Frequently Asked Questions
SHIPPING & HANDLING
How do you ship chocolate and candy during warm months?
During warm months and when sending to warmer climates, we pack our candy carefully with insulation and ice packs to keep the product as fresh as possible. If your order includes a more heat sensitive item (like chocolate), we recommend choosing 2-day or overnight shipping to shorten the amount of time the package is left outside.
What do I do if my product arrives melted?
If your product(s) arrives melted, we ask you to send a picture of the melted product to customer service at customerservice@dylanscandybar.com within 24 hours of receiving your package. We’ll assist you in receiving a replacement or a refund.
Are there certain days you do not ship during warmer months?
During the months of May through September, ground and 2-day orders will only ship Monday through Wednesday, and overnight orders will ship Monday through Thursday. No orders will ship on Fridays.
Do orders with multiple products always ship together?
Most orders with multiple products will ship together, but we do have several exceptions! Personalized orders and hand dipped assortments must ship separately due to lead time, preservation of the product, and/or shipping restrictions.
How will I know when my order ships?
We’ll send you an email when your order has shipped with tracking information.
RETURNS
What is your online return policy?
We accept returns of non-edible, unopened products within 30 days of receipt with the following conditions:
- You must contact customer service before starting the return at 866.939.5267 or customerservice@dylanscandybar.com to gain authorization for a return number to place on the outside of the box. This is to ensure there are no delays in the return and refund process.
- If you’re returning apparel, it must be unworn with the original tags attached.
- We cannot accept returns of personalized products or custom orders.
- For food safety & health reasons, we cannot accept returns of edible product for a refund, unless it was damaged in transit. If damages occurred, please contact customer service at 866.939.5267 or customerservice@dylanscandybar.com within 24 hours of receiving your order.
What is your retail store return policy?
Returns must be made on apparel, accessories, plush and any other non-edible merchandise with the original receipt within 30 days of purchase. No returns will be made without a receipt. Returned merchandise must be in sellable condition, unwashed, unsoiled and with tags intact. Refunds will be issued to the original form of payment. Edible products and seasonal merchandise are considered final sale and are not eligible for a refund. Online returns must be made through our customer service department.
Are there products I cannot return?
We cannot accept returns of edible products (unless damaged in transit), personalized products or custom orders.
How do I ship my return?
Please indicate the product name, order number and reason for returning inside the box. Clearly mark the return authorization number from customer service on the outside of the box. Send your return to us at the below address:
Dylan’s Candy Bar @ MJC
999 South Oyster Bay Road
Building 506
Bethpage, NY 11714
Is there a return fee?
Customers are responsible for the shipping costs on all returns. Please use a traceable carrier for your return. We are not responsible for lost or damaged returns.
How long does it take to process the return?
Once we receive your return, we will issue a refund to your original form of payment. Please allow 5-7 business days for your return to be processed.
PRODUCTS
Are all of your products available online?
Our candy and product selection does vary between our online store and our retail stores, but we consistently rotate our offerings to keep things fresh. If you’re looking for a specific candy or lifestyle product that’s not available online, please reach out to 866.939.5267 or customerservice@dylanscandybar.com so we can get it into your hands.
Are items on sale on DylansCandyBar.com also on sale in stores?
No. Sale items on DylansCandyBar.com are online exclusives.
What comes in my package?
We do not include pricing or credit card information in shipments. We include a general packaging slip with order number, shipping address, billing address, gift message (when applicable) and the items ordered.
How do I create a custom gift basket?
Reach out to our gifting department at 866.939.5267 or customerservice@dylanscandybar.com to help you put together the gift basket of your sweet dreams! If you’re stuck and need inspiration, we’re more than happy to offer suggestions and work with you to bring your vision to life.
How do I personalize a product?
You can visit our personalization page to customize your own candy using your choice of photos, text, and logos. Please note, personalized products require a longer lead time to produce and cannot be returned or exchanged.
What is the lead time for a personalized order?
Personalized orders have an estimated production time of 7-10 business days before shipping.
Can I purchase a gift card online?
We’re so happy you want to sweeten someone’s life with a Dylan’s Candy Bar gift card! At this time, we do not offer the option to purchase gift cards online but we’re working to make this available soon.
Do you offer candy for specific dietary restrictions?
Yes! You can use our category filters to find candies that are suitable for specific diets, such as gluten-free, sugar-free, vegan and more.
Do you offer kosher candy?
Yes, we offer candy that is manufactured in kosher-certified factories. You can search “kosher” on our site to find these items.
Where can I find a product’s allergen information?
You can find allergen information and ingredients on all of our product packaging and webpages. Please note that most of our candies are made in facilities that also manufacture products with common allergens. If you have a food allergy, we would recommend contacting our customer service to learn about products that safely suit your needs.
PARTIES & TOURS
Do you offer store tours?
Yes, we offer an interactive Tour de Sweet of our NYC Third Avenue store! Reach out to specialevents@dylanscandybar.com or 212.620.2700 x4014 for more information.
What types of parties do you offer?
We offer children’s parties, corporate parties, adult celebrations (i.e. showers, weddings, etc.) and parties on the go (yes, we’ll come to you!)
Where can I find party pricing?
You can reach out to an event specialist at specialevents@dylanscandybar.com or (646) 619-8646 for pricing based on your event details.
PERSONALIZATION
Can I use trademarked material in my design?
No. Please use content you own and/or have the rights to. See our Terms & Conditions for more information on trademarked material.
What is the lead time for a personalized order?
Personalized orders have an estimated production time of 7-10 business days before shipping.
Do you ship internationally?
At this time, we only ship personalized products within the U.S.
Do you offer expedited shipping?
While expedited shipping is an option at checkout, our production time of 7-10 business days will remain the same.
Can my order be picked up?
Personalized orders placed on our website cannot be picked up. If you prefer to pick up, we recommend visiting one of our store locations to create your personalized order in-store.
Can I use a gift card on a personalized order?
At this time, we only accept major credit cards for payment on personalized orders placed online.
What freight company do you use to ship personalized orders?
We use UPS to ship our personalized orders. For more shipping details, please visit our shipping page.
What if I need help placing my order?
You can reach out to customer service for assistance at customerservice@dylanscandybar.com or 866.939.5267 Monday through Friday from 9 AM to 5 PM EST.
Can I change or cancel my order once placed?
Your personalized order is made just for you. Therefore, we’re not able to make any changes, cancellations or returns once the order has been placed. Be sure to review your design carefully and use high quality images to ensure the best resolution possible. We appreciate your understanding!
If I have personalized items and non-personalized items in my order, how will my items ship?
Personalized items and non-personalized items will be shipped out separately. You will be charged separate shipping costs for both.
OTHER
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, and American Express credit cards, Visa and MasterCard debit cards, and gift cards.
When will my credit card be charged?
Your credit card will be charged when your order ships. If there is an issue with your order, we will not charge your card until the issue is resolved.
Can you make a donation to my charity or event?
While we’d love to honor all donation requests, we receive more requests than we can accommodate. As a result, we are not currently accepting solicitations for donations. We wish you the best with your fundraising efforts!
Do you have a corporate gifting program?
Yes, we do! As the experts in candy-by-color, we have an endless array of options that you can customize with your choice of sweets, labels and tags. Please reach out to our gifting experts at corporategifts@dylanscandybar.com or 212.620.2703 for more information.
Who do I contact for wholesale inquiries?
For wholesale inquiries, please reach out to wholesaleorders@dylanscandybar.com.
Who do I contact for media inquiries?
For media inquiries, please reach out to press@dylanscandybar.com.