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Frequently Asked Questions

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 orders will only ship Monday through Wednesday, and 2-day & 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 been processed & has a tracking number.

What is your return policy? 
Due to the perishable nature of our products & for the safety of our staff & customers, we are unable to accept returns on online orders or in-store purchases. All transactions are final sale & non-refundable.

For inquiries regarding item quality, please document the state of your item(s) & contact customer service at 866.939.5267 or customerservice@dylanscandybar.comwithin 24 hours of receiving your order.

If you purchased Dylan’s Candy Bar products from one of our retail partners, please refer to the retailer's return policy often found on your receipt or their website.

 

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.

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.

What is Prop65?
Proposition 65, officially the Safe Drinking Water and Toxic Enforcement Act of 1986, is a law that requires warnings be provided to California consumers when they might be exposed to chemicals identified by California as causing cancer or reproductive toxicity. The warnings are intended to help California consumers make informed decisions about their exposures to these chemicals from the products they use. The California Office of Environmental Health Hazard Assessment (OEHHA) administers the Proposition 65 program and publishes the listed chemicals, which includes more than 850 chemicals. In August 2016, OEHHA adopted new regulations, effective on August 30, 2018, which change the information required in Proposition 65 warnings. For more information, go to P65Warnings.ca.gov.

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.