Customer Service

Neuhaus Shipping and Delivery Information

At Neuhaus, we’re committed to delivering your chocolates in impeccable condition. To ensure optimal quality, we adapt our shipping practices based on seasonal temperatures and the destination’s weather. Our temperature-controlled shipping options are designed to maintain the quality and freshness of your chocolates, regardless of the season.

Seasonal Shipping Strategies


October to May (Colder Months):

During the colder months, we ship Monday through Friday. For warmer destinations where daytime temperatures exceed 75°F, we carefully pack chocolates in insulated boxes with ice to protect them during transit.

To ensure the best possible delivery experience, we monitor destination temperatures. Standard shipping will not be available for locations with daytime temperatures over 75°F; for these orders, customers are required to select 2nd Day or Next Day shipping options to maintain product quality.

June to September (Warmer Months):

In the summer months, all orders are shipped in insulated boxes with ice. During this period, we make specific adjustments to safeguard our chocolates:

  • Restricted Standard Shipping: For destinations where temperatures exceed 75°F and ground transit exceeds two days, standard shipping is not available.
  • High-Temperature Destinations: For locations where daytime temperatures surpass 85°F, only overnight shipping will be available to prevent melting.
  • Extremely High Temperatures: Unfortunately, we cannot ship to destinations where daytime temperatures exceed 100°F, as the quality of the chocolates cannot be guaranteed in these conditions.
  • Friday Shipments: We do not ship on Fridays to addresses that cannot accept Saturday deliveries, especially those requiring more than one day in transit. This measure helps ensure that chocolates do not sit in transit over the weekend, reducing the risk of melting and preserving freshness.

Shipping Options and Guidelines

All orders are shipped from our warehouse in New York.

Order Cut-Off Time:
To ensure timely delivery, orders must be placed by 1 PM EST. Orders received after this time will be processed the following business day. For example, an order placed with Next Day Delivery by 1 PM EST on Monday will arrive on Tuesday, while an order placed after 1 PM EST will arrive on Wednesday.

Shipping Methods:

  • Standard Shipping: Available where transit times are within acceptable limits or temperatures up to 75°F, delivered within 3-7 business days.
  • 2nd Day Shipping: Recommended for destinations with temperatures above 75°F and/or time in transit via ground shipping is over 2 days ; arrives within 2 business days. Orders placed after 1 PM EST will ship the next business day.
  • Next Day Shipping: Required for destinations with temperatures above 85°F; delivers next business day. Orders placed after 1 PM EST will ship the following business day.

Temperature Monitoring:
Our system actively checks temperatures for all destinations, and appropriate shipping methods are automatically enforced based on current weather. Standard shipping is disabled at checkout for destinations that exceed temperature thresholds, ensuring you only receive shipping options that preserve the quality of your chocolates.

Special Considerations for Specific Destinations

We currently ship to U.S. addresses only. If you would like to send Neuhaus chocolates within Europe or the United Kingdom, please visit our EU website for local delivery options. This dedicated site provides a range of shipping services tailored to European destinations, ensuring that your chocolates arrive fresh and promptly.

  • Alaska and Hawaii: Shipments to these locations are subject to an additional shipping charge. Standard shipping is not available, and temperature thresholds apply as described above.
  • High-Temperature Locations: During warmer months, select areas may be restricted to overnight shipping only, based on temperature conditions.
  • APO/PO Box Addresses: These shipments must be sent via Standard Shipping and may take up to 14 business days to arrive. Exact delivery dates are not guaranteed.

Delivery Delays and Weather Disruptions

While we make every effort to ensure timely deliveries, unforeseen events such as extreme weather can sometimes impact delivery schedules. Neuhaus cannot be held responsible for delays due to these uncontrollable circumstances, but we appreciate your understanding and will do everything possible to minimize disruptions.

Thank you for trusting Neuhaus to bring a touch of Belgian luxury to your doorstep. We are honored to deliver the finest Belgian chocolate experience to you, tailored to each season’s unique demands. For any questions or assistance, please reach out to us at us.customerservice@neuhauschocolates.com.