We understand that purchasing items internationally can come with some complications, so we want to address your questions here.
Please know that once we have shipped your order and it is sent to the carrier, any issues are beyond our control.
Why is it taking so long to get my purchase?
In addition to needing time to prepare your order, International purchases can take up to three months to be delivered once shipped as they go through multiple processes and Customs. We do our best to mitigate any hurdles that we can before shipping.
Why did you charge me more for shipping?
Postage prices sometimes change between your order and the shipment of your item. We do our best to keep prices as low as we can, but sometimes we do require an additional shipping to cover costs.
How much does it cost to ship to me?
Unfortunately we are not able to give you that information individually, as it all depends on what you order, the size and weight of the item, the carrier and service you select, and where you live. Good news though! You can get a shipping estimate by adding your item(s) to the cart then beginning the checkout process. Before you pay you'll be able to enter your shipping address to see the estimate. No money has to change hands until you click "Check Out". Please be aware that if shipping internationally, duties, tariffs, and other fees may be charged by your country for which you are responsible at the time of the package entering your country.
For custom orders and services, it works a little differently. As each package is unique in this case, shipping is not charged until the Custom item is ready to ship or the serviced item(s) is ready to be returned. (This is stated in the description of each listing.)
Why can't I ship First Class International anymore?
USPS does not track, insure, or allow for inquiries or claims for anything being shipped using Ground Advantage or First Class Mail. We have had a lot of issues when using the less costly options through USPS, and are not willing to risk your purchase having an issue that cannot be resolved to the benefit of all parties.
Because of this we now offer other carrier options including FedEx, UPS, and DHL. Please note that some shipping carriers may not be available in your location.
I’m looking at my tracking and it says it was delivered to Illinois. Why is it there?
Don’t worry! International packages using USPS are sent to a distribution center in Illinois where it is reassigned to a secondary carrier that is local to your country.
Why am I getting charged more when it arrives in my country?
As stated at the checkout page, Tariffs and local taxes are not included when you make your purchase. It is the customer’s responsibility to pay upon receiving. We make sure to add an email address, phone number, or both, associated with your order on a ProForma Invoice on your package so that authorities may contact you directly.
My package seems to be lost. What should I do?
Please reach out to us using our Contact Us. Please be sure to provide all information possible, including your name, email address, the order number and any tracking information that you have received. We will do our best to track down your package but please know we have about as much information as you do once it leaves our location.
How do I track my package?
When your item has been shipped you should automatically receive tracking information through the email you provided at checkout. Using this number, we recommend that you use the carrier’s site or aftership.com/track for the most updated information.
Why do you list the item value so high on the Customs form?
The item value is listed at approximately the actual value of the purchased item. We do this in case damage or loss occurs during shipping.
Can you list my item's value as lower, so I don't have to pay as much when it comes in?
We can do this, but if you request this you understand that you foreit any form of compensation should an issue arise.
My product arrived damaged. What can we do to resolve this?
As stated in the Terms of Agreement, Candy Coated is not responsible for any damages that occur during shipping, Customs, or delivery. Any damage that does occur is solely the responsibility of the customer and Candy Coated is not liable for repairs. We are happy to assist in repairing a damaged item, but cannot do so at no charge.
Can I speak to someone on the phone to get my problem fixed?
We are a microcompany that has limited hours and personnel. As such, the best way to communicate with us is through our contact page
I got a notice that my item has a shipping label, but I haven't seen any movement on the tracking. What's going on?
We are still a very small company and generally are only able to do shipping dropoffs twice a week. We do our best to get your order out quickly, but it can take up to three business days from the time your label is printed to the time it makes it to the post office. Additionally, shipping carriers do not always scan the package as it moves through transit so it does not always show the most updated information. Unfortunately this is out of our control. We generally have the same information that you can view when tracking your package.
I tried to place an order payment but it says that it will not be shipped to my address. Do you not ship to me?
Most of the time when this issue arises it is because the Terms and Conditions have not been agreed to on the Checkout Page. If you have checked this box and continue to have problems, please reach out to us.
Is shipping discreet?
We understand discretion is a main concern for our customers. When you purchase one of our products, the name reflected on your credit card bill will read “Candy Coated”. Our shipping is generally in a regular cardboard box or mailing envelope with no special company markings, or occasionally we will reuse an old Amazon box or the like. The sender’s name on the box is a personal name and CCK, and thus does not attract attention to the contents of the package.
For international orders, we do include a ProForma Invoice on the outside of each package, but list most items as "Inflatable PVC Costume" to keep as much anonyminity as possible.
Can you postpone shipping my item until a certain date?
Unfortunately we are a small company that has limited space and resources. As such we try to get orders out as quickly as possible and are unable to hold orders long term. We appreciate our clientele's understanding in this matter.
I’ve moved since I placed my order. Can you change my shipping address?
If your item has not yet shipped, please use the Contact Us form to let us know about this. We do our best to keep all shipping information updated. When you contact us, please include the name the order was made under, the order number, your email address, the date that the old address will no longer be valid, and specify the old address as well as the new address (labeling them old and new helps us). Any additional charges required to accommodate the new shipping address will be charged separately and must be paid before your order can be shipped to you.
My package says it was delivered but I never received it!
Unfortunately once your order leaves our hands, we no longer have any control over the shipping. If a package goes missing during shipping we are able to request an inquiry with the shipping company but that is all we are able to do. No refunds or free replacements may be issued for an item that does not arrive due to shipping issues.
Can I talk to someone on the phone about my order?
We are a microbusiness that is made up of part time employees. As such, we do not have a phone number to discuss your order.
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Thank you for reading this far! We hope that this helped answer your questions but if not, please reach out to us through our Contact Us page here.