Frequently Asked Questions
If your question was not answered in our FAQ, please feel free to contact us at email@example.com
- Q: How does FREE Shipping work?
A: In addition to offering the most competitive prices, we want to assure you that our shipping rates are also among the lowest in the industry. As part of a special promotion, we are currently offering complimentary GROUND shipping on all orders $99,
and more that are shipped to a location within the 48 contiguous US states.
How It Works
- Add your items into your shopping basket.
- Begin the checkout process
- Select Free Shipping in the shipping method drop down menu.
This offer is only valid at the time of purchase and cannot be applied once the order has been placed. Offer is valid for a limited time only and cannot be combined with other promotions. This offer excludes purchases containing NAME YOUR PRICE items.
- Q: I need my items quickly. Will I get them in time?
A: If you have a tight deadline, we recommend using our Same Day Rush Shipping. Otherwise, depending on your order, your items will ship within 1-5 business days. If you are ordering non-personalized items, your package(s) will ship within 1-2 business days.
If you are ordering personalized items, your package(s) will ship within 3-5 business days. As an example,
if you place your order today for a personalized items, your package(s) will leave our warehouse no later than Monday, May 08, 2017, but you have to add transit time as well. So,
if you order today and use:
- UPS Overnight, you will receive your package(s) on Tuesday, May 09, 2017
- UPS 2nd Day Air, you will receive your package(s) on Wednesday, May 10, 2017
- UPS 3 Day Select, you will receive your package(s) on Thursday, May 11, 2017
- Q: What is Same Day Rush Shipping with Guaranteed Delivery Dates?
A: Same Day Rush Shipping with Guaranteed Delivery Dates allows you to order select personalized items and received them in time for your event regardless of how quickly you need them.
Typical processing time for personalized items online is 3-5 business days. With Same Day Rush Shipping, if you place your order today by 2 PM EST and select Same Day Rush Processing, you can you receive your
items as soon as tomorrow*. No one else is able to offer this accelerated processing time.
If you use this service, we guarantee your domestic order will be processed and arrive by the delivery date indicated
or your shipping is FREE**.
If your domestic order does not arrive by the guaranteed date, e-mail us at firstname.lastname@example.org or call (844) 6-ICANDY
to receive a full refund for your shipping charges*** and a full refund on returned products.
* Orders with quantities over 500 items are not eligible for this guarantee. The guarantee refers to the delivery date, not the delivery time.
** Guaranteed delivery dates apply to orders shipping within the 48 contiguous United States only. Orders shipping to Alaska, U.S. territories, or international destinations may take up to an additional 5 business days.
*** Except during severe weather conditions or other natural disasters, guaranteed delivery means if we miss our delivery date we will refund the shipping cost and any rush fees.
Shipping Options and Guaranteed Delivery Dates
Your order must be placed before 5/1 at 2 PM ET for these guaranteed delivery dates to apply. If an order is placed after 2 PM ET, it will be considered
placed on the next business day.
|Shipping Method||Rush Processing||Guaranteed Delivery Date|
|UPS 3 Day||Today||5/4/2017|
|UPS 2 Day||Today||5/3/2017|
|UPS Next Day||Today||5/2/2017|
|UPS Ground||1 Day||5/9/2017|
|UPS 3 Day||1 Day||5/5/2017|
|UPS 2 Day||1 Day||5/4/2017|
|UPS Next Day||1 Day||5/3/2017|
|UPS Ground||2 Day||5/10/2017|
|UPS 3 Day||2 Day||5/8/2017|
|UPS 2 Day||2 Day||5/5/2017|
|UPS Next Day||2 Day||5/4/2017|
|UPS 3 Day||None||5/11/2017|
|UPS 2 Day||None||5/10/2017|
|UPS Next Day||None||5/9/2017|
- Q: It's summer time and I'm ordering items containing chocolate. Will they melt?
A: iCandy ships items containing chocolate in a boxed cooler with ice packs between May and October to prevent melting. This packaging is good for a maximum of 3 days of transit. If you are
more than 3 days away from iCandy, use UPS 2nd Day Air or UPS Overnight. Please ship your order to a location, like your work, where
someone will be available to accept the package. iCandy is not responsible for melted chocolate if the package is left outside or you select a shipping method that results in more
than 3 days of transit.
UPS Ground Transit Times from iCandy
Returns, Changes, & Cancellations
- Q: How does your lowest price guarantee work?
A: iCandy knows that planning an event can be very time consuming and costly so we strive to make your shopping experience as easy and stress-free as possible.
With this goal in mind, our friendly staff is dedicated to bringing you the best selection of party favors and gifts at the lowest prices.
HOW IT WORKS
If you find the exact same item offered at a lower price elsewhere, please give us a call and we will be happy to match the price. iCandy guarantees that you will receive the lowest item price on all orders.
- Competitor's item must be an identical item by the same manufacturer
- Competitor's item must be in stock and ready to ship
- We price match only the item prices. Price matching is not eligible for free shipping promotion.
- Request for price match must be made before or at the time of purchase
- We do not price match sale or clearance items
- Q: What is your return policy?
A: We want you to have the best shopping experience possible with us. In case you are not 100% satisfied with your purchase, we have made returning products QUICK and EASY! You may return eligible products for a full merchandise refund (see below for restrictions).
Returns must be processed within 7 business days after delivery. A full credit will be issued for returned items within 15 business days upon receiving the returnable items at our warehouse. Products must be returned in their original condition and packaging. We reserve the right to reject any returns that do not meet these conditions.
Please note that some products are not eligible for return. These include: personalized, custom, edible, perishable, used products, and special order items.
Our online return policy does not apply to orders being returned from locations outside of the United States or APO/FPO locations. For international returns please call our customer service department at (844) 6-ICANDY to initiate a claim.
- Q: What do I do with damaged, defective or missing products?
A: All claims for damaged, defective or missing product(s) must be filed with iCandy within 7 business days of receiving your order. Return request e-Mails must have accompanying photographs displaying proof of damages. Do NOT discard items regardless of damages. If items are not returned and do not have accompanying photographs showcasing damages, refunds will not be applied. Please call our customer service department at (844) 6-ICANDY to initiate a claim.
iCandy is not responsible for missing packages and damaged products resulting from errors made by the shipping carrier. However we will be happy to assist you in filing a claim with the appropriate party. UPS claims may take up to 8 business days to process. Please keep all products in their original packaging until the claim is settled. If the claim is not resolvable prior to your event date you may request a duplicate order, however you will be subject to paying in full, the price of the items and expedited shipping (if necessary).
- Q: How do I change or cancel my order?
A: Once your order is placed, it is immediately released for processing and shipment. Although we will do our best to accommodate changes and cancellations, we cannot guarantee that they can be made once the order has been placed. Changes may not be made to orders that are in the packaging process and ready for shipment.
Changes may be made to items that require a proof, only PRIOR to your proof approval. If you would like to make changes after you’ve approved an item on a personalized order, a reprint fee (depending on item) will be required.
Please contact customer service at (844) 6-ICANDY with any inquiries regarding changes or cancellations as soon as possible. Cancelation fees may apply.
- Q: Will I receive a proof before my items are made?
A: Absolutely! For all items manufactured by iCandy, you will receive a proof within 24-48 business hours of your purchase. You can't make a mistake. Your items will not be produced
without your approval.
- Q: Can I see a proof before I place my order?
A: Currently, this is not possible. Because of the volume of orders we receive, we have dedicated design staff that professionally prepare a proof for your review to
assure high quality results. Photos, logos and other personalizations go directly to our design team. Without an order, the design team would not know which photo or personalizations
corresponded with which proof. Therefore, to avoid delay and confusion, we require an order to be placed before a proof is sent.
- Q: What if I do not like my proof? Can I cancel my order?
A: Absolutely and without penality as long as the order has not been produced.
- Q: What if I want to add a photo or logo on my items?
A: Photos or logos can be added to any design. Just state in the instructions or addition customization boxes that you would like to include a photo.
Once you have placed your order, the confirmation page will give you the e-mail address to send your photo to. If you do not have an electronic
copy of your photo, you may mail us your original to our mailing address. It will be returned with your order. Please assure the envelope is not bendable and the package is
marked DO NOT BEND.