Please familiarize yourself with our Returns Policy as stated below, whether your order is placed via the internet, telephone or fax.
We are unable to accept returned merchandise or issue credit for any order returned without preauthorization, due to health and insurance regulations. To receive return authorization, please send an email to firstname.lastname@example.org, and include your original order number, last name and a brief explanation of the reason for your return. If the return qualifies, we will reply via email with a Return Merchandise Authorization (RMA) # that must be printed on the mailing label.
Upon receipt of our return authorization reply, please send your package in its original packaging to:
Boxes containing all returned merchandise must be clearly marked with the shipper's name, original invoice number and RMA#. Merchandise returned without preauthorization will not be issued credit and may be refused upon attempted delivery.
To ensure quality control, all damage, discepancy or shortage claims must be reported within twenty four (24) hours of verified receipt of merchandise. Claims submitted after this deadline can not be honored.
Please note that credit can not be issued on orders returned more than ten (10) days after customer receipt as verified by order tracking.
We can not issue credit for products not in original packaging or whose packaging is not intact. Upon arrival at Village Candy, returned merchandise must be in the condition in which it was received by the customer. We leave it to the discretion of the purchaser to choose a return method that safeguards their product from temperature extremes. Please note that we cannot issue credit for returned merchandise that it is not resaleable, unless it was received by the customer in the same condition.
CANCELLATION AND/OR REFUSAL OF PREVIOUSLY PLACED ORDERS:
If you wish to cancel your order, it must be done via e-mail within twelve (12) hours of order placement. In the event that an order is cancelled more than twelve (12) hours after it has been placed, the purchaser will be responsible for a twenty (20) percent restocking fee. Please note that we are not able to accept order cancellations by phone.
In the event that overnight delivery is chosen, your order will ship the day it is placed unless it is received after 4:00 PM Eastern Standard Time in which case it will ship the following business day. Expedited Orders placed over the weekend will ship on the following Monday. Due to the nature of Expedited Delivery, once an order has been processed, it can not be cancelled.
If the order is en route and delivery is refused, you will be fully responsible for the cost of shipping as well as the cost of return service; if your order qualified for free delivery, you will be credited for the cost of merchandise, less a restocking fee, less the actual cost of shipping in both directions.
WARM WEATHER ISSUES:
As stated under the Warm Weather Shipping heading on the Shipping page, we can not take responsibility for products damaged in transit due to extremes in temperature nor are we able to replace these products. 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 two (2) days after physical receipt of merchandise as determined by UPS or USPS. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
INCORRECT SHIPPING ADDRESSES:
If an order is unable to be delivered due to an incorrect address as provided by purchaser, and returned to Village Candy, the purchaser will be responsible for the full cost of shipping, in both directions, as well as a twenty (20) percent restocking fee. This applies to orders that are being shipped to regular and third party recipients. In the event that a package is lost due to an incorrect address provided by purchaser we will not be able to issue refunds for products damaged, lost or stolen.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to the address provided above and must be in the same condition as received. All returns caused by customer error are subject to a twenty (20) percent restocking fee. Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
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 meets their needs.
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. For instance, if the incorrect merchandise was shipped via UPS Ground, it will be shipped at UPS Ground.
In the event that you opted for expedited delivery, we will refund the full delivery cost.
We will issue an RMA# for the return of incorrect merchandise and, upon receipt, will issue credit accordingly. Please note that we are unable to issue credit for any product in which the factory seal is no longer intact.
In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within one (1) day of physical receipt as determined by UPS or USPS. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
ORDERS LOST IN TRANSIT:
In the event that a product is lost in transit, we are only able to issue credit for up to $100 regardless of the dollar amount of the order. All additional requests for compensation must be filed with the original carrier. Should you choose to purchase additional insurance, please contact us.
SHIPPING TO APO ADDRESSES:
We try to be of service to the Armed Forces, but are unable to provide tracking, nor calculate time in transit, for orders shipping to APO or FPO Addresses.
All APO or FPO orders are shipped at the risk of the purchaser and should questions arise, we encourage you to contact the US Postal Service.
We will do our best to provide pertinent shipping information but can not take responsibility, nor issue credit or refund, for products damaged in transport or not received.
Due to the limited quantity of seasonal candies, please note that the purchase of all seasonal merchandise, perishable or non-perishable, is not returnable.
On special orders that constitute purchases above normal inventory levels, all sales are final.
In the event that we do not have a product in stock and said product is specifically ordered to fulfill a customer’s request, that would constitute a “special order.” This applies to merchandise ordered, whether by phone or via the website, as well as any order that is shipped directly from the manufacturer.
We can not issue credit for orders not delivered on specific dates unless the order is shipped by an Expedited Shipping option. Orders shipped by ground delivery fall within UPS or USPS delivery guidelines which vary from state to state. Although we do our best to get orders en route as soon as possible, we can not guarantee same day service on orders less than $49.95 or orders that qualify for Free Delivery, unless you choose Rush Delivery service.
If you are in need of delivery by a specific date, please contact us and we will do our best to advise you and help you choose an appropriate express delivery option.
OUT OF STOCK ITEMS:
In the event that a product is unavailable, you will not be charged for said item.
In the event that an item is out of stock and your order is over $49.95, we will ship the balance at no charge. If you have chosen Expedited Shipping, the balance of your order will be shipped and you will not be charged for the portion of shipping that reflects the out of stock item.
Though our web site reflects real-time inventory as accurately as possible, this should only be taken as a guideline, with no guarantee of availability neither expressed or implied. We try our best to maintain accurate inventory, but errors are inevitable. All orders are fulfilled in the order in which they are received.
As per out of stock items, unless specifically requested via email at email@example.com or written in the Notes Section of your order, we may be unable to notify you if an item is unavailable prior to shipping
We do not backorder out of stock items and should you reorder, you will be responsible for the cost of shipping.
PRODUCT & IMAGE DISCREPANCIES:
We strive to provide up to date product information and images but there may be times when a manufacturer chooses to change product appearance, formula or packaging without prior notification and this may not be reflected on our website. If the product that you receive is correct by manufacturer’s specifications but different from the information or image listed on the site, it will be the responsibility of the purchaser to return it at the discretion of management.
You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item.
ITEMS THAT ARE NOT RETURNABLE:
VillageCandy.net does not accept returns of the following items: