Questions About the Product
Are all 25 colors available for custom printing?
To ensure the highest level of print quality, you can personalize 20 out of our 25 colors, including our "Shimmer Collection" (Golden, Platinum and Pearl) and 17 other colors (aqua, blue, cream, dark green, dark pink, electric green, gold, green, light blue, light purple, light pink, orange, purple, red, silver, white, and yellow).
5 other colors (black, dark blue, teal, maroon and brown) can be blended with your Faces or Business order but cannot be personalized.
Choose up to 2 colors for your Custom Print order and up to 3 colors (including non-printable colors) for your Faces and Business orders.
What color is the custom printing text?
Custom printed messages are black text. The "m" character is in gray.
Is the "message" safe to eat?
The ink is made from all food-grade ingredients, and all equipment, packaging, and methods meet our high standards of purity and quality.
Is there an "m" on the product?
There is always an "m" on one side of the product.
Can I get it without the "m"?
No. The "m" is a symbol of the quality of M&M'S® Brand, and will always appear on the product.
Can I print anything on the candies?
Each candy can be printed with up to 2 lines of text, featuring 8 characters per line. You can print different messages in the same order-for the same cost.
There are restrictions on what you can print; we will not accept any order with vulgar or offensive content. Additionally, there are a variety of restrictions regarding trademarks, company names, and the like—these are outlined in our DOs and DON'Ts page.
M&M'S® Milk Chocolate Candies are labeled "May Contain Peanuts"—does this also apply to custom printed M&M'S® Milk Chocolate Candies?
Custom printed M&M'S® Milk Chocolate Candies are made in facilities that also process peanuts, and all packages and party favors are labeled "May Contain Peanuts".
Is this product kosher?
Yes.
Where can I see this product in a store?
Custom printed product is only available at this website.
Can I buy product for fundraising?
No. Custom printed M&M'S® Milk Chocolate Candies are a direct-to-consumer product, and are not for resale.
I'm planning an event—can I see samples?
We do not send free samples.
How should I store my candies until my event?
They can be stored in the shipping container until you're ready. Ideal conditions are between 65 and 75 degrees F. Please do not refrigerate.
Party favor sizes say "approximate" on the weight—why?
The total weight of your party favors with custom printed M&M'S® Milk Chocolate Candies will always be the same; but because of the way the candies are distributed, one party favor may have slightly more or less candy than another.
Questions About Ordering
If I order 4 bags of 2 messages, is that 2 bags of each?
No. Each of the 4 bags includes a 50/50 split of both colors and messages.
Why are there surcharges on candy orders?
To help protect the freshness and safe delivery of M&M'S® Chocolate Candies, we carefully and tightly pack your order in special, cool insulated boxes that help prevent the M&M'S® Chocolate Candies from melting or chipping. As a result, there is a shipping surcharge added to the standard shipping rate to cover these additional shipping expenses.
Why is there a minimum order for custom printed candy?
There is a minimum amount of custom printed candy that the process can make. This amount is 21 ounces of candy per order.
Can I order custom colors, too?
Yes. Custom printed M&M'S® Milk Chocolate Candies share a common shopping cart with custom colors M&M'S® Chocolate Candies, so both can be ordered at the same time.
Can I mix custom printing and custom colors product in the same party favor?
No. Party favors can contain custom printing or custom colors, but mixing is not available.
I had an existing COLORWORKS® account, but it doesn't work—why, and what do I do?
Because this is a new website, you will need to create a new account (if you had a pre-existing COLORWORKS® account). Please follow the directions when you enter the shopping cart, and your account information will be stored for easy shopping on future orders.
I don't like to put credit card numbers on a website—how else can I order?
Our Customer Service Representatives are here for you from 8:30 a.m. to 7:00 p.m. ET, Monday through Friday. To place an order by phone or for assistance, please call 1.888.696.6788.
I live outside the USA—can I order?
Please contact our customer service representatives at 1.888.696.6788 to discuss whether it is possible to ship our candies to your international address and, if so, the associated shipping costs.
What about Alaska and Hawaii?
All orders shipped to Alaska and Hawaii require an additional $20 charge.
Can I cancel my order?
You may cancel your order ONLY within 24 hours after our receipt of your order by contacting our customer service representatives at 1.888.696.6788. Receipt of your order by us occurs: 1. at the time of placement if you ordered online or by phone or 2. the business day after we get confirmation that your check cleared or money order was received if you mailed your order.
If the status of your order appears as "packchecked," or "shipped," we are unable to cancel your order.
Questions About Shipping and Returns
What is the return policy?
MY M&M'S® is committed to a quality experience with ever order we produce. If you are not 100% satisfied with your order, we ask that you please contact our customer service representatives at 1.888.696.6788 and we will be happy assist you.
I'm planning an event, and need to send my product there-can I reship it?
We take great care in packing and shipping these products, and do not recommend reshipping. We have provisions in the checkout process for shipping to another address and choosing your ship date.
How are my candies shipped?
Our shipping department works to ensure that every order arrives in perfect condition and to the level of quality you have come to expect from Mars Direct Inc.
For that reason, during the summer months, all orders are shipped using an overnight delivery method at no additional cost to you. Throughout the rest of the year, we utilize Fedex 2nd day air and "Rush Delivery" to ensure that the orders experience only a very short duration in uncontrolled environments.
PLEASE NOTE: Due to the perishability of our products, we do not ship over the weekends or for arrival on Mondays
All orders are shipped in insulated boxes, and specific packaging procedures are used based on seasons and ship-to locations.
Furthermore, if the order is being delivered to a particularly warm area, along with the use of our standard insulated packing liners, we include cold gel packs to make sure that your order does not melt.
We do recommend, however, that if you know the order is going to arrive in an area with any extreme weather conditions, you consider having the order shipped to a location where it will be picked up immediately or relatively soon after delivery.
How will I know when the product ships?
If you place your order online, you'll receive an e-mail with the shipping information. If you place your order by phone, fax or mail, please call Customer Service at 1.888.696.6788 for shipping confirmation.
Some candy items take longer to ship-why?
All custom printed M&M'S® Milk Chocolate Candies and party favors with customized M&M'S® Milk Chocolate Candies are made to order, so these require more time to produce and ship. If you need your order sooner, rush delivery is available for an additional fee. You can view approximate delivery dates for both regular and rush shipping by checking the delivery time stated at the top of our homepage.
When can I expect to receive my custom printed M&M'S® Milk Chocolate Candies?
Delivery dates change based up on the volume of orders we receive. You can determine the approximate delivery date of an order for a given day by checking the delivery time stated at the top of our homepage. If you're placing your order in advance, we suggest ordering about 3 weeks before you need the candy. Each order of custom printed M&M'S® Milk Chocolate Candies will be sent so that it arrives in 2 business days after it leaves our warehouse.
Do you offer a rush delivery option?
Rush delivery is available for an additional fee:
For an additional $20.00 charge, Rush Delivery orders placed by 3pm ET Monday through Thursday for next day delivery will be processed the same day. Rush Delivery orders placed after 3pm ET it will be processed on the next business day.
PLEASE NOTE: Due to the perishability of our products, we do not ship over the weekends or for arrival on Mondays.
Can I cancel my order?
STANDARD SHIPPING: Yes, you may cancel your order ONLY within 24 hours after placing your order. To cancel your order please calls Customer Service at 1.888.696.6788.
RUSH DELIVERY: Quality begins from the moment you place your order with us. To ensure that we meet your delivery request, your order is immediately moved to a processing status and work begins. Canceling your order would still incur the costs of the product, expediting cost and possible shipping costs.
Can I modify my expedite order?
To ensure that we meet your delivery request, your order is immediately moved to a processing status and work begins. So any modification to your order may cause a delay in receiving your order on time.
Will my order arrive together?
Custom printed M&M'S® Milk Chocolate Candies and party favors with customized M&M'S® Milk Chocolate Candies are produced in a separate facility from the M&M'S World store merchandise and will ship separately. If you order both merchandise and custom candy, you will be billed separate shipping charges for each order (the merchandise order and the candy order).
Are all 25 colors available for custom printing?
does this also apply to custom printed M&M'S® Milk Chocolate Candies?