOLDS
- Local pickup is not available.
- We cannot hold an order to ship at a later date. Orders move through our system as quickly as possible.
- To change the shipping method or address on a recent order, or to add or remove an item, contact us immediately. Changes may be subject to an order-change fee, and any additional shipping cost will be passed on. Once an order has shipped, changes may not be possible.
- Orders cancelled after they have shipped may be subject to restocking fees.
DAMAGED, LOST OR INCORRECT SHIPMENTS
If your order arrives damaged, incomplete, or incorrect, contact customerservice@candystore.com or 1-877-272-4563. Broken or defective products will be reshipped or refunded.
We cannot be held responsible for breakage of fragile products in transit, or for melted product as described above.
Refund requests must be submitted within 10 days of receiving the product. Full return and refund terms are in our Return and refund policy.
CONTACT
CandyStore.com Email: customerservice@candystore.com Phone: 1-877-272-4563