Customer Service

  • Order Acceptance Policy

    We reserve the right at any time after receipt of your order to accept or decline your order for any valid reason. From time to time, in order to protect the security of your information, we may require additional verifications or information before accepting any order.

    Out-of-Stock Items

    In this case, we will contact you by email to advise you on when the product will become available again, or if we have a recommended substitute product. If we don’t receive a response from you within 2 business days and the product remains unavailable, all remaining available items in your order will be shipped. If no contact has been made prior to shipping your order will shipped less the quantity that is out of stock, and your order will be refunded for any out of stocks. NO BACKORDERS WILL BE MADE.

    Shipping & Delivery

    Domestic Shipping Policies

    There is no standard or flat rate for shipping. It is calculated automatically before you confirm an order, using Fed Ex and USPS shipping tables and are based on package weight and size, delivery distance and shipping method. Shipping costs approximately double for every upgrade. Unfortunately, weight plays a significant factor in determining shipping costs and bulk candy has a high shipping-to-product-cost ratio. All of our orders are shipped via Fed Ex and USPS, and you will have options on shipping. The cost will adjust automatically with your choice. Once you have determined that the shipping is satisfactory, you can then process the order. When hot weather is upon us, we will modify our available shipping methods to make sure you receive your product in good shape. Please remember Saturday and Sunday are not business days.

    Most orders are shipped from our warehouse within 48 business hours of placing the order – please allow time for processing. Orders placed during the weekends (Saturday and Sunday) will be processed on the following Monday, barring holidays. Shipping transit times begin the day after the order is picked up by Fed Ex.

    Shipping transit times are as follows:

    • Ground: 1 to 6 business Days after processing period
    • 3 Days: 3 Business days after processing period
    • 2 Days: 2 Business days after processing period (receives high order priority)
    • 1 Day: 1 Business day after processing period (receives high order priority)
    • USPS Priority- not a Guaranteed Service, just an estimation of delivery time. (DO NOT USE THIS SERVICE FOR TIME SENSITIVE ORDERS)

    *Please note that these are estimate transit times based on Fed Ex & USPS shipping services.

    Canada Shipping Policies

    RoyalCandyCompany.com offers Canada Standard Ground Shipping on all orders. Your actual shipping rate will depend on the exact weight and destination of your order. Remember that business days do not include weekends and holidays. There may be delays due to unforeseen circumstances or customs. There may be additional customs/import fees depending on your province, which are your responsibility. All shipments to Canada are subject to your standard Goods and Services Tax (GST), and to the Provincial Sales Tax (PST or QST), plus Canadian custom release fees. Customs merchandise duties - normally around 12% to 18% of the total order value, based on the types of products purchased - will be assessed by Canadian customs. A flat $10.00 Fed Ex brokerage fee will apply on all orders up to $200.00 in total value. Fed Ex brokerage fees for orders exceeding $200.00 start at around $42.00, and increase based on the total order value.

    Canada shipping transit times are as follows:

    • Standard Ground: 7-10 Business Days
    • Express: 2-4 Business Days

    *Please note that these are estimate transit times based on Fed Ex shipping services.

    *Import Tax, Duties, and tariffs: Customers are responsible for any additional import taxes, duties, and tariffs that are charged to their order upon delivery.

    Shipping During Hot Weather

  • During the hot summer season, Royal Wholesale goes the extra mile to modify our packing and shipping methods to ensure you receive your product in excellent condition.
  • All orders containing meltable items (generally chocolate, wax and sugar free products) are packed in boxes with insulated liners and cold packs to help keep your chocolate and candy cool for up to 48 hours.
  • All shipping is reduced to two days or less and we only ship out meltable orders Monday through Wednesday to ensure that your shipment is not left to sit in a shipping facility over a weekend. We do everything within our power to pack your order as soon as we receive it and ship it within a two day period. As always, we are passing along the discounted shipping rates we receive from FedEx along to our customers.
  • You can also aid the shipping process by having your order shipped to a business address. These generally (but not always) receive shipments earlier in the day when temperatures are lower and have someone there to receive the package and bring it inside right away.
  • Once you receive you order, let it sit at room temperature. This will allow any product that may have gotten soft to return to it’s normal state.
  • We are unable to provide refunds for shipments damaged due to weather conditions, but we will certainly do our best to ensure that it arrives in excellent condition.
  • If you have any further questions about our summer shipping procedures, please contact us via email at sales@royalwholesalecandy.com or call us toll free at 888-261-8277.
  • Please see the Fed Ex shipping map below for clarification on how long it will take to receive your order from us once it has been processed.

 

  • Privacy & Security

    By visiting www.royalcandycompany.com you are accepting the practices described in this Privacy Notice. www.royalcandycompany.com knows that you care how information about you is used and shared. The information we learn from customers helps us personalize and continually improve your experience with www.royalcandycompany.com. If you choose to visit www.royalcandycompany.com, your visit and any dispute over privacy is subject to this Privacy Notice and our Conditions of Use. If you have any concern about privacy, please contact us. As our business changes, this Privacy Notice and the Conditions of Use will also change, and use of information that we gather now is subject to the Privacy Notice in effect at the time of use. We may e-mail periodic reminders of our notices and conditions, unless you have instructed us not to, but you should check our Web site frequently to see recent changes.

    Types of information we gather include (i) Information we receive and store that you enter on our Web site or give us in any other way. We use information you provide for responding to your requests and communicating with you; (ii) Information we receive and store whenever you interact with us. For example, we use "cookies," and we obtain certain information when your Web browser accesses www.royalcandycompany.com. Cookies are identifiers that we transfer to your computer's hard drive through your Web browser so our system may recognize your browser and also to provide features as storing items in your shopping cart between visits. Some of the information we collect and review includes the Internet protocol (IP) address used to connect your computer to the Internet, e-mail addresses, password used, computer and connection information, your purchase history, the Uniform Resource Locators (URL) trail to, through, and from our Web site, cookie number, and products you viewed or searched for. Usually you can adjust these settings in your browser. The "help" feature in the toolbar of most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether; and (iii) We may receive a confirmation when you open e-mail from www.royalcandycompany.com if your computer supports such capabilities. This helps us review our content for usefulness to our customers. Please contact us if you do not want to receive e-mail or other mail from us. Information about our customers is an important part of our business, and we are not in the business of selling it to others. We do not share information with anyone else. We employ others to perform functions on our behalf, including fulfilling orders, delivering packages, sending postal mail and e-mail, providing marketing assistance, processing credit card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes. We release account and other personal information only when we believe such release is appropriate to comply with law, to enforce our Conditions of Use, or protect the rights, property, or safety of www.royalcandycompany.com, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction.

    Other than as set out above, you will receive notice when information about you might go to third parties, and you will have an opportunity to choose not to share the information. To protect the security of your information, we employ Secure Socket Layer (SSL) software, which encrypts information you input. We reveal only select digits of your credit card numbers when confirming an order. We transmit the entire credit card number to the appropriate credit card company during order processing. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer. You can always choose not to provide information, even though it might be needed to make a purchase. If so, please contact us. You can add or update certain information after signing in to your account. When you update information, we may keep a copy of the prior version for our records. www.royalcandycompany.com does not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18, you may use www.royalcandycompany.com only with involvement of an adult. If you have any comments or questions, please contact us. Thank you.

  • Returns & Replacements

    Due to candy being a perishable item and in compliance with The Food & Drug Administration (FDA) policies, RoyalCandyCompany.com does not accept any return on candy products. Edible (ALL CONSUMABLE FOOD PRODUCTS) may NOT be returned. All return/refund requests must be made to our Customer Care department within 7 business days of receipt of your order (determined by Fed Ex tracking) AND must be authorized by customer service in advance. To protect our customers’ health and safety, RoyalCandyCompany.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. In some cases a 20% restocking fee will be applied, but rarely charged. Since food products cannot be returned, and we do not refund for melting, please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please call us before you place your order):

    Quantity

    Think through and calculate how much candy you will need for an event or project.

    Taste

    Manufacturers sometimes change their recipes, and your taste buds change too.

    Color

    Some of our products are hand-made in batches and color may vary. Colors may also look different from one computer monitor to the next.

    Brand Variance

    Different brands of candy like gummies, taffies, caramels, etc. vary in consistency, texture, firmness, etc. So, the same types of candies made by different brands will not always taste the same (e.g., European-brand gummies tend to be harder than American-brand gummies).

    Heat

    If it is warm in your area, stay away from heat-sensitive items as we do not refund for melting! And always make sure someone is around to receive the package.

    Mistakes

    Double check your online order before hitting that submit button! Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 7 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.

    Refusal of Package

    If parcels are refused, there will be a 20% restocking fee, and the original cost of shipping, to and from, will be deducted from refund amount from the purchaser's original form of payment.

    Cancellations

    We will often pull, pack, and ship an order within minutes of our customers placing it. As soon as an order is "complete" into our fulfillment system (which can be seconds after you push that submit button), it cannot be cancelled. Of course you are welcome to call us and check whether an order has been completed and if it has not, we are happy to process your cancellation. However, if a customer care representative sees the order has been "completed" into our fulfillment system, they will be unable to cancel it. We have spent an extremely large amount of resources to develop and create this extremely quick and efficient automated turn-around system and if we were to cancel an order already completed, that one act would interrupt our entire fulfillment cycle (potentially affecting hundreds of other orders). We appreciate your understanding on this matter and we urge you to please take the time to carefully make your selections before hitting that submit button!! If you are unable to cancel your order but still want to return the products, you have the option of returning or refusing the package once it arrives at your destination (see details above regarding returns and refusing packages). If the order is en route and delivery is refused, you will be responsible for shipping costs as well as the cost of return service. If the order qualified for Free Delivery when offered you will be credited the cost of merchandise, less the 20% restocking fee, less the actual cost of shipping, to and from, as determined by RoyalCandyCompany.com.

    Incorrect Shipping Address

    If the customer provides the wrong address when placing an order, the following shall apply: -If the order is returned to RoyalCandyCompany.com in good condition: Customer will be responsible for the full cost of shipping as well as a twenty percent (20%) restocking fee(rarely charged). If the package is returned to RoyalCandyCompany but the contents are damaged or if the package is lost: No refunds. -If the package is en route and the customer requests a shipment intercept/address correction: Customer will be charged $12 per package/box (this cost is a direct fee from our delivery service provider).

    Timely Delivery

    We cannot issue credits or refunds for orders not delivered on specific dates unless (1) you notified us that you needed the order by a certain date AND (2) the order is shipped via Fed Ex Next Day or Fed Ex 2 Day. Because delivery times for orders shipped by ground delivery methods vary from state to state, no guarantees regarding delivery dates can be made. If you absolutely need your products on a certain day, please let us know and we will do our best to advise you regarding the most appropriate delivery option. RoyalCandyCompany is not responsible and cannot provide refunds for delays outside our control including inclement weather, natural disasters, accidents or third party carrier delays.

    Adult Signature Confirmation

    Signature confirmation is an option when shipping packages to residential addresses. You will be notified by e-mail with tracking information and an estimated delivery date once your order has shipped, so if you choose this option, please make sure someone is available to sign for your package. Fed Exwill make 3 delivery attempts and if no signature is obtained the package(s) will be returned to us. You will be responsible for the return freight charges (*see return policies). If you do not choose signature confirmation we will not be responsible if Fed Ex leaves your package(s) and you determine they are missing.

    Hot Weather Issues

    As stated on our FAQ page, RoyalCandyCompany.com cannot take responsibility for products damaged in transit due to extremes in temperature, nor will we replace said product before reviewing the delivery circumstances involved. If questions arise as to perishability, please contact us and we will do our best to provide guidance. In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within seven 7 days after physical receipt of merchandise as determined by Fed Ex tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.

    Special Orders

    No returns on special order products.

    Seasonal Orders

    Due to the limited quantity of seasonal candies, please note that the purchase of all seasonal merchandise, perishable or non-perishable, is non returnable.

    Missing Items

    In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within two (2) business days of physical receipt as determined by Fed Ex tracking. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.

    Orders With Incorrect Merchandise

    In the event that incorrect merchandise is received, we will do our best to correct the error in a timely fashion. In the event of an exchange, we will ship corrected merchandise at the shipping service level at which it was purchased. For instance, if the incorrect merchandise was shipped via Fed Ex Ground, it will be shipped at the same service level. In the event that you opted for Rush Delivery, we will refund the cost of shipping the incorrect item. We will issue a call tag for the return of the incorrect merchandise and upon receipt, will issue credit accordingly. Please note that we are unable to issue credit for any product in which the factory seal is no longer intact. Please note that in order for credit to be issued, notification of order discrepancies must be made within seven (7) business days of receipt as determined by Fed Ex tracking.

  • Ordering

    Select the items you want to place in your Cart by clicking on the “Add To Cart” button next to the item you want. You may also type in the quantity in the box next to “Add To Cart” if it is more than one. You will know when an item has been successfully added to your Cart when it appears in the "Shopping Cart/My Cart Page."

  • Payment, Pricing, Promotions, & Sales Tax

    We accept Visa, Mastercard, American Express, and Discover orders through our ultra-secure ordering system. No taxes are charged for edible candy items sold by RoyalCandyCompany.com. Sales tax is only applied to non-candy items sold and shipped to addresses within the state of New Jersey.

  • Viewing Orders

    When you click the "Proceed to Checkout" button on the Shopping Cart/My Cart Page, you will begin the checkout process. To make your shopping experience as intuitive as possible, we have streamlined our checkout process as much as possible. Upon clicking the "Proceed to Checkout" button in your Shopping Cart, users with existing accounts will be automatically taken to the "Shipping and Billing Information" page. Users that are not currently logged in will be allowed to log in using an existing account and users that do not have an account will be given the opportunity to register. When you see the Order Confirmation screen, you will know that we have received your order and that it will be processed. Please make a note of your order number or follow the on-screen instructions for printing out the confirmation page. A confirmation will also be sent to you via email.

  • Updating Account Information

    Upon logging in, you will be brought to your "My Account" page, where you will have access to all your Account Information including, Address Book, My Orders, My Product Reviews, My Tags, Newsletter Subscriptions, and My Wishlist.

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