Delivery & Shipping Guidelines
Delivery and Shipping Guidelines
General Information:
We offer a variety of Shipping Options depending on the order amount and preferred delivery date. There is no Monday, Saturday, nor Sunday delivery. Next-Day Delivery Service for Tuesday is not guaranteed delivery. Free Standard Shipping, should an order qualify for it, is only available for preferred delivery dates that fall on a Wednesday, Thursday, or Friday. ROYCE’ Confect USA is not responsible for delivery delays caused by severe weather conditions and carrier delays.
We only ship within the mainland continental United States. We do not ship to states outside the mainland continental US such as Alaska and Hawaii, special US territories such as Puerto Rico, PO Boxes, and APO/FPO addresses. We do not ship to Canada, Mexico, and other international destinations and countries outside the mainland continental US.
Shipment Delay Exceptions:
Expect shipping carrier delays and exceptions up to 2-4 business days due to an increased demand for online orders.
Local restrictions (where applicable) in certain parts of the country may cause unavoidable delays in Processing, Shipping, and Delivery of Online Orders. This is in addition to the unexpected shipment delays brought about by severe weather conditions. For undeliverable packages or shipment delays, kindly contact PeriShip, a third-party logistics company, directly for order tracking. PeriShip’s toll-free phone line is 1-866-928-6428. Please have your FedEx tracking number ready when calling PeriShip.
We sincerely apologize for the inconvenience and we thank you for your kind understanding.
Order Confirmation & Delivery Information:
You should receive an Order Confirmation by email with an order number soon after you have chosen your preferred delivery date and your order has been completed. Additional emails with a FedEx tracking number and link will be sent to you as we begin processing your order. Online Orders are fulfilled 1-2 days closer to a customer’s chosen preferred delivery date.
You should also receive another email once your order has been delivered.
Kindly check your email’s Spam folder if you do not see these emails on your Main Inbox.
ROYCE’ Confect USA is not responsible for undeliverable packages and for orders returned to us or misdelivered to another place or area due to invalid or wrong addresses or non-compliance to our delivery and shipping guidelines.
Order Edits & Changes After Submission:
We cannot adjust and/or edit any orders after completing the order online and payment has been processed. If you require changes or have additional concerns to be addressed, please email our Customer Care team at orders@roycechocolate.com within 24 hours of completing the online order for further assistance.
ROYCE’ Confect USA is not responsible for FedEx delivery timing, on-site drop-offs, and adjustments after packages for Online Orders leave our fulfillment facilities and are handed over to FedEx for shipping. We work with PeriShip for FedEx-related concerns. PeriShip’s toll-free phone line is 1-866-928-6428. You need to contact PeriShip directly for order tracking. Please have your FedEx tracking number ready when calling PeriShip.
Shipping Information:
Shipping Options include Shipping Fees priced at $29.99 and $39.99 for Online Orders processed through our website, roycechocolate.com. Free Standard Shipping is also offered for preferred Delivery Dates that fall on a Wednesday, Thursday, and/or Friday with a minimum order amount. Shipping Fees and Delivery Dates are subject to change depending on online promotions.
After shipments leave ROYCE' Chocolate's fulfillment facility and are in possession of FedEx, ROYCE' Chocolate is not liable for FedEx delivery timing. Customers can track their order's transit status at FedEx Tracking.
Product Shelf Life:
All Nama Chocolates, Potatochip Chocolates, and Petite Truffes are best consumed within 30 days once the package is delivered and received. Nama Chocolates and Petite Truffes must be kept in refrigeration storage at all times. Potatochip Chocolates require room temperature storage only.
Select Nama Chocolate flavors have exterior packaging without plastic covering or wrapping. We are transitioning into more sustainable packaging by utilizing less plastic on our products.
Meanwhile, selections such as Gift Sets, Chocolate Bars, Chocolate Wafers, Pure Chocolates, Potechi Crunch Chocolates, Baton Cookies, Marshmallow Chocolates, Cranberry Chocolate, Macadamia Chocolate, Coffee Beans Chocolate, Petit Kurumaro Chocolat, Matcha Chocolate, Tea Chocolat “Hojicha & Matcha”, Matcha Almond Chocolate, and other confections that require room temperature are best consumed within 90 days once the package is delivered and received.
Dry Ice Information:
All Online Orders are shipped in insulated packaging with dry ice. Please be advised that in certain situations the dry ice may have completely sublimated by the time the package has been delivered. This is part of the dry ice’s function to ensure that the confections are in excellent condition while in-transit.
For extra precaution, all packages include a Dry Ice card containing care and handling instructions.
Warm Weather Concerns:
Our Online Orders are shipped in insulated packaging with dry ice year-round. We will do our best to maintain the quality of our confections upon delivery during warm weather months.
Complimentary Shipping:
ROYCE’ Confect USA offers Free Standard Shipping occasionally when an order meets a minimum amount (specific amount subject to change depending on online promotions) on a single-address-per-order basis. Exclusion applies to some seasonal promotions for complimentary gifts.
Delivery:
When your order is further processed and fulfilled, you will receive an automated email update that contains information and a FedEx tracking number and link. This email is sent out at around 8am ET on the day your order is further processed and fulfilled by our fulfillment facilities.
In the event of last-minute address changes, please call the toll-free line of our FedEx third-party logistics partner PeriShip at 1-866-928-6428. Kindly have your FedEx tracking number ready when calling PeriShip. Please be advised that any last-minute address changes made through PeriShip would highly likely delay your package’s delivery day and time by at least 24 hours.
Delivery Attempts:
While our confections are shipped in insulated packaging and dry ice, we cannot be accountable for the condition and/or quality of orders that are delayed or not delivered on the first or subsequent attempt/s, or orders that have been rerouted after the package has left our fulfillment facilities and for shipping by FedEx.
Multiple Addresses:
Our Online Orders are single-address-per-order basis only. We currently do not offer shipping to multiple addresses on a single order. For Online Orders shipped to multiple addresses or recipients, please visit our Corporate Gifting Inquiry page and fill out the form to submit online. You may also send us a direct email to orders@roycechocolate.com.
Order Tracking:
Tracking links and details are sent via automated emails when an order has been further processed and fulfilled by our fulfillment facilities. Please be advised that these emails are sent out 1-2 days before your Online Order’s chosen preferred delivery date. These are separate from the Order Confirmation email you immediately receive after you have completed your order online and payment has been processed. Kindly check your Spam folder for these emails if you do not see them on your Main Inbox.
Shipping & Delivery Restrictions:
Shipping is only across the mainland continental United States. We do not ship to states outside the mainland continental US such as Alaska and Hawaii, special US territories such as Puerto Rico, PO Boxes, and APO/FPO addresses. We do not ship to Canada, Mexico, and other international destinations and countries outside the mainland continental US.
There is no Monday, Saturday, nor Sunday delivery. Next-Day Delivery Service for Tuesday is not guaranteed delivery.
Refund Policy:
All sales are final. No returns, refunds, nor exchanges are allowed unless stated otherwise by ROYCE' Confect USA.
Kindly send an email to orders@roycechocolate.com for any issues about your order within 7 days of receiving it. Please submit via email supporting documentation with a written detailed report and photo/s of the confections.
ROYCE' Confect USA is not responsible for undeliverable packages, deliveries of orders that are lost or misdelivered, and/or orders returned to us due to invalid/incorrect addresses and/or non-compliance to our Delivery & Shipping Guidelines.
Package Protection Feature:
Due to the increasing cases of unforeseen carrier delays and undeliverable or lost packages, we have partnered with Route to ensure that your package arrives to you safely. This additional fee covers Route’s Package Protection Feature which adds protection to your package in the event that it is undelivered, lost, damaged, or stolen. If your item has shipped, Route is protecting your package that is currently in-transit.
If your package is undelivered, lost, damaged, or stolen, Route will assist you in the next steps to take. Please visit shoppers.help.route.com for more information.
Customer Care:
Our Customer Care team is available Monday to Friday, 9am to 5pm ET. We are closed on major US holidays. You have the option to use our website’s Live Chat feature to send a message; or send us a direct email at orders@roycechocolate.com. Please provide your email address and have your Order Number ready if applicable.
