Phone (800) 805-8075
 Wednesday, December 19, 2018
for
Store
Bulk Candy
I Want Candy
Uncategorized
PrePackaged Candy
Chocolates, Caramels, Coconut, Yogurts
Contains Nuts
Store Dollars
Use Our Store Dollars For Future Orders
Frequently Asked Questions
Main
Payment Types
Shipping
 
Main

I ordered chocolates and or other perishable products during the summer and paid to have them shipped 3-Day Select, 2-DAY AIR OR NEXT DAY. It has been over three days, and they aren't here! Do I get my money back?

We apologize, but in the summer we only ship chocolate and or other perishable products on Monday and Tuesday to prevent shipments from sitting and melting or damaging over the weekend. We will ship on Wednesday and Thursday as well if the order will arrive to you by Friday. We are unable to guarantee that your order will be shipped right away; however, we do our best to make sure orders are shipped as soon as we receive them.

Back to Top

Is ordering online safe?

Yes, all transactions are placed utilizing the latest SSL technology. We use Thawte's 128 bit secure encryption. This site is tested and certified daily to pass the FBI/SANS Internet Security Test. The "live" HACKER SAFE mark appears only when a web site's security meets the highest security scanning standards.

Back to Top

What can I do if I have a problem with my order?

If you would have a problem with your order, please email us at customerservice@queencitycandy.com or call us at our toll free number at (800) 805-8075. All shortages must be reported within 24hrs of delivery. Keep all packaging material.

Back to Top

What taxes will be charged?

The residents of Alabama (4%), Indiana (6%), Kentucky (6%), North Carolina (4.25%), Ohio (5.50%), Virginia State (5%) and West Virginia (4%) will be charged sales tax. It is the responsibility of the purchaser to comply with both local and state laws. If you have any further questions, please contact your local authorities regarding this matter.

Back to Top

Do you have a return policy?

If you receive an incorrect item due to a mistake on our part please email us at (customerservice@queencitycandy.com) for a return number. We will gladly replace the wrong item with the correct item and include a prepaid shipping label with that order to ship the incorrect merchandise back to us at no cost to you. If there was a mistake on your part you can ship the incorrect merchandise back to us at your expense after you email us at (customerservice@queencitycandy.com) and receive a return number. Any item(s) sent out after your original order due to a mistake or damage will be charged to your account. Once the incorrect or damaged item(s) are returned we will credit that amount back to your account.

If you decide that after you receive your order you do not want an item(s), because you ordered the wrong product, you wish to exchange the product for another, you would like a refund, etc email us at (customerservice@queencitycandy.com) for a return number and we will gladly take care of your problem. After you receive the return number, just return the "unopened" items back to us and we will refund your account. Shipping fees cannot be refunded. Refunds can take up to 10 business days to process. There is a 15% restocking fee on all returns. All return claims must be made within 5 days after you receive your order as determined by Shipper or Postal Service tracking numbers. All returns must be made within 30 days of purchase.

All returns must be approved in advance by our customer service department. All returns must have a Return Merchandise Authorization number (RMA) issued by us in advance of your return and written on the exterior of the shipping carton. Returns are processed, Monday through Friday, 8:00 a.m. to 4:30 p.m. Eastern Standard Time to request an RMA.

Queen City Candy, Inc. will refund the cost of your item(s) less restocking and shipping charges when the return is pre-approved and it's received in an unopened and new (saleable) condition. Please note that manufacturers often change packaging, styles, colors and flavors without notice. Queen City Candy, Inc. will not be responsible for manufacturer changes in packaging that may not exactly match our photograph. Exceptions to this return policy are special orders which cannot be returned or refunded. In addition, we are unable to accept returns of unwrapped bulk items that have been specially packaged due to health laws and FDA food product regulations.

Back to Top

Does your site have a privacy policy?

Yes, our policy is to not give any personal information out to anyone except our employees at Queen City Candy. Employees of our site have very limited to no access to customer information. The only reason any personal information would be given out is, for UPS tracking, or to contact you regarding your order. Our site respects the privacy of our customers, and everything is kept confidential; therefore, our customers and or visitors information will not be given out for any reason.

Back to Top

What if I can't find the type of product I am looking for, what can I do?

If you can't find what you are looking for, please email or call us and we can special order it for you. Our access to products keeps getting larger. We also try to bring in new products, so check with us to see if we have it in inventory, if not, we usually can get it very quickly. We try to update our inventory weekly. Let us know if you would like to see something on our website that currently isn't listed.

Back to Top

Are your products fresh?

Yes, because we do such a high volume of sales we receive new stock daily. We guarantee that the products we sell are the freshest available. If you receive a product that is not fresh please let us know and we will promptly replace it.

Back to Top

When do I find out that you have received my order?

You will receive an e-mail confirming your order. It also gives you a summary of what you have ordered and that it has been received. After the customer receives the e-mail, the order begins to be processed.

Back to Top

Summer Perishable Goods Shipping Policy (April-October)

Due to the hot weather during these months, orders that contain perishable items (Candy, Chocolates, etc.) should be shipped 2nd Day Air or Next Day Air.

Orders that contain perishable items may be held for shipping until the following Monday if doing so will prevent the package from sitting in a shippers warehouse over the weekend.

Please note that QueenCityCandy.com, does not accept responsiblity for damage that may occur to perishable products during transit.

Please consider and evaluate the weather and temperature at your receiving location before placing an order for perishable goods that may not survive the transit. In order to best protect temperature sensitive products, customers should purchase an insulated shipping box with ice packs or dry ice. We cannot be responsible for melted product. Plan to be home to receive your delivery or ship to a location where your order will be received in a cool dry place to safeguard your purchase. Keep your package in a cool dry place.

Back to Top

What if I do not receive my order?

If you do not receive your order within 10 days after being shipped we will start an investigation on the package with the shipper. USPS will not allow us to file a claim on the package unless 21 days have passed. If you need your order before we get a response from the shipper you will have to place another order and once the claim has settled we can refund your money for the undelivered package.

Back to Top

How will I know you received my order?

You will receive an email confirmation to let you know that your order was received and is being processed.

Back to Top

Do you accept coupons?

Sorry, we are unable to accept manufacturer coupons at this time. Any coupons sent to us will not be returned.

Back to Top

What if I want to order by mail?

You can place your order online. When checking out select your payment method as Money Order or Mail in check. Continue the checkout process... on the final screen you will see your order number along with the total you should make your payment out for. Please send all Mail orders to the following address and reference your order number on your payment: Queen City Candy, Inc. 601 Rudolph Way Lawrenceburg, IN 47025 Go Click Here to get the printable mail order form.

Back to Top

How do I create an account?

Creating an Account is Easy. Simply Click Here and complete the registration form. By doing this, you won't have to re-enter your personal information at each visit.

Back to Top

International Customers

We ship to APO/FPO addresses with USPS.

Back to Top

Payment Types

Do you accept credit cards? If yes, which ones?

Yes, we accept American Express, Discover, MasterCard and Visa. We accept debit cards as long as they have either the Visa or MasterCard logo. We also accept other ways of payment, like cashiers checks, money orders and personal checks. Your cashiers check or money order should be made out to and mailed to Queen City Candy, 601 Rudolph Way, Lawrenceburg, IN 47025.

Back to Top

What is a Mail-in Check?

The Mail-in check payment option allows you to complete your order online and then you mail in a check to us. Please reference your order number on your check for faster processing. Once the check is received it is deposited into our bank. Upon a 7-10 day waiting period, if your check clears the bank, your order is the processed in our warehouse and shipped. In the event of a returned check for any reason a $15.00 debit will be added to your account. We will use any means possible to attempt to collect a debit from a retuned check.

Back to Top

What is a Money Order?

The Money Order payment option allows you to complete your order online and then you mail in a Money Order to us. Please reference your order number on your Money Order for faster processing. Once the Money Order is received it is deposited into our bank. Upon a 7-10 day waiting period, if your Money Order clears the bank, your order is the processed in our warehouse and shipped.

Back to Top

What are Store Dollars?

Store Dollars is a more convenient form of payment for you to purchase items on our website. It’s like having your own personal account with us, allowing you the freedom to shop with us without having to remember which credit card you would like to use, what those annoying 3 or 4 digit security numbers are on your card, especially if you don’t always carry those credit cards on you when you decide to place an order. You can purchase Store Dollars using Credit Cards, Money Orders, Cashier Checks or Personal Checks. The money in your account is available for purchases 24 hours a day, 7 days a week.

Back to Top

Shipping

How long does it take to get my order?

Orders which are placed by 1:00 P.M. EST should be received within 1-5 business days once shipped. It is currently taking up to 4-5 business days to process your order via Credit Card and up to 7 business days to process your order via mailed in Personal Check, Money Order or Cashiers Check. We ship via UPS, FedEx, USPS and other carriers. UPS, FedEx, USPS and other carriers do not include weekends or holidays as business days. All shipping charges are based on your zip code and the weight of items in your order. We strive to ship all orders within 24 hours of processing, but some orders may take a little longer due to delivery times of product availability in our warehouse.

Back to Top

How does shipping work?

Our shipping rates are not charged on a per item basis. We base our shipping cost on the weight and location of where the package is shipped to. We do not believe on making money from shipping charges, what we pay is what you'll pay. This way we can keep the cost per item as low as possible, meaning the more you buy the less it costs per item to ship. 95% of all orders are shipped within 48hrs. Orders received after 1PM Friday EST. will be processed the following Monday.

Back to Top

Shipment Confirmation

A shipment confirmation email notice with tracking information will be sent to the email address on your account as soon as your order ships. Please make sure your email address on your account is correct or you will not receive this email or any other order info emails.

Back to Top

Copyright 1999-2016 Queen City Candy, All rights reserved. Order Form | Legal | Link To Us | FAQ | Contact Us
 
Powered by Ecom-Sol.com