How may I change or cancel my order?

We start working on your order as soon as it enters our system. We work fast, so once you place an order with Candy Experts, it has begun to process. We will try to accommodate requests for any changes you may have, or an order cancellation, but we cannot guarantee the ability to do so with an order. If an order is already packaged for shipping, you would need to place a new order to accommodate changes and receive your additional items.

If your order requires a proof, changes may be made before your approval of the proof. After the proof has been approved by you, any additional changes may incur an additional setup fee. If you need to make changes to your order, please contact us right away. The shipment of your order may be delayed with any change requests.

If the shipping address you provided needs to be changed, please contact us ASAP to request the change. If your order is already being fulfilled, additional fees may apply and delivery may be delayed. In some cases, we may not be able to make the change.

Since we begin preparing your order as soon as you submit it, we may not be able to cancel an order once it has been packed and prepared for shipment. If we are able to stop an order before it leaves our facility, a cancellation fee may be charged.


Returns / Refunds

We want you to have a great experience form the time you look at our site, until you experience your candy or favor at your event. We take a great deal of care to ensure your order reaches you in perfect condition. Personalized assembled candies, assembled favors, and gift set items are carefully assembled so that stickers or labels are centered and straight, wrappers are not twisted or bent, and your product is something you will be pleased to receive. As a result, we rarely have a customer request a return. If you feel this is something you wish to do, please contact our Customer Care Team to discuss.

There are a few things that are not eligible for a return:

  • Candy or any edible product
  • Personalized items
  • Items that have been altered by the customer or a third-party

If there is an issue with your order, please contact our customer care team. Keep all products in their original packaging until the claim is settled.

Damaged or Missing Products?

Claims for defective or missing product(s) must be filed with Candy Experts within seven (7) non-holiday business days of your order’s delivery date based on the proof of delivery from the transit company. Please contact our Customer Care Team to initiate the filing of a claim.

If your items arrive damaged or misprinted, a photo of the items is required to help us determine the cause of the issue. This will help our team determine what went wrong, file a claim with the transit company, and begin the process of fixing the issue for you. Keep all products in their original packaging.

Candy Experts | 3115 Homeward Way, Fairfield, OH 45014 | 513.816.1821
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