truffle truffle

policies

customer service
shipping & delivery
return policy
allergen warning
shelf life
custom orders

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, 10:00am – 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!

shipping methods

we are proud to use FedEx for all of our shipping needs and offer the following services:

FedEx Ground (we are happy to offer ground shipping as a cost-effective alternative, when climate conditions permit. see notes regarding warm weather below.)
FedEx 2-Day
FedEx Overnight

when do orders ship?

though we make & package every treat by hand, orders are typically processed and shipped within 72 hours. larger orders can take longer to package, and a truffle truffle representative will contact you if this is the case. if you are purchasing a gift or your order is otherwise time-sensitive, please call or email us to inquire as to whether or not we will be able to ship your order the same day

due to the delicate nature of our treats, we try to minimize the time they spend in transit. as a result, orders are never shipped over a weekend, during which they would sit in a hot shipping warehouse. given these limitations,

we cannot ship for delivery on a Monday, as this would require the treats to be held over the weekend.
if you order on a Thursday or Friday and select the 2-Day shipping option, your order will be held until the following Monday.
if you order on a Friday and select Overnight shipping, your order will be held until the following Monday.
if you select ground shipping, the ship date will be determined by the length of time the treats will spend in transit according to FedEx (see map of FedEx ground transit times from our home north of Chicago) in order to avoid weekend holds.

notes regarding warm weather (May - October)

an additional charge of $6 will be added to your shipping and handling charges during the warmer months of May - October to cover the cost of the gel ice and insulated foam packaging needed to keep the treats safe in transit.
during the warmer months, the ground shipping option is only available for destinations that FedEx can reach by ground service within 2 transit days (see map above). if your shipping destination cannot be reached by FedEx ground service within this window, the ground option will not be available during these warmer months.
when the weather is prohibitively hot, we reserve the right to upgrade your shipping to 2-Day or Overnight Express, depending on the destination, for an additional charge. a truffle truffle representative will contact you about any necessary changes to your chosen shipping method.

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. , so please plan accordingly. truffle truffle is not able to refund purchases damaged or delayed due to an incorrect shipping address or a neglected delivery.

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

we are pleased to offer flat rate shipping to all U.S. destinations for ground, 2-Day and Overnight services. shipping fees are charged per address according to the table below:

	ground *local^** (year-round)	ground non-local (nov-apr only)	2nd day*	overnight*
$0.00-$19.99	not available! minimum order is $20.00
$20.00-$49.99	$8	$12	$22	$32
$50.00-$99.99	$10	$14	$24	$34
$100.00-$250.00	free!			$46
$250.00+	shipping rates determined based on package size & weight

* during the warm weather months of May – October, a $6 surchage will be added to these shipping rates due to the added costs of insulated shipping containers.

^”local” refers to destinations that can be reached within a 2-day transit time by ground service according to FedEx’s estimated delivery map (see below).

local pickup

we are happy to offer our local customers the option to forego shipping costs by visiting our kitchen in Skokie, IL (just North of Chicago) to pick up your orders. if you choose the local pickup option, a truffle truffle representative will contact you as soon as your order is ready to make arrangements.

tracking numbers

your tracking number will be automatically emailed to you when your shipment is submitted to FedEx.

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 at a cool room temperature, or, if it’s just too darn hot, in the refrigerator. keep in mind , 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 7 days of receipt. like the truffles, they should be stored at a cool room temperature or in the refrigerator and brought to room temperature before indulging. at least one loyal truffle 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 in an airtight container for 2 months.