Frequently Asked Questions

Satisfaction Guarantee and Refunds

- Do you guarantee that I will be satisfied with my order?

Our Candies

- Your candies are really different. Where do they come from?

- Your candies look so cool I want to keep them forever, not eat them. How should I store them?

- Are your candy designs copyrighted? What are the terms of use for this web site?

Ordering and Shipping

- Can you ship your candies to addresses outside the United States?

- What should I do if it looks like my candy package has been damaged or tampered with before I received it?

- I just placed my order. When will my candy get here?

- I’ve absolutely got to have my candy within the next day or two. Can you help me?

- What is Google Checkout?

Your Privacy

- Why do you want my email address?

- Is my mailing address and credit card information safe with you?

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Satisfaction Guarantee and Refunds

Do you guarantee that I will be satisfied with my order?

We want you to enjoy our candies and say good things to your friends about us, so our goal is to make every customer happy. If you receive candy that is not what you ordered, or if it’s broken, please contact us within 3-5 business days of receiving the order, and just let us know if you’d like a refund or a replacement. You can also request a refund if you are simply not satisfied with your order.

Please keep in mind that your candy may not look exactly the same as the photographs that are on our web site. Our candies are made by hand by master craftsmen, so there are variations in the appearance of each and every candy. They are not churned out by deadly Terminator machines working on some robotic candy assembly line. Our candies are just like snowflakes, no two are identical .

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Our Candies

Your candies are really different. Where do they come from?

Our goal with Kai’s Candy Company is to bring you candies unlike anything you’ve seen or tasted before. We’re just starting our business, and our plan is to search out the far corners of the globe to bring you the coolest, most unique, best tasting candies in the world. We’ll also sometimes commission our own designs, like the US Presidential Campaign ‘08 candies we’re selling now. See the About Us page for more information.

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Your candies look so cool I want to keep them forever, not eat them. How should I store them?

You’ll want to store them in a cool, dry place. Heat and humidity will cause them to slowly decay (and they will melt in extreme heat). If you want them to really last, store them in a sealed container with a desiccant pack.

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Are your candy designs copyrighted? What are the terms of use for this web site?

Our candy designs are essential to our business. In fact they’re so important this is the one place we have to hit you with some legalese:

Unless otherwise noted, all materials, including images, illustrations, designs, icons, photographs, video clips, and written and other materials that appear as part of this Site (collectively, the “Contents”) are copyrights, trademarks, and/or other intellectual property owned, controlled or licensed by Kai’s Candy Company. The Site as a whole is protected by copyright. All worldwide rights, title and interests are reserved. The Contents of our site, and the Site as a whole, are intended solely for personal, noncommercial (other than for the purchase of merchandise from our site) use by the users of our Site. You may download or copy the Contents and other downloadable materials displayed on the Site for your personal use only. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the Contents, the Site, or any related software.

Whew!

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Shipping

Can you ship your candies to addresses outside the United States?

Unfortunately, we can’t ship our candies outside the US right now. The main reason is that every country has different regulations when it comes to food products crossing its borders. We are a new business, and as we grow we hope to expand our delivery options outside the US.

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What should I do if it looks like my candy package has been damaged or tampered with before I received it?

Every candy package we send is sealed with tamper-evident tape. The tape looks like this:

If the tape seal is broken, or if the box looks damaged, please refuse the shipment and contact us to let us know what happened. Tell us if you’d like a refund or if you’d like us to send a replacement. If you are not home at the time of delivery, and when you get home you see that the package looks like it’s been tampered with, please do not open the package. Take it to your local post office, tell them the situation, and ask them to return the package as “Return to Sender.” (If you open the package, the post office will charge you for returning it).

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I just placed my order. When will my candy get here?

We reserve 2 business days from the time you place your order until we ship it, but we usually ship an order within 24 hours of receiving it. We use the US Postal Service exclusively for shipping, and we ship all packages by Priority Mail. The Post Office web page for Priority Mail says “delivery…in 2 to 3 days,” but it’s important to note this is not a guarantee.

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I’ve absolutely got to have my candy within the next day or two. Can you help me?

When you order, you can select USPS Express Mail for overnight delivery. Note, however, that overnight shipping fees are high - prices start at about $20 for even a small package (this is also true for UPS and FedEx).

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What is Google Checkout?

Google Checkout is the service we use for the electronic processing of our orders. With Google Checkout, you can save time simply by entering a single username and password for our site as well as the many other online merchants who use Google Checkout. You only have to fill out a single page of information once to make your first purchase. After that, you just need to enter your Google Checkout login to make a purchase with us or any other merchant using Google Checkout. There’s no need to re-enter your information or create multiple usernames and passwords each time you buy.

When you buy with Google Checkout, you can track all your orders in one place and shop with confidence knowing that Google protects you from unauthorized purchases.

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Your Privacy

Why do you want my email address?

We ask for your email address so we can notify you when your order has shipped, or if for any reason there is a problem with your order. We absolutely will not spam you and will not give or sell your email address to anyone else. We have an email newsletter you can sign up for if you’d like to hear about new candies that we’ll sell. This is an “opt in” newsletter, which means you’ll only get it if you ask for it.

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Is my mailing address and credit card information safe with you?

We currently use Google Checkout for managing all our orders. All of your address information is stored securely on Google computers, and Google handles the credit card transactions. We access your address information from Google only for printing mailing labels. We do not give or sell your information to any third party. When you buy with Google Checkout, you can track all your orders in one place and shop with confidence knowing that Google protects you from unauthorized purchases.

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