At Uranus Fudge Factory & General Store, we want your experience to be smooth from the moment you place your order until it arrives safely at your door (or until you pick it up in-store, for in-store-only items). The following policy outlines our full process for shipping, returns, refunds, damaged items, cancellations, and what to do if something goes wrong.

1. Shipping Policy

1.1 Processing Times

We handcraft much of what we ship, and we take care to package items safely.

• Orders ship out weekly, and more frequently during holidays or peak seasons.
• Please allow sufficient processing time before your order is handed to the carrier.
• Perishable products (including fudge and candy) may require additional handling time to maintain freshness.

1.2 Shipping Carriers

We currently ship using:

• USPS
• UPS

Your carrier may vary depending on location, order size, and product type. Note: We DO NOT guarantee delivery dates. Please check with your carrier for tracking details.

1.3 Shipping Costs & Regions

Shipping rates are calculated at checkout based on:

• Destination
• Shipping method selected
• Weight/dimensions of your order

We also offer free shipping on orders over $75 within the continental United States (when applicable—this must match current site-wide settings).

International customers are responsible for:

• All shipping fees
• Customs duties
• Import taxes
• Brokerage fees

These charges are not included in product prices.

1.4 Tracking Your Order

Once your package ships, you will receive an email with:

• A tracking number
• A link to track the shipment
• The carrier handling your order

Tracking updates may take 24–48 hours to appear.

1.5 Missing or Lost Packages

If tracking shows the item as delivered but you did not receive it:

• Check with household members or neighbors.
• Confirm the shipping address was entered correctly at checkout.
• Contact the carrier directly with your tracking number for investigation.
• If the package cannot be located, contact us within 7 days of the listed delivery date and we will assist you.

If a package is lost in transit (never marked delivered), contact us and we will work with the carrier to resolve the issue.

1.6 Damaged Items

If your item arrives damaged:

• Contact us within 7 days of delivery.
• Include photos of the damaged product and packaging.
• We will offer a replacement, store credit, or refund depending on the situation.

Perishable items are evaluated case-by-case due to product nature.

2. Returns & Refunds

2.1 Return Eligibility

We accept returns on most non-perishable items within 30 days of the shipment date.

Not Eligible for Return:

• Perishable goods (including fudge and most confections)
• Items marked final sale
• Gift cards

2.2 How to Start a Return

To request a return:

• Contact our Customer Care team via email at fudgepacker1@uranusgeneralstore.com, by phone, or via our chatbot (click "Talk to Uranus" at the bottom-right of this page).
• Provide your order number, the item(s) you want to return, and the reason for the return.
• Our team will confirm eligibility and send return instructions.

Items must be unused, unopened, and in original condition unless the return involves damage, defect, or a wrong item being sent.

2.3 Return Shipping Costs

• Domestic customers: return shipping costs are the customer’s responsibility unless the return is due to our error (damaged, defective, incorrect item).
• International customers: all return shipping, duties, and taxes are the customer’s responsibility. Refunds for international orders are issued as store credit only, excluding shipping fees.

2.4 Refund Types and Conditions

A. Wrong Item Received

We will replace the item or offer a refund, including return shipping if needed.

B. Damaged or Defective Items

• Contact us within 7 days of receiving the order.
• We may issue a replacement, refund, or store credit.

C. Item Never Arrived

See Section 1.5. We will work with the carrier to resolve the issue.

D. Change of Mind / Standard Return

Eligible only for non-perishable, unopened items returned within 30 days.

E. Exchanges

Handled as a return followed by a new purchase unless otherwise arranged.

F. Order Cancellation

• Orders may be canceled before shipping only.
• Once shipped or prepared for shipment, cancellation may no longer be possible.

3. Refund Process

3.1 Refund Timeline

Once we receive and inspect the returned item:

• Refunds are issued within up to 2 weeks.
• Refunds exclude original shipping charges.
• Refunds are issued to the original payment method, unless the order was international (store credit only).

3.2 Store Credit

Store credit may be provided in circumstances including:

• International returns
• Customer requests
• Situations where product value cannot be refunded to the original payment method

4. Additional Notes

• Returned items must be shipped back to us using a trackable method.
• We reserve the right to deny returns that do not meet the conditions outlined above.
• This policy is written in English to match the primary customer base for our U.S.-based store.