Refund policy

Returns & Refunds

We are careful to ensure your order reaches you in perfect condition. Personalized candy, custom party favors, and gift set items are carefully assembled so that stickers or labels are centered and straight, wrappers are not twisted or bent, and your product is something you will be excited to receive. While returns are rare, if you feel one is needed, please contact us via email to orders@candysense.com.

Returns should be sent to:

Candy Sense, Inc, 600 Congress Ave, Floor 14, Austin TX 78701, United States

Damages or Missing Products

Claims for defective or missing product(s) must be filed with Candy Sense within ten (10) non-holiday business days of the order’s delivery date based on the proof of delivery from the transit company. Please contact us to initiate the filing of a claim.

If your items arrive damaged or misprinted, a photo of the package and items is required. This will help our team determine what went wrong, file a claim with the transit company, and begin the process of fixing the issue for you. Keep all products in their original packaging.

Making Changes or Cancellations to Your Order

We start working on your order as soon as you hit submit. If you need to make changes to your order, please contact us right away. The shipment of your order may be delayed with any change requests.

If the shipping address you provided needs to be changed, please contact us as soon as possible. We are happy to make any changes necessary. If your order has already shipped, additional fees may apply and delivery may be delayed. In some cases, we may not be able to make the change.

Since we begin preparing your order as soon as you submit it, we may not be able to cancel an order once it has been packed and prepared for shipment. If we are able to stop an order before it leaves our facility, a 15% cancellation fee may be charged for personalized orders.