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Love It or Return It
If your order doesn’t meet your expectations, let us know. You can return your order within 10 business days for an exchange, replacement or full product refund.
Please retain all original packaging and Contact Us with the reason for your return. A friendly member of our team will help you with the details.
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Email Confirmations
We send an email confirmation with every order. Please look it over and make sure everything is as you wish. If you notice a mistake, call or Contact Us right away.
If you order online, you’ll receive an email confirmation with a reference number as soon as you submit your order. This first reference number will be 6 numbers, preceded by NW. We review your order prior to releasing it for production and charging your credit card. After our review you’ll receive another email confirmation with a different order number. The 2nd reference number will be 10 digits. Two different reference numbers is no cause for alarm; this simply means your order is in the works!
If you order with us by phone, mail or email, you will receive one email confirmation with a 10 digit reference number.
Please add service@whcandy.com to your email address book to ensure delivery of our emails. Your confirmation should arrive to your inbox within minutes of submitting your order. If you don’t find it, check your email junk or spam folders. If you still don’t find it, let us know. We can help.
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Changing Your Order
Our goal is to have your order to you as quickly as possible. To request a change, call or Contact Us right away. We’ll determine your order status and get back to you with the options available based upon your order's completed production steps. We want you to love your order and will make every effort to accommodate your request.
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Personalization or Design Changes
You can make changes to your personalization or wrapper designs at any time before we create your artwork. If we’ve printed your order, a change fee may apply.
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Proof Changes
If you receive a proof, please reply to the email with your approval or any changes you’d like made.
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Quantity Changes
You can increase quantities at any time before your order leaves our building. We may need to adjust your ship date; though we do our best to avoid it.
If you choose to decrease quantities and we’ve printed your order a fee may apply.
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Shipping Address Changes
To change your shipping address, Contact Us with the details. If your order is still in our building, we’ll make the change prior to shipping it. If your order has shipped, we will contact you with the options available based upon your package's status.
FedEx charges an $11 service fee to amend an address. We can charge this to your original form of payment or you can provide an alternative payment type when you make the request.
FedEx offers the convenient option of having your package held for pick up at a FedEx Office retail location. These locations are often open late so this is a great option if you track your package and realize you won’t be home to accept it. When tracking your package at FedEx.com, you can request delivery to your nearest FedEx Office.
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Storing Your Chocolate
Store your chocolate in a cool, dry place to maintain freshness. Avoid the fridge, freezer and direct sunlight.
 Watch How to Store Your Chocolate.
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Checking Your Order Status
On your confirmation page and email confirmation, you’ll see your selected Processing & Shipping option with a “Delivered No Later Than” date. If you order with us by phone, we’ll give you this date when we talk. Due to our exceptionally short processing time, the status of your order changes quickly. We guarantee delivery by your date but if you’d like to check on your order, simply Contact Us.
When your order ships, you will receive a shipping confirmation email with your FedEx tracking number. You can use your tracking number and the FedEx website to keep tabs on your package as it travels from us to you. You’ll receive a delivery confirmation email when your order arrives. Please add trackingupdates@fedex.com to your email address book to ensure email delivery.
When Shipping to Multiple Locations we’ll gladly provide tracking numbers upon request.
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Order Cancellations
You can cancel your order and receive a full refund at any time before we create your artwork. Our goal is to have your order to you as quickly as possible. Contact Us right away to request a cancellation. We’ll determine your order's status and get back to you with the options available.
Photo, design changes and proof fees are non-refundable if your artwork has been created. If we’ve printed your order a cancellation fee of $25 up to the total order value may apply.
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When There is a Mistake
Despite our best efforts, mistakes happen. Please Contact Us with the details if you find one after receiving your order. We’ll do a little research on our end and get back to you with the options available based upon the nature of the mistake. We ask that you retain all original packaging for the return of your original order. We want to hear from you even if you believe you made the mistake when ordering.
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Damage
If your box or package arrives in less than perfect condition, please Contact Us right away. Retain all original packaging for FedEx to inspect it. We will work with you and our shipper to coordinate the pick up and inspection. Once that’s complete, we’ll work with you on a replacement order or refund.
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Shortage
Each package is weighed before it leaves our facility and again by FedEx when it is picked up from our building. If product is missing, we’ll be able to tell by reviewing these weight checks. Contact Us right away if something is amiss. We ask that you retain all original packaging as we may want to coordinate an inspection with our shipping carrier.
If you’ve ordered Standard 1.55oz bars and Assorted Miniatures, you’ll most likely find your Standard bars packed underneath the minis.
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Extra Wrappers in the Box
We often have extra wrappers left over after filling your order. When we can, we include them with your shipment and trust you’ll enjoy the gift!
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Price Adjustments
We offer a price adjustment for items purchased within 5 days of an advertised promotion. Simply Contact Us to request an adjustment.
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Gift Substitutions
During the holiday season, gift items sell and ship quickly. If you order a sold out gift box or tin and we mistakenly show the item in stock, we may need to make a substitution. For this rare occurrence we will ship an equally lovely gift of the same price and net chocolate weight.
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Pricing Errors
We make every effort to ensure accurate pricing. If we make a mistake online, we’ll honor the published pricing at the time your order is placed. Prices are subject to change.
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