**PLEASE NOTE, IF YOU NEED YOUR ORDER BY A SPECIFIC DATE, PLEASE CALL US SO WE CAN BETTER ASSIST YOU IN SELECTING YOUR SHIPPING METHOD**
We reserve at least 2-3 business days to package and process your order. Orders placed after 11:30 PM PST, during the weekend, or over a holiday will not be received until the following business day. Please be aware of this when selecting your shipping method. If you need to rush your order please contact us so we can do our best to accommodate your time-sensitive order. If you choose store pickup and decide later to have the order shipped we will either ask to charge your credit card the shipping fee or send a PayPal money request form for the shipping fee. If we do not receive the payment within 48 hours we will cancel your order and charge a 15% restocking fee.
If you placed an order for store pick-up, we will notify you via e-mail when your order is ready to be picked up.
Orders for customized products can take up to 3 weeks for processing in addition to time in transit for delivery.
**NOTE: When weather exceeds 65 F° we don't ship out candy on Thursdays and Fridays.**
Our warehouse is located in National City, CA. You are always welcome to pick up your order and avoid shipping costs. Just be sure to choose the Store Pickup option at checkout. You will receive an email as soon as your order is ready for pick-up. It takes up to three business days to have your order ready. In order to pick-up your order you HAVE TO BRING a copy of the order.
Monday to Friday 9 AM- 5PM PST
Note: If you haven't received an email stating that your order is ready for pickup, call us before coming to our warehouse. If you come and your order is not ready for pick-up we will not be able to give it you.
UPS will attempt to deliver your package on three separate occasions, each falling on business days during UPS' normal delivery hours (9:00am-7:00pm). If the UPS driver is unable to deliver your package because you are unavailable to accept it on all three attempts, your package will be shipped back to our warehouse. At that point, the following options are available:
If you would like your order to be reshipped to you, you are responsible for paying a UPS Return-to-sender fee (which is the original amount of shipping) and the cost of reshipping your package to you.
If you would like to cancel your order, you are still responsible for the Return-to-sender fee (which is the original amount of shipping) and a 15% restocking fee.
Incorrect Shipping Address
Sometimes when creating shipping labels, UPS can detect when an address is wrong. If that is the case, CandyPros.com will contact you via email. If we don’t hear from you within two business days after the email is sent, CandyPros.com will cancel your order and customer will be responsible for 15% restocking fee (which will be deducted from refund).
If a package is returned to us, customer will be responsible for original shipping in addition to UPS Return-to-Sender fee (which is the original amount of shipping) plus a 15% restocking fee. If package gets lost or damage, no refunds apply.
If customer wants to change shipping address while package is in transit. Call us at 1 (888) 627-2008 Monday to Friday from 9:00 am to 5:00 pm PST. A fee of $12 per box will be charge by UPS for address changes.
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 packing and packaging material and call us within 24 hours of receipt of package. You must also send us as many detailed photos as possible for us to determine if the product was damaged. You will have to agree to a 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.
Very rarely, UPS conducts routine inspections on randomly chosen packages. In the event that the package containing your order is chosen for inspection, it may delay the arrival of your order by 2-3 days. The time in which the package containing your order is held for inspection does not count towards its total time in transit. Unfortunately, in the event that the package containing your order is chosen for random inspection, we do not accept returns or cancellations.
In the event of severe/inclement weather, there may be a possibility that your order will not reach you by the initially estimated time of arrival. If you live in an area that is affected by severe weather during certain times of the year and must receive an order by a particular day, we ask that you take that into consideration and place your order well in advance. Despite their efforts to provide continuous quality service, UPS does not conduct pickups or deliveries in severe weather conditions to ensure the safety of their employees. However, contingency plans are in place to ensure that items arrive to their final destination as weather permits. Therefore, we do not accept returns or cancellations for orders that are delayed due to inclement weather conditions.
For the health and safety of our customers, we DO NOT accept returns on any edible products. We only accept returns of non-edible items that have not been used and they have the original packaging. We are not responsible for returns on incorrectly ordered items.
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. We do not accept returns for melted products. Please review our warm weather policy here for more info.
Refunds do not apply if products don’t arrive on time. CandyPros.com will NEVER GUARANTEE delivery times. It is customer responsibility to select proper shipping methods and with no less than 2 weeks of advanced of the day needed.
All returns need to be approved by CandyPros.com. If you want to return a product, you have to contact us within 2 business days of receiving your order (we can determine this by using UPS Tracking). Products need to be unopened and with original packaging. Refund for returns exclude shipping costs and a 15% restocking fee. Customer is responsible for shipping the products back to our warehouse. Once we see that the product is in transit through the tracking number provided, we will process your refund. We do not do refunds for returned items without prior approval.
Attn: Returns Department
2550 Main St A
Chula Vista, CA 91911