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Refund Policy

The Trail Back: Our Policy on Returns

Listen up, folks. We’re not running a general store here; we’re crafting custom candy with grit and pride. When you place an order with us, our hands get to work building a unique piece just for you.

Custom Wares: You Ordered It, You Own It.

Because every branded candy piece is made-to-order based on your specific requests, measurements, and custom details:
  • There is no trail back. Once the work is done and the dust settles, all sales are final and non-refundable.
  • We can’t take back a custom piece because you changed your mind, picked the wrong size for your horse (or yourself!), or simply got cold feet.
  • Draw your attention here: Study your order details, specifications, and measurements twice because what you order is what you get.

The Only Exception: A Fault in the Forge

We put our reputation on the line with every item we make. The only reason we’d ever take a piece back is if there was a genuine, verified manufacturing blunder—a true fault from our own hands.
  • What’s a Blunder? We’re talkin’ about a misprint, flawed materials, or damaged product that isn’t up to snuff.
  • Sound the Alarm: If you receive a piece with a defect, you need to holler at us within [Seven] sunrises of the delivery wagon dropping it off. Please shoot us an email at info@brandedcandyshop.com
  • The Showdown: You’ll need to send us clear photographs of the bad patch so we can judge the fault. If the defect is truly on our end, we’ll make it right, come hell or high water. We will:
  • Forge a brand new, proper replacement, OR
  • Give you your gold back.

Not Covered by the Exception

  • A little difference in the color from your screen’s picture—materials got their own mind, partner.
  • Damage caused by you, rough riding, or not following the proper care instructions. That’s on your head.

Reporting a Misfire or Missing Haul

Listen up, folks. When your order from the Branded Candy Shop arrives, you best inspect it right away. Time is as short as a thirsty man’s patience on the trail!

The Claim Clock

If you find a broken piece, a misprinted brand, or if some of the sugar is missing from the saddlebag:
  • You must file a complaint with the Branded Candy Shop within ten (10) sun-up to sun-down business days(we ain’t counting Sundays or Federal holidays, mind you) from the day the freight company’s log book shows the delivery was made. Don’t be late to the draw!
  • You gotta contact us immediately so we can start the claim process and figure out what went wrong on the supply route.

Proof and Protocol

If your haul arrives looking like it took a bad tumble or the brand ain’t stamped right:
  • We need photographic proof of the damaged box and the sorry state of the candy itself. This ain’t just for show—it helps our team pinpoint the failure, file a report with the transit company, and get to work fixing the damn thing for you quick as a whip.
  • Keep every last piece and the original wrapping just as it arrived. Do not touch or discard the products or the packaging until we give you the final word. We need it all for evidence!

Changing Horses Midstream: Altering or Calling Off Your Order

Once you punch that order through, our hands grab the reins, and the work starts right then and there. We don’t waste daylight!

Changing Course

  • If you need to change your order—maybe a different flavor or another piece of gear—you must holler at us right away!
  • Be warned: We may not be able to make any changes but if we are able to lasso in your old design just know that any change request is like a detour on the trail. It can hold up the shipment of your order, so expect it to take a little longer to reach your homestead.

Wrong Address on the Map

  • If you put down the wrong destination for the delivery wagon, contact us immediately. We’re happy to redraw the map for you if we can!
  • The Stickler: If your order has already ridden out of our facility, changing the address may cost you extra silver(additional fees), and it will delay the delivery. In some tough spots, once the wagon is rolling, we might not be able to change the address at all.

Calling Off the Deal (Cancellation)

Since we start preparing your customized haul the moment you submit the order, you need to understand:

  • We can’t promise to call it off once the candy has been packed up and readied for the delivery wagon.
  • If you catch us in time, and we’re able to stop the order before it leaves our corral, know this: for personalized orders, we will charge you a 15% cancellation fee. That’s the price for halting custom work already put into motion.

ShippingPolicy

When you order from the Branded Candy Shop, we make sure your goods get saddled up and pointed towards your ranch.

The Freight Costs

  • Shipping costs are based on the weight of your order—the heavier the load, the more it costs to move it down the trail.
  • Charges are tallied for each separate destination, and that silver also covers the price of the protective packaging we use.

Our Wagon Team

  • We rely on FedEx (our trusty transit company) to get the job done. You’ll see a few different ways to ride ’em out when you check out.
  • Our standard route, the one we always default to, is FedEx Ground.

Sending Hauls to Multiple Ranches

  • If you need your order to split up and ride to several different locations, you must contact us first to place that order. We can’t handle split orders through the website’s checkout.

Riding to Military destinations and P.O. Boxes

  • We are happy to deliver to APO/FPO military posts and P.O. Box addresses—we respect those who keep watch over the territory!
  • A Word of Warning: The tracking for these routes is spotty, and delivery updates can be hard to come by.

Delivery Times:

  • Within the main U.S. territory, expect the journey to take 2 to 7 sun-up to sun-down business days.
  • For overseas forts or far-flung territories like Guam, Puerto Rico, and the U.S. Virgin Islands, give us an extra 1 to 2 weeks for the delivery wagon to finally roll in.