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We always strive to make your Candy purchasing experience as satisfying as possible, but sometimes stuff just doesn’t work out! Our returns policy is here to help you identify what your issue is and what the correct process is to get it resolved quickly so you can get back to eating some tasty Candy!
All return/refund requests must be made to our Customer Care department firstname.lastname@example.org within 5 business days of receipt of your order (determined by postal tracking) to be authorised by our team before any product is to be returned. We cannot process any refunds for products returned without an approval. Due to health regulations, any food products must be unused, unopened and have packaging or seals intact.
Refunds for returns exclude shipping costs, and 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.
Please send your pre-approved returns to the following address (no refunds for products returned without prior approval):
Candy Time Online
8/9 Sinclair Street
Since food products cannot be returned unless unopened, and we do not refund for melting, please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please call us before you place your order):
- Quantity: Think through and calculate how much candy you will need for an event or project. If you are unsure, just drop us an email and we will do our best to guide you in your purchase.
- Taste: Manufacturers sometimes change their recipes, and your taste buds change too.
- Color: Some of our products are hand-made in batches and color may vary. Colors may also look different from one computer monitor to the next.
- Brand Variance: Different brands of candy like gummies, taffies, caramels, etc. vary in consistency, texture, firmness, etc. So, the same types of candies made by different brands will not always taste the same (e.g., European-brand gummies tend to be harder than American-brand gummies).
- Heat: If it is warm in your area, stay away from heat-sensitive items as we do not refund for melting! And always make sure someone is around to receive the package. Candy Time strongly recommends that you purchase a poly foam box with your order to help protect heat effected items. Candy Time cannot guarantee a poly box will protect your order 100% from natures elements but it will certainly give your order the best chance. This is something you will need to consider before placing your order on our website.
- Mistakes: Double check your online order before hitting that submit button!
Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 5 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.
Our team is on standby during each working day to pick, pack and ship an order, sometimes within minutes of our customers placing it. As soon as an order is "released" into our fulfillment system (which can be seconds after you push that submit button), it cannot be cancelled. Of course you are welcome to call us and check whether an order has been released and if it has not, we are happy to process your cancellation. However, if a customer care representative sees the order has been "released" into our fulfillment system, they will be unable to cancel it. We have spent an extremely large amount of resources to develop and create this extremely quick and efficient automated turn-around system and if we were to cancel an order already released, that one act would interrupt our entire fulfillment cycle (potentially affecting hundreds of other orders). We appreciate your understanding on this matter and we urge you to please take the time to carefully make your selections before hitting that submit button! If your order has been ''released'', a restocking fee of twenty percent (20%) will be deducted from your refund.
If you are unable to cancel your order but still want to return the products, you have the option of returning or refusing the package once it arrives at your destination (see details above regarding returns and refusing packages).
In the event a claim is made on item/s received that are damaged in transit, Candy Time will request photos of the damaged items. Any refunds applicable will apply to those items that are shown as damaged in the photos received. Candy Time reserves the right to refuse claims where we deem necessary.
INCORRECT SHIPPING ADDRESS:
If the customer provides the wrong address when placing an order, the following shall apply:
- If the order is returned to the Candy Time Warehouse in good condition: Customer will be responsible for the full cost of shipping as well as a twenty percent (20%) restocking fee.
- If the package is returned to the Candy Time Warehouse but the contents are damaged or if the package is lost: No refund will apply.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received. All returns caused by customer error may be subject to a twenty percent (20%) restocking fee.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
HOT WEATHER ISSUES:
Australia can be a hot place! As stated on our FAQ page, Candy Time cannot take responsibility for products damaged in transit due to extremes in temperature if a warm weather shipping method was not used, nor will we replace said product before reviewing the delivery circumstances involved. If questions arise as to perishability, please contact us and we will do our best to provide guidance.
In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within five (5) days after physical receipt of merchandise as determined by postal tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
DELIVERY TIMING ISSUES:
Candy Time does not give refunds due to Australia Post or Couriers taking too long to deliver your goods. Each Courier Service has their own terms and conditions published on their websites. Please be mindful when choosing a delivery option that Australia Post won't guarantee any set amount of time for ground shipments. It is the responsibiility of the purchaser to investigate the expected delivery time frames by visiting Australia Post and Fastway websites respectively. In most cases, 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. Australia Post does have Express Post options if you require your order before a certain date.
Candy Time ships all packages within 48 business hours of receiving your order unless there is a problem with your order in which case we will contact you within this 48 hour business period. Please respond promptly to any of our communication so we can get your package out to you as soon as possible. (For more information about when to expect your order please see the FAQ section on our website).
We cannot unfortunately accept returns on special order products as we have to special order these ourselves.
Due to the limited quantity of seasonal candies, please note that the purchase of all seasonal merchandise (such as Easter, Christmas, or Valentines), perishable or non-perishable, is non-returnable.
In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within two (2) business days of physical receipt as determined by postal tracking. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
REFUSAL OF PACKAGE:
If parcels are refused, original and return shipping costs will be charged to the purchaser's original form of payment.
ORDERS WITH INCORRECT MERCHANDISE:
In the event that incorrect merchandise is received, we will do our best to correct the error in a timely fashion. In the event of an exchange, we will ship corrected merchandise at the shipping service level at which it was purchased. Please note that we are unable to issue credit for any product in which the factory seal or package is no longer intact.
Please note that in order for credit to be issued, notification of order discrepancies must be made within two (2) business days of receipt as determined by postal tracking.