Return Policy

CANDY ROX RETURN & EXCHANGES POLICY:

At Candy Rox, we take great care to satisfy our customers and ship a quality product. If for any reason, you are dissatisfied with an order please refer to the following return/exchange policy for all e-commerce orders.

1. For health concerns, please understand that we cannot refund or exchange any food products or customized items. However, if it is clear that Candy Rox was responsible for incorrectly delivering an order, edible or non-edible, we will take full responsibility by replacing your shipment with the correct item, using the fastest shipping available at the time or by issuing a credit to whichever payment form was used for the initial order.

All incorrect orders must be reported to customerservice@candyrox.com or called in to 1 (888) 769-6750 within 2 business days of receipt of package for all candy items and within 10 days for non-edible items.

An order cannot be cancelled once it has been shipped. If you decide to cancel after shipment, our standard return policy applies.

2. Any non-edible items must have their original tags and be in unused/unworn condition without damage in order to be returned and for a refund to be processed in the manner in which you originally paid. For items that shipped for free, our shipping costs will be deducted from your refund. Refunds will include all taxes but not original shipping charges. All requests for a refund must be made within 10 days of receipt of an order and are subject to the prior approval of customer service. Please send your pre-approved items to the following address: (No refunds for products returned without prior approval):

Candy Rox
66 Pondfield Road
Bronxville, NY 10708
Attn: Returns

3. If returning non-edible goods, please email customerservice@candyrox.com for approval in order to replace goods or process a refund. Please indicate order number, product name and reason for your return. If in need of a different size or color, please specify in your email and we will do our best to process the exchange within 7-10 business days based upon inventory availability. Should a replacement product no longer be available, Candy Rox will contact you and offer any available alternatives.

4. We do recognize that sometimes products get damaged en route. Should this happen, please submit any and all claims directly to UPS. Should you require an immediate replacement of your order, please call us at 1 (888) 769-6750 or email us at customerservice@candyrox.com and we will do our best to accommodate your request. Please note, any replacement as well as new shipping charges will be at customer’s expense.

5. If you are in receipt of a Candy Rox non-edible gift, a refund will be made onto a Candy Rox gift card, usable at any Candy Rox location or at candyrox.com. All gift returns must be made by contacting customerservice@candyrox.com or calling 1 (888) 769-6750 within 10 days of receipt. All items must be unopened and/or unused with tags still attached and returned at sender’s expense. Returns can also take place at any Candy Rox location. If beyond the 10 day timeframe, and without a gift receipt, a credit may be issued onto a gift card at the current selling price.

6. Refusal of Package: If a parcel is refused, original and return shipping costs will be charged to your original form of payment.

7. Returns and Exchanges of non-edible items in original condition with tags on merchandise, can also be made at any Candy Rox location for a store credit only, within 14 days of receipt of order.

8. Gift Cards cannot be returned.

9. Shipping costs are non refundable (see our Shipping Policy). 

10. Edibles and seasonal merchandise are considered final sale and are non-refundable.

11. Incorrect Shipping Address: If a customer provides us with an incorrect shipping address the following will apply:

-If we receive order back in original condition, customer will be responsible for all shipping costs and a 20% restocking fee.

-If the package is returned with damages or package is lost, customer will be responsible for the full amount of the original charges.