If we shipped the wrong item:
If we shipped you the wrong item we are sorry for the error and will remedy the situation. Please double check the items with the invoice you received. If you did receive the wrong items please call us at 888-729-1960. You must call within 72 hours of receipt of the delivery. At that point, a representative will review the situation with you. If it is determined the product is to be returned we will let you know where to send it.
You will not be responsible for any shipping costs to send the product to us, and we will send the correct candy to you or issue a refund.
If you would like to exchange your purchase for a different item or for a full refund we would be glad to do so. Please note that all items that you wish to return/exchange must not be damaged, must be in the original unopened package, and of course not have been consumed/missing. We cannot cover your shipping charges for returns and exchanges. You as the customer retain all responsibility of shipping the package to:
ATTN: Returns & Exchanges
6770 Brookpark Road
Cleveland OH 44129
Returns must be shipped to us within 10 business days of the date the product is delivered to you. Please include a copy of your invoice in with the return. After the package is received, we will issue you a refund for the returned product. We do not charge a restocking fee.
We stand behind our pledge for total customer satisfaction. Unfortunately, we cannot fully guarantee satisfaction on all chocolate products due to melting. Once it leaves our warehouse we do not have control over where it is and how long it may sit. As chocolate has a moderate melting temperature, we highly recommend that you use an expedited shipping service for chocolate products. At the present time we add ice packs at no additional cost. Please note we cannot be responsible for chocolate that melts during shipping, and we will not issue refunds for chocolate that melts during shipping. We recommend you track your order and if you see the package was delivered and left outside then make an effort to get it inside at a cooler temperature as soon as possible. Chocolate products not melted can be returned under the same conditions noted above for non-chocolate items.
You supplied an incorrect address:
Please be sure to check both your billing address and shipping address to ensure accuracy. If you supply us with an incorrect address we won’t know it, and we will ship your order to the address that is supplied. If this happens, the carrier may attempt to contact you to confirm a correct address. If all attempts fail, the carrier will send this product back to us at www.groovycandies.com. When this happens, you are responsible to pay all secondary shipping charges to have the product reshipped to a corrected address. If you decide to cancel the order altogether, the amount refunded will be for the total product purchase price only ( not your original shipping ) less return-to-sender fees we are charged by the carrier. If you realize the address is wrong after it has shipped ( missing APT #, wrong street etc. ) we may be able to contact the shipper and have the package re-routed to the correct address. However, the shipper charges for this service and we will pass on the fee to you. Again, please call us at 888-729-1960 as soon as you notice an incorrect address.
We do not accept returns of seasonal products.
If you would like to cancel an order, we will be happy to do so only if it has not yet shipped.
You must contact a customer service representative by calling 888-729-1960 as soon as possible as we typically process orders the same day. If an order has been processed and shipped it cannot be cancelled. Of course you have the option of returning the product if it is unopened, is non-seasonal, and it is done with 10 days.