Ordering Your Chocolates, Sending Gourmet Chocolates Gifts - FAQs

	This page describes the most frequent questions we receive. If your question is not answered here, please send us an e-mail or call us at 1-888-73-SWEET, and one of our friendly customer service representatives will be happy to assist you. Ordering Your Chocolates Sending Chocolates as Gifts Purchasing Chocolates for Business Protecting Your Chocolates Shipping Your Chocolates Storing Your Chocolates Protecting Your Privacy General Questions Technical Questions Ordering Your Chocolates Will you take orders over the phone or via fax? The most convenient, accurate, and secure way to order is through our Internet site. However, you may also fax your order anytime. Simply follow the ordering process on our Web site, print out the Shopping Cart page displaying the products you wish to order, billing and shipping addresses (if different), and credit card information, and fax it to us anytime at 1-425-642-8173. You may also speak with our customer service specialists at 1-888-73-SWEET (1-888-737-9338) between 9:00am and 5:00pm PST, Monday through Friday (excluding holidays). How do I send an order to more than one recipient? Select the items you want to purchase in your shopping cart and click through to checkout. There will be an option box asking if you would like to send to multiple recipients. Select that box and follow the on-screen instructions. What happens if I'm going out of town? Please select a delayed delivery date during the checkout process so that your chocolates arrive after you return. We will keep your shipment safely in our temperature controlled warehouse until your specified delivery date. Do you collect sales tax? In Washington State where Harmony Sweets is based, sales tax is only applicable to non-food items that are purchased by people who live in Washington. How can I receive an invoice? Please be sure to print the final screen that appears on your monitor at the conclusion of the order process. This is your invoice. Your printer must be set to "landscape mode" to print the entire width of the page. How do I cancel an order that has been submitted, yet not shipped? A written order cancellation request must be received by Harmony Sweets before 5:00am PST on the scheduled ship day. Please email the request to sales@harmonysweets.com or fax to 1-425-642-8173. Top Sending Chocolates as Gifts Is gift wrapping available? You may select one of our elegant gift wraps during checkout. When gift wrapping is selected, your delicious chocolates are wrapped with a tasteful bow and Harmony Sweets custom imprinted tissue paper. A special gift card with your custom message is also included. Harmony Sweets makes every effort to deliver your selections cost effectively, efficiently, and with exemplary service. Every order is special to our customers and Harmony Sweets treats it as such. We make every effort to protect your delicate selections so they arrive in perfect condition for your immediate eating pleasure! My order won't be delivered in time. What do I do? Relax. The staff at Harmony Sweets are here to help you. During the checkout process, you will be presented with an option to schedule a Concierge Service call. One of our friendly representatives will call your recipient and let them know your special gift is on the way. Top Purchasing Chocolates for Business I'm planning a large corporate meeting. Can you help? Absolutely! Please call us at 1-888-73-SWEET and a friendly Personal Account Manager will assist you. Please refer to our Business Gift Center for additional information. I would like to place a large order. What's the easiest way to do this? Harmony Sweets offers several methods of submitting large orders, including our secure web site, automated telephone ordering system, secure fax, friendly Personal Account Managers, or an Excel spreadsheet. Please refer to our Business Gift Center for additional information. Will you include my marketing collateral with chocolate orders to my customers? Absolutely! Simply send us your marketing collateral and we will include it with your shipment free of charge. There is no minimum order to purchase to take advantage of this free service. Please refer to our Business Gift Center for additional information. Top Protecting Your Chocolates What is Warm Weather Packaging? Warm Weather Packaging consists of a specially designed insulated carton that has been extensively tested and proven to protect your chocolate when exposed to extreme temperatures while in-transit. Our exclusive Harmony Ship^TMDelivery Solution will protect your order for up to 4 days. There is an additional charge for Warm Weather Packaging. This packaging consists of a special thermal box and gel packs to keep your chocolate cool. You may indicate your preference for Warm Weather Packaging during checkout. Can I place orders during the warm summer season? Of course! Our specially designed shipping carton protects your order year- round. How do you protect my chocolates from melting or freezing during delivery? We use a specially designed insulated carton that has been extensively tested and proven to protect your chocolate when exposed to extreme temperatures while in-transit. The combination of carton and frozen gel (or heated gel during the winter) will protect your order for up to 4 days. Please open your order as soon as you receive it. Top Shipping Your Chocolates How much are your shipping charges? Our economical shipping charges are based on the total package weight and destination. Our state-of-the-art web site is integrated directly with the United States Postal Service to provide you with the best rates possible for your delivery address. Select Priority or Express shipping options to ensure your favorite selections arrive within 1 to 3 days! Please refer to Harmony Ship^TMDelivery Solutions for details. When will you ship my order? Unless you specify a delayed delivery date, orders received before 5:00pm PST are shipped the next day Monday through Friday (Monday through Wednesday during warm weather months). Orders received after 5:00pm PST are shipped the following shipping day. However, you have the option to select a different delivery date in your shopping cart. Please refer to Shipping for more detailed information. When will my order be delivered? Delivery date is influenced by when we receive your order and the shipping method selected. Please refer to the tables on the Shipping page to determine delivery days. Which shipping carriers do you work with? Harmony Sweets has partnered with the United States Postal Service (USPS), which offers our customers the highest level of service for the most economical prices. Please refer to Shipping for more information. Where are your products shipped from? All of our products are stored and shipped from our temperature controlled warehouse in Covington, Washington. Do you ship to Military Addresses? Of course! Harmony Sweets ships to APO/FPO addresses through the United States Postal System. Please call us at 1-888-73-SWEET to place your order. Please be aware of the following limitations: Since we will be unable to determine how the USPS will route shipments or how long they will be in transit, Harmony Sweets can not be responsible for heat damage during transit. Also, Harmony Sweets is unable to track packages shipped via USPS to APO/FPO addresses. Where will you ship your products? Harmony Sweets ships our delicious confections within the United States and Canada (Canadians must call 1-888-73-SWEET to place their order). Our exclusive Harmony Ship^TMDelivery Solution will protect your order for up to 4 days. International shipping is not available. Do I have to be there when the shipment arrives? Someone must be available to accept delivery. This is because chocolate left outside your home or office all day may be damaged by weather that is too hot, cold, rainy, or humid. Harmony Sweets is not responsible for stolen or damaged shipments if you (or the gift recipient) are not present at time of delivery and damage occurs as a result of the delay in claiming your package. Also, Harmony Sweets can not be responsible for heat damage if you instruct us to ship ASAP without Warm Weather Packaging. What days do you ship your products? Harmony Sweets ships products Monday through Friday (Monday through Wednesday during warm weather months). In the event of warm weather anywhere along the transportation route, shipping on Thursday and Friday may be limited depending on whether overnight shipping is selected, weather conditions, or holiday weekends that may delay your shipment. We may vary from this schedule and ship over the weekend if weather conditions permit. Harmony Sweets reserves the right to delay shipping one or two days if the risk of damage to your delicate chocolates is too high. Top Storing Your Chocolates How should I store my chocolates? The ideal temperature range for holding your chocolates is 60-70 degrees Fahrenheit with low (50-60%) relative humidity. Do not refrigerate! Because chocolate easily absorbs flavors and odors from adjacent products, chocolate should be tightly wrapped first in foil and then in plastic. When stored under perfect conditions, unsweetened and dark chocolate will last for 10 years; milk and white chocolate for 7-8 months. Top Protecting Your Privacy Do you resell my personal information? We will never sell, rent or trade your personal information to anyone. For additional information, please refer to Privacy & Security. Top General Questions Where are your products made? Harmony Sweets carries confections imported from many different countries. We feature selections from Australia, Belgium, France, Germany, Italy, Ireland, Netherlands, Portugal, Russia, Spain, Switzerland, and the United Kingdom. My chocolates arrived looking discolored and slightly gray. Is there a problem? When chocolate turns gray, one of two things most likely occurred: sugar bloom or fat bloom. Sugar bloom is due to moisture on the candy surface that causes sugar in the chocolate to dissolve. After the moisture evaporates, sugar crystals remain on the surface. Most often caused by overly humid storage, it can also happen when chocolate has been stored at a relatively cool temperature and is then moved quickly into a much warmer surrounding. The candy starts to "sweat" yielding surface moisture. Fat bloom is similar to sugar bloom, except it is fat or cocoa butter that is separating from the chocolate and depositing itself on the candy surface. Common causes are warm storage and/or quick temperature changes. Although chocolates with a grayish outer appearance might appear less appetizing, they are perfectly fine to eat. Are your chocolates Kosher? Our Allegro products from Israel are certified Kosher. When manufacturers update their information regarding Kosher status, we will note it by the product. What if I have an allergy to nuts? We do not personally oversee the making of the products that we distribute and therefore cannot guarantee that they do not come in contact with nuts or nut oils. Do you accept returns? Harmony Sweets takes pride in every confection we ship to you and each item is carefully inspected before leaving our warehouse. If for any reason you are not completely satisfied with your order, please contact us toll free at 1-888-73-SWEET (1-888-737-9338) and we will provide you with return instructions. You may choose to either replace your items or have your money refunded. You will be required to return the package in order for an exchange or refund to be processed. Top Technical Questions My shopping cart is empty even after I add an item. Why? Harmony Sweets uses a "cookie" to create your shopping cart. It may be that your browser isn't set up to accept cookies. You need to be using Netscape 3.0 (or higher) or Internet Explorer 3.0 (or higher) to shop on our site. If your browser asks you whether or not to accept a cookie from the Harmony Sweets site, you will still need to answer "yes" in order for it to work. If you are using one of these browsers or a more recent version and it has not asked you about cookies or you answered yes and it still did not work, then try re-entering the web site at this URL: http://www.harmonysweets.com. Occasionally, a cookie doesn't get delivered properly the first time. Finally, if nothing else has worked, go to the browser's Help (upper left-hand corner), select Search or Index, and type in "cookie". It should instruct you how to properly set up your browser to accept cookies. When I click Continue in the Shopping Cart, nothing happens. Why? There could be a number of reasons why this is happening: You need to be using Netscape 3.0 (or higher) or Internet Explorer 3.0 (or higher) to shop on our site. If your browser asks you whether or not to accept a cookie from the Harmony Sweets site, you will still need to answer "yes" in order for it to work. Pop-ups may be disabled in your browser. When there is missing information, a popup will appear explaining where additional information is needed. To enable pop-ups, please review your browser documentation. I put in all my order information, but when I click Continue, it takes me back to the Home page. Why? The Harmony Sweets site is built with security to protect your privacy and credit card information. If it detects no activity for several minutes, it will automatically return to the Home Page. To continue with your order, log in to your account, and all the information that you previously entered will be available. You can then continue the ordering process from where you left off. When I print my invoice all the costs along the right edge are cut off. How can I print the entire invoice? Before printing your invoice, be sure that your printer is set to "landscape mode". Why can't I view the graphics and links in the Villa Market? If you are unable to view the graphics or links in the Villa Market, this may be due to the security software settings on your computer. Both Amazon and some of our other affiliates have determined that Norton Internet Security and Firewall software settings may sometimes prevent graphics and links to their sites from displaying as normal. This is because the software may incorrectly classify some of the links as advertising content and blocks them from the browser. To change the software settings, visit the options for Norton Internet Security on your computer and turn off "Ad Blocking". This setting should not impact your security. For additional information about manually configuring the Norton Ad Blocking feature, go to Symantec's web site and review their instructions. For additional assistance, please contact Symantec at 1-877-832-2811. Top