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QUESTIONS AND ANSWERS

CANDY QUESTIONS

SHIPPING QUESTIONS

ORDERING QUESTIONS

PROBLEMS

ABOUT US QUESTIONS

OTHER


CANDY QUESTIONS

I want to have an awesome candy buffet at my wedding! How far in advance should I purchase my candy?

We recommend purchasing at least one month in advance of the day that you will need your candy. Your candy will remain fresh if you keep it sealed and stored at room temperature prior to the event. The one month period allows for adequate time for us to fulfill your order and for any unexpected delay that may occur in postage. It also allows you time to order more candy if your initial quantity estimates are off. (Or if you binge on the candy yourself before the big day!)

Will you send me a sample before I buy?

We can't open cases of products, so we don't send samples. However you can visit our warehouse so you can visually inspect the product so you can see the size, shape and importantly the ‘real’ colour of a product (colours on computer monitors and printers vary greatly).  You can also visit one of our stores where you can purchase a small quantity of the product to see if it suits your needs.  If you intend to visit a store to have a look at a product, please give them a quick call first to avoid disappointment if you visit and we are out of stock. Find our store details here.

I want to create a candy buffet for a party with xxx guests. How much candy and what types of candy should I order?

Please visit our Candy Buffet page and read our Tips & Tricks for useful information on what type of candy and how much candy to order for your special event. Get inspired by our candy buffet photos, and shop by Color and Occasion to create your own custom candy buffet.

How clean is your warehouse?

At Candy Time, we ensure that our warehouse is clean, tidy, and organized so that our customers always receive the freshest product in perfect condition. We have regular pest inspections to ensure that there are no creatures with a sweet tooth that may try to meddle with our candy. Plus, our warehouse is always kept temperature controlled which guarantees that our chocolates are kept at ideal temperature and not melted in any way.

Do you have Gluten Free candy?

Absolutely!  Hard candy, gummies, sauces, chocolate and more. We even have them all organised in a special section right here. You will be surprised at how much of our candy and chocolate is gluten free, a great deal of our USA candy is gluten free is because they use corn for their starches and texture because that is their most abundant crop where in Australia it is predominantly wheat.  When evaluating if a product is Gluten Free we abide by the guidelines from the Coeliac Society of Australia.

If we have categorised a product as gluten free but “Modified Starch” or similar is included in the ingredients list, we have determined that starch to be from a different source such as rice or corn.

Please not that some foods labeled Gluten Free may contain very low trace amount of gluten (20ppm or less).

We make every effort to provide you the most correct and timely information regarding the Gluten in products, however this information is provided on a best effort and we cannot make guarantees on any products even if they state gluten free on the packaging as manufacturers can substitute ingredients or could label the product incorrectly.  If you suffer severe reactions to Gluten, we strongly advise you to do your own research on the products of interest to you and also drop us an email to customercare@candytime.com.au, we are always here to help.

Do you have Sugar Free candy?

We sure do! While it is not a big range, it is definitely a case of quality over quantity! We only stock a select range of sugar free products that we feel taste just as good as their normal counterparts. So if you want to indulge in tasty treats without the sugar, they can be found right here.

Where can I find an ingredients list for your products?

We understand that some people have allergies to certain ingredients or you would just like to know more information about the candy you would like to buy.  Due to the huge product range we stock, it would be nearly impossible to provide ingredient information on all of the products we stock and at the same time ensure it remains accurate and up to date if manufacturers make any changes.  If you would like the ingredients listing for any particular product, please email us at customercare@candytime.com.au and we will happily get back to you with the most up to date information straight from the product label.

I am allergic to a certain ingredient, can I get allergen information for a product?

Yes you can. Just as if you would like ingredient information for a product, to enquire about allergen information please email us at customercare@candytime.com.au and we will happily get back to you with the most up to date allergen information straight from the product label including trace amounts during manufacture.

Do you sell products near or past their Best Before date?

There is a lot of confusion about Best Before and Use By dates so let’s explain the difference first using the Food Standards Australia New Zealand guidelines:

Foods that must be eaten before a certain time for health or safety reasons should be marked with a use by date. Foods should not be eaten after the use by date and can’t legally be sold after this date because they may pose a health or safety risk.

Most foods have a best before date. You can still eat foods for a while after the best before date as they should be safe but they may have lost some quality. Foods that have a best before date can legally be sold after that date provided the food is fit for human consumption.

As confectionery is a stable product as per the Food Standards guidelines, all of our product range has a Best Before date, we do not stock and products that have a Use By date.  Most manufacturers will put a Best Before date many months before any loss of product freshness is noticeable as they want you to be eating their product at its optimum quality.  As the importing process on many of our products can take many months as the products travel over a great distance, sometimes we will have products for sale with only a short while left on the Best Before date.  We prefer to still stock these products and have them available to our customers rather than deleting a product from our range.  Most of our customers are happy with this compromise as they can still enjoy their treat from a world away! If a product is past it’s Best Before date, we will still sell it as we are legally able to however we will always make every effort to have that product discounted  to compensate for any loss of quality.

The Food Standards Australia New Zealand website: http://www.foodstandards.gov.au


SHIPPING QUESTIONS

How much does shipping cost?

We only charge you what the shipping calculator charges based off your purchase and destination address, we do not make any money from shipping. What it costs you, thats what we have to pay to get it shipped to your door and we often will absorb any extra chages that may arise for instance if a package ends up heavier than expected.

Why is shipping so expensive?

We agree, shipping can be expensive, especially to the western half of our sun burnt continent. We are located in South East Queensland.

Unfortunately, shipping costs are mostly determined by weight and bulk candy has a high shipping-to-product-cost ratio. Here is an example: you purchase a diamond for $1,000 and the shipping cost will be say, $20 (2% of the price of the diamond); on the other hand, when you purchase $1,000 worth of candy, your shipping cost will more likely be $200 (20% of the price of the candy). Products such as jewelry, CDs, electronics, clothing, and flowers are light; therefore, their shipping costs will not represent a large percentage of their total order cost. Lollies, for better or for worse, outweigh the competition!

Does Candy Time ship to New Zealand?

We are working on integrating shipping to New Zealand into our shopping cart process.  In the meantime, please drop an email to customercare@candytime.com.au and we will personally work with you to get your order across the water to your door.

How do I know chocolates and other heat-sensitive candies won't melt in transit during warm weather, especially summer?

Unfortunately, we cannot guarantee that certain candies will not melt, BUT we do our utmost to safeguard against it. We recommend that you purchase an gel-ice pack and poly foam box with your order when shipping products susceptible to heat (eg chocolate) during the warmer months. Unfortunately, gel-ice packs only last approximately 24 hours, so they cannot fully prevent heat exposure. As shipping is at times unpredictable and effectively out of our hands once the package leaves our warehouse, please remember that we do not refund for products melted during transit. You could consider ordering candies that are not as heat-sensitive during times of warm weather or drop into one of our stores or our warehouse to shop if you live in South East Queensland.

I just placed my order. When should I expect my candy?

Short answer: 3 to 4 days is the general rule of thumb for most shipments. Candy Time reserves at least 2 business days to get your order together with the exception of the Australia Post Public Holiday, in which case we will process orders within 3 business days. We will contact you by phone or email within the first 48 business hours of you placing your order if there are any issues or order alternations that need to be made. Once you have responded to our contact, a new shipping time frame will be allocated based on agreed terms/adjustments communicated. If you fail to respond within 48 hours Candy Time will make a decision for what we believe to be the best for your shipment in order to get the order out to you. After that, Australia Post won't guarantee any set amount of time for ground shipments. Usually, though, they get anywhere within Australia (apart from some regional areas – and boy do we have em’)  in less than 5 business days. Fastway Couriers allow a similar time frame for deliveries to metro areas. If you have placed an order and selected Store Pick up, we do need your order to be in by 12pm on the day prior to delivery - this is because our delivery van leaves our warehouse bright and early on delivery day! 

I just placed my order and selected the 'please quote me on shipping' option. What happens now?

Australia Post and Fastway Couriers have weight restrictions on parcels so if you've filled up your shopping cart with lots of candy that goes over these weight limits, you can still proceed to check out and select 'please quote me on shipping' option when placing your order. Once your order has been picked and packed, our warehouse team will contact you with a shipping quote. We will always quote the cheapest option to ship your candy and Candy Time reserves at least 2 business days to get your order together and get the shipping quote to you. However in the case where we are unable to get hold of you within two weeks week of you placing your order, your items will be reshelved and allocated to other orders. A restocking fee of 20% will also apply and will be deducted from any refund applicable. 

Can I include additional delivery instructions?

You can leave delivery instructions that may help Australia Post or a Courier to find your house such as "Next to Coffee House Cafe". Instructions to leave the package with someone else "Leave package with Jim 2 doors down" or otherwise will probably be ignored however.

Can I pick up my candy order myself at your warehouse?

Absolutely! If you live in the Brisbane-Gold Coast  area you can save on shipping costs and arrange to come by our warehouse at Unit 8/9-15 Sinclair Street, Arundel QLD 4214 to pick-up your order. But, you must submit your online order first, and make sure you have received a phone call or email from us detailing that your order is ready for pick-up before coming in. Keep in mind that we require up to two business days to process your order. If you have a fast-approaching a deadline or plan to be in the neighborhood on a specific date, call us first and we will let you know if we can rush the order through for you. We look forward to your visit!

Our warehouse location map can be found here.

Does Candy Time ship to countries outside of Australia?

We will currently ship to New Zealand on request and will consider other countries on a case by case basis.  Please contact customercare@candytime.com.au with your enquiry.


ORDERING QUESTIONS

What is the minimum order amount at the Candy Time store?

NO MINIMUM ORDER!

It does of course make sense to purchase more items at one time rather than separate smaller orders as you will save yourself some shipping costs.

If you like the idea of no shipping charges, we give you the option to pick up your order at any of our stores (except Mackay) or you can pick up our order directly from our warehouse if that suits you best!

Is the Candy Time Online store secure?

Yes, the Candy Time store is verified secure by Norton VeriSign and all information is stored remotely on our secure servers. The site utilizes security monitoring and 128-bit encryption of all critical data. Only encryped credit card information is saved (no credit card numbers or other sensitive data).

I think my credit card is being charged twice for an order?

Don’t you just love banks? Banks often require a pending authorization in addition to the actual charge on your credit/debit card. This is why you see the "charge" twice. You will only be charged once and the pending authorization should be removed by your bank within 7-10 days. If the pending authorization is not removed within that timeframe, make sure to call your bank.

Why do you want my telephone number?

So we can sell it to telemarketers who will bother you in the middle of dinner to see if you really are happy with your phone service!  Just kidding- Seriously. We promise not to use your number unless we need to contact you regarding your order (i.e. If we're out of stock, or would like to suggest a cheaper replacement item, etc.)

Why do you want my email address?

We won't clog your inbox with SPAM and we certainly wouldn't ever sell your information to other companies to solicit you (we have suffered spam just like you!). We only ask for your email address in case we need to get in touch with you- that's it!

Does Candy Time keep my information private and secure?

Yes. We take the safety of your personal information very seriously. We use a wide array of electronic and physical security measures to protect your personal information from unauthorised access.

What forms of payment do you take?

When shopping with our online store we accept the following payment types:

  • Credit Cards: Visa and MasterCard
  • PayPal

We do not accept Cheques, Money Orders, or Bank transfers because they offer less protection for both you and us, and quite frankly they are old and clunky and slow down our streamlined order process - which means your Candy would take longer to get to you! 

If you aren’t keen on using these payment types for your order, you can always come and visit us at one of our 10 shopping center locations and buy all of your favourites with some cold hard cash!

Do you guarantee that I will be satisfied with my order?

We will always make every effort that your candy buying experience is not only satisfactory but really awesome because we want you to be happy with your purchase and we want you to come back! If you receive candy that is broken, damaged, or not the item you ordered, please call or email us within 2 business days of receipt of the order, as determined by postal tracking and we will do our best to assist you. Unfortunately, we cannot guarantee chocolates or any meltable items. We cannot accept returns for an item that does not taste how you thought it might or remembered it to be. Also bear in mind that all photos on our website are indicative only and packaging might have changed.

I've absolutely got to have my candy next week, tomorrow, yesterday! What do I do?

Email us to let us know before hand and we will help you the best we can. We will try to push the order through as a rush and you may be able to pick up from a store to save shipping time?

Who may order from Candy Time Online? Do you sell to businesses only?

We don’t care who you are, we all have taste buds don’t we? Individuals can order everything on our website from a single candy bar to a 10kg box of skittles!!! (don’t eat them all at once). Our awesome online pricing is only available through our website though, not through our Candy Time Retail Stores! So if you want to stock up and take advantage of our online prices whilst still heading in store, you can do your order online and select the store pick up option!  

I noticed that you have a "Promo Code" area on your order form. How do I get a promo code?

Become a Member, sign-up for the Candy Time Newsletter, or like us on Facebook to be the first to hear about special promotions, contests and promotions throughout the year! 

Do you have an Rewards Program of any sort?

Coming soon!!

Where do I need to go if I click the "store pick up" option when ordering?

Please make sure you select the correct store when selecting ‘store pickup’ for your order as that is exactly where your order will be waiting for you.  If you need an order moved to a different store, a fee will apply and your order may be delayed in getting to the different location.

Please note the Stores opening hours can be found on the store location page here. A Candy Time team member from your selected store will give you a courtesy call once your order has arrived, just so that you know when its ready to collect. If selecting Store Pick up during Checkout, take note of the day that each store receives their deliveries; in order to receive your order by the delivery day of your nominated store, your order needs to be placed by 4pm on the day prior. So for example, Garden City receives their deliveries each Wednesday so all Store Pick up orders for Garden City must be placed by 4pm Tuesdays. In the case of a public holiday we will generally deliver all Store Pick up orders a day earlier to avoid delays.

Our warehouse is open for order pickup from 9am until 5pm Monday to Friday.

Do you offer wholesale prices for businesses?

Our very competitive wholesale prices are available to all businesses, big or small! We offer single product purchase, tier pricing (eg. 5 or more of the same product will reduce the price) and the bulk quantity wholesale price on all products. Our clients range from small business to large corporations. If you are a business and would like some more information, contact us here.

Do you price match?

Candy Time does not match prices for products found elsewhere at stores or on the internet.

I selected store pickup but I can’t get into the shops for a while to go and get it, what happens?

If you can't make it to the store you selected, that Candy Time store will hold your order for pick-up for up to one week. Please note that orders that are not picked up within the specified timeframe may be subject to a 10% restocking fee unless a prior agreement is made with our Customer Care Team. We are here to help so if you have a problem with picking up your order, give the store a call or email customercare@candytime.com.au


PROBLEMS?

I received the wrong candy. What now?

First, we respectfully ask that you double check to make sure that you didn't get what you ordered. Look over your order confirmation- it was emailed to you on the day you placed your order. Also, large orders that are shipped in several different boxes may arrive on different days. If you're certain we sent the wrong item,

I'd like exchange my candy. What now?

To protect our customers’ health and safety we cannot accept returns on opened products.

The customer is responsible for shipping the products back to us in their original condition. A 20% restocking fee will be applied to all returns. Check out our detailed return policy here.


ABOUT US QUESTIONS

Who is Candy Time?

We are an organisation that is all about delicious Candy and nothing but! Please see our About Us page for some more info.

Do you people just eat candy all the time?

Yes. It’s called quality control ;)

Apart from your warehouse, do you have a store location where I can browse and shop?

No… We have 10 of them! We are based in Queensland and have a store in most major shopping centres, please check out our store locations page for more info.


CAN'T FIND THE PRODUCT YOU ARE LOOKING FOR?

Contact us and we will try our best to find it, or possibly be able to provide you information on why it is not available for example a product may no longer be made or might not be allowed in the country.  That way as least we can save you a fruitless hunt!

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