Frequently Asked Questions
Everything You Need to Know
What is the Best Before Date?
As we do not use preservatives in our chocolates, we suggest you consume your boxed chocolates (bonbons) by the Best Before Date printed on the back. It is located on your Ingredient list. We suggest you consume these chocolates within 6 to 8 weeks. If you wish to keep them longer, you may freeze them. Our boxed chocolates are hand-produced in small batches once per month. There are only 4 kinds produced each month.
Chocolate bars have a much longer shelf life. There is also a Best Before Date printed on the Ingredient/Nutritional Label.
If you wish to keep your chocolates longer, freeze them, although they may lose their shine. Before eating, temper the chocolates in the fridge for a few hours, and then leave them at room temperature for a few more hours.
The best-before date is not an expiry date. If you're unsure of the difference, please check out this blog by the Canadian Institute of Food Safety, HERE. Also, we are always happy to answer any questions that you may have through our contact form.
Can I phone in an order?
No, sorry. For ease of ordering, identity and privacy issues, we ask that you use the ordering available in our online store. We only take orders through our webiste. No phone orders or orders through our social media platforms.
f you have a specific question, or for large orders, please use the CONTACT form and we will get back to you quickly. Please ensure that you check your spam/junk mail folder if you've not received a response from us. We will always answer you, but depending on your mail filters, we may not end up in your inbox.
Choosing your shipping method.
At this time, there are no service guarantees with any major shipper.
During the summer, we offer thermal packaging and shipping through major carriers directly to your home or place of business with no PO boxes. If the weather is over 25C, shipping will cease until temperatures are more moderate. Please note that those living in areas that are considered remote or are not major cities and towns may experience longer shipping times. During the cooler months, we offer shipping by Canada Post or by carrier. Please choose the shipping window that suits you. Please note from above that there are no guarantees with timelines.
Please understand that once the parcel leaves, how it is handled is beyond our control. We try to ensure it is secure in its little shipping environment, but external factors may play a negative role. Extreme temperatures can also be unkind to our happy little packages. We do our best to protect them, but at times, things can happen. Please inspect your package when it arrives and notify us immediately of any issues. Any issues or breakage must be reported within 48 hours of receipt. We cannot accept claims made after this time period. This includes all orders of personal, wholesale, or special orders.
When will my order ship?
Membership orders received before the 15th of the month will be shipped the last week of the same month through the first week of the following month. Membership orders received after the 15th will ship the following month. Our artisanal chocolates are only produced once per month. When they are sold out, they are not available again until the end of any month.
If a product is not in stock, we often offer a pre-order option that will ensure the product is sent to you as soon as we are able to restock it. For products in stock, our turnaround time can be anywhere from 1 to 5 days depending on the season. During the high time, it will take longer. Please ensure that you choose the shipping that best suits your timeline.
Pre-Orders for holidays and special occasions will have a shipping commence date. If you order one pre-order item and an item that is not pre-order, all items will ship on the shipping commencement date for the pre-order. We will not split a shipment as there is only one shipping charge. If you'd like items, not pre-order sooner, please place two orders.
What are your payment options?
We offer payment by Credit Card and also offer offline payment. (E-transfer)
For store orders, if you would prefer to pay by Etransfer, please use the Etransfer address provided upon checkout. If you have any questions, please feel free to use the CONTACT form.
Do you offer international shipping?
For shipping out of the listed areas, please use the contact form. We would be happy to go over your options with you. To help us answer your question, please include the product you would like to order and the shipping address so we may provide you with a reasonable estimate.
Do you do Corporate or custom orders?
Yes! We would love to supply you with your special occasion treats. Please use the contact form provided on our web page. *Note* Minimum order size will apply, and we do require a minimum of 6 weeks pre-event heads up.
I have a nut (or other) allergy.
We are not a nut free facility. However, we can do orders that include chocolates with no added nuts. Please read more on our Allergens page.
All of our products are made with special care. If there is an issue with your product, please contact us. We will refund purchases if it is due to the handling within our control, and proof of purchase (receipt) is required to confirm age of the product.
We are sorry, but we do not issue refunds based on a dislike of a particular themed bar. All bars are chosen randomly at shipping time as it clearly states in the description. If you would like specific bars, then we suggest you place a custom order with us. Please use the contact form. Minimum custom order is 10 bars.