PEZ.com return policy and terms of sale;
All sales through PEZ.com are final. If an item is damaged in transit or determined to be incorrect, the item will be replaced or refunded at our discretion, otherwise there are no refunds, returns or exchanges. Once an order is placed it cannot be modified or cancelled so please select carefully.
**Please inspect the box before signing for it. If the box looks like it was damaged or opened in transit, please do not sign for it. Refuse the shipment and contact PEZ customer service at 1-877-404-8124 Monday - Friday 9:00am- 4:00pm Eastern time. UPS will not issue credit for damage if the box is signed for.
In the event there is an issue with your order you must contact PEZ customer service within 10 business days of receiving your order. Call 1-877-404-8124 (Monday-Friday 9:00am-4:00pm Eastern time) or email info@pezcandyinc.com for information and instructions.
FAQ’s (Frequently Asked Questions)
-Do you ship outside of the United States?
No. Because of distribution agreements we have with some licensors, we are only able to ship product in the domestic United States.
-How do I know if my order has shipped?
You will receive an email with confirmation of your order as well as a tracking number that is linked to the carrier’s website. From there you will be able to determine when your order was shipped as well as when it is scheduled to be delivered.
-Can I have an order shipped to my post office box?
No. Our main carrier is UPS and they can only deliver to a physical address.
-I live in the area, can I pick up my order at your warehouse?
No. Orders placed on PEZ.com will be shipped from our warehouse to your address, no exceptions.
-Do you save credit card information on your website?
No. We do not store or have any way to retrieve your credit card information once your card has been charged. That information and processing is handled by a company that specializes in safe, secure credit card transactions.
The stem color does not match what is shown in the picture, why?
We do our best to make sure the stem colors match what is shown in the picture but that is not always the case. Sometimes a color change will be made from the initial concept to what is actually used in production. This is part of the normal development process, we reserve the right to substitute or change stem colors when necessary.
-Will I be charged sales tax on my order?
Sales tax will be added to all orders that are shipped to addresses in the state of Connecticut only.
-Do you personalize any other dispensers besides the bride and groom?
No. The only dispensers we will custom print are the bride and groom.
-I bought too many items for my event and I would like to return part of my order, how do I do that?
We are sorry; all sales through PEZ.com are final. Once an order is placed it cannot be modified so please select carefully.
-Do you accept any other form of payment besides credit cards?
At this time we can NOT accept PayPal, money orders or any other form of payment.
Visa, Master Card , Discover or American Express are the only acceptable forms of payment.
-I need my order fast, do you ship overnight?
Yes. Orders placed by 12:00 noon Eastern standard time can be shipped the same day via overnight delivery. There is an additional fee for overnight delivery, you will need to call 1-877-404-8124 (Monday - Friday 9:00am- 4:00pm Eastern time) and speak with a customer service rep to place an order using overnight delivery.
-Part of my order was damaged in transit, what do I do?
Contact customer service at 1-877-404-8124 (Monday - Friday 9:00am- 4:00pm Eastern time) within 10 days of receipt of your order. If an item is damaged in transit the item will be replaced or refunded at our discretion. (a dented bubble on a blister card that happens during transit does not constitute damage)
-I received an item I did not order and am missing an item that I did order, what do I do?
Contact customer service at 1-877-404-8124 (Monday - Friday 9:00am- 4:00pm Eastern time) within 10 days of receipt of your order.
-I lost my password, what do I do?
No problem. Passwords can be sent to you from “My Account” located in the top right area of the Stores homepage. Just enter the email address you used to create your account and we will email your password.
-I lost the email you sent with my tracking number, can you send it to me again?
Email notifications, previous orders and the ability to change your account information can be seen in “My Account” located in the top right area of the Stores homepage. Click on “My Account” then “My Orders” from there you will be able to see orders you placed and the tracking information.
-How are the dispensers packaged?
All dispensers come with candy. If the item indicates it comes with 2 rolls of candy, it is packaged in a poly bag. If the item indicates it come with 3 rolls of candy, it is on a blister card (this applies to all sports dispensers) Unfortunately you cannot choose what form of packaging you would like with your dispenser.