Shipping & Order Issues

Most Melville Candy products are made to order. Standard production lead time is generally 12 to 15 business days before shipment. Seasonal demand, custom work, order size, ingredient availability, and warm-weather shipping requirements may extend this timeline.

Shipping Charges & Methods

Shipping is not included in the cost of goods unless a qualifying free-shipping offer applies. Shipping charges will be calculated at the time of payment and added to the relevant invoice. The standard method is FedEx Ground small-parcel delivery.

Wholesale customers receive free FedEx Ground small-parcel shipping on qualifying orders over $400. Unless explicitly stated otherwise, free shipping does not apply to expedited service, warm-weather upgrades, freight shipping, inside delivery, liftgate fees, or other accessorial charges.

Warm-Weather Shipping

From mid-April through September, depending on temperature and destination, orders may ship by FedEx 2-Day with cold packs to reduce the risk of melting. Customers in consistently warm climates may also require FedEx 2-Day service with cold packs. Additional shipping charges will apply when upgraded service or cold packs are required.

Chocolate products shipped between April and October may require expedited service and ice packs at the customer's expense.

Freight Shipments

Melville Candy Company is not responsible for inside-delivery charges or liftgate fees. If these services are required but not specified when the order is placed, any resulting charges will be billed to the customer.

Online orders estimated to weigh more than 400 lbs. will receive a temporary $200 hold to account for potential LTL or freight charges. Final freight costs will be reflected when shipment arrangements are completed.

Freight damage is the responsibility of the carrier. Customers should retain the shipment, packaging, and supporting photographs while a freight claim is reviewed.

Damages, Defects & Incorrect Orders

Damage or defect claims must be reported to info-ws@melvillecandycompany.com within one week of receiving the order. Photographs of all damaged or defective goods are required.

Merchandise approved for return must remain unopened and in its original packaging. Returns should not be shipped until instructions or authorization have been provided by Melville Candy Company.

If a retailer receives an incorrect order, Melville Candy Company will ship the correct order at its expense. At Melville Candy Company's discretion, a prepaid call tag may be issued for return of the incorrect product.

Cancellations

Cancellations must be requested within 24 hours of placing an order. Cancellations requested after 24 hours may incur a 15% restocking fee.

Back Orders

Orders will not automatically be held to ship complete unless requested when the order is placed. Review the complete Back Order Policy for notification, payment, seasonal, and split-shipment details.

Review the complete Wholesale Terms & Conditions for all ordering and resale requirements.