Shipping & Returns Policy
Shipping Policy
Processing Time:
Orders are typically processed within 2-3 business days. Custom or bulk orders may require additional processing time, which will be communicated during the ordering process. Please note that orders made using the ACH/SWIFT transfer option at checkout may take additional time to process while the transfer finalizes between banks.
Shipping Methods:
We use standard shipping services for all orders. Expedited shipping can be arranged upon request and may incur additional charges. Currently, our standard shipping options include only USPS Priority Mail, although this may change in the future.
Delivery Time:
Estimated delivery time is 1-3 business days for standard shipping within the continental United States, depending on your specific location. Tracking information will be provided once your order has been processed.
Shipping Areas:
We currently ship to the following countries and territories: Argentina, Austria, Belgium, Brazil, Canada, Costa Rica, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, Norway, Panama, Paraguay, Poland, Portugal, Puerto Rico, Slovakia, Spain, Sweden, Switzerland, United States, United States Minor Outlying Islands, and Uruguay.
For shipping outside the listed zones, please contact us directly to discuss options. PLEASE NOTE: It is the sole responsibility of the customer and/or recipient to ensure that the purchase, possession, or subsequent transfer of any products from our catalog complies with all applicable local, regional, or other regulations and laws within the destination country or territory.
Return Policy
Candor Chemicals is committed to ensuring customer satisfaction. If you have any questions or issues regarding your order, please contact us at [email protected] with details, and our customer support team will be glad to assist you.
30-Day Money-Back Guarantee
Candor Chemicals offers a no-questions-asked 30-day money-back guarantee for all qualifying products purchased from our website. This guarantee does not apply to products purchased from third-party sellers.
Eligibility for Returns:
For a product to qualify under this guarantee:
- The product must be unopened, undamaged, and in its original shrink-wrapped state.
- We will not accept returns under this guarantee of products that have been opened, tampered with, or have physically damaged containers.
- Returns must be initiated within 30 days of the delivery date reported by the postal carrier.
Return Shipping Costs:
- The customer is responsible for return shipping costs, except in cases of receiving a damaged or incorrect product (see below).
- Returns initiated after the 30-day window will not be eligible for consideration under this guarantee.
- Frequent or repeated return requests may result in refusal of future business at Candor Chemicals’ discretion.
How to Request a Return
- Contact us at [email protected] with your order number and details about the issue.
- Provide clear photos or supporting documentation if requested.
- Follow the return shipping instructions provided by our team.
DO NOT return opened, damaged or unsealed products unless explicitly instructed by Candor Chemicals.
Returns Requests Outside the 30-Day Guarantee
- Except where explicitly required by law, return requests outside the 30-day period will generally not be accepted.
- Customers who believe a return outside this window is justified may email [email protected] detailing the request.
- Approval or denial of such requests is at Candor Chemicals’ sole discretion.
Returns of Damaged or Incorrect Products
Candor Chemicals is 100% committed to meeting your expectations of our products in full. If you receive a product that is damaged, incorrect, or does not meet our stated specifications, we offer the following support:
- We will cover the cost of return shipping if the issue is due to:
- A product container that was broken or damaged in transit.
- Receiving the incorrect product.
- A product that does not meet stated specifications, verified by an independent lab.
- A return request for damaged or incorrect products must be initiated within 30 days of delivery.
Refunds Policy
Candor Chemicals is comitted to ensuring that our customers feel protected when purchasing our products. We strive to offer a flexible and generous return policy that protects both your interests and ours. All circumstances where refunds must be processed are considered on a case-by-case basis by our customer support team and all requests and communications are handled by real human beings.
Refund Process
For Returned or Exchanged Products:
- Refunds will be issued only after returned products are received and inspected except at the sole discretion of Candor Chemicals.
- Refunds will be processed via the original payment method, except where otherwise noted below.
- Customers will receive a notification on whether their refund request has been approved or denied.
For back-orders and all other circumstances:
- Refunds will be issued per contact with customer support at [email protected]. Please keep an open line of contact with our customer support agents as we work to resolve your situation and always feel free to reach out at any time with questions or concerns regarding your refund or order.
Refund Payment Method
Refunds will be returned to the customer according to the payment method used in the order for which the refund is requested.
Wherever possible, refunds will be issued through the built-in refund mechanism of the payment method used in the transaction; however:
- Some payment providers place maximums on the time window starting from the date of purchase in which orders can be refunded automatically through their platform
- This time window is usually not less than the reasonable period of time during which a return or refund would be considered, but in the event that a refund cannot be issued through the platform used to make the purchase, customers may be required to receive their refund via direct bank transfer/wire transfer. Additional details will be provided in such circumstances; questions should be directed to [email protected].
Processing Time:
- Refunds may take 5-10 business days to reflect in your account, depending on your bank’s processing times.
- In cases of ACH/SWIFT payments, additional processing time may be required.
Exclusions:
- Custom orders, special-order items, and bulk purchases may not be eligible for refunds unless defective or due to an error on the part of Candor Chemicals.
For any questions or concerns, please contact our support team at [email protected] or submit a request via our Contact Us page.
Candor Chemicals LLC reserves the right to modify this Shipping & Returns Policy at any time without prior notice.
