Shipping Information & FAQs

We strive for nothing less than ecstatic customers. Our goal is to make online ordering as easy as possible, and to provide shipping options to accommodate each customer's needs. So whether you've got a few days to restock your candy supply, or you need to get that gift there tomorrow, we are here to help. If you need to receive your order by a certain date, please call us at 216-487-7070 so we can advise you on the best shipping options.

All City Candy ships year round to locations within the United States, Canada, and international countries serviced by DHL Worldwide. We ship from our retail location, All City Candy, in Richmond Heights, Ohio, just outside of Cleveland.

We offer USPS Flat Rate Shipping of $9.95, UPS/FedEx Flat Rate Shipping of $14.95 and FREE SHIPPING on orders over $300 for all US orders being shipped within the contiguous 48 states.

For all other addresses, shipping rates are automatically calculated by the shipping carrier during the checkout process, before you confirm your order. Rates are based on weight, geographic location and shipping method. These rates are set by the carrier, not by All City Candy.

While most orders will be delivered sooner, please allow up to 5 business days for your order to arrive once it has been fulfilled.

If you’d like to receive your order faster, you may select an expedited shipping option during checkout.

NOTICE: IF YOU SELECT AN EXPEDITED SHIPPING OPTION AND PLACE AN ORDER AFTER 3pm ET, THE ORDER WILL NOT BE FULFILLED UNTIL THE NEXT DAY. 

For shipping meltable products in warm weather, please see our Warm Weather Policy.

DHL Worldwide - For international orders.
Please note, international orders may be subject to a customs duty at the inbound country's customs authority's discretion. Duties and taxes are not included in the price of the products or in the overall shipping costs paid to All City Candy. If incurred, the customer is responsible for any additional inbound duties and taxes. 

It is the customer's responsibility to make sure everything ordered is importable to their country. Taxes, fees, duties are the responsibility of the customer and we will not refund international orders for any reason beyond a packing mistake made by our staff.

Shipping FAQs

If I place my order today, when will my order be shipped?
We know you'll be waiting at the mailbox for your goodies to arrive, so we ship fast -- usually the same day! Orders placed by midnight usually ship the next business day, pending credit card verification. But, please allow us up to two days to process your order. Orders are not processed on holidays.

Will I receive a tracking number so I can trace my order and find out the approximate time of delivery?
We will send an email confirmation with a tracking number as soon as your order ships.

What should I do if I need my order delivered by a certain date?
Call us or email us at info@allcitycandy.com before placing your order so we can advise you on the best delivery option. Please be advised that regardless of which shipping method you select, we cannot guarantee when your order will arrive, and we will not issue refunds on orders not delivered by a certain time.

Our customer service is available Monday-Saturday from 9 a.m. - 6 p.m., and Sunday from 12 - 5 p.m. EST. Phone: 216-487-7070.

What if I am shipping in the summer, or to somewhere warm like Arizona?
Chocolate and candy made with gelatin are extremely heat sensitive and will melt in temperatures above 75 degrees Fahrenheit. We offer $3 cold packs to ensure the best possible protection from the heat, but we cannot guarantee that the candy will not melt in transit during hot weather. When shipping items during warm-weather months or to warm-weather climates, we recommend selecting an expedited shipping method, and shipping to a business address to avoid the possibility of the package sitting outside. We do not refund for melting.

What if I have questions after receiving my order?
Please call us or email us at info@allcitycandy.com within 48 hours of receiving your order to discuss any issues or questions. Our customer service is available Monday-Saturday from 9 a.m. - 6 p.m., and Sunday from 12 - 5 p.m. Phone: 216-487-7070.

If your product arrived damaged, please retain ALL packaging, including the shipping box, packing material, packing slip, and product packaging. We will request that you email photos of all these materials in order to assess the situation and proceed with a solution.

We changed the colors for our event. Can I return or exchange my order?
Because candy is a perishable item, and in compliance with Food & Drug Administration (FDA) policies, All City Candy cannot accept any candy for a refund unless it has been damaged in transit (excluding damage due to weather conditions).

I'm trying to order a large quantity of an item, but the site isn't letting me. What's going on?
Our website is tied to our inventory system and will not allow you to purchase more of an item than we have on hand. However, we would be happy to work with you to secure the item(s) in the quantity you need, so please call us at 216-487-7070 or email us at info@allcitycandy.com, and we will do our best to accommodate you.

I'm looking for an item that I can't find on the website. Can you get it for me?
We love to make our customers happy, so if there's an item you can't find, if you need a large quantity of an item, or if you'd like a customized product or gift, we are at your service! Simply call us at 216-487-7070 or email us at info@allcitycandy.com with your request, and we will do everything we can to find or create what you are looking for.

To ensure a sweet customer experience, please consider...

• Taste - Manufacturers sometimes change recipes or items don't taste like we remember them. Gummies, taffy, chocolate, etc., will vary in texture, consistency, firmness and flavor with different brands and manufacturers.
• Color - Candy is often made in small batches and color may vary from time to time. Color may also look different in person than on your computer screen.
• Cancellations - Check your order carefully before hitting the submit button. As soon as your finalize your purchase, we start working on your order. If you need to cancel it, please call us immediately. If the order has already been fulfilled, we will be unable to cancel it.

Warm Weather Policy

We love those warm weather months - sand castles, flip flops, swimming - and nothing makes summer sweeter than candy! So we take extra care and attention to minimize melting when shipping during warm-weather months or to warm-weather climates. Chocolate and candy made with gelatin are extremely heat sensitive and will melt in temperatures above 75 degrees Fahrenheit. When shipping items during warm-weather months or to warm-weather climates, we recommend all heat sensitive items be shipped via expedited (2 business day) service. You can ever add cold packs for $3 to ensure the best possible protection from the heat.

All City Candy is not responsible for product that was delivered to its location but sat on a hot porch or in the sun all day. We only ship orders in the warm weather that will arrive by Friday of the same week, so we may delay the shipment of your order to accommodate this. We do not want candy to sit in a carrier's hot warehouse over the weekend. It is best to order early in the week, on Monday- Wednesday. If at all possible, have your order shipped to an air conditioned location so it does not sit outside in the heat longer than necessary. Unpack your order promptly.

While we take extreme measures to make sure your order will arrive in excellent condition, we cannot guarantee that candy will not melt in transit during warm weather. We do not refund for melting.