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Return & Refund Policy
At Shane Confectionery, we strive to ensure your satisfaction with every purchase. Please review our return/refund policy outlined below:
- Lost or Stolen Packages: We regret that we are unable to offer refunds for packages lost or stolen after delivery confirmation.
- Melted Candy: For orders without the "cold shipping" option selected at checkout, we are unable to refund melted candy. To preserve the integrity of your sweets during transit, opt for our cold shipping option during checkout.
- Requirements for Refunds: Should your candy arrive damaged or compromised, we kindly ask that you provide us with an email, your order number, and photograph detailing the issue. This enables us to swiftly address your concerns and provide appropriate assistance.
Thank you for choosing Shane Confectionery!
Should you have any questions or require further assistance, please don't hesitate to contact us at Orders@ShaneCandies.com
Ice Cream Shipping FAQ
Where do you ship to? We can ship anywhere in the Continental United States. At this time, we cannot ship internationally, or to Hawaii, Puerto Rico, or Alaska
Can I request a flavor not on this list? Unfortunately, we can only offer the flavors we currently pint & have in stock, which are listed on this page. If you'd like an unlisted flavor for a custom cake, reach out to Franny@franklinfountain.com
When can I expect my order to be shipped? We ship frozen ice cream orders on Tuesdays only. Order cut-off for upcoming Tuesday shipment is Sunday night at 11:59p. Any orders placed on Monday or Tuesday, for example, will be shipped the following week (7+ days).
When can I expect my order to arrive at it's destination? It depends on if you chose Next Day or 2nd Day shipping; please be aware of your availability when placing this order. We will send you a tracking number on Tuesday afternoon once the order has been made up.
What if I'm not home when it arrives? We recommend planning in advance for Ice Cream deliveries. Depending on the shipping selection you've made, your package will arrive on either Wednesday or Thursday. The packaging is meant to keep product frozen during it's 24-36 hr. shipment, not to be kept in the sun or in the elements for much longer. Ice Cream is not intended to be left on porches or outside for long periods of time (1hr+). We are not responsible for stolen or melted ice cream that is left outside.
What if my ice cream arrives melted? If your order arrives in poor condition or melted, please take a photo & document the product within 10 hours of it's confirmed delivery. We will not accept requests for refunds if the request does not contain this documentation. That said, we cannot refund shipping costs at this time.