FAQ
Shipping
We ship Monday through Friday for arrival Tuesday through Saturday (unless it’s a USPS holiday).
Mailman Joel (Hi, Joel!) stops by our shop in Sleepy Hollow to pick up all the boxes that are ready to go.
We don’t ship the rest of the week because weekend deliveries are iffy and unpredictable. We don’t want our products to lose their freshness and form while waiting to reach you.
Planning ahead? No worries. Orders can be placed up to 365 days in advance! Just send us an email here!
Shipping Hot Weather/Inclement Weather
During hot weather our shipping days are Monday, Tuesday and Wednesday. We may at our discretion, depending upon the weather conditions, choose not to ship out orders on any other day. This is to prevent the chocolates from melting in transit or a shipping facility that is not temperature controlled. It is in our best interest for you to receive our delicious gourmet chocolate confections in optimum condition.
Chocolate starts to melt around 75º F. If your outside temperatures are 70º+ please keep an eye out for your package by monitoring tracking. We will ship your items with eco-friendly insulated boxes and ice packs during warmer months.
Depending on the factors above, we may need to make changes to your order so please keep an eye out emails from us.
Please note, we cannot be held responsible if items are left out in the heat, or mishandled by postal carriers. It is strongly recommended to opt for shipping Express Shipping to ensure your order will arrive perfectly. Once your order's tracking says your package has been delivered to your address there are no refunds or replacements.
If you are shipping a gift to someone in the summer months, it may be best to alert them so their chocolate is not sitting on their porch in the sun/heat.
Unattended Packages
If no one is available to receive your order upon arrival at its final destination, our carriers will leave it at the door. If this could pose a problem, we recommend shipping to an address where someone can receive your package. Untold is not responsible for damage or theft incurred after delivery.
Once your order's tracking says your package has been delivered to your address there are no refunds or replacements.
Shipping Address Errors
Our shipping program automatically prints your shipping label from the address you enter at checkout. Untold is not responsible for any typos or an address entered incorrectly that results in your package not being delivered. Please check and double check your address to make sure there are no errors. We do not offer refunds or replacements for an incorrect shipping address.
How should I store my Botanical Shortbread Cookies?
We recommend keeping your Untold Botanical Shortbread Cookies in the fridge, they will keep up to 4 weeks.
Alternatively, you can store you cookies in the freezer. Please allow at least 10 minutes to defrost before indulging.
Cookies can be stored in the freezer for up to 6 months.
How should I store my bonbons?
We recommend keeping your Untold bonbons in the fridge, they will keep for up to 3 weeks.
Alternatively, you can keep your bonbons in the freezer. Please allow 15 minutes to defrost before indulging.
Bonbons can be stored in the freezer for up to 3 months.
All chocolate bars have a 1-year "best by" date. To extend shelf-life, keep your bars in the fridge.
How far in advance should I place my order?
We recommend that you place your order at least 1 week in advance of the occasion. We can usually accommodate most orders, however, the more notice you give us the more likely we will be able to fulfill your order. If you need your order by a specific date, please contact us at sales@getuntold.com and we will be happy to plan with you.
Dietary & Allergens
At Untold, we want to ensure that you have all the information you need regarding product ingredients and preparation.
We have prepared a user friendly Dietary & Allergens Guide, which should be checked carefully, and regularly, should you have any concerns.
Cross-Contamination
Please be aware that all of our products are baked and prepared in our dedicated kitchen facilities, which also handle all the main allergens including ALL NUTS, GLUTEN (WHEAT), DAIRY, EGG, ALCOHOL, and SOYA.
Our team takes all the necessary steps to ensure cross contamination doesn’t happen, however, there is always a risk that one of our products (which contains a main allergen ingredient e.g. NUTS) could have come into contact with another product. We advise anyone with a food allergy to read our Dietary & Allergens Guide carefully before deciding whether to purchase and consume.
Alcohol
We do have a very limited number of products that contain alcohol. In which instance, ALCOHOL, is listed as an ingredient within the product description on our website.
Does your chocolate contain nuts?
ALL of our products including solid chocolate pieces may contain nuts and/or peanuts. Any person with a nut allergy should NOT consume ANY of our products .
Does your chocolate contain dairy products?
ALL of our dark, milk, and white chocolate may contain dairy or milk products. Any person with a dairy allergy should NOT consume ANY of our products.
Refund Policy
Due to the perishable nature of our handmade confections, items cannot be returned or exchanged. For other questions, email us at sales@getuntold.com.
Any other questions?
If you have any other questions or concerns, you can reach us at sales@getuntold.com.
We would love to hear what’s on your mind!