Frequently Asked Questions
Last updated: Summer 2026
Ordering
Can I change or cancel my order?
We can cancel or modify an order that hasn't been packed yet. That window can be short because our warehouse begins processing orders quickly, and during peak seasons such as Halloween, BFCM, and Easter, it may be shorter still.
Send us a message through the Contact Us page as quickly as possible. Include your order number and place the word cancel or change at the top of your message.
Can I talk to a real person?
Always. Reach our customer service team through the Contact Us page, and we'll help answer your question or resolve the issue as quickly as possible.
Shipping & delivery
How fast do orders ship?
Most orders leave our warehouse within 1–2 business days. During peak seasons and promotional windows, allow up to 3 business days. Once your order ships, you'll receive a tracking email.
What does shipping cost?
The following rates apply to standard, non-heat-sensitive orders shipped within the contiguous US:
| Order total | Shipping |
|---|---|
| Under $49.00 | $6.99 flat rate |
| $49.00 and above | FREE shipping in the contiguous US |
Where do you ship?
We ship throughout the United States. Orders to Alaska, Hawaii, Puerto Rico, and U.S. territories are accepted, but shipping is calculated using the actual carrier rate at checkout.
How do I track my order?
A tracking number is emailed to you once your order ships. You can also check your order status by logging into your account at candyinbulk.com or by visiting our order tracking page.
Cold Pack Protection
Why does my order have a Cold Pack Protection charge?
Chocolate, gummies, caramels, and certain other candies don't survive a hot truck or a long summer transit, and we don't pretend otherwise. Every heat-sensitive product is marked with a Cold Pack Protect badge on the product page and in collection views.
For heat-sensitive products, every order automatically includes Cold Pack Protection:
- Professional-grade ice packs sized to your order weight
- An insulated liner that holds temperature in transit
- Expedited shipping where it's needed to get your order there before the cold packs warm up
For the complete rates and destination breakdown, see our Shipping Policy.
Is the Cold Pack Protection charge a markup?
No. Cold packs, insulated liners, and expedited carrier services have an additional cost. We charge what it actually takes to get your order to your door in the condition it left our warehouse. No markup, no padding.
Returns & refunds
Do you accept returns?
We don't accept food-product returns. Once a food product leaves our warehouse, we can't verify how it was stored, handled, or transported, so food-safety requirements don't allow us to return it to inventory.
If your order arrives damaged, incorrect, incomplete, or melted past saving, contact us within 7 days of delivery.
What should I include when reporting an issue?
- Your order number
- A short description of the problem
- Photos of the damage, melt, incorrect item, or other issue
Photos help us evaluate the issue, file a carrier claim when applicable, and begin working toward a resolution more quickly.
What resolutions are available?
After reviewing the situation, we may offer one of the following:
- A replacement shipment for the affected items
- A refund to your original payment method
- A store credit for the affected amount
Most cases are resolved within 2 business days of receiving the necessary information.
How long does a refund take?
Once we process an approved refund, it typically takes 3–5 business days to appear on your statement, depending on your bank or card issuer. International cards and some prepaid cards may take longer.
For the complete terms, see our Refunds & Cancellations Policy.
Subscriptions
Do you offer Auto-Delivery?
Yes. Eligible products may be purchased through Auto-Delivery, allowing you to select an available delivery interval and receive recurring shipments according to the schedule selected during checkout.
Your first subscription order receives 5% off, and every renewal receives 15% off while the subscription remains active. You can pause, skip, reschedule, or cancel through the customer portal.
For complete details, visit our Auto-Delivery page.
Still have a question?
Our customer service team is available through the Contact Us page. Include your order number when your question concerns an existing order so we can assist you more quickly.