Returns & Refunds Policy

Last updated: August 7, 2026

The short version

Almost everything we sell is food, and food cannot be returned. That is a food safety rule, not a preference.

If your order arrives damaged, incorrect, or incomplete, that is a different situation and we will make it right. Email contact@casadulceusa.com within 3 days of delivery with photos.

The full terms are below.

Food and perishable items cannot be returned

Candy, snacks, chocolate, beverages, chili powders, and any other consumable product cannot be returned or refunded once it has shipped or left our store. This applies whether or not the packaging has been opened.

This covers the large majority of our catalog.

If you are unsure what you are ordering — particularly the case-size numbers in product names, such as "Mazapan 20/30" — please email us before you place the order. We are glad to confirm exactly what a listing includes. Misunderstanding a product listing is not grounds for a return on a food item.

Heat-sensitive items, May through September

From May 1 through September 30, we cannot guarantee chocolate, marshmallow, or other heat-sensitive products in transit. Melted, softened, bloomed, or misshapen chocolate and marshmallow products are not eligible for refund or replacement during these months.

Delivery vehicles and doorsteps in Texas routinely exceed 100°F, and no packaging reliably prevents this. Melted chocolate remains safe to eat; it simply will not look as intended.

To reduce the risk, choose the fastest available shipping method, or pick up your order in person at our San Antonio store.

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, incomplete, or is not what you ordered, email contact@casadulceusa.com within 3 days of delivery and include:

• Your order number
• Photos of the affected item and the shipping box
• A brief description of the problem

Photographs are required. They allow us to file a claim with the carrier and to resolve your issue quickly. Claims submitted without photos, or more than 3 days after delivery, may not be eligible.

Once we review your claim we will send a replacement or issue a refund. You will not be asked to pay return shipping on a damaged or incorrect item.

Non-food items

Non-perishable merchandise — party supplies, piñatas, containers, kitchenware, and similar items — may be returned within 30 days of purchase, provided the item is:

• Unused and in the same condition in which you received it
• In its original, undamaged packaging
• Accompanied by a receipt or other proof of purchase

You must contact us for authorization before shipping anything back. Unauthorized returns may be refused.

Items that can never be returned

• Food, candy, beverages, and all perishable goods
• Gift cards
• Sale, clearance, and closeout items — these are final sale
• Custom, special-order, or pallet orders —these are final sale

How to start a return

1. Email contact@casadulceusa.com with your order number and the reason for the return.

2. Wait for written authorization from us before shipping anything.

3. Once approved, ship the item to:

   Casa Dulce 6953 San Pedro Avenue San Antonio, TX 78216

Please do not send items back to the manufacturer, and do not ship a return before receiving authorization.

Return shipping

You are responsible for the cost of shipping an authorized return, and shipping charges are not refundable. If a refund is issued, the cost of return shipping may be deducted from it.

For any return valued over $75, use a trackable shipping service or purchase shipping insurance. We cannot issue a refund for an item that does not reach us.

This does not apply to damaged, defective, or incorrect orders — we cover those.

How refunds are processed

Once we receive and inspect your return, we will email you to confirm receipt and to notify you whether the refund was approved or declined. We aim to complete this within 3–5 business days of receiving the item.

Approved refunds are issued to the original method of payment. Your bank or card issuer typically takes an additional 5 to 10 business days to post the credit to your account.

Refunds are issued for the amount actually paid, after any discounts or promotional codes applied at checkout. Original shipping charges are not refundable except where the error was ours.

We may issue a partial refund for any item returned in a condition other than that in which it was sent, or returned more than 30 days after delivery.

Late or missing refunds

If you have not received an approved refund, first check your bank account again, then contact your credit card company — posting times vary and can take several business days beyond our issuing date. If your bank or card issuer confirms nothing is pending after 10 business days, email contact@casadulceusa.com with your order number and we will follow up.

Exchanges

We replace items only when they are defective or damaged. To request a replacement of the same item, email contact@casadulceusa.com before shipping anything back.

Gifts

If an item was marked as a gift at the time of purchase and shipped directly to you, you will receive store credit for the value of the returned item once we receive it.

If the item was not marked as a gift, or the purchaser had the order shipped to themselves first, the refund will be issued to the original purchaser.

Wholesale orders

Wholesale orders are subject to this same policy. Buyers taking will-call pickup are asked to inspect their order before leaving our warehouse; shortages or damage on pickup orders must be reported before the order leaves the premises. Wholesale opening minimum is $300 and reorder minimum is $200.

Questions

Casa Dulce 6953 San Pedro Avenue San Antonio, TX 78216 Phone: (210) 396-7263 Email: contact@casadulceusa.com