FAQ

(Frequently Asked Questions)

 

Product Information

How should I care for my chocolates? . . .

To keep the product tasting fresh and delicious, it is best to keep it in its original packaging, or in an airtight container. We do not recommend putting our chocolates in the refrigerator, however if that is your only option to keep it cool, then you may do so. If refrigerated, condensation may occur and cause bloom, but the chocolate is still edible. They will taste best if you let them warm up to room temperature before indulging.
It is essential to store chocolate in a cool, dry place and away from strong odors. Optimally, chocolate should be stored at between 61 and 64°F (16-18°C), although in low humidity areas, you may be OK with temperatures up to 75°F. Any temperatures above 75°F put the integrity of the product at risk.

How long will my chocolates last? . . .

We have to be honest and let you know that once you bite into a piece of Sweet Signatures chocolate, you’ll probably be wishing you ordered a second box because they won’t last very long!
In order to offer a product rich in flavor with quality ingredients, we do not add any artificial preservatives. We produce in small batches and make everything to order so they are as fresh as possible. Our products are not made to sit around on the shelves of a retail store like many others which is why we take great pride in the value we offer. The shelf life depends on storage conditions and will vary among product categories, however, when stored properly, baked goods are best within the first couple days of receipt and the chocolates and chocolate covered products are best within the first 10 days of receipt.

My chocolate has a slightly gray coating on it. Is something wrong? . . .

It is not uncommon for a box of chocolate confections to be opened and the chocolate is no longer shiny. Instead, it looks as if the chocolate has spoiled and is covered with white or light brown colored splotches. While it may look as if the chocolate has spoiled, the chocolate is in fact edible and equally tasty. It’s just not as pleasing to the eye. You may see this happen if you choose to put your chocolates in the refrigerator due to the change in moisture. For a more detailed explanation, please contact us.

Our Allergy Warning . . .

All of our products may either contain or have traces of dairy or milk products, nuts or gluten. We use vinyl gloves to avoid any issues with latex allergies. Any person with allergies impacted by any of these should be cautious in consuming any of our products. We recommend contacting us immediately after placing your order so we can make appropriate notes on your order as well.

My Account

Is it required that I set up an account to purchase your products? . . .

Yes, it is required that you register an account with us to make a purchase online.If you do not wish to share such infomration over the web, please feel free to give us a call so we can place your order over the phone (703-376-3895) We offer this as a mandatory service to make your shopping experiences simpler and easier to manage, and to help us better care for you as a valued Sweet Signatures customer.

How do I create an account? . . .

Simply place an order for one of our products.

During checkout, choose to add a password to your personal details.

After submitting your order, you’ll be able to log in and view your details.

Later you can log in by clicking on “My Account” at the top right of each page to jump to your account information. Your username is your email address, and your password is the one you set during checkout. Your information is NEVER sold or shared with any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information? . . .

Click the “My Account” link at the top right corner of our store site. You will se a table that says "Personal Information" with a list of changes you can make to your account reccord. Click on the corresponding button to make your desired changes.

I forgot my password. . . .

Click the “Login” link in the top right corner of our store site or in the footer using the link labeled "Sign In / Register." Under the login box you’ll see a link that says “Forgot your password?”. Fill out your email address and click the ‘Reset Password’ button. That will send an email to you with further instructions on how to reset your password.

 

Ordering Information

Do you have a printed catalog? . . .

At this time, we do not offer a printed catalog. However, we update our website regularly so feel free to visit us often to learn about our new specials. You will also see a larger sampling of product photos on our social media pages. Most products on our website are packaged for shipping purposes, however if you’re local and would like to order random quantities of varying products for a special occasion, we’re happy to take your order over the phone (703-376-3895) or start the conversation via email.

How do I find my product? . . .

To find the product(s) you’re looking for, you may (1) use the navigation menus on the top of our store page top, and to the left & bottom of our website, or (2) type a keyword into the SEARCH box on our store site. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I change quantities or cancel an item in my order? . . .

Click the “My Account” link at the top of our store website, then click on "Change quantities / cancel orders" Here you will find a list of your orders and the options to canel those that haven't been shipped or fulfilled. Please note that once an order has begun processing or has shipped, the order can no longer be changed.

Coupons & Discounts . . .

How to use them: After adding items to your cart, click the “View Cart” link at the top of our store site to view your cart. At the bottom of the shopping cart you’ll see a box where you may enter your coupon or discount code.

Additional Details for Coupons & Discounts:
Coupon Code: SIGNINGBONUS16 – New customers can save 10% off on their first purchase! One use per customer. Cannot be combined with any other offers. Does not apply to tax or shipping.

 

Pricing & Billing

What forms of payment do you accept? . . .

We accept VISA, MasterCard, American Express and Discover.

How are we able to offer most of you NO sales tax? . . .

Sweet Signatures, LLC is located in Virginia, so the only customers required to pay sales tax are those with a billing address in Virginia. On a $200 order this can save you $10 to $15, or more. When comparing prices, make sure to take sales tax and shipping into consideration.

I need a copy of my receipt/invoice. . . .

Click the “My Account” link in the top right corner of our store website, then click on "Print invoices." You will see a list of your orders. Click on the order you would like an invoice for, then use the print function in your browser to print the page.

I have a question regarding my charges. . . .

Click the “My Account” link in the top right corner of our store website, then click on "Review orders / track packages." You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service.

Shipping

How do I track my order? . . .

Click the “My Account” link at the top right our store site, and then click on "Review orders / track packages" to view your order history and order details. Your Order Status (Pending, Processing, Shipped, etc) is listed on this page. Click on the order number to see detailed Order Updates for each order.

How long does it take to process my order? . . .

All products are made fresh to order. We do our best to ship the same day or the next day depending on when your order is received. To ensure the quality and freshness of our products, during the warmer months we typically ship chocolates Monday through Wednesday nationwide (for delivery by Friday) so your chocolates arrive within 2-3 days of being shipped — During the cooler months, there’s more flexibility to ship Thursday through Saturday. If there’s a specific date you’d like us to ship your product or a date that you’d like the recipient to have it in his/her hands by, feel free to order in advance and offer detailed instructions in the Order Comments section during check out.

If you have an extremely time-sensitive order, please indicate this in your special instructions, notify us by email, or call us at 703-376-3895. Additional charges may apply.

You will receive a shipment confirmation with tracking information when your order has shipped.

What are my shipping options? . . .

We take great pride in making world class sweets from the highest quality ingredients. Due to the perishable nature of our products and hot weather during the months of June-September, we STRONGLY RECOMMEND that you use Overnight Shipping during these months. If you choose Priority Shipping during these months, you’re fully responsible for the condition the product arrives in. During the months of October-May, you have the option of selecting Priority Shipping (2-3 days) or Overnight Shipping. Please remember, shipping time starts when the product is shipped, not when the order is placed. If you’re using Overnight Shipping, we can ship orders Monday through Thursday, so if you place an order Friday-Sunday, it will get shipped on the following week. Sweet Signatures reserves the right to notify the customer and require overnight shipping if the recipient is experiencing warmer climates. If your order is urgent and needs immediate attention, please call us at 703-376-3895. Additional charges may apply.

What are your shipping costs? . . .

Here is a copy of our shipping cost table. As our products require special packaging, ice-packs and ocassionally extra wrapping or packing protection, we charge a flat rate based on the total cost of your cart, separate from tax. Click here to Open the Shipping Table.

Can I ship to a PO Box or APO/FPO address? . . .

Due to the nature of our products, at this time, we do not ship to PO Boxes or APO/FPO addresses.

What shipping carriers do you use? . . . We use USPS, UPS and Fed Ex depending on what’s most cost effective and best suited for your order. For customers with business accounts set up with these carriers, we can use your account number if preferred. A handling fee will still apply.

When will my order ship and what are my shipping charges? . . .

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Your order will ship as soon as possible unless otherwise requested.

What states and countries do you ship to? . . .

We currently only ship within the United States..

Has my order shipped? . . .

Click the “My Account” link at the top right our store site, and then click on the "Review orders / track packages" link to check your order’s status.

An item is missing from my shipment. What Next? . . .

Click the “My Account” link at the top right hand side of our store site, and then click on "Review orders / track packages" to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

My order never arrived. What Next? . . .

Click the “My Account” link at the top right hand side of our store site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

Undeliverable Package Policy . . .

We will not be responsible for packages that are returned as undeliverable. If a returned package needs to be re-shipped, a second shipping charge will apply. If the products have melted since the initial shipment from Sweet Signatures, a second product charge will also apply.

I received the wrong product. . . .

If you feel that you have received the wrong product, please contact customer service within 48 hours of receiving the product.

What is the return policy? . . .

Sweet Signatures makes every effort to ensure that your chocolate products are of the highest quality, are made fresh, and most importantly, make you smile! We want you to be completely satisfied with your purchase. If you are unsatisfied, for any reason, please contact us within 48 hours of receiving the delivery. Sweet Signatures, at its discretion, will determine the appropriate resolution.

If you have incorrectly ordered a product, you are responsible for returning the product to us and paying for shipment of the replacement product. We require that you contact us PRIOR to returning the product to receive a Return Merchandise number from us.

We will not be responsible for packages that are returned as undeliverable. If a returned package needs to be re-shipped, a second shipping charge will apply. If the products have melted since the initial shipment as a result of this error, a second product charge will also apply.

Do you use Environmentally-Friendly Packaging? . . .

We know every little bit counts. We use recyclable candy boxes, shipping boxes made from post-consumer materials, and recyclable packing material. Unfortunately, not everything is available to us in the form of recyclable materials, however, the goal is to constantly minimize waste where we can, reuse packing materials we recieve, and recycle when materials are beyond use. These steps to reduce waste not only positively impact the environment, but also help keep your shipping costs low!

 

Gifting

How do I buy/redeem a gift certificate? . . .

To purchase a gift certificate for someone, go to SHOP at the top of the page, then type ‘gift certificate’ in the search box in the top right hand corner of the screen. If you are the recipient of a gift certificate and would like to redeem your gift certificate, you can enter the gift certificate code during checkout or visit your My Account manager and click on “Apply gift certificate to my account.” Gift certificates are available for different values. They are valid for a year from the purchase date. Once you see Gift Certificates on your page, add it to the cart. From there, you will follow the steps to complete the process.

What should I do if I need my product to arrive on a particular day? . . .

In order to best ensure that the product arrives on the day of choice, we recommend you choose OVERNIGHT shipping. Please allow a few days for us to process your order, and keep in mind, the shipping days start once the product is SHIPPED, not when the order is placed.

Can I order in advance and have it shipped at a later date? . . .

Absolutely! We know it’s hard to keep up with everyone’s birthdays and special events throughout the year. This service offers you the convenience of being able to order your gifts while it’s fresh on your mind so you can cross it off your list. You can even order them all at once and we can ship them whenever you’d like. When checking out, please note the specifics in the “Order Comments” portion just before placing your order. Once your order is processed, we will contact you to confirm all the details. Refer to our MISCELLANEOUS section for other helpful tips.

I am sending chocolates as a gift. Is pricing information on the packing slip? . . .

No. Pricing is not included on the packing slip. It will only be on the invoice which is not included in the shipment.

 

Miscellaneous

How do I ship to multiple addresses? . . .

PHONE: We can process the entire order for you over the phone. To make it quick and easy for you, make sure you go through the website first to get an idea of what you’d like to order. Be sure to have a list of the mailing addresses and contact names available. We recommend you add these to your address book in “My Account” for future reference.

EMAIL: You can also email the information to orders@SweetSignatures.com before calling us. Then, we can complete the last few steps over the phone. If you’d like to add personalized messages in each box, have those in mind as well. You may even want to create a separate column on your spreadsheet with this information.

Is my shopping experience secure? . . .

Absolutely! We have made data security a priority. When a purchase is made, we use Secure Sockets Layer (SSL) technology to ensure that your information is encrypted. This means that no one else can read it while it is being transmitted over the Internet. SSL is regarded as the highest standard among encryption technologies. It is among the best software available today for secure commerce transactions. For more information, please visit our PRIVACY POLICY and TERMS OF USE.

Still have questions? Want to provide feedback? . . .

We’re always interested in learning how we can improve your Sweet Signatures experience. We encourage you to call us at 703-376-3895 or email us so we can answer your questions or note your feedback.