Warm Weather Shipping Policy

Although it is not very common, HealingDrops.store cannot guarantee that some products will not melt during transit during warm temperature months from April 15 to October 15. HealingDrops.store is not responsible for products melted or affected by temperature for any reason during transit.

Our Quality Assurance team inspects all products before leaving our facility. Healing Drops is not responsible or able to control the condition of our products once it leaves our facility. Please make sure you are accepting the product promptly to avoid undesirable warm conditions for candy products. Store candies air tight and in a temperature controlled space no warmer than 70°F. 

Here are some helpful tips for shipping during warm weather:

1. Expedited Shipping: Use one of our expedited shipping services (Next day, 2nd day, 3rd day). These types of services are expensive, but to save on shipping, one can place an order for meltable candy (chocolate, gummies, taffy, and jellies) and another order for non-meltable candy. Use expedited shipping for meltable candy and ground shipping for non-meltable candy.
2. Ice Packs: At checkout, you will be able to purchase ice packs at low cost. We recommend using 1 ice pack for every 5 lbs of meltable candy.
3.  Business Address: Use a business address as a shipping address. Most of the time, carriers deliver before noon to business addresses.
4. Track your package: If possible, track your package daily. By doing this you can make sure that you will be at home when your package is delivered. Otherwise, your package will be left outside where sunlight can potentially hit it.
5. Choose Shipping Date: During warm weather you can request to have your order (if includes meltable product) shipped out between Monday and Wednesday to avoid packages being stored in a UPS hub over the weekend. Let us know if you want HealingDrops.store to ship your order on a Monday, Tuesday, or Wednesday within 5 hours of placing your order. Once the order is released, we will not be able to cancel your order.   

All of these recommendations are precautionary. We encourage all of our customers to follow them when weather exceeds 65°F. Even though you purchase ice packs with your order we cannot guarantee that your order will not melt, or have any temperature related reactions such as blooming, condensation, freezing etc. Ice packs last for no more than 36 hours depending on weather.

Cancellations Policy

For order cancellations please contact us at (954)549-6547 Monday through Friday from 10:00 am to 4:00 pm PST. We reserve 2-3 business days to process orders, but most of the time orders are fulfilled minutes after the order is placed. Orders need to be cancelled within five hours of placing the order. Once the order is released, we will not be able to cancel your order.

Damage Package Policy

It rarely happens, but damages incurred during transit are beyond our control. If you find that your order is damaged upon accepting delivery of it, you must keep ALL of its original packaging and call us within 24 hours of receiving the package. You will have to agree to a UPS inspection within 24 hours of receiving the product. UPS will need to conduct this investigation before we can issue you a refund or send replacement products. This is done to ensure that UPS will reimburse us for the damages in order to accommodate you. If you throw away the original packaging or do not agree to an inspection, we will be unable send you replacement products or issue you a refund.

Out of Stock Policy

At times, our inventory system fails to connect to our website and items that we do not carry will appear “IN STOCK”. If you place an order and an item is out of stock, we will contact you via e-mail. We will send you a list of possible substitute items. If we do not hear from you within 48 hours after email was sent, we will refund you for the out of stock item and ship the rest of your order. You can advise us of the changes you would like to make to your order by calling us at (954) 549-6547 or e-mail us at sales@healingdrops.store. If you have selected an expedited shipping method or have a specific date that you need your order by, please notify us immediately of any changes you would like to make to your order once we have contacted you about an out of stock item. We are not responsible for any delays in shipment for products that are out of stock.

Missing Item Policy

At HealingDrops.store we always want to make sure we exceed your expectations in the products and service we provide. In a situation where an item is missing from your order, contact us within 2 business days of receipt of your order (we can determine this by using UPS Tracking). We will compare the weight of every single product with the shipping weight. After we finish with the comparison process, we will refund you for the missing item. If shipping weight and product ordered weight matches we will not issue a refund.

Wrong Item Policy

At HealingDrops.store we strive to ensure that we exceed your expectations in the products and service we provide. If a customer receives a wrong item in their order, the customer is responsible to contact us within (2)two  business days of receiving the order (which can be determined via UPS tracking). The customer will need to take pictures of all the products that were sent. If customer is not able to provide pictures, HealingDrops.store will not be able to proceed with the claim. As soon as we receive the product pictures, we will send you correct item if we have it in stock; or issue you a refund if it is not available. We will use the same shipping service you use on the original order. Example: If you selected ground shipping when you purchased the item, we will use ground shipping to send correct item. Please advise if item will not arrive on time for your event, so we can refund you for the product instead. We will also send you a prepaid return label, so you send back to us the wrong item. For additional questions call us at (954)549-6547 Monday to Friday from 10:00 am to 4:00 pm PST.

Fraudulent Order Policy

HealingDrops.store is dedicated to protecting your identity against fraud. There are procedures we adhere to if we receive an order that falls into the category of "fraudulent suspicion", which could involve several different factors. We will hold the order until we can verify that the order is not fraudulent. If we are unable to contact you to verify your identity and provide proof that you are the cardholder and placed the order, we will cancel the order and refund the card on file. We do this to ensure your security and ours. We appreciate your patience if your order requires verification.

**PLEASE NOTE, IF YOU NEED YOUR ORDER BY A SPECIFIC DATE, PLEASE CALL US SO WE CAN BETTER ASSIST YOU IN SELECTING YOUR SHIPPING METHOD**

Packaging/Processing Times

We reserve at least 2-3 business days to package and process your order. Orders placed after 11:30 PM PST, during the weekend, or over a holiday will not be received until the following business day. Please be aware of this when selecting your shipping method. If you need to rush your order please contact us so we can do our best to accommodate your time-sensitive order. If you choose store pickup and decide later to have the order shipped we will either ask to charge your credit card the shipping fee or send an invoice or PayPal money request form for the shipping fee. If we do not receive the payment within 48 hours we will cancel your order and charge a 15% restocking fee. 

If you placed an order for store pick-up, we will notify you via e-mail when your order is ready to be picked up.

Orders for customized products can take up to 3 weeks for processing in addition to time in transit for delivery. 

!!! Please note that HealingDrops.store is not responsible for any customs or duty fees that may be incurred for international orders !!!

**NOTE: When weather exceeds 65 F° we don't ship out candy/gummy on Thursdays and Fridays.**

Order Pick-up

Our warehouse is located in Irvine, CA. You are always welcome to pick up your order and avoid shipping costs. Just be sure to choose the Store Pickup option at checkout. You will receive an email as soon as your order is ready for pick-up. It takes up to three business days to have your order ready. In order to pick-up your order you HAVE TO BRING a copy of the order and government issued ID/passport. 

Pick-up Hours:

Monday to Thursday 10 AM- 4PM PST 
Fridays 10 AM - 1PM PST

Note: If you haven't received an email stating that your order is ready for pickup, call us before coming to our warehouse. If you come and your order is not ready for pick-up we will not be able to give it you. 

Expedited Shipping Policy

At this time, shipping companies no longer offer a guarantee on expedited shipping.
Please Note: “Acts of God” are excluded from above and are not refundable for any reason.

"Undeliverable" Packages

Delivery service: FedEx, or UPS will attempt to deliver your package on three separate occasions, each falling on business days during FedEx, or UPS normal delivery hours (9:00am-6:00pm). If the FedEx, or UPS driver is unable to deliver your package because you are unavailable to accept it on all three attempts, your package will be shipped back to our warehouse. At that point, the following options are available:

If you would like your order to be reshipped to you, you are responsible for paying a UPS Return-to-sender fee (which is the original amount of shipping) and the cost of reshipping your package to you.

If you would like to cancel your order, you are still responsible for the Return-to-sender fee (which is the original amount of shipping) and a 15% restocking fee.

Incorrect Shipping Address

Sometimes when creating shipping labels, FedEx, UPS, USPS can detect when an address is wrong. If that is the case, "Healing Drops" will contact you via email. If we don’t hear from you within two business days after the email is sent, HealingDrops.store will cancel your order and customer will be responsible for 20% restocking fee (which will be deducted from refund).

If a package is returned to us, customer will be responsible for original shipping in addition to FedEx, or UPS Return-to-Sender fee (which is the original amount of shipping) plus a 15% restocking fee. If package gets lost or damage, no refunds apply.

We do not change shipping address while package is in transit!

Damaged Packages

It rarely happens, but sometimes items are damaged during transit, which is out of our control. If your order is damaged upon delivery to you, you must keep ALL original packing and packaging material and call us within 24 hours of receipt of package. You must also send us as many detailed photos as possible for us to determine if the product was damaged. You will have to agree to a FedEx/UPS inspection within 24 hours of receiving the product. FedEx/UPS will need to conduct an investigation before we can refund you or send replacement products. This is so FedEx/UPS can reimburse us for the damages and we can accommodate you. If you throw away the original packaging or do not agree to the inspection, we cannot send you replacement products or a refund.

Random Inspections

Very rarely, FedEx/UPS conducts routine inspections on randomly chosen packages. In the event that the package containing your order is chosen for inspection, it may delay the arrival of your order by 2-3 days. The time in which the package containing your order is held for inspection does not count towards its total time in transit. Unfortunately, in the event that the package containing your order is chosen for random inspection, we do not accept returns or cancellations.

Severe/Inclement Weather

In the event of severe/inclement weather, there may be a possibility that your order will not reach you by the initially estimated time of arrival. If you live in an area that is affected by severe weather during certain times of the year and must receive an order by a particular day, we ask that you take that into consideration and place your order well in advance. Despite their efforts to provide continuous quality service, FedEx, UPS, USPS does not conduct pickups or deliveries in severe weather conditions to ensure the safety of their employees. However, contingency plans are in place to ensure that items arrive to their final destination as weather permits. Therefore, we do not accept returns or cancellations for orders that are delayed due to inclement weather conditions.

Returns

For the health and safety of our customers, we DO NOT accept returns on any edible products. We only accept returns of non-edible items that have not been used and they have the original packaging. We are not responsible for returns on incorrectly ordered items.

Our Quality Assurance team inspects all products before leaving our facility. Candy Pros is not responsible or able to control the condition of our products once it leaves our facility. Please make sure you are accepting the product promptly to avoid undesirable warm conditions for candy products. Store candies air tight and in a temperature controlled space no warmer than 70°F. We do not accept returns for melted products. Please review our warm weather policy for more info. 

Refunds do not apply if products don’t arrive on time. HealingDrops.store will NEVER GUARANTEE delivery times. It is customer responsibility to select proper shipping methods and with no less than 2 weeks of advanced of the day needed.

All returns need to be approved by HealingDrops.store. If you want to return a product, you have to contact us within 2 business days of receiving your order (we can determine this by using UPS Tracking). Products need to be unopened and with original packaging. Refund for returns exclude shipping costs and a 15% restocking fee. Customer is responsible for shipping the products back to our warehouse. We do not do refunds for returned items without prior approval.

Fees and Duties for International orders:
Please note that HealingDrops.store is not responsible for any customs or duty fees that may be incurred for international orders!!!

International Shipping Policy:

Package Handover to Courier:

Once the package has been handed over to the designated courier, the seller relinquishes all responsibility for the package. Any risks associated with loss, damage, or delay during transit are transferred to the courier. It is the courier's sole responsibility to ensure the safe and timely delivery of the package.

Missing Packages during Transit:

While we make every effort to ensure that your package reaches its destination safely and on time, we cannot be held responsible for any missing packages during transit. If you encounter any issues with your package, including non-delivery or loss, please contact the courier directly to initiate an investigation and claim.

Taxes, Duties, and Other Fees for International orders:

Please note that any taxes, duties, customs fees, or other charges imposed by the destination country are the sole responsibility of the buyer. These fees are not included in the product price or shipping charges and may vary based on the import regulations of the destination country. Buyers are advised to check with their local customs office to understand and anticipate any additional fees before placing an order.

Delivery Timeframes:

We strive to provide accurate estimates for delivery timeframes. However, please be aware that international shipments may be subject to delays due to customs clearance, inspections, or unforeseen circumstances beyond our control. While we make every effort to ensure timely delivery, we cannot guarantee specific delivery dates.

Shipping Methods and Providers:

We work with reputable shipping providers to deliver your packages internationally. The choice of shipping method and provider may vary based on factors such as package size, weight, destination, and cost. We reserve the right to select the most suitable shipping method and provider for each order to ensure efficient and reliable delivery.

Tracking and Order Updates:

Once your package has been handed over to the courier, you will receive a tracking number. This tracking number will allow you to monitor the progress of your shipment. Please note that tracking information may not be immediately available or continuously updated, depending on the courier's tracking system and the destination country's postal service.

Packaging and Product Integrity:

We take utmost care in packaging and securing your products for international shipping. However, we cannot be held responsible for any damage or loss of product integrity that may occur during transit. If you receive a package with damaged contents, please contact the courier directly to file a claim.

By proceeding with an international order on our website, you acknowledge and agree to the terms and conditions outlined in this shipping policy. If you have any questions or require further assistance regarding international shipping, please feel free to contact our customer support team.

HealingDrops.store

Healing Drops
Attn: Returns Department
192 Technology Dr, Suite T-T, Irvine CA 92618