Customer Service

To protect the quality of our chocolates, available shipping methods are automatically adjusted based on destination temperatures and transit times. During warmer weather, some destinations may require expedited shipping to help prevent melting in transit.

When destination temperatures exceed our quality thresholds, overnight shipping may be required to ensure your chocolates arrive in the best possible condition. Available shipping methods are automatically determined at checkout based on weather conditions and delivery location.

When weather conditions require temperature protection, orders are packed in insulated packaging with ice packs to help maintain product quality during transit. Shipping methods may also be restricted based on destination temperatures and transit times.

Orders placed by 1 PM ET with 2-Day Shipping or Next Day Shipping are typically processed the same business day, provided the shipping address is complete and valid. Most Standard Shipping orders are also processed the same business day, though processing times may be extended during peak periods.

Orders containing incomplete, invalid, or undeliverable addresses may be delayed while our team attempts to verify the information. To avoid delays, please review your shipping address carefully before submitting your order.

No. Estimated delivery times begin once your order has shipped. Processing time may vary based on order volume, weather conditions, and seasonal demand.

Orders may require additional processing time during peak periods, holidays, severe weather events, or when shipping information requires verification. You will receive a shipping confirmation email once your order has been dispatched.

During the summer months (June through September), we operate on a modified shipping schedule and generally do not ship on Fridays. This helps prevent chocolates from remaining in transit over the weekend and ensures they arrive in the best possible condition.

To protect product quality, we avoid shipments that may remain in transit over the weekend. Depending on your destination, selected shipping method, weather conditions, and Saturday delivery availability, some orders placed later in the week may ship the following Monday.

We are unable to guarantee delivery on a specific date. Transit times may vary based on carrier performance, weather conditions, and seasonal demand. For time-sensitive gifts, we recommend selecting an expedited shipping method and ordering as early as possible.

Yes. During checkout, you may add a gift message to be included with your order. Pricing information is not included inside gift shipments.

Yes. Additional shipping charges apply. Standard Shipping is not available, and temperature-based shipping restrictions may apply.

We currently ship only within the United States. For deliveries within Europe and the United Kingdom, please visit our European website: www.neuhauschocolates.com/en_BE/home

To protect product quality, shipments may be restricted or temporarily unavailable when temperatures exceed safe shipping thresholds. Available shipping options are automatically adjusted at checkout.

Yes. Once your order ships, you will receive a shipping confirmation email containing tracking information and a link to monitor your shipment.

While we make every effort to ensure timely delivery, carrier delays and severe weather events may occasionally impact delivery schedules. If you have concerns about an active shipment, please contact our Customer Service team and we will be happy to assist.

Please contact Customer Service as soon as possible (within 3 days of delivery) and include photos of the product and packaging when available. Our team will review the situation and work with you to find an appropriate resolution.

Yes. APO/FPO and PO Box shipments are sent via USPS Priority Mail and may take longer to arrive, depending on destination and military mail processing times. Please note that delivery dates cannot be guaranteed for these shipments.

While we make every effort to ensure timely delivery, severe weather and other events outside of our control may occasionally impact carrier transit times. Although delivery dates cannot be guaranteed, we carefully monitor weather conditions and adjust shipping methods when necessary to help protect the quality of your chocolates. If you have questions about an active shipment, please contact our Customer Service team at us.customerservice@neuhauschocolates.com.