<h1 id="isPasted" style="text-align: center;"><br></h1><p style="text-align: left;"><strong>Where do you ship?</strong></p><p>We ship to any US address and to APO/FPO addresses.&#xA0;</p><p><br></p><h3 id="how-do-i-track-my-order"><strong>How do I track my order?</strong></h3><p>When your order ships you will receive the tracking details by email. The tracking number can also be found within your account. If you don&apos;t see the tracking in either place our customer service agents would be happy to help you locate the package and provide the estimated delivery date.</p><p><br></p><h3 id="what-types-of-shipping-services-are-available"><strong>What types of shipping services are available?</strong></h3><ul style="list-style-type: disc;"><li>UPS Ground (Continental US locations)</li><li>UPS Next Day Air (most city locations by 10:30 AM)</li><li>UPS Second Day Air (by the end of 2nd day)</li><li>UPS 3 Day Select (by the end of 3rd day)</li><li>USPS Priority Mail to Alaska, Hawaii, US Virgin Islands and Puerto Rico (1-3 business days)</li><li>USPS Priority Mail to APO/FPO addresses</li></ul><p><br></p><h3 id="suspension-of-service-guarantee"><strong>Suspension of Service Guarantee</strong></h3><p>Effective March 26, 2020 and until further notice, UPS has suspended the UPS Service Guarantee for all shipments from any origin to any destination. For all U.S. origin shipments, the Service Guarantee suspension became effective as of March 24, 2020</p><p>Note: It&apos;s always best to ship to a business location if possible. UPS will leave the package as long as someone will sign for it and it will be protected from theft and hot weather.</p><p><br></p><h3 id="how-much-are-the-shipping-charges"><strong>How much are the shipping charges?</strong></h3><p>We offer a flat-rate of $9.99 for all US orders (lower 48 states). For USPS and UPS Next Day, 2nd Day and 3-Day Select the charges are based on weight, size and zip code. Please realize that the shipping weight will always be more than the weight of the products you purchased. Shipping is free for all US orders over $100 (lower 48 states; not combinable with other discounts).</p><p><br></p><h3 id="do-you-offer-free-shipping"><strong>Do you offer free shipping?&#xA0;</strong></h3><p>Yes and no. We offer free shipping on orders over $100. This offer is valid on orders shipping to the lower 48 states and the UPS ground shipping method. We do occasionally offer discounted or free shipping promotions through our <a href="https://oldtimecandy.us1.list-manage.com/subscribe?u=1af397bc531a44b5fac95e68a&amp;id=8f86e92403" rel="noopener noreferrer" target="_blank">email newsletter</a>.&#xA0;</p><p><br></p><h3 id="isPasted"><strong>Will UPS leave my package if I am not at home?</strong></h3><p>Most of the time, UPS will leave the package near a door if no one is at home, but it is entirely at the discretion of the UPS driver. The driver will leave a notice of a delivery attempt along with delivery instructions. &#xA0;Most of the time, they will NOT leave the package at your door, if you live in an apartment building. If you are not available on the day of your delivery, your package may be delivered to a local UPS Access Point and you will need to pick it up there. &#xA0;A UPS Access Point is a local business that partners with UPS to hold your package for you, to pick up at your convenience. Your UPS tracking information will tell you the location of the Access Point. You must pick up your package within 14 days or it will be returned to us. Returned packages will be credited for the amount of the candy only, minus a 10% restocking fee. Returned candy that is melted and/or personalized do not qualify for a refund.</p><p><br></p><h3 id="can-i-request-that-a-signature-be-required-for-delivery"><strong>Can I request that a signature be required for delivery?</strong></h3><p>We do not offer this option because it introduces additional charges and delays that may cause melting in hot weather. We recommend that you ship to your place of work or neighbor that will be available to accept delivery.</p><p><br></p><h3 id="can-i-ship-to-a-military-apo-or-fpo-address"><strong>Can I ship to a military APO or FPO address?</strong></h3><p>Yes you can and USPS Priority Mail shipping is free. Delivery times vary but generally it will take 10 to 14 days to reach the destination. Ice-Brix will not last long enough to protect your order from melting. You are shipping at your own risk. We do not offer refunds for damaged or lost packages. More info here.</p><p><br></p><h3 id="can-i-pick-up-the-candy-at-your-store"><strong>Can I pick up the candy at your store?</strong></h3><p>Unfortunately no, we do not have a retail store and zoning doesn&apos;t allow it. We process all of our candy orders on the web and ship from our warehouse.</p><p><br></p><h3 id="do-you-ship-internationally"><strong>Do you ship internationally?</strong></h3><p>We only ship to the US.</p><p><br></p><h3 id="will-you-ship-to-my-international-forwarding-service"><strong>Will you ship to my international forwarding service?</strong></h3><p>While we don&apos;t recommend shipping candy with shipping forwarders, we can. We can only guarantee safe arrival within the US. Once it leaves the shipping forwarder we cannot honor exchanges, refunds, replacements. If an order is placed with an address located at a forwarder, we will reach out to verify this policy is understood. If we don&apos;t hear back from you within 7 days the order will be cancelled. <strong><span style="font-size: 18px;">&#xA0;</span></strong></p><h3 id="isPasted"><br></h3><h3 id="what-is-ups-my-choice"><strong>What is UPS MY CHOICE?</strong></h3><p>UPS My Choice is a free service that gives the receiver more control over deliveries. Once you set up an account on UPS.com, members can receive an email or text message the day before a shipment arrives, add outbound addresses, pickup/delivery times, alternate inbound delivery locations and delivery notification.</p><p style="text-align: center;">&#xA0;<a href="https://www.ups.com/us/en/track/ups-my-choice.page" rel="noopener noreferrer" target="_blank"><img src="https://attachments.gorgias.help/uploads.gorgias.io/z8QbV2PNnRxogePy/UPS_My_Choice-c1933095-b039-447d-a425-e849b3987d42.JPG" style="width: 300px;" class="fr-fic fr-dii"></a></p><p><br></p><h3 id><br></h3><p><br></p>

General Shipping Questions

<h1 id="isPasted" style="text-align: center;"><br></h1><p style="text-align: center;"><br></p><h3 style="text-align: left;" id="when-will-my-order-ship"><strong>When will my order ship?</strong></h3><p>Orders placed by midnight usually (but not always) ship the next business day (Monday through Friday). UPS does not deliver on Saturday or Sunday. You will automatically receive an email from UPS with tracking numbers when your order ships. Hot Weather: We only ship orders that could melt in the hot weather to arrive by Friday of the same week. Your order may be held until the following Monday. Otherwise, your candy could melt in a hot UPS truck over the weekend. You will receive an email letting you know of the delay.</p><p>*Please note, large orders may take longer.</p><p><br></p><h3 id="how-long-does-shipping-take"><strong>How long does shipping take?</strong></h3><p>Below (scroll down) is a UPS map with shipping times from our location in Cleveland, Ohio. The number of days shown is in business days (Monday - Friday). Use the chart to determine when your candy will arrive. Keep in mind that your candy usually ships next business day. Shipments during hot weather may be delayed to prevent melting. *Please note, large orders may take longer.</p><p style="text-align: center;"><img src="https://attachments.gorgias.help/uploads.gorgias.io/z8QbV2PNnRxogePy/ship_time_calendar-8cf805eb-c2b5-4ffe-88a0-abe35cf952fd.JPG" style="width: 658px;" class="fr-fic fr-dii"></p><p style="text-align: center;"><strong style="box-sizing: inherit; color: rgb(72, 78, 87); font-family: Merriweather; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: 0.6px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">The Old Time Candy Company <span style="box-sizing: inherit; text-decoration: underline;">cannot</span> be responsible for delays and late arrivals.</strong></p><p style="text-align: center;">&#xA0;<img src="https://attachments.gorgias.help/uploads.gorgias.io/z8QbV2PNnRxogePy/UPS_Ship_Time_Map-3cb93b2b-5ca7-41bc-bd3e-ca677a511ef8.JPG" style="width: 566px;" class="fr-fic fr-dii"></p><p><br></p><h3 id="isPasted"><strong>If I order UPS Next Day Air today my candy will arrive tomorrow, right?</strong></h3><p>This is not correct. Orders placed by midnight usually ship next business day which means your candy will arrive on the following day. Example: An order placed on Monday with UPS Next Day Air ships on Tuesday and arrives on Wednesday.</p><p><br></p><h3 id="isPasted"><strong>Does the Old Time Candy Company guarantee that my candy will arrive on time?</strong></h3><p>The Old Time Candy Company will make every effort to ship your candy on the next business day but, once your candy leaves our warehouse, delivery is dependent upon UPS and the UPS driver. We have no control. Therefore the Old Time Candy Company cannot be responsible for delays or late deliveries. We will not accept returns nor offer refunds under these circumstances. If you have any doubts please call us during East Coast business hours at 1-866-929-5477. Leave a message if the line goes to voice mail.</p>

Shipping Time

Information about shipping in Hot Weather.

<p>&#xA0;&#xA0;</p><h3 id="isPasted"><strong>Will my chocolate candy melt when shipping in hot weather?</strong></h3><p>It sure can! Chocolate, marshmallow and many jelly candies will melt at temperatures above 75 degrees. If you purchase heat sensitive products, ice packs will automatically be added to your order for a $2.00 flat fee. The Old Time Candy Company is located in and shipping from northern Ohio. Upon receiving your candy order we suggest that you bring it into air conditioning if possible. If not, put the candy into a refrigerator before opening. The purpose of ice packs is to keep the candy from melting, NOT to keep the candy cold. &#xA0;Our ice packs are reusable and work well for picnics, camping and sprained ankles. Ice packs are NOT for human consumption. APO &amp; FPO orders - ice packs will NOT last long enough to protect your candy. You are shipping at your own risk.</p><p><br></p><h3 id="how-will-my-order-be-affected-by-hot-weather"><strong>How will my order be affected by hot weather?</strong></h3><p>Shipping delays are possible: The need for Ice-Brix may delay your shipment. We will ship your candy to arrive by Friday of the same week in which your order was placed. If arrival by Friday is not possible, your order will be held until the following Monday to prevent melting in a hot UPS truck over the weekend. If your candy order is delayed we will send you an email notification within 1 business day.&#xA0;</p><p>You can click <a href="https://www.accuweather.com/en/us/national/weather-forecast-maps" rel="noopener noreferrer" target="_blank">here&#xA0;</a>for a US temperature map.</p><p>If this is a &quot;candy emergency,&quot; please call 1-866-929-5477 during east coast business hours to place your order by phone. Leave a message if the line goes to voice mail.</p><p><br></p><h3 id="my-order-is-melted-now-what"><strong>My order is melted. Now what?</strong></h3><p>If you purchased the $2.00 ice pack protection, we can either issue a refund, store credit, or if the temperatures look better in the near future we can try another shipment. Damaged product or items you are not happy with should never be discarded before a resolution is reached. A photo of the damaged products may be required for claims. Unfortunately, if the ice packs are not purchased, melted candy is not eligible for compensation. Melting must be reported to us within 2 weeks of receipt.</p><p><br></p><h3 id="i-didnt-purchase-the-ice-packs-and-my-chocolate-is-now-soup-what-can-you-do"><strong>I didn&apos;t purchase the Ice Packs and my chocolate is now soup, what can you do?&#xA0;</strong></h3><p>Unfortunately, if the ice packs are not purchased, melted candy is not eligible for compensation.&#xA0;</p><p><br></p><p><br></p><p><br></p>

Hot Weather Shipping

<h3 id="isPasted"><strong>Can you redirect a UPS shipment once it is in transit?</strong></h3><p>UPS offers a redirect service in the US that works fairly well as long as it is not out for delivery in the city of your destination. We will make every effort to redirect your package but we will have to pass along the $18.00 UPS charge to your credit card. &#xA0;Please see below regarding UPS My Choice, for more control over deliveries.</p><p><br></p><h3 id="my-package-is-marked-as-delivered-i-dont-have-it-now-what"><strong>My package is marked as delivered, I don&apos;t have it. Now what?</strong></h3><p>Please reach out to us by phone or email as soon as you know there is an issue. We can generally get this fixed quicker if <em>we</em> contact UPS than if a recipient calls. UPS will ask us to make sure you check at all doors to your home or business as well as check with anyone that may have brought the package inside and forgot to tell you. If the package is still missing we&apos;ll get a lost package investigation started. Unfortunately any resolution must wait until UPS closes the investigation. Investigations can take anywhere from 3 to 8 business days. After the investigation is closed we can either ship a new package or issue a refund.</p><p><br></p><h3 id="the-package-was-delivered-but-it-looks-like-it-has-major-damage-do-you-compensate"><strong>The package was delivered but it looks like it has major damage, do you compensate?</strong></h3><p>Please take photos of the outside of the box as well as the damaged product(s). UPS requires photo proof for damage claims. We&apos;ll get the damage claim started with UPS and work as quickly as possible with them to get a resolution either by a new shipment or a refund. UPS claims can take anywhere from 3 to 8 business days. Please keep all packaging, sometimes UPS may send a driver to pick up the damaged shipment.</p><p><br></p><h3 id="i-havent-received-my-package-from-the-forwarding-company-what-now"><strong>I haven&apos;t received my package from the forwarding company, what now?</strong></h3><p>While we don&apos;t recommend shipping candy with shipping forwarders, we can. We can only guarantee safe arrival within the US. Once it leaves the shipping forwarder we cannot honor exchanges, refunds, replacements. If an order is placed with an address located at a forwarder, we will reach out to verify this policy is understood. If we don&apos;t hear back from you within 7 days the order will be cancelled. &#xA0;</p><p><br></p><h3 id="isPasted"><strong>What is UPS MY CHOICE?</strong></h3><p>UPS My Choice is a free service that gives the receiver more control over deliveries. Once you set up an account on UPS.com, members can receive an email or text message the day before a shipment arrives, add outbound addresses, pickup/delivery times, alternate inbound delivery locations and delivery notification.</p><p style="text-align: center;">&#xA0;<a href="https://www.ups.com/us/en/track/ups-my-choice.page" rel="noopener noreferrer" target="_blank"><img src="https://attachments.gorgias.help/uploads.gorgias.io/z8QbV2PNnRxogePy/UPS_My_Choice-c1933095-b039-447d-a425-e849b3987d42.JPG" style="width: 300px;" class="fr-fic fr-dii"></a></p><p><br></p>

Shipping Issues

Information about shipping to US Military addresses.

<p><img src="https://uploads.gorgias.io/z8QbV2PNnRxogePy/military-2f0eb8c6-8458-41a1-921d-ac906587f5d8.webp" style="width: 476px;" class="fr-fic fr-dib"></p><p><br></p><p id="isPasted">For military APO &amp; FPO orders shipping is free. A minimum order of $25.00 is requested but not required.</p><p>When shipping to an APO or FPO address there are a few &quot;funnies.&quot; Please read carefully:</p><ul><li>The delivery time to the APO or FPO is totally dependent on the military mail service and may take as long as a month. We have found that it typically takes a couple of weeks.</li><li>There is no way to track the order or to ensure its safe delivery. You are shipping at your own risk. There will not be any refunds for melted candy, lost or damaged packages. We cannot guarantee safe arrival. Our experience has been good 99.9% of the time but problems do happen.</li><li>Also realize that there is no way to protect chocolate and heat sensitive candy if shipped to a climate above 75 degrees. It will definitely melt. You are shipping at your own risk.</li></ul><p>We wanted to do something more than just say the words or put a bumper sticker on the car. This is our small way of saying thank you to our servicemen and women for your service to our country. We pray for your safe return and hope that it can be soon. We also say thank you to the families for the sacrifices you are making.</p>

Military APO & FPO Orders

Over the river and through the woods can sometimes be a dangerous journey for candy. That's why we now offer low-cost shipping insurance to protect your precious cargo on its way to you. In the event that your package is lost, stolen, or arrives brok

<h3 id="do-i-need-shipping-insurance"><strong>Do I need shipping insurance?</strong></h3><p>Over the river and through the woods can sometimes be a dangerous journey for candy. That&apos;s why we now offer low-cost shipping insurance to protect your precious cargo on its way to you. In the event that your package is lost, stolen, or arrives broken, we will provide a hassle-free replacement or refund to you.</p><p><br></p><h3 id="how-much-does-it-cost"><strong>How much does it cost?&#xA0;</strong></h3><p>Protect your order for $0.98 USD if the cart is less $100, or 1% of the cart value if the cart total is over $100.</p><p><br></p><h3 id="stick-candy-exception"><strong>Stick Candy Exception</strong></h3><p>We do our best to safely package Stick Candy but cannot guarantee that it will arrive unbroken. Stick Candy is not covered by insurance.&#xA0;</p><p><br></p><h3 id="isPasted"><strong>Does shipping insurance cover my package if I use a shipping forwarder?&#xA0;</strong></h3><p>No, once the package leaves the US, your package is no longer covered by our shipping insurance. While we don&apos;t recommend shipping candy with shipping forwarders, we can. We can only guarantee safe arrival within the US. Once it leaves the shipping forwarder we cannot honor exchanges, refunds, replacements.</p><p><br></p><h3 id="isPasted"><strong>How do I file a claim to get a replacement or a refund?</strong></h3><p>When you decide to purchase Shipping Insurance it will appear as a line-item on your order&apos;s packing list. If you experience a shipping problem, call or click the &quot;Contact Us&quot; link at the bottom of our website. Include your order number when contacting us.&#xA0;</p><p>Damaged product or items you are not happy with should never be discarded before a resolution is reached. A photo of the damaged products may be required for claims.&#xA0;</p><p><br></p>

Shipping Insurance

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