Oh no! Something needs to be fixed with your order. We would be happy to help!

Please take the time to review our policies, as these apply to ALL orders placed via the Internet and Phone and as stated in our Terms & Conditions.

All issues must be addressed by email within 24 hours of verified delivery to track communication and accompany a product photo.  Inquiries received outside of the stated period or not accompanied by a product photograph will not be eligible for consideration. 

We cannot answer phone questions about order discrepancies or file damage claims.

If you inadvertently entered the wrong shipping address, please email an address correction request within 6 hours of placing your order.  

Unfortunately, we cannot accept address correction requests via phone or after a product has left our warehouse.

Inquiries should be addressed to support@candyfavorites.com or sent via Contact Us.  In addition, photos of damaged or incorrect items can be submitted via the Contact portal.

Notes on Shipping & Returns

We will do our best to process all orders promptly, but please allow up to five business days for order processing unless a rush service is chosen.

With the country facing an unprecedented volume of package shipments, delivery using our USPS flat-rate service can take upwards of a week from when it leaves our warehouse.

If you need your order sooner, please opt for expedited shipping. 

Unfortunately, we cannot accept returns or issue refunds for orders that do not arrive at a specific time unless an expedited option is chosen.

 As of March 2020, due to health and insurance regulations, we cannot accept returns or order cancellations unless an incorrect or out-of-date product has been received.  Please note that any seasonal or special order is non-cancellable. 

The recipient must report Damage, discrepancy, or shortages within 24 hours of verified receipt.

Claims submitted after that will not be honored, and we may request photographs to help file a damage claim.

Credit cannot be issued if the product or its original packaging is discarded. We understand this may be inconvenient, but we are unable to process any claims with the manufacturer or shipping carrier in the absence of these items.

We are not liable for miscommunications or assumptions about products, formulas, measurements, or descriptions on phone orders.

Please email us at support@candyfavorites.com if you have a specific question or need help finding what you want in the product description.

If you do not provide a product SKU visible on every product when placing your order by phone, we can not guarantee that the product you receive is the product you described.

By placing an order by phone, you agree that ALL transactions, including those placed by phone, are subject to the Terms & Conditions and that the Return Policy applies.

Here at Candyfavorites.com, we are an independent online retail store – the FIRST online candy store - and do not manufacture the products shown on our website. 

We love providing consumers with their favorite candies but have no control over formula, packaging, or product changes. We strive to provide the most accurate product information and images.  Still, there are times when recipes or packaging may change without notice from the manufacturer.

Sometimes, the candy you receive is outside the original manufacturer's packaging.  All candy rebagged is done in a facility regularly inspected by the Pennsylvania Department of Health.

Our wholesale candy company purchases candy in bulk and reuses boxes for packaging. This is more efficient for us and friendlier to the environment! 

We also utilize styrofoam peanuts to protect and preserve your candy.

If you would prefer us not to use packing peanuts, please let us know when placing your order in the NOTES section or send an email with your order number to support@candyfavorites.com

We don't make claims about where products are manufactured. However, in the past few years, many candy companies have moved their manufacturing facilities to countries outside the U.S., such as Mexico, South America, and beyond.

While many candies are still produced in the United States, we make no implicit or implied claim about where products are manufactured.

All products are inspected for quality control, and our employees do their best to ensure your candy is in excellent condition.

WE STRIVE TO DISPLAY COLORS AS ACCURATELY AS POSSIBLE BUT CAN NOT GUARANTEE YOUR MONITOR DISPLAY WILL BE ACCURATE.  VARIATIONS MAY OCCUR DUE TO VARIABLES SUCH AS SCREEN SIZE, MONITOR RESOLUTION, AND COLORS SETTINGS.   

We have taken every measure to provide accurate product images for each product for sale.

However, due to several factors such as Internet browsers, monitor color contrasts, etc., we cannot be held responsible or liable for any differences in color between the image and the actual product. 

Kosher products may also be repackaged; we cannot verify Kosher certification. and cannot issue credit if the product does not religious specifications or if manufacturers change formulas without notification.

Therefore, beyond what the manufacturer provides, make sure you read those labels or, if in doubt, contact the manufacturer. 

Please use the following easy steps to determine if your products are eligible to be returned:

• Is your product incorrect?
• Is your product damaged, and did you save the original packaging?  Damage claims do not include candy sticks with disclaimers in the product description or products damaged by temperature extremes unless Route Package Protection has been chosen.
• Is your product out of date, as specified by the manufacturer's expiration date? Unfortunately, we cannot guarantee expiration dates, but we will credit if the product is expired upon receipt.
• Is your product different from the description?  Products with other formulas or packaging are not eligible if they reflect the most current offering.

Can You Get a Refund?

The purchaser's responsibility is to ensure safe receipt, as we cannot take responsibility for orders lost due to theft or negligence, but we do offer Route Package Protection Insurance which is a cost-effective way to protect your candy!

We can only issue credit if you chose expedited shipping and your order arrived on a different day. Hopefully, this will be short-lived, as this is as frustrating to us as it must be to you.   To learn more, please click here.

Need to Return Something? Let’s Do It:

Step 1: Email us at support@candyfavorites.com. If the product is incorrect or non-perishable, we will send you a return authorization. Please note that returns for reasons other than those listed above are subject to a 25 Percent Restocking Fee.

Step 2: Upon receiving the Return Authorization (don’t send anything without getting this important information first), please fill out the Return Authorization Form.  

Step 3: Mark the box with the shipper's name and original invoice number, and include your Return Authorization Form.

Any merchandise returned without pre-authorization will be returned to the recipient at the customer's expense, and no refund will be forthcoming.

Mail your package to:

CandyFavorites.com
ATT: Returns Department
1101 Fifth Avenue 
McKeesport, PA 15132

Do you still have questions?

The items below should address everything else. If not, contact us, and we will get crackin’ on your case.

Cancellation or refusal of previously placed orders

We don’t know many people who would cancel a candy order, but if you wish to do so, please send an e-mail request within 8 hours of order completion.

If an order is canceled more than 8 hours after it has been placed, the purchaser will be responsible for a 20% restocking fee. 

Note that we are not able to accept cancellations by phone. 

If you have chosen FedEx Express Services, your order will ship the day it is placed unless received after 2:00 p.m. EST, which will ship the following business day.

Expedited orders placed over the weekend will ship the following Monday. Once an overnight order has been processed, the order cannot be canceled.

If the order is en route and delivery is refused, you will be responsible for all costs incurred, as a sale is considered final once it is dispatched.

Damage:

We cannot refund your order or offer a replacement for products damaged in transit due to temperature extremes or for fragile products with disclaimers.

However, we will certainly do our best to provide the safest and most cost-effective options, so please call us if in doubt.

We also offer Route Package Protection which will cover all damages, and we highly recommend this if you are purchasing fragile items such as candy sticks or shipping into a warm climate. 

If you receive a product in unusable condition for reasons other than temperature extremes, submit a claim within 24 hours of verified physical receipt as indicated by Fed Ex.

We will not issue credits or refunds for claims submitted after 24 hours without photographs, and you MUST save the original packaging and product.

Unfortunately, if a damaged product or original packaging has been discarded, we cannot file a damage claim on your behalf.

Incorrect addresses

If an order is returned due to an incorrect address (we all have bad days), the purchaser is responsible for the cost of shipping in both directions and a 20% restocking fee.

This applies to orders shipped to regular and third-party recipients. If the return shipping cost exceeds the order's value, we reserve the right to refuse delivery, and no credit will be issued. 

All orders placed online receive an order and shipping confirmation email showing the shipping address entered. If you see a discrepancy, please email us immediately so we can correct it.

We will not refund a package that is lost or stolen because of an incorrect address provided by the purchaser.

If an order cannot be delivered due to an incorrect address, we reserve the right to charge a $20 Address Correction Charge. 

Orders with defective or incorrect merchandise 

If you receive defective or incorrect merchandise, we will correct the error. In addition, we will issue a full credit if you receive a product past its expiration date.

Before giving credit, we reserve the right to request a photo of the expired product or the code.

We may issue a call tag for the return of defective merchandise and, upon receipt, will give a credit, providing it shows an expired date or other signs of defect not caused by weather-related issues. 

We cannot offer refunds due to manufacturer formula or packaging changes. Although we specialize in old-school candy, products, and packaging may change or look, taste, or smell different than what you recall. Changes do not represent a defect but rather a taste preference.

If an incorrect product is received, we reserve the right to request its return at our expense.  A credit will only be forthcoming if the product is returned within 3-5 days.

Certain products, such as Pez Dispensers, are sold as "collectibles," and we can not ensure that the product mix or characters shown are included in the box.

The manufacturer reserves the right to add or subtract characters or change the product mix without notification. If you are in doubt or are looking for a specific character, please contact us before ordering. We can not accept returns or issue credits if the product mixture is not as shown. 

Yikes! We will fix it. If an item is missing, submit a claim within 24 hours of physical receipt as determined by UPS and a photograph of the item received.  We will compare the items ordered and package weight and issue a store credit accordingly.

Orders lost in transit, space, or other mysterious places.

If a product is lost in transit but not due to an address error, theft, or negligence, it is up to the purchaser to provide a safe receipt of their purchase; we cannot issue credit but we do offer Route Package Protection which will protect your order.  

Route is a cost-effective way to have peace of mind especially if you have concerns about your shipping location or are shipping to a location such as a convention enter or hotel where you will not be able to receive your order.

This applies to orders shipped to a home, business, or third party. If a package is missing due to an address error, theft, or negligence, the purchaser is responsible for requesting compensation from the shipping carrier.  

Please note that we do not provide signature confirmation for deliveries unless specifically asked, and packages may be left unattended at the shipping carrier's discretion.  

Refused Orders

Suppose an order is refused at the delivery time. The purchaser will be responsible for a 20% restocking fee,  the original shipping charge, and any cost related to returning the product to our warehouse. 

Shipping to APO Addresses

We try to be of service to the Armed Forces but cannot provide tracking or calculate time in transit for orders shipping to APO or FPO addresses.

We do our best to provide pertinent shipping information but cannot take responsibility nor issue credits or refunds for products damaged in transport or not received.

Signature Releases

Unless requested, we do not require a signature for receipt of UPS orders unless the order exceeds $500. However,  our shipping carrier may require signatures in certain places, and we can not reverse this decision.

If you would like a Signature Release on your order, please note it in the NOTES section, and we will help facilitate your request. Please note that there is a $20 fee for this service. 

Seasonal Orders

Because of limited quantities and time-sensitive qualities, seasonal holiday merchandise, perishable or non-perishable, is a final sale. 

Special Orders

A "special order" is a product not in stock that we specifically order to fulfill a customer's request.

Special orders that constitute purchases above normal inventory levels are a final sale, as is "seasonal" candy.

This applies to merchandise ordered by phone or website and products shipped directly from the manufacturer. 

Timely Delivery

We cannot issue credit for orders not delivered on specific dates unless you choose an Expedited Shipping option. Orders shipped by Ground Delivery fall within the shipping carrier's delivery guidelines, which vary from state to state.

We do our best to get orders en route as soon as possible but cannot guarantee same-day service on orders less than $149.95 or orders that qualify for Free Delivery unless you choose Rush Service.  

Please note that Rush Service does not change the time in transit but does ensure that your order is processed promptly. 

Suppose you need an item by a specific date and need to opt for expedited shipping. Unfortunately, we can not issue credit for delivery delays or orders that do not arrive when anticipated.

If you need timely delivery, let us help you choose an appropriate express delivery option.

Out-of-stock items

If a product ordered is unavailable, you will not be charged.

If an item is out of stock and your order qualifies for Free Shipping, we will ship the balance at no charge.

 If you have chosen Expedited Shipping, the balance will be sent, and you will not be charged for the shipping portion reflecting the out-of-stock item.

Orders are fulfilled on a first-come basis, and we do not make actual or implied promises regarding product availability.

As per out-of-stock items, unless specifically requested via email at support@candyfavorites.com or written in the Notes Section of your order, we cannot notify you if an item is unavailable before shipping.

Please note that we do not backorder out-of-stock items, and should you reorder, you will be responsible for the cost of shipping if your order does not qualify for our Free Shipping Promotion.

After all, Candy is what we DELIVER but service is what we SELL…