FAQs About Ordering, Shipping Policy & Returns
May I have samples of wrappers, stickers or candy?
We do not offer samples, but most of our personalized products have a low minimum to place an order. If you need a specific color (like a Pantone color for a business logo), you may contact our customer service team to further assist you.
When do products ship?
We know you want your sweets ASAP. So, we work to get your order to you quickly.
October through April, orders that include a personalized item and a proof that is approved by you, the customer, by 10 am EST non-holidays M-F, will ship the same day. Orders that do not include personalization and that are placed by 10 am EST non-holidays M-F will ship the same day.
In May through September, due to warmer weather, orders placed by 10 am EST on non-holidays M-W usually will ship the same day. We do not ship items on Thursday or Friday to ensure your order doesn’t sit in non-transit on a delivery truck during a weekend to safeguard from the candy melting or reducing in quality. Saturday UPS delivery is available to most zip codes. Please contact our customer care team to request this service.
Where do products ship from?
All products are assembled with care onsite at our climate-controlled warehouse located in northwest Cincinnati, Ohio.
How are shipping costs calculated?
Shipping costs are based on the customer's choice for level of shipping service, depending on whether you choose Economy, Expedited, 2nd Day or Next Day service. Also, shipping is charged per recipient address. If you wish to ship items to multiple addresses, please download and use our multiple shipping addresses form.
We are pleased to ship all products to the United States and Canada. We ship wrappers, stickers, tins, and other non-food items by International Express Mail (EMS) or Priority Mail to Australia, Mexico and United Kingdom, but cannot guarantee delivery by any certain date.
Shipping Policy & Information
Order Processing and Production Time
We want you to have your order as soon as possible. Orders placed by 11 am EST M-F Ship Same Day (add one business day for orders of more than 5,000 pieces). Your order will arrive no later than the date shown on your preferred Shipping Method during checkout. Requests to change your order or delayed proof approval may impact your delivery date.
Drivers deliver between 8 am – 8 pm to residential addresses. Deliveries to businesses are made during posted business hours.
UPS offers the convenient option of having your package held for pick up at a UPS Office retail location. These locations are often open late so this can be a great option if you won’t be home. Keep in mind that chocolate and other candies can be affected by the heat.
We are happy to ship gift items or candy to multiple destinations. For 4+ locations download our Multiple Recipient Excel Form. Send us your completed form, and we’ll return an emailed shipping quote within 24 business hours. we’ll do the rest!
Processing & shipping charges are per recipient location and based on merchandise value. Checking addresses carefully ensures timely delivery. Additional charges apply when an address is incomplete or incorrect.
For less than 4 locations please enter as separate orders through our website.
Military and PO Box Deliveries
We're happy to ship to APO/FPO military destinations and PO Box addresses. Limited tracking and delivery information is available. Transit times range from 2 to 7 business days within the contiguous U.S. Please allow an additional 1-2 weeks for delivery to overseas military destinations, or U.S. outlying areas of Guam, Puerto Rico and the US Virgin Islands.
Due to the extended transit times with this service our ice-packaging for warm weather is not available. Consider purchasing wrappers only when temperatures exceed 75 degrees.
If you'd like to bill shipping charges to your personal or business UPS account, contact us with the details of what you’d like to order and we’ll return a quote quickly.
ORDER CHANGES & CANCELLATIONS
How may I change or cancel my order?
We start working on your order as soon as you hit submit. We work fast, so once you place an order with Just Candy by phone or online, it has begun to process. We will try to accommodate requests for any changes you may have, or an order cancellation, but we cannot guarantee the ability to do so with an order. If an order is already packaged for shipping, you would need to place a new order to accommodate changes and receive your additional items.
Returns / Refunds
We want you to have a great experience form the time you look at our site, until you experience your candy or favor at your event. We take a great deal of care to ensure your order reaches you in perfect condition. Personalized assembled candies, assembled favors, and gift set items are carefully assembled so that stickers or labels are centered and straight, wrappers are not twisted or bent, and your product is something you will be pleased to receive. As a result, we rarely have a customer request a return. If you feel this is something you wish to do, please contact our Customer Care Team to discuss.
There are a few things that are not eligible for a return:
- Candy or any edible product
- Personalized items
- Items that have been altered by the customer or a third-party
Products eligible for returns (such as favor tins and bags, or candy containers) must be in unused condition and may be returned no later than 10 business days from the date the order was delivered. You may choose your own shipping method to send us your returned product; however, we strongly encourage you to also get tracking information and delivery receipt, as we cannot be held responsible for crediting your account if you cannot verify that the product was returned to our facility. All costs associated with the product return is at the customer's expense and is not refundable. A credit will be issued to your account within 30 days, and will reflect the price you paid for the return product, less any shipping costs. All returns are subject to a 15% restocking fee.
If there is an issue with your order, please contact our customer care team. Keep all products in their original packaging until the claim is settled.
Damaged or Missing Products?
Claims for defective or missing product(s) must be filed with Just Candy within seven (7) non-holiday business days of your order’s delivery date based on the proof of delivery from the transit company. Please contact our Customer Care Team to initiate the filing of a claim.
If your items arrive damaged or misprinted, a photo of the items is required to help us determine the cause of the issue. This will help our team determine what went wrong, file a claim with the transit company, and begin the process of fixing the issue for you. Keep all products in their original packaging.
Hot Weather Shipping
Some candies and sweets are sensitive to hotter temperatures in the spring, summer and fall months. Chocolate, marshmallow and gummi or jelly candies may melt or get sticky in hot or humid environments. While this may be perfect for fondue, it’s not for your candy order. So, to ensure your product arrives in great condition, “Heat Sensitive”* items will have shipping restrictions during hot weather months. When ordering, keep the following in mind:
- Temperatures differ from state to state, so shipping restrictions may be in effect for some states but not others.
- Your order is being shipping from our temperature-controlled location in northern Cincinnati, Ohio. We check to ensure your order is of perfect quality prior to sealing the package for shipment. However, we cannot guarantee that your candy will arrive in the same perfect condition. For this reason, we do not provide refunds or replacements of product damaged by high temperatures.
- If your order contains a heat sensitive item, Economy shipping will not be offered as an option due to the longer time in transit.
- Any order containing a heat sensitive item is shipped via Expedited in an insulated package with an ice pack to protect the candy from melting in heat during transit.
If an order has a heat sensitive item and the order is placed after 10 am EST Wednesday, the order will not ship until Monday, except when the order:
- Is placed before 10 am EST Thursday and shipping to a business address with a 1-day transit time for delivery on Friday.
- Is placed before 10 am EST Thursday and shipping to a residential address with a 2-day transit time for delivery on Saturday.
- Is placed before 10 am EST Friday and shipping to a residential address with a 1-day transit time for delivery on Saturday.
* Heat Sensitive items will be noted on the item description page on the website in the bullets.