Please allow 72 Hours for handling time after purchase: Saturday and Sunday does not count as business days. We work extremely hard to get your order out as fast as possible. If you need your order by a specific date, please email us before purchasing to ensure your order will arrive on time.
Since food products cannot be returned, and we do not refund for melting, please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please call us before you place your order): We do offer ice packs with insulation for sale.
Heat: If it is warm in your area, stay away from heat-sensitive items as we do not refund for melting! And always make sure someone is around to receive the package. We do not ship over the weekend during warm months. We also sell ice packs and insulated foam during hot weather months.
Mistakes: Double check your online order before hitting that submit button!
Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 3 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.
REFUSAL OF PACKAGE:
If parcels are refused, original and return shipping costs will be charged to the purchaser's original form of payment.
CANCELLATIONS:
As soon as an order is processed into our fulfillment system (which can be seconds after you push that submit button), it cannot be cancelled. Of course you are welcome to email us and check whether an order has been processed and if it has not, we are happy to process your cancellation. However, the order has been processed into our fulfillment system, we will be unable to cancel it. We appreciate your understanding on this matter and we urge you to please take the time to carefully make your selections before hitting that submit button.
INCORRECT SHIPPING ADDRESS:
If the customer provides the wrong address when placing an order, the following shall apply:
-If the order is returned to Sweet Mood Candy in good condition: Customer will be responsible for the full cost of re-shipping. This includes mail forwarding that is expired. An invoice will be emailed to the customer for the shipping costs.
-If the package is returned to Sweet Mood Candy but the contents are damaged, there will be no refunds.
Package Lost/Delivered to wrong Address: If your package shows delivered via the tracking but you cannot locate the package then it is the customers responsibility to contact USPS/FEDEX/UPS. Most times packages are mistakenly delivered to a neighbor.
HOT WEATHER ISSUES:
Sweet Moods Candy cannot take responsibility for products damaged in transit due to extremes in temperature, nor will we replace said product before reviewing the delivery circumstances involved. We do not ship chocolate items over the weekend during the warm months. If questions arise as to perish ability, please contact us and we will do our best to provide guidance. We do offer ice packs and insulated bags for hot weather months for an aditional cost. In the event that a product is received in unusable condition, for reasons other than extremes of temperature, we must be contacted within (2) business days after physical receipt of merchandise as determined by UPS tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit or refund product. (Keep in mind melting chocolate melts can be remelted and used for dipping if they arrive melted.)
What Can You Do:
1) Make sure someone is home to accept package or meet mail carrier to avoid package sitting in an hot mailbox.
2) Track order constantly to be notified when item has been delivered
3) Check Temperature in your area before placing order
MISSING ITEMS:
In the event that an order is received and there is a discrepancy as to a missing item, we must be contacted within (3) business days of physical receipt as determined by tracking. We will compare items ordered as well as physical weight of the package and issue a refund.
ORDERS WITH INCORRECT MERCHANDISE:
In the event that incorrect merchandise is received, we will do our best to correct the error in a timely fashion. In the event of an exchange, we will ship corrected merchandise at the shipping service level at which it was purchased. For instance, if the incorrect merchandise was shipped via UPS Ground, it will be shipped at the same service level. In the event that you opted for Rush Delivery, we will refund the cost of shipping the incorrect item. Please note that we are unable to issue credit for any product in which the factory seal is no longer intact. Please note that in order for credit to be issued, notification of order discrepancies must be made within two (3) business days of receipt as determined by UPS tracking.