FAQ

You can review our Shipping Policy here

SavedBy is an optional package protection service we offer at checkout to give you peace of mind when ordering our chocolate.

Whenever you add a product to your cart it will automatically apply this service. If you'd prefer to opt-out, you can just click "continue without package protection" right below the checkout button. 

How it Works

For a small fee (usually around $2–$3, depending on your order), your package is protected from:

• Loss

• Theft

• Damage, including heat-related issues like melting

If something goes wrong during shipping, you’ll get a fast resolution—either a replacement or a full refund—handled promptly by SavedBy.

You can either reach out to them with the email link they'll provide you after ordering, or go onto their site directly. 

We can also file the claim for you if it's easier- it might just take a bit longer for us. The team at SavedBy has a reputation for responding very quickly when a claim comes up. 

How do subscriptions work?

When you subscribe, you receive a freshly made bundle delivered every month. You can choose between three options:

Annual - delivered monthly for twelve months, prepaid in full
Quarterly - delivered monthly for three months, prepaid in full
Ongoing Monthly - flexible and can be cancelled anytime

When am I charged?

Your first charge is processed at checkout. After that, monthly renewals process automatically on the 2nd of each month.

Future subscription orders reflect current product pricing.

When does my order ship?

All subscription orders ship during the second week of each month.

Can I cancel my subscription?

Ongoing Monthly plans can be cancelled at any time through your customer portal or the link in your order confirmation email.

Annual and Quarterly plans continue for the full selected term before they can be changed or cancelled.

Can I change my shipping address?

Yes. You can update your shipping details through your customer account or by using the link in your order confirmation email.

If you need help, you are also welcome to contact us.

Can I change or pause my deliveries?

We design subscriptions to arrive monthly as part of a simple, consistent rhythm.

If you have a special circumstance, please reach out and we will help when possible.

Is shipping included?

We offer inexpensive, flat rate shipping for your convenience. The cost is calculated at checkout and applied to your first order. If we include special shipping offers on subscriptions, that will be clearly noted on the product page. 

Can I customize my subscription?

If you have allergies or strong aversions, please include them in the order notes at checkout. While we cannot guarantee specific substitutions, we will always do our best to accommodate when possible.

What if something goes wrong with my order?

Satisfaction Guaranteed: We always want you to have the best experience possible with our chocolates. If something is not right, please reach out and we will make it right.

Please see the details here

All of our truffles are naturally shelf-stable. We make our ganache with no water content from any source, which eliminates the risk of spoilage. We don’t use any preservatives in any of our products.

Although your chocolates won’t go bad, sooner is still better than later and we recommend enjoying your truffles within a few weeks of purchasing them.

Pure dark chocolate has a shelf life of approximately two years. At that point it won’t spoil, but you can expect the flavor to gradually change over time.

You can safely stock up on bars and enjoy them over many months if need be.

All of our chocolate products are best when stored and enjoyed at a cool room temperature with low humidity.

Ideal storage conditions are 60-70 degrees fahrenheit, with a maximum humidity of 50%.

You don't need to be overly fussy about this, but it is good to understand that the ambient temperature can impact the texture, taste, and appearance of a chocolate product.

Pure dark chocolate will have more or less of its "snap" based on its temperature- if it gets too warm then it will soften (and eventually melt), if it gets too cold then it will progressively get harder. 

It will always melt in your mouth if you're patient, but for those who particularly enjoy the crunchy texture of dark chocolate, you can experiment with different temperatures to find your sweet spot. 

The texture of the ganache centers in our truffles is also impacted similarly by the cold. It will run the spectrum from hard to luscious to melty as it goes from ~50-80 degrees fahrenheit. The vegan truffles are especially temperature-sensitive. They are made with coconut oil which has a melting point of 76 degrees. The ganache will turn to liquid if it is allowed to go above that threshold. 

The taste will also be affected by temperature to a lesser degree. The colder a food is, the less sweet it will taste, and its overall flavor will also be somewhat muted. 

When chocolate isn't stored properly it can experience "chocolate bloom." It is still safe to eat, but the texture, taste, and appearance will all be negatively impacted. 

There are two forms: fat bloom and sugar bloom.

Fat bloom is caused by chocolate getting too warm. The cocoa butter (fat) in the chocolate melts a bit and then settles on the surface when it cools back down. This shows up as a blotchy, whiteish look on the exterior surface of chocolate.

Sugar bloom occurs when chocolate is exposed to high humidity. The humidity draws the sugar in the chocolate out to the surface in this case, which leaves a grainy sugar texture on the exterior surface.

You can avoid chocolate bloom by transporting your chocolate in a cooler during the summer months, and by storing in an airtight container (especially if you have it in the refrigerator). 

Yes.

If you do, it is recommended that you store it in an airtight container. This will protect it from the fridge’s humidity and also ensure that it doesn’t pick up flavors from other foods nearby.

We recommend allowing it to sit at room temperature for a bit of time when bringing it out of the refrigerator for the best tasting experience.

Around 70 degrees fahrenheit

Almost all of the chocolates we use contain a small amount of soy lecithin (included as an emulsifier). 

Our products may contain peanuts, tree nuts, milk, eggs, wheat, sesame, or soy.

We take every precaution to minimize the risk of cross-contamination; however, because our facility handles a variety of ingredients, the possibility cannot be completely eliminated.

We strongly recommend our customers with food allergies to review the ingredients lists for each product so they can make the best informed decisions possible for their individual situation. 

You can find comprehensive ingredients lists for each of our products in the dropdown Products menu, or by clicking the links below:

Dairy Truffles

Vegan Truffles

Chocolate Bars

We primarily use chocolates produced by Luker Chocolate, a purpose-driven Colombian B-Corp. They operate as a triple impact company with a business model that prioritizes social and environmental impacts alongside profitability. Their long-term vision, the Chocolate Dream, aims to improve well-being in the cacao-producing communities of Colombia through a commitment to quality and sustainability. 

They are an amazing company and it is a goal of ours to partner with them. 

In our case, clean label means that we are dedicated to only using ingredients that are high quality and completely natural. 

We avoid the use of anything artificial or nasty that you wouldn't want to put into your body. 

We believe that's you should never have to sacrifice any aspect of your health in the name of flavor.

Why not have something is both delicious and healthy?

No one asks all of them, but we believe it's good to know as much as possible about chocolate. So, if you have any additional questions don't hesitate to ask anytime!

Please email keenan@wholeheartedchocolate.com with any questions, comments, or concerns you may have.