Warm Weather Policy
Although it is not very common, CandyPros.com cannot guarantee that some products will not melt during transit. 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:
- 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.
- 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.
- Business Address: Use a business address as a shipping address. Most of the time, carriers deliver before noon to business addresses.
- 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.
- 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.
For order cancellations please contact us at (888) 627-2008 Monday through Friday from 9:00 am to 5:00 pm PST. We reserve 2-3 business 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, we will not be able to cancel your order.
Damage 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
At times, our inventory system fails to connect to our website and items that we do not carry will appear “IN STOCK”. 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 (888) 627-2008 or e-mail us at email@example.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 (888) 627-2008 Monday to Friday from 9:00 am to 5:00 pm PST.
Fraudulent Order Policy
CandyPros is dedicated to protecting your identity against fraud. There are procedures we adhere to if we receive an order that falls into the category of "fraudulent suspicion", which could involve several different factors. We will hold the order until we can verify that the order is not fraudulent. If we are unable to contact you to verify your identity and provide proof that you are the cardholder and placed the order, we will cancel the order and refund the card on file. We do this to ensure your security and ours. We appreciate your patience if your order requires verification.