Shipping policy

Thanks for Ordering From Us!

We're a small-but-mighty, family-owned/family-run business that processes everything with care from our neighborhood candy store just outside of Chicago. 

Our processing times (the time it takes for orders to be packed & labeled) range from 1-3 business days under normal circumstances. However, processing times may increase as we face growing demand!

The estimated delivery times provided at checkout rely upon carrier-provided estimates. Those delivery times are estimates only, and are NOT guaranteed by UPS, USPS, or Candycopia. Please understand that Candycopia is not responsible for shipping delays that take place while in the carrier's hands, (often due to weather or carrier routing errors). Refunds or cancellations will not be provided for delayed deliveries.

Email confirmations are sent to the address provided at the point of ordering. If you didn't receive a confirmation email from us, please verify the email provided on our website, or associated with your SHOP account. Also, check SPAM/Junk folders as our messages may have been filtered out.

Tracking information is emailed to each customer upon processing, and delivery updates should indicate the estimated day of delivery.  Please track your order's progress so it may be claimed immediately on arrival.

If Your Order is Missing on Delivery:

Contact the shipping carrier directly and give them your order tracking # to make them aware of the issue.  Carriers have more detailed tracking information that can be used to isolate/remedy potential issues.

You must notify us by email within 24 hours of the missed delivery date to confirm that the carrier is investigating your issue.

The carrier will investigate if the driver did indeed drop off your package at the provided address.  If the shipping carrier determines the package was delivered to the provided address, then a refund/replacement package cannot be issued as the package may have been stolen. Any stolen packages cannot be refunded or replaced.

If the shipping carrier determines that the package was lost, please contact Candycopia with proof of this determination and we will refund or replace your order.

Finally, please note that the vast majority of orders missing upon delivery are resolved quickly by the respective carrier.  Don't lose hope if you experience a delay.  But, DO contact the carrier ASAP to increase the odds that your issue is resolved.

Hot Weather/Summer Shipping Advisory:

Ice/Express shipping is available at checkout. Please be advised, however, that we make no guarantees that your items will not melt in extreme heat.  If an item does melt, please allow it to cool before handling or attempting to open.  Refunds will not be given for heat-damaged items - buyer assumes all risk. If you feel your package may require additional ice packs or special handling, please reach us via the "Support/Contact" field, below.

Please note, USPS and UPS do not consider melted items to be a valid damage claim. Carriers do NOT air condition their cargo.  Please be aware of the weather in the delivery area, and ship items to indoor drop-off points whenever possible.  Most damage seems to occur at the point of drop-off where packages are subject to sunlight or other elements.

Incorrect Shipping Address

If a package is returned to us (due to an incorrectly provided address, or is refused by recipient, etc.) the customer will be responsible for the original shipping charges. If the customer wishes to have the package resent, they will be responsible for an additional shipping charge. If the customer wants a refund, one will be issued upon request, minus the original shipping charges and a 10% restocking fee. Please note: custom, or made-to-order products (ie: Create-Your-Own Gummy Mix) cannot be refunded once they are made.

Please contact us immediately if you entered an incorrect shipping address at checkout. We will do our best to intercept the package and fix the error, however we cannot guarantee corrections before shipments reach the carrier. Unfortunately, if an incorrect address is entered and the package is not returned to us, no refund can be offered.

Damaged Packages:

It rarely happens, but if damage to a package is incurred during transit please contact us via the "Support/Contact" links below within 24 hours of receiving the package. The customer is responsible for sending pictures and a detailed explanation of the damage.

In-Store Pickup / Local Delivery Options:

Please note:  All orders, including those placed for In-Store Pickup and Local Delivery, are subject to 3-4 business days to process your order.  Notifications will be provided to the address on file once orders are prepared.  Orders will not be ready to claim ahead of this notification.

Orders placed for "In-Store Pickup" will be available for pickup during operating store hours only.  If the order is not picked up after 30 days, and no other arrangements are made between the customer and Candycopia, the order will be disposed of as the items are food items that cannot be restocked after 30 days, and no refund will be given due to the loss of product.

Our store is located in Oak Park, IL.  Select neighboring areas have the option of local delivery, which is a courier drop-off service that avoids UPS/USPS handling.  We will communicate with the phone / email address provided at checkout while we place your items at the doorstep of the provided shipping address.

Returns:

We are sorry, but for simple health reasons we cannot accept any candy for a refund. However, we understand that there are exceptions to every rule. If you have a question regarding a return, please contact us to see how we can help you.

Other issues:

As with anything, mistakes can happen. Please check your order within 48 hours of delivery. Any mistakes or damages not reported after 48 hours are no longer valid.

Order Cancellation

We cannot cancel an order once it has been shipped. Please contact us as soon as possible if an order does need to be canceled. In addition, any custom/made-to-order products (ie: Create-Your-Own Gummy Mix) cannot be refunded once they are made. Order cancelations are subject to a 5% restocking fee.