Refunds & Replacements
We stand behind the quality of every product we ship. Because of what we sell, our policy is strict — please read it before ordering.
No returns
Due to the nature of our products, CandyZaExpress does not accept returns of any sort. For health, safety, and regulatory reasons, once a product has left our facility it cannot be restocked or resold. Please do not send products back to us — returned packages will not be accepted, and no refund will be issued for them.
Refunds and replacements
Refunds or replacements are not automatic. They are issued on a case-by-case basis, at our discretion, after we review your claim. Situations we will review include:
- An item arrived damaged or defective,
- You received the wrong item, or an item was missing from your order,
- A shipping issue covered by shipping insurance (see below).
How to file a claim
- Email within 7 days of the date USPS marks your package delivered.
- Include your order number and a clear description of the problem.
- Attach proof supporting your claim — for example clear photos and/or video of the product, the packaging, and the shipping label. Claims without proof cannot be processed.
- We'll respond during business hours (Monday–Friday, 10 AM–5 PM PDT). If a claim is approved, we will let you know whether a replacement, refund, or store credit will be issued.
Claims submitted more than 7 days after delivery, or without adequate proof, will be declined.
Shipping charges are non-refundable
If we approve a refund or store credit for any reason, the original shipping charge is not refunded. Shipping fees are paid directly to USPS for your shipping label at the time your order ships, so we are unable to recover or return them.
Lost, stolen, or mis-delivered packages
Once your package is handed to USPS, its handling is out of our control. We strongly recommend shipping insurance at checkout. Insurance covers packages delivered to the wrong address, marked delivered but not received, or stolen — as long as you provide the required proof within 7 days of the delivery scan. Without insurance, we are unable to refund or replace packages that are lost, stolen, or mis-delivered by the carrier. See our Shipping Policy.
Incorrect or insufficient address
Customers are responsible for entering a complete and correct shipping address. If USPS cannot deliver because the address you entered is incorrect or insufficient, we are not responsible for the package and cannot issue a refund or replacement. If a package is returned to us as undeliverable, we may re-ship it at your expense.
Order cancellations
Because we process quickly, cancellation requests must reach us before your order has been packed or a label has been created. Email as soon as possible; once an order has shipped it can no longer be cancelled.
Chargebacks
Please contact us before initiating a chargeback or payment dispute with your bank so we have an opportunity to resolve the issue directly. All chargebacks and payment disputes are monitored and reviewed. Accounts associated with a chargeback may be flagged in our system and may no longer be eligible to place future orders with CandyZaExpress. We reserve the right to decline or cancel future orders associated with accounts that have initiated chargebacks or payment disputes.
Need to file a claim?
Email with your order number and photos/video within 7 days of delivery.