Shipping and Returns
GENERAL SHIPPINGWe provide the following delivery options in the U.S.A.:
5 – 8 Business Days: Shipped via UPS Ground.
3 – 4 Business Days: Shipped via UPS 2 Day or USPS Priority Mail. If shipping to military locations (APO or FPO addresses), Puerto Rico, or US Territories, then the 3 – 4 Business Days option will be via USPS Priority Mail and in certain cases may take up to 4 weeks for delivery. This is ONLY option available for orders shipping to Canada.
Please note, USPS cannot provide specific tracking information (such as with UPS or FedEx). Should any issues arise with your shipment, you will need to contact the U.S. Postal Service. Although we will do our best to provide shipping information, we cannot take responsibility, issue credits, or provide refunds for damaged or lost products during transport when shipping via USPS Priority Mail.
2 Business Days: Shipped via UPS Overnight.
Customer Pick-Up: If you live in Southwestern Idaho or will be in the neighborhood, please feel free to visit us, pick up your order, munch on some free samples, and skip the shipping costs! Before stopping by, please wait until we contact you that your order is ready for pick up.
NOTE: You will need to present valid photo identification (matching the name listed under the "Billing" section of your order confirmation receipt) when you pick up your order. If you plan to have someone else pick up your order, that person will need a copy of your photo ID (a clear image of your ID sent via a smartphone is sufficient).
Please keep in mind the following: *No matter which shipping method is selected, we require up to 2 business days to process your order (if you select UPS Overnight, you may not receive your product the day after you place the order). An order must be received by 12:00 p.m. (PST) for the day the order was placed to qualify as a "business day". On the rare occasion in-house processing will take longer than 2 business days, we will contact you.
*UPS does not deliver on Sunday and will only deliver on Saturday for an additional fee. If you require a Saturday delivery, please call us.
*Our factory in Boise, ID sends shipments daily Monday through Friday (United States holidays excepted).
*Placing an order does not guarantee shipment. We reserve the right to cancel or modify orders depending on availability. Because we keep a limited inventory, so as to keep our inventory as fresh as possible, we may at times not have certain items in stock.
Shipping charges are calculated using UPS, and USPS shipping tables and are based on package weight and size, delivery distance and shipping method. Shipping costs approximately double for every upgrade (e.g., UPS Overnight will cost roughly twice that of UPS 2 Day). Unfortunately, weight plays a significant factor in determining shipping costs and bulk candy has a high shipping-to-product-cost ratio. For example:
If you purchase a diamond for $1,000, shipping is likely going to be approximately $20, (2% of the diamond price). On the other hand, if you purchase $1,000 worth of candy, your shipping cost will likely be $200 (20% of the cost of the candy). Products such as jewelry, CDs, electronics, clothing, and flowers are light; therefore, their shipping costs will not represent a large percentage of their total order cost. Sweets, for better or for worse, outweigh the competition
ADDRESS CORRECTIONS AND DELIVERY INTERCEPTS:
The UPS charge for an address correction is $12.00 per package. If you enter your address incorrectly when placing an order and UPS bills us for address correction costs, we will in turn charge your credit card for all associated UPS fees. If you change your mind about an order after it has already shipped from our warehouse and you would like to re-route the package(s) back to Idaho Candy, the UPS charge for a delivery intercept is $12.00 per package. We will automatically bill all associated UPS fees to your credit card.
SERVICE AREAS – DOMESTIC & INTERNATIONAL:
United States & Canada. Please note our website only accepts online orders placed within the U.S. or Canada (e.g., you are traveling in London and want to place an online order to be shipped to your home in New York, our system will not accept this order).
However, we do service countries outside the U.S. and Canada. If you would like to place an order and you are not located in the U.S. or Canada please call Customer Care at (208) 342-5505 and speak to a customer care representative who can help you with our international processing.
We cannot issue credits or refunds for orders not delivered on specific dates unless (1) you notified us that you needed the order by a certain date AND (2) the order is shipped via UPS Overnight or UPS 2 Day. Because delivery times for orders shipped by ground delivery methods vary from state to state, no guarantees regarding delivery dates can be made. If you absolutely need your products on a certain day, please let us know and we will do our best to advise you regarding the most appropriate delivery option.
Idaho Candy Company is not responsible and cannot provide refunds for delays outside our control including inclement weather, natural disasters, accidents or third party carrier delays.
WARM WEATHER/SUMMER SHIPPING (NO REFUNDS FOR MELTED PRODUCTS):
During the summer and other hot times of the year, we require selecting "UPS 2nd Day Delivery" or "USPS Priority Delivery" or faster. We will also add an insulated box, ice packs to ensure fresh delivery.
If possible, try to ship your order to a business address as businesses often receive shipments earlier in the day and someone is onsite. When shipping to a residence and no one is home, the products will either be (1) left outside sitting in the heat or (2) put back in the hot UPS truck. If you need to ship to a residence and you cannot be home, please leave a note instructing that the package be placed under shade. In the event your package has been sitting in heat, let it "rest" at room temperature for a few hours to give it a chance to return to normal consistency.
Rest assured, Idaho Candy Company does not make money from shipping. We pass along all of our discounted shipping rates to you, our valued customers.
*Important Note: Even if you and Idaho Candy Company take every precaution possible, there is always the chance that candy will melt during transit. Please consider the type of candy you are purchasing during warm weather months as Idaho Candy Company cannot provide refunds for melted products.
Remember: Regardless of which shipping method you choose, Idaho Candy Company does not provide refunds for melted products, so please consider the type of candy you are purchasing during times of warm weather.
All return/refund requests must be made to our Customer Care department within 10 business days of receipt of your order (determined by UPS/USPS tracking) AND must be authorized by customer service in advance. Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition. Please send your pre-approved returns to the following address (no refunds for products returned without prior approval):
Idaho Candy Company
412 South 8th Street
Boise, ID 83702
United States of America
Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 10 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.
Our candy elves will often pull, pack, and ship an order within minutes of our customers placing it. As soon as an order is "released" 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 released and if it has not, we are happy to process your cancellation. However, if a customer care representative sees the order has been "released" into our fulfillment system, they will be unable to cancel it. We have spent an extremely large amount of resources to develop and create this extremely quick and efficient automated turn-around system and if we were to cancel an order already released, that one act would interrupt our entire fulfillment cycle (potentially affecting hundreds of other orders). 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 Idaho Candy Company in good condition: Customer will be responsible for the full cost of shipping.
-If the package is returned to Idaho Candy Company but the contents are damaged or if the package is lost: No refunds.
-If the package is en route and the customer requests a shipment intercept/address correction:
Customer will be charged $12 per package/box (this cost is a direct fee from our delivery service provider).
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. In the event that you would like us to provide a call tag for said return, there is a non-refundable fifteen ($15) dollar 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.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
No returns on special order products.
In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within two (2) business days of physical receipt as determined by UPS/USPS tracking. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
ORDERS WITH INCORRECT MECHANDISE:
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.
We will issue a call tag for the return of the incorrect merchandise and upon receipt, will issue credit accordingly. 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.
Your Satisfaction Is Guaranteed
Idaho Candy Companys guarantees your full and complete satisfaction.
If anything has happened to change this, we want to know about it, and we will be happy to replace it for you.
Simply take the candy to our factory or if not near us, mail to us at this address: Idaho Candy Company, 412 South 8th Street, Boise, ID 83702
CUSTOMER SERVICE INFORMATION
By Email: firstname.lastname@example.org
By Phone: 1-208-342-5505
Toll Free: 1-800-8-YUM-YUM (1-800-898-6986)
Hours are Monday-Friday 7am to 4pm.
By Fax: 1-208-384-5310
By Mail: Idaho Candy Company 412 South 8th Street Boise, ID 83702
By Foot: Idaho Candy Company 412 South 8th Street Boise, ID 83702 Hours are Monday – Friday 7am-4pm.