shipping-returns
Shipping & Returns Policy
RETURN POLICY:
MyMexicanCandy.com does NOT accept returns of any edible products. All return/refund requests must be made to our Customer Care department within 10 business days of receipt of your order AND must be authorized by customer service in advance. To protect our customers’ health and safety, MyMexicanCandy.com only accepts returns of non-edible items that have not been worn or used (apparel, accessories, etc.). Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition at their expense. A 10% restocking fee will be applied to returns of non-edible products. A 20% restocking fee and the shipping charges to and from our warehouse will be applied to candy received back at our warehouse due to undeliverable addresses or customer refusal of packages. Remember we don't accept returns on candies.
Cancellations:
If the customer decide to cancel the order before is shipped, the refund will be the total of the order minus a 2.5% for processing fee's if the Payment is made it with a credit card.
Incorrect Shipping Address:
If you notice that your address is incorrect and your order has not been shipped please contact our customer service to make the change.
If the customer provides the wrong address when placing an order and the order has already been shipped, the following shall apply:
- If the order is returned to Mexican Candy Online in good condition: Customer will be responsible for the full cost of shipping as well as a ten percent (10%) restocking fee.
- If the package is returned to Mexican Candy Online but the contents are damaged or if the package is lost: No refunds.
Incorrectly Ordered Items:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received.
All returns caused by customer error may be subject to a twenty (20) percent restocking fee.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
Damaged, missing or incorrect items in order:
If the customer has received an order with damaged, missing or incorrect items, the customer must contact customer support and provide name, order number and pictures of the damage or incorrect items to begin the processing of a refund or shipping of the correct items.
If an order is marked as 'Delivered' and the customer has not received the item in 24 hours after the status of the tracking information changed to 'Delivered' the customer may contact customer support with their order number so we can contact the correct shipping company for further investigation of the missing package. We encourage our customers to check in with neighbors to see if they received the package by mistake.
Please note that contacting shipping companies may take several days and any claims for missing orders may not be refunded until the shipping companies have confirmed that they either misplaced the item or cannot provide evidence that the package was correctly delivered.