Return / Refund Policy

We do our best to ensure the accuracy of every order that is shipped out.  Please check the accuracy of your order upon receipt. Any errors or damaged items must be reported to us within 5 days of receipt of your order. 

For health and safety reasons, food and perishable products are not returnable for any reason except in cases where Fran's Cake and Candy Supplies shipped the incorrect item.

Returns are allowed within 30 days on items that are in new and unused condition with all of the original packaging, manuals, accessories, etc.  There will be no refund of shipping charges except in cases where Fran's Cake and Candy Supplies shipped the incorrect product. If a product is found to be defective or damaged during shipping you will have the option of a replacement or refund of the purchase price and shipping charges.

To return merchandise for a credit or a refund, pre-approval is required. Please call our store for a Return Authorization Number. Return Authorization numbers are good for 10 days. Any merchandise returned without a Return Authorization Number will not be refunded or adjusted. Do not send any returns C.O.D. we will not accept them.

All customer refunds will be issued in the form that was used to make the original purchase. 

If you receive damaged goods, please notify us within 5 days of receiving your order.  Please, save your shipping box and packaging, because it needs to be inspected by the carrier. If the box is discarded, claims cannot be filed for damaged goods or items.

To return merchandise for an exchange or a refund, pre-approval is required so please call our store for a Return Authorization Number. After an authorization is given to you, UPS or USPS will pick up your package in 2 to 3 business days. When we receive the returned items, a full refund will be issued on your credit card. 

Any order sent to a customer that is refused or is undeliverable will be charged the full shipping costs, including return shipping charges to Fran's Cake and Candy Supplies.  Undeliverable packages are considered orders with incorrect addresses or orders where carrier has made three attempts to deliver and no one is available to accept the package.

If you have given us an incorrect address at the time of ordering, we will reship the order at your expense. In case you don’t want the order re-shipped, you will be charged a 10 % restocking fee, plus the shipping charges.

Please reach out to us at (703)352-1471 or with any questions concerning the return and refund policy.

When ordering chocolate coatings, candles or other perishable items during hot weather months you must do so at your own risk. If chocolate has melted into a chunk, simply re-melt and use. We will do everything possible to prevent damage but we cannot be responsible for products that melt or are damaged during shipping.

For health safety reasons food and perishable products cannot be returned for any reason unless Fran's Cake and Candy Supplies sent the incorrect items.

Items that are considered food or perishable products include, but are not limited to, the following:

  • Fondant, Gumpaste
  • Buttercream or Royal Icing
  • All flavorings
  • All food colors, paints and markers
  • All petal, luster and disco dusts
  • All sprinkles including dragees and sugar pearls
  • Chocolate and candy coatings
  • Fillings
  • Ingredients such as Citric Acid, Cream of Tartar, etc
  • Isomalt