FAQs

Can I cancel my order?
Please contact customer service right away if you’d like to cancel your order so we can do our best to assist you before the order has been processed. Please note, there is a very short window in which an order may be canceled. Once a shipping label has been created, we're unable to cancel your order.

Can I modify an order after it has been placed?
Please contact customer service right away if you’d like to modify your order so we can do our best to assist you before the order has been processed. Please note that once a shipping label has been created, we’re unable to modify or cancel your order. Modifying an order can result in delayed shipping &/or additional shipping costs.

Can I change the shipping address after an order has been placed?
If you need to change your shipping address after an order has been placed, please contact customer service immediately. If your order has already shipped, we can reach out to the carrier for you to request an address change. Please note you will be responsible for any additional charges.

How do you protect temperature sensitive products during shipping?
We always encourage you to add our Protective Cold Packaging Add-on* to your cart when purchasing temperature sensitive products, (especially during periods of high temperatures) for an extra layer of protection. Cold Packaging costs are calculated based on the weight of the product & includes an insulated liner & the ice packs.

*You will be prompted to opt in or opt out of Protective Cold-Packaging Add-on prior to checking out!*

Please note that Stover & Company cannot guarantee that your order will not melt in transit with or without the purchase of cold packaging.

We currently only ship frozen products to approved wholesale accounts. Please contact customer service for additional information.

When will the product I need be restocked?
We do not have a brick & mortar storefront, just an online store. That said, we do offer FREE customer pickups at our Pittsburgh area warehouse for orders over $100.

Do you have a storefront I can shop in person?
Our team works hard to keep up with demand & prevent sellouts, but sometimes it can take us a little while to recover from times of high demand, especially during busy seasons. While we are unable to provide an exact reestock date for any product, we always recommend that you sign up for a restock notification on the product page, that way we can notify you via email as soon as your product is back in stock! 

Check out our blog for more information. 

Do your products & brands vary?
We do our best to keep your favorite products in stock at all times, which sometimes requires us to source them from various vendors. In today's ever changing market, please note that there may be times when we may need to substitute the brand name of a product from what is pictured on our website in order to fulfill your order. Please contact our customer service team if you have any questions regarding current stock.  

When will my order ship?
Orders will ship within 1-4* business days of the purchase date unless otherwise stated.  All orders placed with Express Shipping before 12:00pm EST will ship the same business day. Any orders placed with Express Shipping after 12:00pm EST will ship the following business day. If you need an order rushed, please contact our customer service department right away so we can work to find the best solution.

*Please note that higher order volumes create longer processing times. Processing time may vary during the holiday season. Need your order in a hurry? We recommend selecting EXPRESS shipping during checkout. 

When will my order arrive?
We are unable to determine the exact time your order will arrive at your home or business. Residential deliveries typically occur between 10:00am & 8:00pm, while business deliveries are made between 10:00am to 5:00pm. For the most accurate tracking updates, please contact the shipping carrier directly. 

Do you offer free shipping?
In effort of keeping our price points affordable, we are unable to provide free or discounted shipping. Shipping costs are determined by the carrier that you select at checkout & are calculated based on shipping distance, speed & package weight. We recommend that you add your desired items to your shopping cart along with your shipping address to calculate your exact shipping costs. 

PRO TIP: Keeping your order under 50 lbs should help reduce the cost of shipping.

Do you ship internationally?
We ship all over the world from our HQ in Pittsburgh, PA, USA but please note international shipping can be expensive. We suggest putting your desired items in your cart & adding your shipping address to calculate your exact shipping costs! Keeping your order under 50 lbs should help with the shipping costs. 

I'm local, can I pick up my order?
We offer FREE customer pickups at our Pittsburgh, PA area warehouse (1101 Russellton Rd. Pittsburgh, PA 15024) for orders over $100. Simply select "customer pickup" as your shipping option during checkout & wait for the email notification that your order is ready! Upon arriving at our facility, please pull all the way behind our building & call 724.274.6314 to notify our team that you have arrived for customer pick up! 

My order arrived damaged:
We work hard to prevent this, but sometimes orders can get damaged in transit. If your order arrives damaged to the point that the products cannot be used, please contact customer service right away. We will ask you to provide photos of the damaged packaging so we can review the issue & provide a resolution.

Please note, if your chocolate or compound arrives a little soft, stuck together or fully melted (which is common during hot months), they are still completely safe to use & will perform just as intended once remelted. We do not consider this to be damaged & cannot refund for product that melts in transit. Learn more!

My order says delivered, but I have not received it:
If your tracking indicates that your order has been delivered but you did not receive your package, please contact customer service with your order number so we can verify your shipping address & work with the carrier to locate your package.  

I'm missing items / received incorrect items in my order:
If your order arrives with missing items or incorrect products, please contact customer service right away.

     Wrong Items Sent: We may request photos & ask you to return the incorrect products. Once reviewed, we will ship the correct items to you right away.

     Missing Items: If items are missing, we will verify the weight of your package with the carrier. If the weight confirms a shortage, we will replace or refund the missing products.

Can I return perishable/food products?
Food & perishables are not eligible for return due to food safety regulations. If you believe there was an issue with your order, please contact customer service within 48 hours of delivery so we can review your concern.

Wholesale & distribution customers may qualify for returns on a case-by-case basis. All products must be unopened & show no signs of tampering. Return fees are the customer’s responsibility. We cannot accept returns for any frozen products.

Can I return non-perishable/non-food products?
If you would like to return a non-perishable or non-food item, please contact customer service. Non-food items can be returned up to 15 days after delivery. All products must be unopened & show no signs of tampering. Return fees are the customer’s responsibility.

Can I use a credit card?
We accept all major credit cards including MasterCard, Visa, Discover & American Express through our secure PCI compliant website. We also offer payment processing through PayPal & Apple Pay. 

Can I pay by check or ACH?
We accept checks & ACH wire transfers for wholesale, distribution & customer pickup orders only. 

Please make checks payable to:
Stover & Company
PO BOX 188
Cheswick, PA 15024

**Please note orders paid via check may be held unti the check has cleared. 

Do you have any coupon codes?
While we would love to offer discounts to our customers, our pricing structure is based off B2B pricing, which means our products are priced lower than most direct to consumer companies. Because of this pricing structure, we are unable to offer any further discounts on our products at this time.