We at Oasis Cake and Candy Supply want you to be completely satisfied with your purchase.
Please call our customer service department at 1-800-441-3141 or email at firstname.lastname@example.org before returning any merchandise.
All return requests for unwanted items must be made within 5 days of receiving the order.
Only SEALED, UNOPENED and UNUSED merchandise in its original packaging will be accepted. Returns must be received within 30 days. Please include your packing slip with your return. A refund will be issued within 5 days of receiving your return.
Edible food products are not returnable. All gift certificates are non-refundable.
Food items shipped during the summer months are shipped at the customer's risk. We do not accept returns on melted Merckens Wafers. Edible decorations are brittle and easily damaged in shipping. While we do our best to pack them securely for you, some breakage is inevitable. Please order extra to insure you have enough. No refunds, replacements or returns. Therefore, these items have been priced accordingly. Seasonal items cannot be returned. Only sealed, unopened and unused merchandise in its original packaging will be accepted. A restocking fee of up to 20% may be assessed on authorized returns.
All Discontinued and Sale/Clearance Merchandise is Non-Returnable.
- If the customer claims the package was returned but Oasis does not have it; we will ask for the tracking number for the returned package. If the customer does not provide a tracking number for the returned package, we cannot issue a refund. Oasis is not responsible for lost or stolen items being returned.
If Oasis Shipped the Wrong Item
First, call customer service within 5 days of receiving your package and we will correct our error. PLEASE do not ship the item back before calling.
Tracking Shows Delivered but Not Received
To ensure all of our customers receive their packages, Oasis makes sure every package is trackable. For every package that is shipped, the customer will receive a tracking number. The tracking number provided will ensure that the package is delivered. In very few cases the package may say it's delivered, but it is not. For the few that are not delivered and the tracking says it has, we ask the customer to do a few things before contacting Oasis.
- Check with the Carrier Company who delivered the package. In some circumstances the package may be waiting to be picked up at the customer's local delivery center. The Carrier has full discretion to deem the place of delivery "safe" to leave your package or to re-schedule delivery for a later date.
- Check with other household members and neighbors.
- Take a look outside. Sometimes the carriers may "hide" the package if it is an unsafe area or no one is there to personally receive the package. The package may be hidden in bushes/shrubs surrounding the place of delivery.
If the package is still missing please contact Oasis. Oasis will file a report with the Carrier's Theft Department. Tampering with mail is a Federal Offense and Oasis takes this matter very seriously. The outcome of the report may take several business days. Once Oasis hears back from the Carrier's Theft Department, we will issue a refund. We will not reship the package. The customer must place another order.
We take pride in packaging your orders with great care. However, sometimes damage occurs and we need to be notified promptly in order to serve you better. Please DO NOT throw out any damaged product. We may ask to see pictures of the damage and/or send the damaged item back. If our request to see the item is not fulfilled because it has been discarded, we will not issue a refund.
For Damaged Goods Claim
Save your shipping box and packaging! 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 to report damaged goods within 3 days of receipt of product. A return merchandise label may be issued if we wish to have the product returned to us. A delivery carrier will pick up your package. A refund on your credit card will be issued when we receive the damaged goods providing all conditions of our return policy are met. We can also ship out a replacement item.
Refused Orders and Undeliverable Orders
Any order sent to a customer that is refused or is undeliverable will be charged the full shipping costs, including return shipping to Oasis and a restocking fee. Undeliverable packages include orders with incorrect addresses or orders where the delivery company has made attempts to deliver and no one is available to accept the package.