Refund policy
RETURN AND REFUND POLICY
Last updated: August 6, 2026
This Return and Refund Policy applies only to purchases made through www.charleescandies.com.
Purchases made in person at the Rocket Fizz Woodburn store are governed by the return policy posted at the physical store.
Charlee’s Candies LLC is the independently owned operator of the Rocket Fizz Woodburn franchise.
OVERVIEW
Because our online store sells both consumable products and non-consumable merchandise, different return rules apply to different types of products.
• Candy, soda, chocolate, snacks, beverages, and other consumable or perishable products are final sale except when they arrive damaged, melted, leaking, defective, missing, or different from what was ordered.
• Eligible non-consumable merchandise may be returned in new and unused condition if the return is requested within 14 calendar days after delivery.
• Damage, melting, leakage, missing merchandise, or an incorrect item must normally be reported within 48 hours after delivery.
• Customers must contact us and receive return instructions before mailing an item back.
ELIGIBLE RETURNS OF NON-CONSUMABLE MERCHANDISE
Non-consumable merchandise may be returned when all of the following conditions are met:
• The return is requested within 14 calendar days after the carrier’s recorded delivery date.
• The item is unused, unworn, unassembled, and in its original condition.
• All original tags, accessories, inserts, manuals, and packaging are included.
• The product does not show wear, damage, odors, alteration, or other signs of use.
• Proof of purchase from www.charleescandies.com is provided.
• The item is not identified as a final-sale or non-returnable item under this policy.
Examples of potentially eligible non-consumable products include unopened or unused décor, backpacks, toys, gifts, and novelty merchandise.
After a return is approved, the item must be mailed within 7 calendar days using the return instructions we provide.
NON-RETURNABLE AND FINAL-SALE PRODUCTS
The following products cannot be returned or exchanged because of customer preference, change of mind, accidental ordering, or dislike of the product:
• Candy, chocolate, gum, gummies, taffy, snacks, soda, beverages, and other edible or consumable products
• Perishable or heat-sensitive products
• Opened food or beverage products
• Products with opened, broken, or altered safety seals
• Blind-box, mystery, or surprise products after their packaging has been opened
• Customized or personalized products
• Gift cards, except where a refund is required by law
• Products specifically identified as “Final Sale” before purchase
• Products returned without required components, packaging, tags, or accessories
Receiving a duplicate character, an undesired design, or a particular item that the customer did not prefer from a blind-box or mystery assortment is not considered a product defect.
A final-sale restriction does not prevent a customer from reporting merchandise that arrived damaged, defective, leaking, melted, missing, unsafe, or different from what was ordered.
DAMAGED, MELTED, LEAKING, MISSING, OR INCORRECT ITEMS
Please inspect the order promptly after delivery.
Damage, melting, leakage, missing merchandise, or an incorrect product must normally be reported within 48 hours after delivery.
Send the following information to support@charleescandies.com:
• The order number
• The customer’s name
• A description of the problem
• Photographs of the affected products
• Photographs of the interior and exterior shipping packaging
• A photograph showing the shipping label
Please keep the merchandise and all packaging until we have reviewed the claim. Do not discard or mail an affected item unless we instruct you to do so.
Depending on the circumstances, product availability, and extent of the problem, we may provide:
• A replacement
• A partial refund
• A full refund
• Another reasonable resolution agreed upon with the customer
When Charlee’s Candies shipped the wrong item or the product was damaged before or during delivery, the customer will not be charged for replacement shipping or any return shipping that we require.
Insulated packaging and gel packs reduce exposure to heat but do not provide refrigerated transportation. Claims involving heat-sensitive merchandise are evaluated using the condition of the product, delivery timing, weather, packaging, and the circumstances of the delivery.
Customers should retrieve delivered packages promptly. A claim may be denied when damage resulted from an incorrect address supplied by the customer, the package being left outside or in direct sunlight for an unreasonable amount of time after delivery, or insufficient information being provided to evaluate the claim.
Nothing in this section limits any consumer right that cannot legally be limited.
HOW TO REQUEST A RETURN
Before returning anything, email:
support@charleescandies.com
Use a subject line such as:
Online Return Request – Order #[ORDER NUMBER]
Include:
• Your order number
• Your name and contact information
• The product you wish to return
• The reason for the return
• Photographs, if the product is damaged, defective, or incorrect
We will review the request and send return instructions if the item is eligible.
Do not mail merchandise back without authorization. An unauthorized return may be refused or delayed because we may be unable to identify the order or determine why it was returned.
Approved returns will generally be sent to:
Charlee’s Candies LLC
Attn: Online Returns
1001 N Arney Road, Suite 502
Woodburn, Oregon 97071
Please follow the instructions provided with your return authorization in case a different address or procedure is required.
RETURN SHIPPING COSTS
For a discretionary return of eligible non-consumable merchandise, the customer is responsible for purchasing and paying for the return shipping label.
We recommend using a trackable shipping service. Charlee’s Candies is not responsible for a return package that is lost before it is delivered to us.
If the return is required because Charlee’s Candies sent an incorrect item or because an item arrived damaged or defective, we will provide a prepaid return label or reimburse reasonable standard return-shipping costs when we require the product to be returned.
We do not charge a restocking fee for an eligible return.
Original shipping and handling charges are not refundable for a discretionary return. Original shipping may be refunded when:
• We cancel the entire order before shipment
• We shipped an incorrect item
• The order was lost in transit
• The merchandise arrived damaged or defective
• Applicable law otherwise requires a shipping refund
REFUNDS
After an authorized return is delivered, we will inspect the merchandise and notify the customer whether the refund was approved.
Approved refunds will be submitted to the original payment method within 5 business days after approval.
Depending on the customer’s bank, card issuer, or payment provider, it may take up to 10 business days after approval for the refund to appear on the customer’s account.
Refunds for eligible returns generally include the purchase price and applicable tax paid for the returned merchandise. Original shipping and handling charges are refunded only in the circumstances stated in this policy.
If only part of an order is affected, we may issue a partial refund for the affected product rather than refunding the entire order.
If more than 10 business days have passed since we approved a refund and the credit has not appeared, please contact your bank or card issuer and then contact us at support@charleescandies.com.
EXCHANGES
We do not offer standard mail-in exchanges for preference, size, color, or a different product.
For eligible non-consumable merchandise, the customer may return the original item under this policy and place a separate order for the desired product.
When an item arrives damaged, defective, missing, or incorrect, we may offer a replacement without requiring the customer to place another order.
ORDER CHANGES AND CANCELLATIONS
Please contact us as soon as possible to request a cancellation or order change.
We will make reasonable efforts to accommodate the request, but we cannot guarantee that an order can be changed or canceled after it has been packed, fulfilled, or transferred to the shipping carrier.
If an order is successfully canceled before shipment, the canceled merchandise and related shipping charges will be refunded to the original payment method.
After an order has shipped, it cannot be canceled. Eligible merchandise may instead be handled under the return provisions of this policy.
LOST OR DELAYED PACKAGES
Lost, delayed, or delivered-but-not-received packages are handled under our Shipping Policy.
We may contact the carrier and require a carrier investigation before issuing a refund or replacement. We will review the tracking information, delivery circumstances, carrier records, and information provided by the customer before deciding the appropriate resolution.
CONTACT INFORMATION
Questions about an online return, refund, replacement, or cancellation may be directed to:
Charlee’s Candies LLC
Rocket Fizz Woodburn
1001 N Arney Road, Suite 502
Woodburn, Oregon 97071
Telephone: (971) 432-8310
Email: support@charleescandies.com
Customers may also contact us through the Contact page on our website.