Candy Pros Policy

By placing an order with Candy Pros LLC, customers acknowledge and agree to the following policies:

 

Shipping Policy

At Candy Pros LLC (“Company,” “we,” or “our”), we are committed to getting your order to you as quickly and reliably as possible. Please review our shipping terms below:

1. Order Processing

  • We reserve 24–48 hours to process your order before shipment.

  • Orders placed after 11:00 AM PST, on weekends, or on holidays will be processed the following business day.

  • Please take this processing time into account when selecting your shipping method at checkout.

2. Shipping Methods & Transit Times

  • Shipping options and transit times are displayed at checkout. These times reflect the carrier’s estimated delivery time after your order has been processed and shipped, not from the time the order is placed.

  • Candy Pros is not responsible for delays caused by carriers, weather conditions, customs clearance, or other factors beyond our control.

3. Rush Orders

  • If you require expedited processing, please contact us directly. We will do our best to accommodate time-sensitive orders; however, rush processing cannot be guaranteed.

4. Shipping Confirmation & Tracking

  • Once your order has shipped, you will receive a confirmation email with tracking details.

  • Customers are responsible for ensuring that shipping information is accurate at the time of order placement.

5. Large or Palletized Orders

  • For bulk wholesale or palletized shipments, additional processing time and freight coordination may be required. We will contact you directly regarding scheduling and delivery arrangements.

Warm Weather Policy

Although it is not very common, CandyPros.com cannot guarantee that some products will not melt during transit during warm temperature months from April 15 to October 15. CandyPros.com is not responsible for products melted or affected by temperature for any reason during transit.

Our Quality Assurance team inspects all products before leaving our facility. Candy Pros is not responsible or able to control the condition of our products once it leaves our facility. Please make sure you are accepting the product promptly to avoid undesirable warm conditions for candy products. Store candies air tight and in a temperature controlled space no warmer than 70°F. 

Here are some helpful tips for shipping during warm weather:

  1. Expedited Shipping: Use one of our expedited shipping services (Next day, 2nd day, 3rd day). These types of services are expensive, but to save on shipping, one can place an order for meltable candy (chocolate, gummies, taffy, and jellies) and another order for non-meltable candy. Use expedited shipping for meltable candy and ground shipping for non-meltable candy.
  2. Ice Packs: At checkout, you will be able to purchase ice packs at low cost. We recommend using 1 ice pack for every 5 lbs of meltable candy.
  3.  Business Address: Use a business address as a shipping address. Most of the time, carriers deliver before noon to business addresses.
  4. Track your package: If possible, track your package daily. By doing this you can make sure that you will be at home when your package is delivered. Otherwise, your package will be left outside where sunlight can potentially hit it.
  5. Choose Shipping Date: During warm weather you can request to have your order (if includes meltable product) shipped out between Monday and Wednesday to avoid packages being stored in a UPS hub over the weekend. Let us know if you want Candy Pros to ship your order on a Monday, Tuesday, or Wednesday within 5 hours of placing your order. Once the order is released, we will not be able to cancel your order.   

All of these recommendations are precautionary. We encourage all of our customers to follow them when weather exceeds 65°F. Even though you purchase ice packs with your order we cannot guarantee that your order will not melt, or have any temperature related reactions such as blooming, condensation, freezing etc. Ice packs last for no more than 36 hours depending on weather.

 

Right to Refuse Service and Sale of Goods

Candy Pros LLC (“Company,” “we,” or “our”) is committed to providing excellent service and high-quality products to our wholesale customers. However, we reserve the right, in our sole discretion, to refuse service or the sale of goods at any time.

We may refuse service, cancel orders, or restrict access to our goods or services if, for example:

  • A customer engages in abusive, threatening, fraudulent, or disruptive behavior.

  • Payment obligations are not met or credit terms are violated.

  • Order quantities, shipping instructions, or other requests cannot be reasonably fulfilled.

  • The sale would otherwise violate applicable laws, regulations, or our internal compliance requirements.

Fraudulent Orders

To protect our business and customers, all orders placed through our website or wholesale channels are subject to review. We reserve the right to refuse, cancel, or limit any order we believe may be:

  • Placed using false, stolen, or unauthorized payment information.

  • Intended for resale outside approved wholesale arrangements.

  • Inconsistent with normal purchasing behavior, such as unusually large quantities or high-risk shipping destinations.

  • Flagged by our payment processors, fraud-detection services, or internal review as potentially fraudulent.

  • Coupled with behavior that raises concerns about the legitimacy of the transaction.

If your order is flagged, we may contact you for additional verification (such as government-issued ID, proof of business, or confirmation of billing/shipping details). If the requested information is not provided, and/or at the discretion of Candy Pros LLC, we reserve the right to cancel the order and you will be notified. 

 

Non-Discrimination Policy

Our right to refuse service will always be exercised in a manner consistent with federal, state, and local laws. We do not refuse service or sell goods on the basis of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, disability, age, or any other protected characteristic under applicable law.

 

Cancellations Policy

For order cancellations please contact us at (619) 342-0899 Monday through Friday from 9:00 am to 5:00 pm PST. We reserve 24-48 hours days to process orders, but most of the time orders are fulfilled minutes after the order is placed. Orders need to be cancelled within five hours of placing the order. Once the order is released to the carrier, we will not be able to cancel your order.


Refund Policy

At Candy Pros LLC (“Company,” “we,” or “our”), we strive to provide high-quality products and services to all of our wholesale customers. Please review our refund policy carefully:

1. Order Cancellations

  • If you wish to cancel an order, please contact us as soon as possible.

  • Orders that have not yet shipped may be eligible for a full refund. Once an order has been processed or shipped, cancellation may not be possible.

2. Refunds

  • Approved refunds will be issued back to the original method of payment.

  • Refunds are processed immediately upon approval, but please allow up to 10 business days for funds to appear in your account, depending on your bank or payment provider.

3. Non-Refundable Items

  • Due to the perishable and consumable nature of our products, all food and confectionery items are final sale and cannot be returned or refunded unless they arrived damaged, defective, or incorrect.

  • Custom, special-order, or private-label products are non-refundable.

4. Damaged or Incorrect Orders

  • If you receive damaged, defective, or incorrect products, please notify us within 5 business days of delivery with photos and order details. We will arrange for replacement or credit at our discretion.

5. Fraudulent or Suspicious Orders

  • If an order is canceled due to suspected fraud (see our Fraudulent Orders policy), refunds will only be issued once verification is complete.

Refunds are issued immediately upon order cancellation, but please allow up to 10 business days for the funds to appear in your account, depending on your bank or payment provider. 

 

Damaged Package Policy

It rarely happens, but damages incurred during transit are beyond our control. If you find that your order is damaged upon accepting delivery of it, you must keep ALL of its original packaging and call us within 24 hours of receiving the package. You will have to agree to a UPS inspection within 24 hours of receiving the product. UPS will need to conduct this investigation before we can issue you a refund or send replacement products. This is done to ensure that UPS will reimburse us for the damages in order to accommodate you. If you throw away the original packaging or do not agree to an inspection, we will be unable send you replacement products or issue you a refund.


Out of Stock Policy

If you place an order and an item is out of stock, we will contact you via e-mail. We will send you a list of possible substitute items. If we do not hear from you within 48 hours after email was sent, we will refund you for the out of stock item and ship the rest of your order. You can advise us of the changes you would like to make to your order by calling us at (619) 342-0899 or e-mail us at customerservice@candypros.com. If you have selected an expedited shipping method or have a specific date that you need your order by, please notify us immediately of any changes you would like to make to your order once we have contacted you about an out of stock item. We are not responsible for any delays in shipment for products that are out of stock.


Missing Item Policy

At Candy Pros we always want to make sure we exceed your expectations in the products and service we provide. In a situation where an item is missing from your order, contact us within 2 business days of receipt of your order (we can determine this by using UPS Tracking). We will compare the weight of every single product with the shipping weight. After we finish with the comparison process, we will refund you for the missing item. If shipping weight and product ordered weight matches we will not issue a refund.


Wrong Item Policy

At Candy Pros we strive to ensure that we exceed your expectations in the products and service we provide. If a customer receives a wrong item in their order, the customer is responsible to contact us within two  business days of receiving the order (which can be determined via UPS tracking). The customer will need to take pictures of all the products that were sent. If customer is not able to provide pictures, CandyPros.com will not be able to proceed with the claim. As soon as we receive the product pictures, we will send you correct item if we have it in stock; or issue you a refund if it is not available. We will use the same shipping service you use on the original order. Example: If you selected ground shipping when you purchased the item, we will use ground shipping to send correct item. Please advise if item will not arrive on time for your event, so we can refund you for the product instead. We will also send you a prepaid return label, so you send back to us the wrong item. For additional questions call us at (619) 342-0899 Monday to Friday from 9:00 am to 5:00 pm PST.