Packaging/Processing Times

We reserve at least 3-12 business days to package and process your order. Orders placed after 2:00 PM PST on Friday or over a holiday will not be received until the following business day. Please be aware of this when selecting your shipping method. If you need to rush your order please contact us so we can do our best to accommodate your time-sensitive order. If you choose store pickup and decide later to have the order shipped we will either ask to charge your credit card the shipping fee or send a PayPal money request form for the shipping fee. If we do not receive the payment within 48 hours we will cancel your order and charge a 20% restocking fee.

If you placed an order for store pick-up, we will notify you via e-mail when your order is ready to be picked up.

Orders for customized products can take up to 3 weeks for processing in addition to time in transit for delivery.

**NOTE: When weather exceeds 70 F° we don't ship out candy on Thursdays and Fridays.**

Canceling a Order after being placed

If you change your mind on an order placed, it is no problem. You must cancel it with us no more than 15 minutes after you placed the order. If you would like to cancel your order and it was already shipped out after the 15 minutes; then you will need to return the package to us and pay for shipping. You will then be charged a 20% restocking fee from the total invoice and if there are any damaged items in the shipment back to us, you will not receive a refund for those items. Canceling an order after 15 minutes and it has not been shipped out, you will be charged a 4% processing fee + a 15% restocking fee.

Orders needing confirmation to process

As a small business, we take the necessary precautions to verify orders. We will make 3 attempts in order to contact you by either email, phone or both. If we cannot verify the order properly and you fail to contact us, we will cancel and refund the order. Any canceled orders will result in a 4% processing fee.

Order Pick-up

Our store is located in La Mesa, CA. You are always welcome to pick up your order and avoid shipping costs. Just be sure to choose the Store Pickup option at checkout. You will receive an email as soon as your order is ready for pick-up. It can take up to three business days to have your order ready. In order to pick-up your order you MUST BRING a copy of the order.

Pick-up Hours:

Monday to Friday 11:00 AM to 5:30 PM PST

Note: If you haven't received an email stating that your order is ready for pickup, call us before coming to our store. If you come and your order is not ready for pick-up we will not be able to give it you.

"Undelivered" Packages

Shipping carriers will attempt to deliver your package on one or two separate occasions, each falling on business days during normal delivery hours (9:00am-7:00pm). If the shipping carrier driver is unable to deliver your package because you are unavailable to accept it on all attempts, your package will be shipped back to our store. At that point, the following options are available:

If you would like your order to be reshipped to you, you are responsible for paying a Return-to-sender fee (which is the original amount of shipping) and the cost of reshipping your package to you.

If you would like to cancel your order, you are still responsible for the Return-to-sender fee (which is the original amount of shipping), a 20% restocking fee and anything items damaged during transit.

Incorrect Shipping Address

Sometimes when creating shipping labels, our Shipping Software can detect when an address is wrong. If that is the case, CandyMeUp.com will contact you via email. If we don’t hear from you within two business days after the email or phone call is sent, CandyMeUp.com will cancel your order and customer will be responsible for 20% restocking fee and anything items damaged during transit.(which will be deducted from refund).

If a package is returned to us, customer will be responsible for original shipping in addition to the shipping carriers Return-to-Sender fee (which is the original amount of shipping) plus a 20% restocking fee. If package gets lost or damage, no refunds apply.

If customer wants to change shipping address while package is in transit. Call us at 619-724-6007 Monday to Friday from 10:00 am to 3:00 pm PST. A fee of $20 per box will be charge for address changes.

Signature at Delivery

For the protection of our small business and customers, Candy Me Up adds a signature to all orders above $80.00. If you cannot accept the package at the time of delivery, you must call the carrier to schedule another time the customer is available for acceptance or have the carrier hold the package at the facility to pick up. If you are not able to sign for package and your order gets returned back to us, customer will be responsible for original shipping in addition to the shipping carriers Return-to-Sender fee (which is the original amount of shipping) plus a 20% restocking fee and any damages in the shipment.

Damage Packages

It rarely happens, but damages incurred during transit are beyond our control. If you find that your order is damaged upon accepting delivery of it, you must keep ALL of its original packaging and call/email us within 24 hours of receiving the package. You will need to take multiple pictures of the original content inside the packaging and also pictures of the outside of the package. CandyMeUp.com will then determine if your damages can qualify for a refund or not. We will put through a claim with the shipper you chose and can take up to 90 business days before we get an answer and a potential refund. If we are denied then we will not give you a refund for the items. This is done to ensure that the shipping company will reimburse us for the damages in order to accommodate you. If you throw away the original packaging or do not agree to our policy, then we cannot further help you. We will not resend out new product for replacements.

Lost/Stolen Packages

It rarely happens, but when your package says it has arrived and you have not received it, you must notify us by calling or emailing us within 24 hours of the package being delivered. You then will have to call the shipping carrier that same day or asap to let them know that there was no package delivered to your address and you must provide them your tracking number. They will then investigate if the driver did indeed drop it to the correct address. Please be patient with the shipping carriers as they have technology to track their driver's every move. If the shipping carrier decides that it was indeed delivered to your address then we cannot do anything since your package could have been stolen. Any stolen packages cannot be refunded by CandyMeUp.com. For any lost packages, CandyMeUp.com can put through a claim but it will take up to 90 days for a decision by the carrier and you must get in touch with us within 24 hours of the lost package or we cannot help your further. If the carrier is not in our favor, we cannot issue you a refund for the candy that is missing.

Candy Ordered Doesn't fit shipping Package

If you have chosen FedEx or USPS, these are Flat Rate shipping packages and come in certain sizes. If you chose one of these shipping companies and we cannot fit your candy in their specific shipping bag/box, we will use another shipping carrier to send your items without notifying you. FedEx and USPS take the same amount of time for transit. CandyMeUp.com is not responsible for delays in shipping since this is out of our hands.

Random Inspections

Very rarely, shipping carriers will conduct routine inspections on randomly chosen packages. In the event that the package containing your order is chosen for inspection, it may delay the arrival of your order by 2-3 days. The time in which the package containing your order is held for inspection does not count towards its total time in transit. Unfortunately, in the event that the package containing your order is chosen for random inspection, we do not accept returns or cancellations.

Severe/Inclement Weather

In the event of severe/inclement weather, there may be a possibility that your order will not reach you by the initially estimated time of arrival. If you live in an area that is affected by severe weather during certain times of the year and must receive an order by a particular day, we ask that you take that into consideration and place your order well in advance. Despite their efforts to provide continuous quality service, the shipping carriers we use do not conduct pickups or deliveries in severe weather conditions to ensure the safety of their employees. However, contingency plans are in place to ensure that items arrive to their final destination as weather permits. Therefore, we do not accept returns or cancellations for orders that are delayed due to inclement weather conditions.

Returns

For the health and safety of our customers, we DO NOT accept returns on any edible products. We only accept returns of non-edible items that have not been used and they have the original packaging. We are not responsible for returns on incorrectly ordered items.

Refunds do not apply if products don’t arrive on time. CandyMeUp.com will NEVER GUARANTEE delivery times. It is customer responsibility to select proper shipping methods and with no less than 2 weeks of advanced of the day needed.

All returns need to be approved by CandyMeUp.com. If you want to return a product, you have to contact us within 2 business days of receiving your order (we can determine this by using Tracking Number). Products need to be unopened and with original packaging. Refund for returns exclude shipping costs and a 20% restocking fee. Customer is responsible for shipping the products back to our store and if the product damages shipping back to our store, the customer will be responsible for full cost of that item. We do not do refunds for returned items without prior approval.

CandyMeUp.com

Attn: Returns Department
5500 Grossmont Center Dr, Ste 422 La Mesa, CA 91942

Ground Shipping

CandyMeUp.com shipping is handled by UPS, USPS and FEDEX. UPS Ground business delivery time takes anywhere from 1-7 business days. USPS delivery time takes anywhere from 2 - 7 business days. FedEx takes anywhere from 2 - 5 business days. Keep in mind that delivery days do not include CandyMeUps' order processing time.

Express Shipping

Keep in mind that delivery days don’t include CandyMeUp order processing time. We recommend using this option when you order melt-able products during the summer.

*NOTE* At Candy Me Up, we strive to serve our clients the best way possible. If you choose to change the shipping option you originally selected to a different service we do charge a $5 adjustment fee.