The short and sweet (pun intended!) explanation for returns is, we don’t do them. We sell food products. Once those products leave our store, we have no way of assuring how they are handled, where they are stored, who they’ve been touched by, and what they’ve been exposed to. We’re quite sure you wouldn’t want to be sold an item that has left our store previously and then been returned. Unless there has been an error on our part during the fulfillment of your order, we cannot accept returns of anything edible. You are reasonable and wonderful people. We trust you’ll understand.
All return/refund requests of non-edible items must be made to Hattie’s within 10 business days of receipt of your order (determined by FedEx tracking) AND must be authorized by Hattie’s in advance. To protect our customers’ health and safety, we only accept returns of non-edible items that have not been worn or used (apparel, accessories, etc.). Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition. A 20% restocking fee will be applied to all returns. Please send your pre-approved returns to the following address (no refunds for products returned without prior approval):
Hattie’s Sweet Shop
PO Box 350
Mt. Angel, OR 97362
Since food products cannot be returned, and we do not refund for melting, please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please call us before you place your order):
Quantity: Think through and calculate how much candy you will need for an event or project.
Taste: Manufacturers sometimes change their recipes, and your taste buds change too.
Color: Some of our products are hand-made in batches and color may vary. Colors may also look different from one computer monitor to the next.
Brand Variance: Different brands of candy like gummies, taffies, caramels, etc. vary in consistency, texture, firmness, etc. So, the same types of candies made by different brands will not always taste the same (e.g., European-brand gummies tend to be harder than American-brand gummies).
Heat: If it is warm in your area, stay away from heat-sensitive items as we do not refund for melting! And always make sure someone is around to receive the package.
Mistakes: Double check your online order before hitting that submit button! Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 5 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.
We reserve the right to refuse a return at all times.
Refusal of Parcels:
If parcels are refused, original and return shipping costs will be charged to the purchaser’s original form of payment.
Our candy elves will often pull, pack, and ship an order within minutes of our customers placing it. As soon as an order is “released” into our fulfillment system (which can be seconds after you push that submit button), it cannot be cancelled. Of course you are welcome to call us and check whether an order has been released and if it has not, we are happy to process your cancellation. We appreciate your understanding on this matter and we urge you to please take the time to carefully make your selections before hitting that submit button!!
If you are unable to cancel your order but still want to return the products, you have the option of returning or refusing the package once it arrives at your destination (see details regarding returns and refusal of parcels in the sections above).
Incorrect Shipping Address:
If the customer provides the wrong address when placing an order, the following shall apply:
-If the order is returned in good condition: Customer will be responsible for the full cost of shipping as well as a twenty percent (20%) restocking fee.
-If the package is returned to but the contents are damaged or if the package is lost: No refunds.
-If the package is en route and the customer requests a shipment intercept/address correction:
Customer will be charged $12.50 per package/box (this cost is a direct fee from our delivery service provider).
In order for credit to be received for incorrectly ordered non-edible items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received.
In the event that you would like us to provide a call tag for said return, there is a non-refundable fifteen ($15) dollar fee. All returns caused by customer error may be subject to a twenty (20) percent restocking fee.
Merchandise must be returned, at purchaser’s expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
No returns on special order products, such as custom gift baskets. No exceptions.
Due to the limited quantity of seasonal candies, please note that the purchase of all seasonal merchandise, perishable or non-perishable, is non returnable.
In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within two (2) business days of physical receipt as determined by FedEx tracking. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
Orders with Incorrect Merchandise:
In the event that incorrect merchandise is received, we will do our best to correct the error in a timely fashion. Please note that we are unable to issue credit for any product in which the factory seal is no longer intact. We will ship corrected merchandise at the shipping service level at which it was purchased. A call tag may be issued for the return of incorrect non-edible merchandise and upon receipt, will issue credit accordingly. In order for credit to be issued, notification of order discrepancies must be made within two (2) business days of receipt as determined by FedEx tracking.