Info & Policies

General Information and Company Policy

How To Order
Orders may be placed by phone, fax, email to or on a written purchase order.
Technical Data
Please call us when you need assistance on any kind of product.
Quantity Pricing
Inquire about custom or large quantity discounts.
Hours
Monday through Friday, 8:00 AM EST to 4:30 PM PST
How to Contact Us
Phone: (800) 922-9226, 8:00 AM EST to 4:30 PM PST
Fax: (800) 822-8226
Email:
Web: https://www.candelacorp.com
Delivery Time
We ship within 24 hours of receipt of order on merchandise good in stock.
Freight Policy
Unless otherwise specified, all orders will be shipped FedEx, FOB Shipping Point. You are responsible for all freight charges. Deducted freight charges will be charged back. You may choose any company and method of shipment.
Credit
Unless otherwise approved, satisfactory trade references must accompany your opening order. Otherwise, we can process your orders via credit card until credit is approved.
Minimum Order
There is no minimum order requirement.
Pricing
Pricing is subject to change without notice.
Product Quotations
Available by phone, fax, email or through our Quick Quote feature online.
Terms
Net 30 days from billing. Failure to comply with invoice terms may result in a credit hold being placed on your account. Late accounts may be placed on credit card terms..
Payment Delay
If any invoice is not paid per the invoice terms, you may pay all reasonable costs and expenses, including attorney's fees incurred by us in the collection of a past due account. We may hold pending orders on overdue accounts.
Claims
Must be made within 72 hours of receipt of shipment.
Return Merchandise

All returns must have an authorization number. We will gladly correct our errors at our expense. Please note that an RGA is not a credit. Once the products have been returned, inspected and accepted a credit will be issued.

For your convenience, initiate returns requests:

On the web: Candela Corporation Return Request Page
Via email:
By phone: (800) 922-9226 x6008

An authorized Return Goods Authorization Number must accompany all returns.

Candela requests notification of any product discrepancies within 72 hours of package receipt, such as:

  • Breakage
  • Shortage
  • Overage

Candela reserves the right to request photos for breakage claims. Once Candela is notified of a pending return, Candela will issue a Return Goods Authorization (RGA).

Candela accepts returned merchandise within 30 days of the original delivery date that is accompanied by a valid RGA number and must be shipped prepaid. Items received more than 30 days prior to the return request date may be subject to a 25% restocking fee if returned.

For any product returns for which Candela is at fault, Candela will issue a credit to customer’s account for the invoice amount and will provide a shipping account to return the products provided customer returns product within 30 days of the original delivery date:

  • Candela shipped the wrong product
  • Candela shipped more product than customer ordered
  • Candela shipped less product than the customer ordered
  • Product shipped was damaged

Customized products such as painted or tough-coated lamps are non-returnable.

Direct ship orders are subject to the vendor’s return policy.

Candela reserves the right to test products claimed to be defective. If an item is sent back for testing to the manufacturer and is deemed defective, Candela will credit the cost of replacing the product to the customer as well as the freight charge. If an item is sent for testing to the manufacturer and it is not deemed defective, Candela will return the original product to the customer if requested as long as a shipping account is provided for the return. Please note that testing may impact the condition of the product.

If Candela receives returned product and finds any items are damaged due to insufficient packaging, Candela will not issue credit for the broken material.

Authorized RGAs not returned within 30 days from the creation of the RGA number will be cancelled.

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