Shipping IssuesUpdated 6 months ago
Can you redirect a UPS shipment once it is in transit?
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. Please see below regarding UPS My Choice, for more control over deliveries.
My package is marked as delivered, I don't have it. Now what?
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 we 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'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.
The package was delivered but it looks like it has major damage, do you compensate?
Please take photos of the outside of the box as well as the damaged product(s). UPS requires photo proof for damage claims. We'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.
I haven't received my package from the forwarding company, what now?
While we don'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't hear back from you within 7 days the order will be cancelled.
What is UPS MY CHOICE?
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.
