policies

customer serviceback to top

our goal is for you to be as happy consuming our treats as we are making them! if any concerns, complaints or questions arise as you shop for, eagerly await, or indulge in our products, please do not hesitate to contact us by phone at 312-860-2772 (monday – friday, 8:00am – 5:00pm, CT) or email at info AT truffletruffle DOT com.

If our office is closed, please leave a message for customer service - be sure to include the best time to reach you and your phone number. we will do whatever we can to answer your questions and accommodate your requests.

shipping & deliveryback to top

getting our delicious treats to you in perfect condition is our number one priority. so, even though there are less expensive ways to ship our products, we only use the methods that offer the most protection against chocolate’s age-old nemesis: heat!

when do orders ship?

orders are typically processed and shipped within 48 hours. bulk wholesale orders can take longer and a truffle truffle representative will contact you if this is the case.

due to the delicate nature of our treats, we limit the time they spend in transit to two business days. as a result, orders are NEVER shipped over the weekends, during which they would sit in a warehouse. please do not specify a monday as your preferred delivery date, as packages cannot be in transit over the weekend.

also, please keep in mind that if you order on thursday or friday and select the 2nd Day shipping option, your order will be held until the following monday; this is also true for Overnight orders placed on a friday.

shipping methods (see the map below for specified zones)

  • FedEx ground: we offer ground shipping as a cost effective alternative, but only if the “ship to” address falls within the FedEx 2-day maximum ground transit window (see map below). if your location cannot be reached by FedEx ground shipping within 2 days, we need to upgrade your shipping to ensure your treats arrive in perfect condition.
  • FedEx 2 day: for orders that can’t make it their destination within 2 days using FedEx ground, we ship FedEx 2 day. (note: 2 day orders placed on Thursday or Friday are not shipped until Monday).
  • FedEx overnight: orders typically arrive by 3:00 pm the next business day (note: overnight orders placed on Friday are not shipped until Monday).

notes regarding warm weather (April - October)

  • when the weather is prohibitively hot, we reserve the right to upgrade your shipping to 2nd Day Express or Overnight Express, depending on the destination for an additional charge. a representative of truffle truffle will contact you about the above changes to your shipping arrangements, if necessary.
  • when we ship to destinations over 70F we may deem it necessary to use gel ice and insulated foam packaging (to keep the treats safe in transit), in which case $6.00 will be added to your shipping & handling to cover these cooling materials.

delivery

FedEx will only deliver on business days, unless Saturday Delivery is specified (additional charges will apply). FedEx has standing permission to leave packages at the recipient’s address if no one is there to sign for it. the treats are usually able to survive a few hours on a doorstep, depending on the ambient temperature, but we cannot guarantee that will be the case.

truffle truffle is not responsible for packages stolen or damaged (melted) after they are delivered to the address specified by the customer. if you would prefer that the package not be left unattended, please write “Signature Required for Delivery” in the Special Instructions section on the checkout page. if no one is present, FedEx will make two more attempts to deliver the package before returning it to us.

truffle truffle is not able to refund purchases if the product is damaged or melted after the first delivery attempt is made. please protect your purchase – and our beloved treats – by shipping to a business location when possible.

shipping fees

shipping fees are charged per address according to the rates specified by FedEx based on the shipping method, destination and weight of the package.

tracking numbers

all shipments have FedEx tracking numbers. please contact if you’d like to have the number emailed to you (we’re working on making this automatic, but please bear with us in the meantime).

can i place an advance order?

advance orders are welcome and will be shipped to arrive on the date specified by the customer, subject to the restrictions mentioned above. to place an advance order, please specify the desired arrival date in the Special Instructions section on the checkout page.

return policyback to top

every item that leaves our hands is carefully inspected before it is shipped to ensure that our high standards for quality are maintained at all times.

if merchandise is defective or damaged upon receipt please contact us immediately after your package arrives. products must be returned to us in absolutely new, unused, and uneaten condition for a refund. a refund on shipping charges due to damaged or defective merchandise will be determined on a case by case basis.

allergen warningback to top

all of our products are made in the same kitchen, so even those that do not contain allergens deliberately may come into contact with peanuts, tree nuts, milk proteins, or ingredients containing gluten.

shelf lifeback to top

truffle truffle products are prepared without preservatives and chemicals, which makes them much more delicious – we think! – but also a bit more perishable. please adhere to the following guidelines to ensure that your treats are enjoyed at the peak of freshness:

truffles

mascarpone truffles – please consume within 7 days of receipt; all other truffles – please consume within 14 days of receipt

all truffles should be stored in the refrigerator, though this will simply guard against melting, it will not increase the shelf life of the truffles. for maximum deliciousness, please allow truffles to return to room temperature before indulging!

caramels

all caramels have a shelf life of 2 months and should be stored in the refrigerator to retain their shape and freshness. remove the caramels from the refrigerator about 10 minutes before indulging, or long enough that your fingerprints leave an indentation when squeezing the caramel. as delectable – and some have said “life-altering” – as these caramels are, they are certainly not worth a tooth!

s’mores

our s’mores should be consumed within 14 days of receipt. like the truffles, they should be stored in the refrigerator and brought to room temperature before indulging. at least one loyal truffler that we know of likes to microwave her s’mores for a few seconds to get that authentic melty sensation. while we cannot officially endorse this very messy behavior, we will be the first to admit that it is conducive to a lot of “mmmmms”!

confections

our toffees and brittles can be stored at room temperature (ideally around 68F) for 2 months. our cookies should be stored in an airtight container at room temperature and consumed within 2 weeks. our peppermint fondants should also be stored at room temperature and can be enjoyed for up to 1 month.