Welcome to the Frequently Asked Questions section. Here you will find the answers to questions regarding product, chocolate usage, certifications and about Valrhona.
If the answer to your question is not listed, please go to Contact Us to send us an email with your question.
This website is administrated by the USA Subsidiary; if you are looking for answers and/or information in other countries, such as Whole Sales contact information for the rest of the world, please go to https://en.valrhona.com/contact.aspx to submit your request.
Where are your distributors located?
To find the nearest distributor according to your state of residence, please contact us.
Where do you distribute your retail products?
To find the nearest store according to your state of residence, please contact us.
Where can I find your products for wholesale and what are the requirements for ordering wholesale?
Contact Us to find more information.
Are your products gluten-free?
All of our chocolates bars are considered gluten-free (this means that they contain less than 20 ppm of gluten and are suitable for intolerant people). Our chocolate bonbons are not gluten-free.
We recommend people for whom gluten is a health concern not to consume our chocolate as it may contain traces of gluten.
Do you have a kosher certificate? Who / which agency certifies?
All of our chocolates are certified kosher by a rabbi. The agency certifies the entire factory directly. The certificate is renewed every year. Click here to download.
Do you have any vegan products?
Our dark chocolates are vegan based on their ingredients, but we are not able to obtain vegan vertifications due to milk traceability from operating in the same factory as milk and white chocolate production.
Are your products Fair Trade?
Valrhona pursues a policy of direct trade with farmers in accordance with the principles of Fair Trade. Valrhona does everything in its power to ensure that the conditions in which our cacao is grown allow planters and their families to develop a long-term business strategy. We take particular care to ensure no children work in the production of our cacao, that there is no forced labor and that all national and international labor regulations are respected. To learn more click here.
Where can I find the ingredient list?
Most of the products that you will find on our online boutique come with an ingredient list by the product's description, which you can view and download.
Do you carry chocolate for people with tree-nut allergies?
In most products, we do not use nuts as ingredients, but the chocolate may contain traces of peanuts and other nuts, gluten, and egg proteins. We recommend that people with these allergies do not consume our chocolate.
Are your products GMO free?
Yes, all of our chocolates are GMO free.
Does Valrhona guarantee a Minimum Shelf Life?
Valrhona is committed to shipping products with at least a 2 month shelf life for optimum quality, taste and nutrition.
Is a chocolate edible after the Expiration date?
Absolutely. Pure chocolate doesn't go bad and can be enjoyed months after its expiration date. Please note that this is not the case with Bonbons or Truffles for which it is more important to follow the expiration date.
Where can I find more information about Valrhona Food Service Range?
Please visit our website for professionals: click here.
How can I order bonbons / pralines for my store / event / bakery or get a price List?
Please contact a Whole Sale Regional Sales Manager, clicking on the following link.
What is the procedure to establish a food service account?
Please reach out to us so that we can contact you with the Regional Sales Manager according to your state of residence.
How can I apply for a class?
Please visit our website for class schedule: click here.
How long will the chocolates last and how do I conserve them?
Each product has a label with an expiration date (ex: 6-2013 refers to the expiration date being the end of the month of June) (best if used by date). Please refer to this date. Please note that the production date is also mentioned on the packaging. We recommend conserving them in a cool place (between 57° and 64°F) away from direct sunlight. Possible storage solutions include placing the products in a cool area or in the vegetable compartment of your refrigerator, provided you keep them in the original packaging, wrapped carefully in a tightly sealed plastic bag. The chocolates should be removed from the refrigerator about two hours before tasting to enjoy their full flavor.
Does Valrhona accept returns?
Unfortunately, we are not able to accept returns or exchanges as our products are perishable. Please notify us in the unlikely event that your order arrives damaged or spoiled, and we would be happy to help replace the item. Valrhona is not responsible for any damage or loss sustained as the result of incorrect shipping address information provided at order. It is our goal to ensure proper handling and prompt delivery, but ultimately this is in the control of the third party shipping carrier. To ensure the full freshness of our products, we urge you to inspect and properly store your order as soon as it arrives. We encourage you to select overnight shipping if you are experiencing warm weather, as this is the best way to ensure freshness. Refunds for damaged goods can only be credited to the originating credit card. For more information, please contact our Customer Service department at 718-522-7001 or firstname.lastname@example.org.
SHIPPING & DELIVERY
I would like to know more about order processing and shipping time.
Orders placed by 11am will ship the same day from our New York facility. In order to preserve your chocolate and to avoid your package staying in a warm facility during the weekend, we will have to delay some shipments:
Orders received after 11am on Thursday will only ship the following week on Monday for "overnight" shipping methods.
Orders received after 11am on Wednesday will only ship the following week on Monday for "two day" and "ground" shipping methods.
We can also schedule a Saturday delivery, please contact our customer service representatives at email@example.com or at our toll free number: 1(888) 682-5746 if you wish to receive your chocolate on a Saturday (extra costs will apply).
For customers in states with temperatures that exceed 65-70°F, we highly recommend Warm Weather Overnight Shipping. By not selecting Warm Weather Overnight Shipping in these states, your order will be at risk of melting and Valrhona waives responsibility to replace any melted product when the inappropriate shipping method is chosen. Warm Weather Overnight Shipping includes standard overnight shipping, insulated packaging, and ice packs to protect your order.
What shipping method do you use?
We use FedEx to ship all of our chocolate. We offer two different FedEx shipping methods: - FedEx Overnight® - FedEx Ground® (during the cold - in the tri-state area) All shipping methods are not available for all delivery locations. You will see your available shipping methods after you enter the shipping zip code in the checkout page.
What about shipping pricing?
The price is calculated based on the weight of the package and your delivery address within the United States. We pass on to you our volume discount in order to keep the shipping fees as low as possible. To preserve the exquisite quality of our chocolate, our shipping methods require temperature controlled packaging to certain states and during certain period of the year throughout the US. Please see "warm weather shipping" for further details.
We guaranty that our products leave our facility in good condition. If upon receipt of the products it has been damaged in transit, please notify us immediately. You may also choose to refuse to sign and the product will be returned to us automatically.
Do you deliver PO boxes?
Fedex does not deliver to PO boxes, so we are unable to provide shipping to boxes.
Do you deliver to Puerto Rico?
Unfortunately we do not deliver to Puerto Rico.
How do you make sure that the chocolate sent is always fresh?
Products are shipped from France under contemnors and the implanted wrapping guarantee the freshness of our chocolates. Moreover, we don't ship on weekends because we don't want the products to stay in a transporter warehouse.
How do you make sure that products arrive always on time especially during special holidays (e.g. Valentine's Day)?
Most of our shipments are shipped via 2-day FedEx shipping, but please pay attention to special notes on our homepage for shipping around holidays. Please note that we do not ship on weekends.
Can you ship during warm / cold weather?
Yes, we do. Due to high temperatures during certain times of the year and year-round in certain states, we pack our products in insulated packaging in order to preserve the chocolate and keep its flavors intact. There is an extra cost of $4.00 for temperature controlled packaging. This extra cost is optional except in states where the temperature requires this temperature controlled packaging as well as during the summer months (May to September) throughout the entire US.
Can I place an order to be shipped outside the U.S?
At this time we are only able to ship our chocolates within the 50 US states.
Do you offer same-day shipping?
Unfortunately we can not do same-day delivery.
Packages are normally delivered Tuesday through Friday (excluding holidays).
FedEx Ground to Business Addresses
Packages are normally delivered Tuesday through Friday (excluding holidays).
FedEx Ground to Residential Addresses
The FedEx Ground Residential delivery schedule depends on the delivery address. To many, but not all residential addresses, FedEx Ground delivers Tuesday through Friday (holidays excluded).
** We ship with only the most reliable carriers. Once the package has left our warehouse, Valrhona cannot be held accountable for lost, stolen or mis-delivered packages. Valrhona is happy to assist with relevant information such as ship dates and tracking, but is not responsible for packages once they have left the warehouse. We want you to have the best possible experience with our company, so please contact us at firstname.lastname@example.org so we can help.
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