International FAQs

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 as they go through multiple processes and Customs. 

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. 

 

Why can't I ship First Class International anymore?

In recent months we have had a continual problem with products that are shipped First Class International going missing or not being tracked properly. This is not only frustrating for you, the customer, but our small company as well. We want you to be able to enjoy your purchase! First Class items are not eligible for claims or inquiries, so we have made the difficult decision to move away from that shipping option. We understand the new options  are more expensive, but we hope that everyone involved has fewer issues.

Why did you change carrieres?

 Occasionally we will change the carrier to stay within a previously paid shipping fee, so that we don’t have to charge additional for shipping.

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. 

My package seems to be lost. What should I do?

 If it has been 3 months or more since your package has been shipped, 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. 

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.

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.

 

My product arrived damaged. What can we do to resolve this?

 As stated in the agreement at checkout, 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 or email (info@candycoatedus.com)

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? 

When you purchase one of our products, our shipping is generally in a regular cardboard box, mailing envelope or occasionally we will reuse an Amazon box or the like.

 

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).

 

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 (generally USPS) 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.