Customer Service
RETURN POLICY:
Sweet Tooth Candy Shop does NOT accept returns of any edible products. All return/refund requests must be made within 5 business days of receipt of your order (determined by UPS/FedEx tracking) AND must be authorized by customer service in advance. To protect our customers’ health and safety, Sweet Tooth Candy only accepts returns of non-edible items that have not been use. Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition at their expense. A 10% restocking fee will be applied to returns of non-edible products. A 20% restocking fee and the shipping charges to and from our warehouse will be applied to candy received back at our warehouse due to undeliverable addresses or customer refusal of packages. Please send your pre-approved returns to the following address closest to your address:
Sweet Tooth Candy Shop
Attn: Returns
1159 Iowa Ave Ste. D
Riverside, Ca 92507
Please allow 48 Hours for handling time after purchase.
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 for sale.
1. Quantity: Think through and calculate how much candy you will need for an event or project.
2. Taste: Manufacturers sometimes change their recipes, and your taste buds change too.
3. Color: Some of our products are hand-made in batches and color may vary. Colors may also look different from one computer monitor to the next.
4. Brand Variance: Different brands of candy like gummies, taffies, caramels, etc. vary in consistency, texture, firmness, etc. So, the same types of candies made by different brands will not always taste the same (e.g., European-brand gummies tend to be harder than American-brand gummies).
5. 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.
6. 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 2 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 call 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.
If you are unable to cancel your order but still want to return the products, you have the option of returning or refusing the package once it arrives at your destination (see details above regarding returns and refusing packages).
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 Tooth Candy Shop in good condition: Customer will be responsible for the full cost of shipping as well as a twenty percent (20%) restocking fee.
-If the package is returned to Sweet Tooth Candy Shop but the contents are damaged or if the package is lost: No refunds.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received.
All returns caused by customer error may be subject to a twenty (20) percent restocking fee.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
HOT WEATHER ISSUES:
Sweet Tooth 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 summer 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 (5) 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 store credit accordingly.
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 (2) business days of receipt as determined by UPS tracking.
Contact Us
Email: Swttoothcandyshop@yahoo.com
Phone: 866-740-4199