Shipping & Returns

1. 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 in the continental United States, depending on your specific location. Tracking information will be provided once your order has been processed.

• • Shipping Areas: Shipping is currently available to locations within the following countries / 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 aforementioned 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 catalogue is conducted in compliance with all applicable local, regional or other regulations and laws within the destination country or territory.

Return Policy:

1. 1. 30-Day Money Back Guarantee:
      • Candor Chemicals offers a generous, no-questions-asked 30-day money-back guarantee for all qualifying products from our website (we cannot honor this guarantee in the event our products are purchased anywhere other than our website), provided the purchasing customer agrees to and meets the conditions outlined in the following subsections.

         

      • Eligibility:
        • For a product to qualify under this guarantee for a return, refund or exchange, the product must be unopened, undamaged and in its original shrink-wrapped state. Candor Chemicals LLC can not, under any circumstances, accept return shipments of products which have been opened, tampered with or whose containers have been physically damaged. In the event that you receive the product in a damaged state, please refer to the relevant section of this policy document for further information on how to proceed in this case.
        • Products which meet these conditions may be returned under this guarantee so long as the return request is initiated within 30 days of the delivery date reported by the postal carrier responsible for delivery of the product for which the return is desired.

           

      • In the event that a request to return a product is initiated under the terms of this guarantee, the customer initiating the request unconditionally agrees to and certifies their understanding of the following:
        • The costs of return shipping of the product which is the subject of the request shall be the sole responsibility of the initiating customer under all return circumstances except in the event of the receipt of an incorrect or damaged product. Please refer to the relevant section of this policy page for more information on returning damaged or incorrect products.
        • The return process shall be initiated at no later a date than that which is 30 days after the delivery date reported by the postal carrier service responsible for delivery of the product which is the subject of the request.
        • That they, the customer, understand that returns initiated after the initial 30 day period following the reported delivery date will NOT be considered under any circumstances.
        • That this guarantee is provided by our Company to our customers in good faith and for the purpose of ensuring their convenience and the highest possible level of satisfaction, and that misuse of this guarantee, including frequent or repeated return requests, may, at the sole discretion of our Company, result in a limitation or refusal of further business with any customer who commits such misuse.

           

   2. All Other Returns

       

      • Returns Requests Outside the 30-Day Money Back Guarantee
        • Except where explicitly required by law, requests to return, refund or exchange products purchased from our Company will generally not be considered outside of the 30-day window as provided in the terms of the guarantee above. The 30-day return policy exists to ensure that customers have a sufficient window of time to return products in the event that they purchased the wrong product, changed their mind, or wished to return the product for any other reason. After a product leaves our control, we can no longer guarantee that it was handled or stored properly, and after this period of time we cannot return the product to stock.
        • In the event that you believe a request outside of this time period is justified, please send an email directly to [email protected] detailing the nature of your request and provide as much detail as possible regarding the reason for the return. Requests to return, refund or exchange a product will be evaluated on a case-by-case basis, but in general it should not be expected that return requests outside of the 30-day period will be accepted. Candor Chemicals LLC reserves the right to approve or deny such requests, whether conditionally or unconditionally, at our sole discretion, and under no circumstances do we guarantee that such requests will be approved. Repeated or frequent requests by the same customer to return items after purchase, regardless of circumstances, may result in refusal or limitation of further business. Please see our Terms and Conditions for more information.

           

      • Returns of Damaged or Incorrect Products
        Candor Chemicals places the utmost value on your perception of the quality and integrity of our service, and we want to make sure you know that we’re here to support you in the event that you experience issues with your order. In the event that you receive a product that is different from what you ordered, damaged, or that you believe does not meet our stated specifications for that product, we invite you to reach out to us at [email protected], and take advantage of the following extensions to the terms of our return policy which apply to returns of such products:

         

        • Candor Chemicals will cover the cost associated with return shipping of the product which is the subject of the return, as well as the cost associated with the shipping of the replacement product, in the event that a product purchased from our website (we do not accept returns of our products if purchased from any other source, unless explicitly stated) is found to match any of the following circumstances:
          • The product is received in a damaged state, including breakage or cracking of the bottle or jar or an incorrect quantity of product is received
          • A product other than what was ordered is received
          • The product that is received is determined by a qualified, independent laboratory, the qualification of which shall be left to the sole discretion of Candor Chemicals LLC and shall be negotiated beforehand via email, to not meet our specifications for that product, Candor Chemicals will, upon review of the details of the request, cover the cost of return shipping of the product associated with the request.

             

        • A return request for a product which is damaged, incorrect or outside established specification must be initiated within 30 days of the date of delivery reported by the postal carrier responsible for the delivery. However, requests for return of such products may still be accepted on a case-by-case basis; please open a dialogue with our support team via our Contact Us page or by emailing [email protected] with details of your request.
          
          
        • Reminder: In the event that your request for a return or exchange of a damaged or incorrect product is approved, please DO NOT RETURN ANY opened or unsealed products to Candor Chemicals. Refer to the instructions provided by our support team during the return process for more information.

           

   3. Process: To initiate a request for a return, refund or exchange of a product, please contact our customer support team at [email protected] with your order number and details about the nature of your request.
      • Please remember to be as detailed as possible, particularly in the event that you are returning a product under any circumstance other than that which is provided within the 30-Day Money Back Guarantee.
      • Alternatively, you may reach out to us by providing this information through our Contact Us page: simply select “Request for return, refund or exchange” from the “Topic” drop-down box and provide the necessary details on the form.

         

   4. Refunds: Refunds will be considered on a case-by-case basis; approval for refund requests to customers will only be issued upon receipt and satisfactory inspection of a product which Candor Chemicals has agreed to receive and inspect for this purpose.
      • In general, any product which is determined by our Company upon inspection to be unopened, undamaged, and otherwise unadulterated and that is returned within the 30-day window immediately following the date of delivery of the product will be approved for a refund.
      • A notification regarding the decision to approve or deny a refund request will be issued to the email address associated with the order being refunded, and a credit will be issued to the customer through the original method of payment used in the order.
        
      • PLEASE NOTE: In the event that the method of payment used in the order, and subsequently through which the refund will be sent to the customer, is cryptocurrency, refunds will be handled through the internal refund functionality present within the CoinBase Commerce framework.

         

   5. Exclusions: Custom orders, special-order items and bulk orders may not be eligible, either in whole or in part, for return, refund, or exchange except in cases of defect or error on the part of Candor Chemicals LLC and at our sole discretion.

       

   6. Shipping Costs for Returns: Customers are generally responsible for all costs associated with shipping of a product for the purpose of a return, refund or exchange. In cases where it is determined that the product is defective, incorrect or damaged due to an error made by our Company, the customer will be additionally reimbursed for the costs associated with return shipping via the same method of payment used in the order the product in question was a part of.

Contact Information: For any questions or concerns regarding your order, shipping, or returns, please contact our customer service team at [email protected] or submit a request via our Contact Us page.