Epic Fine Chocolates FAQs
Can I store your chocolates in the refrigerator or freezer?
NO, (and yes)! Chilling chocolate in a refrigerator is a no-no as it will make moisture condense in the box, causing the chocolate to “bloom” (the cocoa butter in the chocolate will come to the surface and give the chocolate a white coating which is just plain ugly!). Although completely safe to eat, the bloomed chocolate is not presentable. To best preserve the quality of chocolate, store it in a cool, dry place (65 degrees F and low humidity).
That said…we have had success with freezing some of our confections for up to 9 months. The secret is that they need to be very well sealed, frozen very quickly, and thawed very slowly (move from freezer to fridge for 24 hours, then from the fridge to cool room temperature for 24 hours before opening.
Do you offer custom candy packaging?
Yes, we can customize the labels for most of our confections quickly at high quality, and with no extra charge (minimum of 12 identical confections). Complete custom packaging designs are also available. Personalizing your candies for a birthday, wedding, or corporate gifting needs starts with just an email or phone call 928-536-7759.
Are you licensed and inspected?
You betcha! We are licensed by the state of Arizona and are a registered producer with the US Federal Government. We are regularly inspected by our county health department as well as the USDA, FDA, plus State Weights & Measures, and the local fire marshal. We have a HACCP plan and are proud to maintain all our storage and production facilities in a clean, tidy, and organized manner so that our customers always receive the freshest product in perfect condition.
What is the shelf life of your confections?
It varies by product. You can read about the shelf life of the different types of candy here.
Is it possible to get ingredient/ food allergy information before ordering?
Absolutely. Each product has a tab on its page with ingredient and allergen information on it.
Do you make any sugar-free candies?
No. We don't believe the food industry has enough experience with sugar substitutes (such as the commonly used xylitol) to fully understand their potential side effects on human beings. Using these sugar substitutes would also contradict our “No Funny Ingredients” pledge. We have no plans to use sugar substitutes in our products in the foreseeable future.
Do you offer gluten-free candy?
Yes! Most of our confections are gluten-free. We label any product with ingredients containing wheat, barley, rye, or malt (there are very few). While most of our products are gluten-free by ingredient, they still may contain traces of gluten from shared equipment.
Do you have Kosher candy?
We're sorry, but we do not.
Why do some of you candies name “soy” as an allergen?
If a candy includes chocolate it likely contains a tiny bit of soy lecithin, which is included as “soy” on an allergen statement. Callebaut chocolate (which we use almost exclusively) lists the ingredients for one of its dark chocolates as: “cocoa mass, sugar, fat-reduced cocoa powder, emulsifier, soya lecithin, natural vanilla.”
How much does shipping cost?
We offer free UPS ground shipping on orders over $100 shipped within the continental USA. Some restrictions apply. We also offer expedited shipping at cost. Please see our Shipping Page for complete details.
What about shipping chocolates and other heat-sensitive candies during warm weather?
Unfortunately, we cannot guarantee that our confections will not melt in transit, BUT we do have some options to help prevent it.
We offer insulated shipping boxes and gel ices as a shipping add-on option for a small upcharge. These will help protect your shipment for up to 72 hours (3 days) in moderate heat conditions.
Next, we highly recommend choosing an expedited shipping method at check out. If you are concerned about heat damage in transit, select a “3 Business Days" or faster shipping option and not Ground for your order. Additionally, we try to ship orders containing “melt-ables” early in the week during warm weather to help ensure that the shipments will not be stuck in a hot UPS truck or hub over a weekend.
Packages delivered in Arizona do not require expedited shipping, but will still require insulated boxes during the hot season.
Our GUARANTEE: If you take these precautions (purchase insulated boxes and select an expedited shipping method to a valid business address where someone is there to receive the package on the first attempt) and your candy STILL melts, we will provide a refund for those melted items. But sorry, we will not reship items that have melted in transit - at least, not until the weather cools off!
Where do I include special delivery instructions for UPS?
We often get requests to deliver before a certain time, leave the package in the garage, leave the package with a neighbor, etc. Unfortunately, we are not able to pass on your instructions to our shippers. You, however, CAN provide delivery instructions that will stay in UPS's files- just call 1-800-PICK-UPS once you have your tracking number. Otherwise, we'd suggest leaving a note on your door.
I’m local. Can I pick up my candy order myself at your shop or in-town?
Usually. Please see the Local pick-up and Delivery info on our Shipping Page
Do you ship to APO addresses?
Currently, we do not ship PO Boxes, APO or FPO addresses.
Can I have my order shipped to my place of employment?
Sure! Just fill in the address of your place of employment as your shipping address.
Which carrier(s) do you use for shipping?
Our primary shipping partner is UPS although we do ship by USPS occasionally.
When sending a gift, can the price be hidden?
When ordering gifts for direct shipment to the recipient, please just let us know by jotting us a note in the comment section at checkout. In this case, we will only include a packing slip with no prices, and your gift message, if provided.
What forms of payment do you take?
We accept Visa, Mastercard, Discover, and American Express credit cards, and PayPal. You can also send us a check or money order (though it takes quite a bit longer for us to be able to process such orders). Wholesale accounts in good standing can set up 15-day net terms for payment with us as well.
Is there a tax on your confections?
Nope. There is not.
Do you take orders over the phone?
While online ordering is usually much quicker, less prone to errors, and completely secure, we understand that sometimes a friendly voice on the phone is just what you need. We’re happy to help, but we’re a very small company and do not have a receptionist or sales department. Most days we’re in the candy kitchen all day making goodies and may not be able to get to the phone. Worry not! Just leave a message and we’ll get back to as soon as we can. 928-536-7759.
Do you have any hard copy catalogs that you provide to customers?
We do not. Our product lines evolve constantly as the seasons change or David comes up with a new flavor of truffle or a new type of bonbon. Any physical catalog would likely be out of date before it got printed and distributed. And let’s face it, physically printing a catalog is time-consuming, expensive, and generally a waste of paper and energy to produce. That’s another reason why we work so tirelessly at keeping our website up to date.
Is your online ordering secure?
Yes, the Epic Fine Chocolates website and ordering platform are secure and verified. The site utilizes security monitoring and 128-bit encryption of all critical data. Only encrypted credit card transaction information is saved (not credit card numbers or other sensitive data).
Why do you need my email address when I order?
We ask for your email address primarily to aid communication with you and to allow UPS to send you package updates and tracking information.
We also might send you the occasional insider’s newsletter with upcoming seasonal specials, or promo codes for discounts (which you can easily opt-out of at any time). We will NEVER sell or give your information to any other companies.
Why do you need my telephone number when I order?
We need your number as an alternate contact resource regarding your order (out of stock item, shipping delay, payment issue) and to allow UPS to reach out to clarify shipping details or get delivery directions/instructions.
How is my information kept private and secure?
We take the safety of your personal information very seriously. We use a wide array of electronic and physical security measures to protect your personal information from unauthorized access. Here is a complete description of our security and privacy policies.
Do you guarantee my order?
If you receive candy that is damaged (aside from melting), or incorrect please call or email us within 3 business days of delivery and we will refund or replace it. Please see the FAQ above for details on shipping chocolates and melt-able items.
I've got to have my candy FAST. What do I do?
Assuming it is something that we have in stock or are making soon, you can upgrade your shipping. Make a note on your order that you need it by a certain date, and we’ll let you know right away if we can or cannot meet your needs. We also prioritize orders shipped by "Next Day Air" or "2nd Day Air” and will send them as soon as possible.
Do you sell wholesale?
Yes. In fact, direct-to-retailer sales are the biggest part of our business. We work with Whole Foods (southwest region) as well as hotels, restaurants, florists, boutiques, and shops across the country. Contact [email protected] to discuss setting up an account with us. You can also order most of our products from the online wholesale platform www.Faire.com.
Do you have a separate wholesale website or portal?
Not currently. Once you are set up with a wholesale account, we can provide you with our complete wholesale product-prices lists.
Do you accept purchase orders?
We do, but only for wholesale accounts in good standing who have been pre-approved for payment terms.
Are you open to the public? Can we just come by and shop?
Sorry, but no. We are a very small operation and do not have a retail shop on-premise, nor do we have tours.
Do you accept food stamps/EBT cards
No, we do not.
Can we set up an account to order and get billed?
Only wholesale accounts who have established credit terms are offered a billing option.
Can you work with non-profits, government organizations, etc. to use tax-exemptions?
Most of our products are non-taxable but we can honor tax exemptions once all the proper paperwork has been submitted and approved. Please email or give us a call to set it up.
Do you sell gift certificates?
Yes, we offer Epic Fine Chocolates gift certificates in three denominations: $50, $100, $150. Please email or give us a call to order them.
Can I return and exchange my candy for something different?
No. To protect our customers’ health and safety, we do not accept returns on confections.
How do I reset my password?
You can easily change your password at any time by logging in and selecting the "Change Password" option.
If you have forgotten your password and are not able to log in, simply click the "Forgot your password?" link on the login page. You will be prompted to enter your e-mail address, and shortly thereafter you should receive an e-mail to help you out.
Do you have an affiliate program of any sort?
No, we currently do not offer an affiliate program.
About Us Questions
Who is Epic Fine Chocolates?
We are a small artisan confection company helmed by David, a professional chef and candy maker since 1978, and his wife, Kathryn, who works with David in the production kitchen and pretty much does everything else around here (especially keeping David focused and efficient in the kitchen)!
For the full story about how we got where we are now, please see our About Page
Do you consider product donations to charitable organizations?
We rarely donate our products due to the nature and perishability of fine chocolates. Our regular charitable giving is done at the corporate level to organizations that mean a lot to us personally and with whom we have worked for many years.
Are you hiring?
We are a very small family-run company and have not yet needed to hire outside employees. So, probably not!