FAQ's
Due extremely high shipping volumes, there may be extended delivery timelines by the shipping carriers. Thank you for understanding.
CHOCOLATE CARE AND GENERAL QUESTIONS
Q: How long do your chocolates last?
Tandem Chocolates are handcrafted to add a little bit of wonder, love and bliss to your day, so please enjoy them!!! We recommend enjoying our bonbons within 10 days of receiving them for peak freshness and flavor. Our boxed assortments contain a mix of caramels and fresh ganache and are preservative-free.
Q: How should the chocolates be stored?
Our chocolates are best kept at temperatures of 55-65F, away from sunlight with a relative humidity of 50%. They love to hang out in your wine cooler!
Q: From where do you source your chocolate for your bonbons and confections?
The majority of our chocolate is made in Ecuador by Jenny Samaniego, owner of the award winning Conexion Chocolate. We also source chocolate from other women and family-owned chocolate companies. All of our chocolate is ethically procured, traceable, sustainable, and where practical, organic.
Q: Are your chocolates gluten-free and/or nut-free?
Tandem Chocolates is not a gluten-free or nut-free facility. While most of our chocolates and confections do not contain nuts or gluten, there is always the possibility of trace amounts of these ingredients. We encourage you to give us a call at 775-227-8735 so that we can pack your assortment of chocolates according to your needs, if possible.
Q: Do you have any sugar-free chocolates?
Currently, we currently do not offer any sugar-free selections.
Q: May I select my own flavors?
We offer a curated collection of seasonal chocolates. Currently, we are unable to customize on-line.
Q: Can you create a custom gift or special event for my clients?
Let your clients know you value their business with Tandem Chocolates. For special events, tastings, or business gifting, send us an email at phyllis@tandemchocolates.com and tell us your vision for your event.
ORDERING, SHIPPING AND DELIVERY FAQS
Q: What happens once I place an order?
We strive to process your order within 24 hours of receipt. You will receive an email confirming your order. Please double-check this order confirmation to ensure that all shipping information is correct. If there is an error, please call us at (775)227-8735. Once the order ships we are not able to make any changes.
You will receive a second email when your order has been packed and is ready for shipping. During peak times this may take 48 – 72 hours from receipt of your order. Once a shipping label has been created you will receive an email with tracking information.
Q: How can I track my order?
You will receive email confirmations when your order is placed, when it ships and when it arrives. The tracking number will be included in the shipping confirmation.
Q: What is your shipping schedule?
We only ship Monday through Wednesday for the freshness and form of the products while waiting to reach you. We do not ship the rest of the week because weekend deliveries are iffy and unpredictable. We highly recommend you order in advance to ensure enough transit time before your desired arriving date.
Where possible we recommend shipping to a business address, so the chocolates do not languish outside waiting for you to get home. And while we love a good surprise, please consider letting the recipient know a perishable package is on its way.
Q: What are my shipping options?
We ship with UPS. Transit time listed below is not guaranteed and does not include order process time discussed above. Rates are calculated at check-out.
- Ground - 1 to 5 Business Days depending upon destination.
- 3 Day Available in select areas – 3 Business Days
- 2 Day - 2 Business Days
- Overnight - Next Business Day
- Saturday Delivery - Available for an additional fee (location depending) with 2 Day or Overnight shipping only. Please call us 775-227-8735 if you would like to place an order for Saturday delivery.
Please note that delivery timelines do not take unexpected weather delays into consideration, which may affect delivery timelines, ship dates, and arrival dates. All major shipping companies have suspended guaranteed delivery for express mail during the pandemic.
Tandem Chocolates cannot be held responsible for delays due to weather, delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier miss-scans, inaccurate shipping information or other circumstances beyond our control. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control. We cannot ship to P.O. or APO boxes.
Q: Pretty please, can my order ship the same day it is placed?
If you are having a chocolate emergency, please call us at (775) 227-8735 and we will see how we can help.
Q: Can I place an order online and pick it up at Tandem Chocolates?
We will begin in person pick-up this spring as soon as our remodel is completed! Until then we offer complimentary local delivery on Wednesdays and Saturdays. You can select this option at check-out.
Q: What is your return policy?
As a rule, since we sell food products, we do not accept returns/offer refunds on shipped or special-order product. We take great care in packing and shipping to minimize any damage chocolates may incur on their way to you. However, once the products leave our store, any damage that may occur is out of our hands. If you have any questions, please send us an email with your name, order number and the date of your order at phyllis@tandemchocolates.com We will contact you promptly. Our goal is to make your experience with Tandem Chocolates exceptional.
Q: Do you ship internationally?
Unfortunately, we are unable to ship internationally due to the fragile and extremely perishable nature of our chocolates.
Tandem Chocolates are handcrafted in Reno, Nevada and shipped directly from our production studio. Your order is made, checked, packed, and shipped with care by real people who are grateful for your order.
Thank you. We appreciate your business.