Frequently Asked Questions

Thank you for visiting!
Orders received on or after Friday Decmber the 8th, will not ship out until Monday Dember 18th

Please note that the product menu has now been moved to the top of the screen under candy.

Frequently Asked Questions

 

Account Setup Questions

 

Q. Do I have to set up an account?

A. YES you do have to setup an account if you wish to place an order. An online account with us is simply the website's way of knowing where to ship your items to. An account also allows you to save your order in your cart so that you can return at a later date to continue shopping.

 

Q. Are there any charges involved in setting up an account?

A. NO, setting up an account is absolutely free.

 

 

Q. When I try to register, it says someone else already has used my email address or user name?

 

A. A lot of times this is just a technicality in the way the internet works. It doesn't actually mean that someone else is using your address. What has happened is; your first attempt at registering was sucessful however, the account didn't get activated. The reason it doesn't get activated is because; after registering the site sends you a confirmation email that you are required to respond to. A lot of times that confirmation email gets blocked by SPAM filters somewhere along the lines.Then when you try to register again the message that your email address is in use pops up.

 

Just send us an email by clicking the "Contact Us" button at the top of the page and we'll manually activate your account. It happens more often than you think and it's no problem for us to straighten it out in just a minute. We'll send you an email once we've activated it. Please remember, even after we manually activate your account, we still do not know your password(s). It is possible that you might have used different passwords if you've tried mulitple times to register. Most likely, it will be the first password you tried to register with. Sorry for the inconvenience.

 

Q. Your website says it will send me an email to confirm my registration but I never received it?

A. First, check your SPAM filter to make sure it hasn't been blocked.

 

A. This can also be caused by a misspelling in your email address when you entered your information causing your confirmation email to be returned to us as undeliverable. You can either re-register with your correct email address or you can contact us and we will be happy to manually activate your account.

 

A. There are massive amounts of spam mail traveling on the internet these days. This can cause problems for local internet service providers when one or more of their customers' email addresses have been compromised because of an email virus. The virus uses that person's email address to send out 1000's more spam emails. It causes the service provider to be black listed by major internet governing bodies. No outgoing emails, good or bad from the service provider are allowed until the problem is resolved. This can happen quite often and takes a few days to recover. If you do not receive a confirmation email, please email us and we'll be happy to manually activate it.

 

Q. I need to change something, how do I access my account / profile settings?

A. On the home page, hover your mouse pointer over the "Checkout" button at the top right hand side of the screen. You should see a button appear entitled "My Profile / My Carts." Just click on that button to access your account page.

 

 

Shopping Cart and Ordering Questions

 

Q. When I try to order, a blue banner pops up that says "No Shipping Method Found"?

A. This simply means that you have not "Registered" or "Logged In" as a customer and the website does not know where to ship your items. Simply scroll down the page and Login or Register.

 

Q. How do I go back and  access / pay for an order that I started earlier? (Scenario One)

A.If you DID NOT click the "Finish" button that takes you to the Pay Pal page, during your initial visit, follow these instructions.

      1.Log in and first try clicking on "Checkout" at the top of the page.

      2. If your order still does not appear, hover your mouse over the "Checkout" button at the top right of the screen.

      3.A button entitled  "My Profile / My Carts" will appear. Click on it.

      4.You will see a page of options entitled "Customer Account". Click on "Show The Carts"

      5. Even if you only have 1 cart, you must make sure the Star under the word "Current" is highlighted in gold for the cart you wish to access. 

      6.Click "Checkout" at the top right of the screen and it should take you to the checkout page for that cart.

 

Q. How do I go back and  access / pay for an order that I started earlier? (Scenario Two) 

A. If you DID click the "Finish" button that takes you to the Pay Pal page on your initial visit,then the website thinks the order is processed. This applies even if you exited away from Paypal without paying. You will not be able to go back to that initial order. You must start a new order. You don't have to worry about cancelling that order. Only the orders that are paid for through paypal are processed.

 

Q. Can I place an order over the phone?

A. NO, at this time we are not setup to accept credit cards over the phone. The website handles shipping costs automatically through a link with the UPS and USPS. The site also handles taxes for Viriginia residents and therefore we can only accept orders through the website.

 

Q. I can't get past the PayPal page and your website says "I chose PayPal" at the bottom of the screen?

A. PayPal and Credit Cards through PayPal is our only method of accepting payment at this time. Therefore, the website automatically sends you to PayPal.

 

Q. I don't have a Paypal Account, how can I complete my order?

A.You can use a credit card if you do not have or wish to start a PayPal account. To do so, once you have been automatically re-directed to PayPal, click the link entitled: "Don't have a PayPal Account?" Once you click there, you can use your credit card without having to start a PayPal account.

 

Shipping Questions

 

Q. Why haven't I received tracking information for my order?

A. Shipping arrangements are handled manually after an order has been processed. Therefore, the ATC website and internet communications are longer involved with the processing of an order.

 

Q. What determines the shipping costs?

A. Our website is linked to the USPS website and the UPS Worldship site which automatically generates a price quote based on your location and package weight. You can choose either US Mail 2 day Priority or UPS Ground shipping. ATC has no control over shipping prices and we do not make anything from the cost of shipping. The USPS and UPS sites both allow us a small added percentage to cover the cost of packing materials, handling, and PayPal transaction fees. Whatever the site quotes, is pretty close to exactly what it costs us overall. We reserve the right to choose an alternate carrier for any reason.

 

Q. I paid for USPS Priority Shipping but my order didn't ship out for several days?

A. USPS 2 day or 3 day priority is not a premium / faster shipping service. It is actually the cheapest option available. You are not paying extra for faster shipping. 

 

Q. When do I get my stuff?

A. When your order is received before 1pm EST, we do our best to ship it out that day. Orders received after 1pm will ship the following business day. We do not ship on Saturdays, so any orders received after 1pm EST on Fridays will not ship out until the following Monday. We have no idea how long it will take for your package to arrive. However,we will be glad to furnish a tracking number. Just email us and we'll get that to you.

 

Q. Can you ship to my P.O. Box?

A. Sometimes. The USPS shipping site has been known to reject P.O. Boxes on some occasions. We'll let you know if the address you entered is rejected. If you choose the UPS option for shipping, please make sure you provide us with a street address.

NOTICE: We do our best at packaging candy products for shipment. However we have no control over how it is handled during delivery. Therefore, we cannot guarantee or refund due to the negligence of the postal carrier. 

 

NOTICE: Hard Candy breaks! Luckily it does not affect quality. There is no way to prevent it from happening every now and then. We do our best to cushion the package to cut down on breakage.However we have no control over how it is handled during delivery. Therefore, we cannot guarantee or refund due to the negligence of the postal carrier. You can however visit the postal service website at www.usps.gov to file a claim. We'll be glad to provide shipment numbers to you if needed. 

 

 

Product Questions

 

Q. Do you have the Molasses Mint Candy Canes made by Helms?

A. No. Unfortunatly Helms did not manufacture the canes this year because of a logistics and timing issue. Hopefully they will be made again next year (2014 season) and if so, ATC will carry them. So, please check back next year around October.

 

Q. Where can I buy these products in my area?

A. Appalachian Trading is an online store only and does not have any affiliations with any of the manufacturers that are represented on our site. You would need to contact the manufacturer directly for that information.

 

Q. What are the ingredients that are used in a certain product?

A. Appalachian Trading is an online store only and does not have any affiliations with any of the manufacturers that are represented on our site. You would need to contact the manufacturer directly for that information.

 

Q. Is your stick candy from Helms the soft kind?

A. All stick candy and related products are hard when they are first made because the water content is boiled out during cooking making the candy very solid. Then as the candy ages, it begins to take on moisture from the air and starts to soften. This is known as graining in the candy industry. If your candy is not as soft as you would like it to be, simply place it in a warm humid enviroment with the lid open for a few days. Stick candy has a shelf life of 4 years. The older it is, the better. Because each and everyone's personal preference on how soft they like their candy is different, and there is nothing inherently wrong with the candy, we cannot exchange or refund your purchase.

 

Q. I received my shipment of candy and it is hard, crunchy and brittle?

A. All stick candy and related products are hard when they are first made because the water content is boiled out during cooking making the candy very solid. Then as the candy ages, it begins to take on moisture from the air and starts to soften. This is known as graining in the candy industry. If your candy is not as soft as you would like it to be, simply place it in a warm humid environment with the lid open for a few days. Stick candy has a shelf life of 4 years. The older it is, the better. Because each and everyone's personal preference on how soft they like their candy is different, and there is nothing inherently wrong with the candy, we cannot exchange or refund your purchase.

 

Q. Why is my Taffy hard and Brittle?

A. If you ordered during the winter months, your shipment has probably spent most of its time in a fridgid USPS or UPS delivery truck without any heat. This is especially true if your order was in transit during a weekend. This has the same effect as putting the taffy in your freezer. Give it some time to warm up and soften.

 

Q. Why is the cellophane window missing from my candy?

A. Helms recently discontinued the cellophane that forms a window in their boxes. However some flavors may still have the cellophane until the current stock is depleted. By eliminating the window, it helps speed up the aging process and makes the candy soften quicker.