Refund policy

Amembiana sells food. Candy, snacks, drinks, and other consumables. Once a package leaves our warehouse and lands on a doorstep, we have no way to know how it was stored or handled, which means we can't put it back on the shelf and sell it to somebody else. That's why nearly everything we ship is final sale.

If we got your order wrong, or it showed up in bad shape, that's a different story. Tell us and we'll make it right.

The short version

All food and beverage items are final sale. We don't take returns because you changed your mind, didn't care for the flavor, or ordered the wrong thing.

If your order arrives damaged, incorrect, or incomplete, email us within 72 hours of delivery with photos and we'll refund the affected items.

Don't mail anything back to us unless we've specifically asked you to.

What we'll refund

Report it within 72 hours of delivery and include photos, and we'll cover any of the following:

- Items arrived crushed, punctured, torn open, or leaking
- You received the wrong item
- Something you paid for is missing from the box
- An item arrived at or past its best-by date, unless it was sold as short-dated (see below)
- Product arrived melted or heat-damaged after the carrier missed its scheduled delivery date

What we won't refund

- You didn't like the taste, flavor, or texture
- You ordered the wrong item, wrong flavor, or wrong quantity
- The item was opened, partially eaten, or used
- Melting or heat damage on a package that was delivered on schedule (see below)
- Damage that happened after delivery: left in a hot car, sitting in a mailbox all afternoon, dropped, opened by a pet, stored badly
- Anything reported more than 72 hours after delivery
- Claims submitted without photos
- Original shipping charges
- Gift cards
- The best-by date on an item sold as short-dated or clearance
- Items marked final sale or clearance

Heat and melting

Chocolate melts. Gummies fuse together. Anything with a soft center gets soft. This is what candy does above roughly 85 degrees, and we have no control over the inside of a delivery truck in July. We ship standard, without cold packs or insulated packaging.

So heat damage on a package that arrived on time is not something we refund. What we do cover is melt the carrier caused. If tracking shows your package sat in a facility or blew past its scheduled delivery date and arrived soft or misshapen because of it, send us photos and the tracking number and we'll take care of it.

Most melted candy comes back. Bring the box inside as soon as it's delivered, let it sit at room temperature for a few hours, or put it in the fridge for twenty minutes before you open it. Don't open a warm box right away, because that's when a bar that would have firmed up fine ends up smeared across the wrapper.

Ordering in summer, or shipping somewhere hot? Pick the faster shipping option at checkout and keep an eye on tracking so the box isn't sitting outside all day.

Short-dated and clearance items

Some of what we carry is close to its best-by date, and we price it accordingly. When an item is short-dated, we say so on the product page along with the date, and it sells at a discount for that reason.

Buying one of those means you're buying the date. They're final sale, and the date itself isn't grounds for a refund.

Everything else in this policy still applies to them. If a short-dated item shows up crushed, leaking, or it's the wrong item entirely, that's covered like anything else.

A best-by date is a manufacturer's quality guideline, not a safety cutoff. Most shelf-stable candy is fine well past it, though texture and flavor can soften over time.

How to file a claim

1. Email customerservice@amembiana.com within 72 hours of delivery.
2. Put your order number in the subject line.
3. Attach clear photos of the affected items, the shipping box, and the shipping label.
4. Tell us what's wrong in a sentence or two.

Hang onto the box and all the packing material until we've closed out your claim. If we need to file with the carrier they may want to inspect it, and throwing it away early can sink the claim.

We respond to claims within 1–2 business days.

Refunds

Approved refunds go back to your original payment method within 3 to 5 business days of approval. Your bank or card issuer may take a few more days to post it on their end. If it's been more than 10 business days since we confirmed your refund and you still don't see it, email us and we'll chase it down.

We refund the price of the affected items. Original shipping isn't refunded unless the whole order was wrong or damaged.

Sending something back

You almost never need to. Because these are food products, we can't resell anything that's left our facility, so a physical return usually does nobody any good.

Don't mail anything back without a return authorization from us first. Packages that show up unannounced can't be processed or refunded, and we can't send them back to you.

In the rare case we do ask for an item back, typically a wrong-item swap on a larger order, we'll email you a prepaid label. The item has to be unopened, in its original packaging, and in resalable condition. You'll never pay return shipping on a mistake we made.

Order changes and cancellations

You can cancel or change an order within one hour of placing it. Email customerservice@amembiana.com with your order number and what you need changed.

After that hour the order is in the pick queue and we can't pull it back out. That includes address changes. Once a label is printed we can't reroute the package, and an order delivered to an address you gave us isn't refundable.

Packages marked delivered that never showed up

Start by checking around the property, with anyone else in the house, and with your neighbors. Carriers scan packages as delivered early more often than you'd think, and most missing boxes turn up within a day.

If it still hasn't appeared 48 hours after the delivery scan, email us within 7 days of that scan. The 72-hour rule above doesn't apply here, since there's nothing to photograph. We'll look at it individually and may reship or refund at our discretion. We're not obligated to cover a package the carrier confirms it delivered, but we'd rather keep a customer than win an argument.

Repeat claims

We take people at their word. That works because the overwhelming majority of our customers are honest.

We do reserve the right to require the return of product before issuing a refund, to decline a claim, or to stop accepting orders from an account with a pattern of repeated claims that doesn't line up with normal delivery outcomes.

Before you file a chargeback

If something went wrong, email us first. We can usually solve it the same day, and a chargeback takes weeks and locks up the order while the bank sorts it out. Filing one without contacting us may result in your account being closed to future orders.

Questions

Amembiana
7419 W Mossy Cup St
Boise, ID 83709
customerservice@amembiana.com

This policy applies to orders placed on amembiana.com. Orders placed through Amazon, Walmart, TikTok Shop, or any other marketplace are governed by that marketplace's return policy.