CandyPros Policy

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 during transit.

Here are some helpful tips for shipping during warm weather:

  1. Expedited Shipping: Use expedited shipping service (Next day, 2nd day, 3rd day). These types of services are expensive, but you can put 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 5lbs 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 the sun can hit it.
  5. Choose Shipping Date: During warm weather you can request to have your order (if includes meltable product) shipped Monday through Wednesday to avoid packages being stored in a UPS hub over the weekend. Let us know if you want CandyPros to ship your order on a Monday, Tuesday, or Wednesday within 5 hours of placing your order. If order is released, we will not be able to cancel your order.   

 All of these recommendations are a precaution. We encourage all of our customers to follow them when weather exceeds 65°F. Even though we include ice packs we cannot guarantee that your order will not melt. Ice packs last for no more than 36 hours depending on weather.

**NOTE: Method for Free Shipping Offer for orders $200 and over is UPS Ground.**

Cancellations Policy

For order cancellations call us at 1-888-627-2008 Monday through Friday from 9:00 am to 4:00 pm PST. We reserve 2-3 business days to process orders, but most of the time orders are fulfilled minutes after order was placed. Orders need to be cancelled within 5 hours of placing the order. If order is released, we will not be able to cancel your order.

Damage Package Policy

It rarely happens, but sometimes items are damaged during transit, which is out of our control. If your order is damaged upon delivery to you, you must keep ALL original packaging and call us within 24 hours of receipt of package. You will have to agree to UPS inspection within 24 hours of receiving the product. UPS will need to conduct an investigation before we can refund you or send replacement products. This is so UPS can reimburse us for the damages and we can accommodate you. If you throw away the original packaging or do not agree to the inspection, we cannot send you replacement products or a refund.

Out of Stock Policy

Sometimes our inventory system doesn't connect to our website and items 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 sales@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 always want to make sure we exceed your expectations in the products and service we provide. If customer receives a wrong item in their order, customer is responsible to contact us within 2 business days of receipt of your order (we can determine this by using UPS tracking). 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; otherwise we will refund you for the item. 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 4:00 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.