You've got questions, we've got answers!
What's your Order Cancellation Policy?
Your order may be cancelled up until the point that the shipping label has been printed. Once the shipping label has been created, we are unable to cancel your order. Please be sure to contact our customer service team right away if you need to cancel your order.
Can I modify an order after it has been placed?
You can modify an order up to the point that the shipping label has been printed. Please be aware that modifying a shipment can result in delayed shipping or added shipping costs.
Can I change the shipping address after an order has been placed?
If you need to change your address after an order has been placed, please contact our customer service department immediately. If the order has already shipped, we can reach out to the carrier for you to request an address change but you will be responsible for any additional charges.
How do you protect temperature sensitive products during shipping?
To ensure your products arrive as expected, we encourage you to add our "Protective Cold Packaging Add-on'' to your cart when purchasing temperature sensitive products. If you add our Protective Cold Packaging Add-on to your order, Stover & Company will guarantee that your products arrive as expected. If you do not add the cold packaging option we are unable to guarantee or replace melted chocolate. We currently only ship frozen products to approved accounts. Please contact our customer service department for additional information.
**Be sure to add the "Protective Cold-Packaging Add-on" to your cart prior to checking out!**
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.
How do pre-orders work?
Pre-orders are a convenient way for customers to order new products ahead of their release dates. We open pre-orders for new items during the pre-production process to allow customers the ability to secure an item in advance and allow time for our team to meet demand. Estimated shipping dates for pre-order items are listed on the product page at the time of purchase but please note this date is subject to change.
* Please note that any in-stock items in your order will ship first. Please keep an eye out for second shipping email with tracking information once your pre-order items have shipped.
When will my order ship?
Orders will ship within 1-3* 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 when your order will arrive at your place of business or home. Residential delivery is usually between 10:00am and 8:00pm while business delivery is between 10:00am and 5:00pm. Please contact your shipping carrier for more detailed information.
My order arrived damaged:
While it's not ideal, we understand that orders sometimes get damaged in shipping. If your order arrives damaged to the point that the products are unable to be used, please contact our customer service department right away. We will ask you to provide photos of the damaged packaging and we will reship your order. You do not have to worry about filing a claim with the carrier - we handle all of that for you.
My order says delivered, but I have not received it:
If your order has been marked as delivered and you did not receive your package please contact our customer support department for further support. We have a couple tools we can use to verify that the order was indeed shipped to the address provided. From there we will take the necessary steps to locate your package with the carrier.
I'm missing items / received incorrect items in my order:
If you happen to receive your order and it is either incorrect or missing items please call our customer service department right away.
Wrong Items Sent: We may request photos and require you to send back the incorrect products but will ship out the correct products right away.
Missing Items: If you are missing products we will verify the weight with FedEx (they weigh each package) to determine and verify that the weight is short that amount. If the weight matches what should be in the order we will work with you 1:1 to come to a solution.
Can I return perishable/food products?
We take supply chain ownership very seriously but understand that mistakes can happen. If you would like to return a food/perishable item please contact our customer service department within 48 hours of delivery. The product must be unopened and show no signs of tampering. Please note that all return fees will be the customers responsibility.
**We cannot accept returns for any frozen products.**
Can I return non-perishable/non-food products?
We take supply chain ownership very seriously but understand that mistakes can happen. If you would like to return a non-perishable/non-food item please contact our customer service department. The product must be unopened and show no signs of tampering. Non-Food items can be returned up to 15 days after delivery. Please note that all return fees will be the customers responsibility.
Can I use a credit card?
We accept all major credit cards including MasterCard, Visa, Discover and American Express through our secure PCI Compliant website.
Do you offer PayPal check out & Paypal Credit?
You can opt to use PayPal or PayPal Credit for payment during checkout.
How about digital wallets?
We also offer our customers the ability to pay via Apple or Amazon during checkout.
Checks or Wire-ACH Payments?
We accept Checks and ACH-Wire Transfers.
Please make Checks Payable to:
Stover & Company
PO BOX 188
Cheswick, PA 15024
**Please keep in mind we will hold all orders placed via checks until the check clears unless we have an established business relationship.**