Return Policy:
All return requests for unwanted items must be made within 7 days of your purchase and/or receiving the order. A 15% restocking charge will apply to any returned merchandise. Only sealed, UNUSED merchandise in its original packaging will be accepted. Not all items can be returned, please note our list of excluded items.

The following items CANNOT be returned:

• ANY and ALL edible food products (including all petal & luster dusts, food pens, colorings, fondant, chocolate, cocoa, vanilla, dragees, SugarVeil, isomalt, cake crystals, edible ink cartridges, etc.)
• books, magazines, videos, media
• cake dummies, cake boards, cake boxes & inserts
• discounted/clearance items
• palette knives, cake knives, bench/bowl scrapers
• gift certificates/cards
• custom orders (cake toppers, sugar flowers, etc) and special orders are NOT returnable unless you receive them damaged. If they do arrived to you in a damaged state, please see the Damaged Items policy.

If you are unsatisfied with your order, please contact us via phone 905-492-2692 or email returns@flourconfections.ca to obtain a returned authorization number (RA#) before returning any merchandise.

To receive a credit:
Call our customer service department at 905-492-2692 and obtain a returned authorization number (RA#).

Your RA# must be clearly printed on the outside of the box. Unfortunately we will not accept any returned merchandise without the RA# number clearly printed on the outside of the box. Returned items absent of a return authorization number will not be accepted and will be returned to the sender at the sender's expense.

Unfortunately we cannot accept returns 30 days after an RA# number has been issued to you.

Please ship your package with adequate insurance for the value of the contents. If your merchandise becomes lost or damaged while being returned, Flour Confections will not assume responsibility. You (the customer) are responsible for return shipping, brokerage fees, duties, and taxes (if applicable). In order to avoid incurring brokerage fees, duties, and taxes, return shipments from the USA or overseas should be shipped via the postal service (not via courier service), with customs documentation declaring that the contents are returned goods. Return shipments should be properly insured. Flour Confections can not be held responsible for any loss, non-delivery or damage to the products during shipping.

Please be sure to enclose the sales receipt issued from Flour Confections (or photocopy of original) with your returned merchandise.

Once we receive the returned item(s) from you, a credit will be issued to your account for the full amount of the item(s) less the 15% restocking fee and any shipping charges. Please allow 7-10 business days for us to process a credit to your account. Please note depending upon the credit card company, your credit may not show on your account until the following billing cycle.

Please properly package all products to be returned in a sturdy shipping box sealed with clear packing tape (not masking tape) and send them to:

Returns should be sent to:
Flour Confections
1084 Salk Rd. Unit 5
Pickering ON L1W 4B6
Canada

Incorrect items received:
If you have received an item in error, please call our customer service line at 905-492-2692 within 5 days of receiving your package and we will correct our error. PLEASE do not ship the item back before calling and receiving an RA#.

Damaged/Defective Items:
Flour Confections prides itself in packaging your orders with great care. However, sometimes damage occurs and we need to be notified promptly in order to serve you better. If you do receive a damaged/defective item, we will replace the damaged/defective item(s) at no additional charge or refund your money upon receipt of the damaged/defective item(s).

If you received damaged items:
Save your shipping box! It needs to be inspected by the carrier. Claims cannot be made for damaged goods if the box is discarded. Call our customer service number at 905-492-2692 to report damaged goods within 2 days of receipt of product. A returned merchandise authorization will be given to you and UPS or FedEx will pick up your package within 3-7 days. A refund will be issued to you on your credit card when we receive the damaged goods providing all conditions of our return policy are met or we can ship out a replacement item.

Refused Orders:
Any order sent to a customer that is refused will be charged the shipping costs plus a restocking fee of 15%.

Returned Orders Due to Incorrect Address:
If your order is returned to us due to an incorrect address given by you (the customer) at the time of ordering, we will re-ship the order at your own expense. If you (the customer) choose not to have the order re-shipped, you will be charged a 15% restocking fee plus the original shipping charges.

Custom Orders:
All of our custom sugar & polymer clay products are made by hand, therefore no two items may be exactly the same, and there may be subtle variations in colour, shape and size in each piece.

All of our custom products are made-to-order. Please be sure to order well in advance in order to avoid disappointment. Custom orders need appropriate time to process and create, please allow at least 4-6 weeks for delivery.

Unfortunately we do not accept returns on custom orders. However, if the product is defective or damaged please return the merchandise to us within 10 days and we will gladly exchange it. Merchandise must be in original condition and packaging. Similarly, if your order appears to have been damaged during shipping, please save all exterior packaging and contact us so that we may rectify the situation.