At Candylab Toys we stand by our products. That's why we offer a lifetime warranty against defects in material or workmanship. Every Candylab product goes through several levels of quality control before it is shipped out and our products are designed to last for years. Please note the "defective" part of this lifetime guarantee. This means that the warranty does not cover cosmetic wear that does not affect the safety or function of your product. A scratch or dent is just proof that you are using your Candylab as you should be. Just be careful of reckless driving!
To ensure that our engineering and quality control teams have the tools to continuously improve our products, we require that product is returned to us before we ship replacements. If your Candylab product breaks or is somehow faulty, send us a note via email, and we will get you whatever you may need: firstname.lastname@example.org
You may return an unused item in a like-new condition, in its original packaging within 90 days. A refund of the merchandise and taxes will be given, however shipping and handling for the delivery and pick up will not be refunded. Refunds will be issued in the same method of payment as the original payment. ie. A purchase made with a credit card: a refund will be issued to the original account.
Please note that we may request for you to email/send pictures of damaged or defective merchandise.
Returns must be sent to:CANDYLAB TOYS Inc.174 Hudson St. New York, NY 11215
How soon will I receive my refund?
Once we receive your item we will refund you within 5-7 business days, the cost of the product excluding shipping and handling charges. Your bank may require additional time to post this transaction to your account. We will process the refund using the same method of payment that was used when your original order was placed.
What is your return policy?
Domestic: If for any reason you are not happy with your order, you may return it within 30 days of purchase for a refund (less the shipping charges.) Please reach out to: email@example.com with an image of the product, your order number and the reason for your return. We will not accept returned items that have any visible signs of use or have been, altered or damaged. If your returned item is deemed ineligible because it is not in new, original condition, you will be responsible for shipping costs to have the item returned to you.
Return packages can be shipped using any shipping service of your choice, at your expense. We recommend using a trackable and insured service as we are not liable for any lost or undelivered packages. Once your merchandise is received & reviewed we will start the refund process. If your order was placed over 30 days ago, unfortunately we cannot offer you a refund but we would be more than happy to offer you store credit.
International: Unfortunately because of high shipping costs and longer transit times we cannot offer returns or exchanges for International orders.
How do exchanges work?
Currently we do not offer exchanges. You are more than welcome to return your items, referencing the instructions in the return section above. Once you have followed our returns process, you are free to go ahead and purchase the items you wish to receive.
I received a damaged item upon delivery, now what?
So you opened up your Candylab box only to find that the product has been damaged in transit? Please reach out to: firstname.lastname@example.org and we will get in contact within 2-3 business days. In order to offer a replacement we must hear from you within 7-10 business days after delivery.
I accidentally entered the incorrect address, what should I do now?
Once your order is placed and confirmed, we are no longer responsible for your shipment if you entered the incorrect address. If you notice the incorrect shipping address please reach out to us ASAP and we will attempt to notify the shipping courier of the correct address. If no action is taken on your part and the shipment is returned, we will only be able to offer you a refund minus your original shipping charges and a restock fee of 30% of your order. If your order was shipped via USPS we will not be able to correct your address meaning you will need to place your order again and we will refund you accordingly only if the original order is returned back to us.
How can I replace a lost block, tire, canoe or surfboard?
If you lost one of these items or something similar from our catalog please reach out directly to email@example.com. We offer replacement parts at a small fee depending on what is needed, we also require you to cover shipping costs for the replacement.