Returns + Exchanges

Be sure to open your items (including unpacking sugarflowers) immediately once they arrive to inspect that everything is satisfactory.  Customer has 5 business days upon delivery to notify customer service of any issues.  Please provide a photo of any issues in order to initiate your claim.

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 creating a return label and 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.  Caljava is not responsible for any missing items in transit, or damaged shipments.  We suggest to safely pack your items in a sturdy box and bring it to either your nearest USPS, UPS, or FedEx retailer.  

Caljava is not responsible for any missing packages that are "marked delivered" by courier when tracked.  If you believe your package to have been stolen, contact us within 72 hours of "marked delivered date and time."  

 

Exchanges

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 sales@caljavaonline.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 5 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.

Caljava is not responsible for any missing packages that are "marked delivered" by courier when tracked.  If you believe your package to have been stolen, contact us within 72 hours of "marked delivered date and time."  

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 5 business days of receiving the package. We’ll process a new shipment for you immediately.

Refunds

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: sales@caljavaonline.com

Missing Packages

We are not responsible for missing packages once package is confirmed "delivered" via tracking number provided.

Delays in shipping time once package leaves our Northridge facility is no longer in our control. It is now in the hands of the courier, all concerns must be handled with the courier ie. FedEx or USPS.

***Please be aware of the increasing rate of delivered packages being stolen when left unattended at the door. One way to ensure safe delivery is to have your packages shipped to your local FedEx, UPS, or USPS office or retailer. They will receive and hold your packages safely until you come in with verified ID to collect them. Many of these offices are open late as well. This may be the safest option, simply look up the shipping address for your local shipping office.

Here is more information on how to keep your deliveries safe: https://caljavaonline.com/blogs/news/how-to-avoid-getting-your-packages-stolen-especially-your-cake-decorations

Close-Out Items

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.

Pick-Up Orders

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.

Price Adjustment

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.