Returns & Exchanges
All returned items are subjected to a 15% restocking fee. For tool items (fondant mats, gum paste tools, etc.), they are returnable upon request for in-house credit only.
To complete your return, we require a return merchandise authorization (RMA). Please email/call us to get your RMA/Credit Order#. To return your product, you should mail your product to: 19519 Business Center Dr. Northridge, CA 91324
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Upon returning your purchase, please make sure to insure your package in the original value of the contents. We won’t be responsible for any missing in transit, or damaged shipment.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 19519 Business Center Dr. Northridge, CA 91324
DAMAGED / WRONG ITEMS
If you've received a damaged package/broken items, please contact us immediately within 3 business days after delivery. Upon acceptance of the package, please inspect the content immediately. If you find the content unacceptable, contact us with a picture of your package.
If the package was dropped off at your front door while you were away, and it arrives in damaged/tampered condition, please contact our courier immediately. For FedEx call: 1-800-GO-FEDEX and for UPS: 1-800-PICK-UPS
If you received a wrong item, please email or call us within 3 business days of receiving the package. We’ll process a new shipment for you immediately.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: firstname.lastname@example.org
Only regular & sale priced items may be returned for a refund. Unfortunately all close-out items are final.
ATTENTION TO DETAIL
Pay extra attention to detail when filling out your shipping/billing address information. If you notice any incorrect info, please call/email us immediately. Once your order has been shipped, we can request a package interception there is a $11.00 re-routing fee, issued by the shipping carrier. This fee is non-refundable.
If any order is returned to us due to an incorrect shipping address provided by the customer, we will reship the order at the customer’s shipping expense. If the customer does not wish to have the order reshipped, there will be a 15% restocking fee plus the original shipping charges.
Orders that are shipped to a customer & refused will be charged shipping costs and a 15% restocking fee.
Orders requested for pick-up at our Northridge office will be held for a total of 5 business days from the day of fulfillment. An email will be sent once the order has been fulfilled and ready for pick-up. If the order is not picked up within 5 business days we have the right to void the order and process a refund.
If you had recently purchased an item at regular price and it is now on sale, price adjustment is allowed within 24 hours after the date of your purchase. However, price adjustments are not honored on certain large sales such as the ICES annual sale, Black Friday, Cyber Monday & others.
Our policy lasts 10 days. If 10 days have gone by since you received your purchase, unfortunately your returns won’t be eligible for a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.