The Fames Chocolates No Melt Guarantee
We guarantee your chocolates arrive in good condition. If a warm-weather order melts in transit, contact us and we'll make it right.
Three generations of the Frankel family have been making chocolate by hand in Brooklyn, and a hot week in July shouldn't be the reason a gift shows up in bad shape.
The guarantee applies when the shipping address on the order was complete and correct. A package sent to the wrong place, or delayed because address details were missing, falls outside what insulated packaging can fix.
How Warm-Weather Orders Are Packed
During warm weather, every order ships with insulated packaging and ice packs. You don't need to request it or add anything at checkout.
The exact materials and ice quantity vary with the weather, destination, order size, and shipping method. We also try to time shipments so your package isn't left in transit over the weekend. The goal is protection and timing that fit each shipment, not one setup for everything.
Insulation slows the heat down, and ice packs keep the box cooler along the way. Together they guard against hot trucks, warm sorting facilities, a slow final mile, and the stretch between delivery and someone bringing the box inside.
What to Do If Your Order Arrives Melted
Keep the box as it arrived and email [email protected] with your order number. That's all we need to look into what happened. Nothing gets shipped back, and there's no return package to prepare.
If the order was a gift, we get why that stings a little more. We'll work with you to sort it out.
How to Store Chocolate After Delivery
After delivery, keep the box at cool room temperature and away from direct sunlight. Skip the windowsill, the spot beside a stove or heater, and a parked car. A hot kitchen or sunny counter can undo the protection that got the chocolate there safely.
The chocolates can sit out before serving as long as the room stays cool. A cupboard or counter away from appliances usually works well, and refrigeration isn't normally necessary for short-term storage.
