Frequently Asked Questions

How do I contact you?

You can contact us instantly by Live Chat in the bottom right corner, by calling us on 800-255-5506, or via the form on Contact Us. We are here to help in any way.

How do I get design help?

Not everyone is creative, nor have in-house design teams available. We understand!
We are pleased to offer a complimentary artist service to your chocolate project, who can do everything for you, from concept, layout right through to completed design. Simply contact us and we can design and create your next custom chocolate masterpiece, entirely for you, today! We can help. Contact the Art Team.

How many do I have to order?

For full customs items, you can order as low as 20 minimum in quantity.

Where is my Company Store?

To view your company store, use the search icon to open up the search field.

Type in your Unique Company number to release your Company products.

How do I find a product?

Use the SEARCH icon (Magnifier glass) at the top of the page.

Type in relevant search words such as “2032” “Thank you”, “cookie”, “wedding” , “Gift basket”or “90 piece”. The closest matching results will be displayed.

Creating a new online account with Totally Chocolate

When you purchase a product or create a custom design with us, you will need to create an account.
Simply click LOG IN on the top bar and complete the necessary fields.
Once your account is created and you are successfully logged in, you will see PROFILE at the top of the page.

From your account dashboard you can view recent orders, re-order your favorite productsmanage your shipping and billing addresses and edit your password and account details.
Need more help with your account? Please contact us on Live Chat or via 800-255-5506.

I’ve forgotten my password!

Don’t worry! Simply click LOGIN at the top of the page.
Click LOST YOUR PASSWORD, type in your email address and press SEND.

An email will be sent to the registered address with instructions of how to reset.

Need extra help? Contact us on Live Chat or by 800-255-5506.

What does custom mean?

Our short video will show you the possibilities.
1. Customize everything – Completely custom chocolate, completely custom packaging.
2. Logo on Chocolate – Simply choose your product, send us your logo/design and perhaps a few words.
3. Personalize the packaging – Choose a ready to ship product but change the packaging to suit. Quickest turnaround option!

Will I get a receipt for my online order?

After completing your online order an ‘Order Summary’ will show on your screen that reflects your order number and product details. PLEASE PRINT THIS PAGE FOR YOUR RECORDS as you will not be mailed a physical invoice. An electronic order confirmation will be sent via email. We ask that you provide an accurate e-mail address during checkout. Please check your spam folder if it’s not in your inbox.

How do I make a correction or cancel my online order?

If you notice an error or missing information after submitting your online order please contact us immediately and we will make every attempt to make the correction.

Products and quantities can not be modified on online orders once they have been submitted. If you need to make a change or cancel after submitting your online order please contact us immediately. If your stock order hasn’t shipped we will make every attempt to assist you.

How will I know if my order has shipped?

Once your order has been shipped you will receive an email notification with your tracking details.

Please ensure you provide an accurate e-mail address during checkout. Please add us to your list of preferred senders and check your spam folder if it’s not in your Inbox.

NOTE: Package tracking is not available until the package is picked up by the courier and entered into their tracking system.

Can I specify a ship or delivery date for my order?

Our online system is not set up to select exact shipping and delivery dates. If you need a gift to arrive on a specific date, please contact us directly at 800-255-5506 as we will need to take the order over the phone and provide you the required shipping method to meet your delivery date.

*Because temperatures vary across the country, we may choose not to ship over the weekend in order to ensure premium quality upon arrival.

**During our cooler shipping months (Oct – Dec only) customers ordering online are given the option to select the “future week” in which your order will ship. This option is available during checkout. Note: The ability to choose an exact Ship Day/Delivery Day is not available online.

*If you wish to place an order by phone, call 800-255-5506. Our experienced sales representatives will be happy to assist you between 8am – 5pm PST / 11am – 8pm EST. We look forward to working with you!

Do you offer any discounts on your items?

Yes we do. Follow us on Facebook, LinkedIn or sign up to be on our mailing list. We also offer quantity discounts on our fully custom projects.
Please contact one of our sales executives via 800-255-5506 or on live chat for more details.

Do you charge sales tax on orders?

At this time only the state of NJ regulates that a .06785% tax must be charged for their residents. This amount is calculated during checkout.

What methods of payment do you accept?

Totally Chocolate gladly accepts Visa, MasterCard, American Express, Discover and PayPal. You can safely enter your credit card number via our secure server online, which encrypts all submitted information. Custom orders can be placed with a 25% deposit and Net 30 terms for the remaining balance (pending credit approval). Please call for details.

If I’m cooking with your bulk chocolate do I have to temper it first?

All chocolate is tempered when it leaves our facility. If it is melted down for baking/cooking it will most likely break down the temper and will need to be tempered again.

What percentage of cacao is in your Belgian chocolate?

Our dark chocolate is a 60% cacao so it’s strong but not bitter, while our milk chocolate is a smooth 38%.

What’s the best way to store the chocolate after I receive my order?

We do not recommend refrigeration or freezing. Simply store the product at room temperature (63-68*F)- keep away from direct sunlight, heating units, and strong odors, as the chocolate will absorb the odors from other sources.

How long will the chocolate last?

Our pure Belgian chocolate has a shelf life of well over 1 year, while our chocolate items packaged with cookies or other inclusions have a shelf life of 3-6 months when stored correctly. We do not recommend refrigeration or freezing. Simply store the product at room temperature (63-68*F)- keep away from direct sunlight, heating units, and strong odors, as the chocolate will absorb the odors from other sources.

What type of chocolate do you use in your products?

We use only Belgian Chocolate in all our products. Custom orders may be ordered in milk or dark chocolate for the same price.

I just placed an online order but did not receive a confirmation. Did my order go through?

After completing your online order an ‘Order Summary’ will show on your screen that reflects your order number and product details. PLEASE PRINT THIS PAGE FOR YOUR RECORDS as you will not be mailed a physical invoice. An electronic order confirmation will be sent via email. We ask that you provide an accurate e-mail address during checkout. Please check your spam folder if it’s not in your inbox. However, there may have been an entry error in the email address provided or it was caught up in a spam folder. Please contact us immediately and we will make every attempt to make the correction and forward a copy of your order to you.

I ordered ‘Express Delivery’. Why didn’t my order arrive as expected?

Shipping times are based on when your order leaves our facility. For example, if 2Day expedited delivery is chosen, your order will be delivered on the second business day after it leaves our shipping dock. Although we make every effort to ship as quickly as possible we cannot guarantee same day shipping. Orders placed online are shipped within 3 business days from the time your order is submitted.

**Intervening postal holidays such as Memorial Day, Independence Day, Columbus Day, Labor Day, Veterans Day, Thanksgiving Day, Christmas Day and New Year’s Day as well as warm weather destinations may affect delivery.

Katie Meyer-Griffith, Career Guidance Product Manager

“I just wanted to say thank you – the chocolates arrived and were stored safely at the hotel. They turned out wonderful and were a big hit with visitors to our exhibit booth! Some even said they were too cool to eat”

Kim ***** 5 Stars

“Top notch customer service throughout the process. We ordered 100 boxes of the assorted chocolates with our logo on the 4 x 6 chocolate bar in the center. We had a custom designed band on the outside of the box with our firm logo. Totally Chocolate offers high quality production, materials and excellent tasting chocolate. Dorene was the rep who helped us create the order. Her communication throughout the process was timely. Her suggestions and ideas made the purchase very smooth. I highly recommend this company if you’re looking for a gift to impress your clients and business associates

Aleksandra Clark ***** 5 Stars

Totally Chocolate is professional, simple and delicious. All our customers rave about it, how beautiful the presentation is and the chocolate is just too good. Super easy to order and highly recommended for large corporate orders. We love Totally Chocolate so much that we started sending them to our employees and our families just because!”

Cheryl Hardacre ***** 5 Stars

“My company decided to send Christmas gifts to everyone in our database this year, but I had no idea how to go about it. We were able to send a customized Christmas card that included chocolate engraved with our company logo. I sent a spreadsheet to Totally Chocolate, and everyone on the list had the gift drop shipped to their home. Everything was beautiful and shipped on time, and the chocolate is delicious! We are receiving happy phone calls every day from the recipients. I could not be more pleased with our experience!”

Anthony Rodriguez, Nikkiso Cryo Inc, NV

“The chocolate went over great at the event and the employees are still asking about them.
I appreciate you being able to pull them off on short notice for our event.
Was a great customer experience for me.”

Cheryl, Administrative Assistant, IN

“Totally Chocolate have been an absolute dream to work with!  You made my first experience shipping gifts to clients so easy and enjoyable.  Not only was everything done beautifully and on time, every person with whom I communicated at your company was so friendly and helpful!  We are getting calls every day from clients who love their gift.  We will definitely be back next year!”

Viviana, Office Manager, CA

“You guys make this such an easy process during this busy time of year. We get terrific feedback from our customers and vendors every year from the chocolate.”

Charlene, Design and Communications Coordinator, CA

“You guys made us look very good, Next year we think we will just do one layer so 19pc. That way we can send out more boxes, they were a big hit! Thank you and your team for all of your hard work and working with our timeline.”

Lou Hunt – Via email

“Your gift arrived today. It looks amazing! Almost too pretty to eat. The kids and I are very much looking forward to enjoying it, and we all send our thanks. Thanks for being the #1 best place in America for gifts!”

Kyle Bullock – *****5 Stars

Besides the great customer service, Totally Chocolate really makes some killer chocolate! Their custom chocolate bars with our logo imprinted on the bar have quickly become a favorite of our customers and a staple promotion we do that really sets us apart from the rest. Totally Chocolate is affordable and easy to work with – well worth the investment!

Kenneth Spalding – ***** 5 Stars

I have used Totally Chocolate for years for gifts for professional colleagues. They are simply awesome. Everything is always done correctly and on time the first time. All the recipients rave about the chocolate. They simply do an excellent job. First class!

Gabriela Gonzalez – ***** 5 Stars

Ordered from Totally Chocolate for a work event, and had a wonderful experience from beginning to end! They were very responsive, and willing to meet our tight deadline. Plus, the chocolates were delicious. Wendy in customer service was awesome!

Wendy Gates – ***** 5 Stars

Totally Chocolate is a great company to work with. I’ve purchased custom made 2 lb. chocolate bars for my real estate clients. They do a fantastic job of making the chocolate bars look my business card. My clients are always so happy to get the bars. And, the chocolate is delicious!

Gini Queen – ***** 5 Stars

“This is the second time we have ordered our holiday client gifts from Totally Chocolate, and again, we are truly pleased with all facets of their product (the shortbread cookies with dark chocolate coating, with our logo stamped onto top of each cookie – yummm!) the packaging, the customer service, the customizability (is that a word?) and the quality check process they have in place. Will definitely be coming back to Totally Chocolate again and again. They have a fantastic thing going on there!

Western Global – ***** 5 Stars

“Excellent service and amazing chocolates! We ordered custom chocolates for customer gifts and they turned out fantastic. The team at Totally Chocolate walked us through the whole process, outlined all the costs, and created packaging that perfectly matched our branding. Will definitely be ordering next year!”

Tiffany, Geotechnical Engineering Company, CO

“Our clients just love receiving these.  The calls of gratitude are already pouring in!”

Diane, Legal Consultant, GA

“The chocolates are amazing and look so good.  I couldn’t believe how well they turned out.  Thank you to everyone for their incredible work.”

Erin, Manufacturing, MI

“The chocolates were a huge success and helped us stand apart from all of the tins of popcorn everyone gifts this time of year. We could not be happier with your product.”

Meagan, Manager of Revenue, Pricing, and Customer Service, MS

“I have already gotten several calls thanking me for the chocolates. They were a huge hit!”

Heather, Administrative Assistant, FL

“Thanks for all your help with our Christmas order. It has been a pleasure working with you and we will certainly be ordering again. We have had nothing but great reviews from our clients.”

Promise Pediatrics – ***** 5 Stars

“Love this company! The art department worked well to ensure we got just what we had dreamed of. It shipped timely and arrived perfect! Not to mention, the bars are delicious! Highly recommend.”

Wendy – ***** 5 Stars

“Totally Chocolate is a great company to work with. I’ve purchased custom made 2 lb. chocolate bars for my real estate clients. They do a fantastic job of making the chocolate bars look my business card. My clients are always so happy to get the bars. And, the chocolate is delicious!”

John, Partner & Creative Director, SC

“This was one of the easiest and best experiences we’ve had creating custom- branded products. From the packaging to the actually execution of the chocolate bar itself, everything came out looking exactly the way we hoped it would. And best of all, it’s a good eat! 5 Stars for sure. Can’t wait to work with TotallyChocolate.com again.”

Evan, Vice President, Manufacturing Company

“Very seldom does something exceeds my expectations, in fact i very seldom post a review. This was the case with Totally Chocolate. I purchased holiday gifts (cute chocolate boxes with peanut butter candies) for my customer with custom printed lids and they turned out so beautifully! The process was very easy and painless, as the customer service was outstanding!
I highly recommend T/C to anyone!”

Annmarie, Bank Vice President

“I’ve worked with Doreen several years now for our Bank needs. She is thorough, knowledgeable and had great insight for our specific need.  She walked me through different options and followed through with me even after It was time for a different department to finalize product.  On top of it, she sent samples.  Both the dark and milk chocolate are of great quality and very delicious!

The artwork Dorene helped me choose complimented our logo and was perfect. Her customer service meets the highest of standards. The product was boxed beautifully and portrayed our Bank image in a professional manner.  The product was delivered to our Bank at the time promised.”

Liz, Office Administrator

“We received our order today!  We are so pleased, they look amazing!  Thank you for all your help, from start to finish.  The ordering process was easy.  The presentation is beautiful.  Delivery was very timely.  Cookies are delicious. We hope that we can continue our business with you next year!”

Hillary

“This is my first experience with this company and it has been a great one. The ordering process was very easy and organized. The delivery of the chocolates was right on time and the final product looked great. Thank you!”

Glory N., Marketing Coordinator

“The Totally Chocolate art department rocks! They took my bits and pieces of ideas and turned them into a masterpiece… in chocolate. I am not an artist so to have them help me and show me so many templates and ideas was amazing! Thank you thank you thank you! I have never worked with a company that is so responsive and it made my project turn out great and I looked like a star!”

Tiffany P., Marketing/Proposal Administrator

“Our order was seamless as usual. I do appreciate how easy you make it for us. There were no issues and we have received several compliments from our clients on how much they enjoyed the chocolate bars. Thank you again and I’m sure we will be ordering for this Christmas as well!”

Stacy S., Guest Services Mgr

“Kudos to your shipping department. The order arrived to the hotel in perfect condition even with the warm weather. The iced gel packs were still cool. You guys are pros!“

Marcia B., Promotions and Events

“The order turned out great and I still have more of my chocolate in your warehouse, right? Your free storage is the best solution because now I have something for the last minute requests I get from the sales staff. I was worried about ordering the minimum order but now I am happy I did because it will be there all year!”

Robert T., Operations Mgr.

“The best decision I made this year was to have you ship my packages directly to my customer list. The time-savings and hassle-free process was WELL worth the cost, which was actually quite reasonable! Thank you for suggesting that and taking such good care of us.”

Mark M., Sales Manager

“One of the best, no make that THE BEST marketing piece I have ever received.”

Ellen D., Executive Admin

“Our CEO was impressed and that’s what really matters. Plus your hands on approach from day one made my experience with Totally Chocolate a pleasant one.

Gregg H., Principal

“You and your company are simply outstanding in the way you treat your customers – it is truly a pleasure to do business with you.”

Beth W., Office Manager

“I have to tell you – the chocolate bars that you guys created were a HUGE HIT with our vendors and customers. Your company did an outstanding job with our logo and going that extra mile to make the exact bar we wanted. I wanted to send a note of appreciation.

Christie H., VP Marketing

“By the way, you are great to work with! You have been so responsive and helpful throughout this entire process. From explaining all the options given my project parameters and outlining your custom mailing alternatives to getting me samples and meeting my deadlines, you have provided excellent service. I can tell that you really care about customer service and meeting your customer needs. As a person who works with a lot of vendors, you really stand out as super stars.”

Pat F., Executive Assistant

“My order arrived on schedule. I really liked the new design on the boxes. My sales staff tells me the chocolates are very well received by our customers. You make ordering very easy and completing my order in July is a plus for me, also. One less thing to remember during the holidays. Thanks for your great customer service.”

Penny C., Owner

“We have used you for our holiday gifts for the past 6 years and last year we tried something different because we thought our customers might like a change but boy were we wrong! They let us know that they missed the great chocolate so we are back and want to take advantage of the early order specials. I’m so glad you save the molds!”

Jeanne P., Corporate Relations, Quality Assurance Dept.

“Yes, for the second year in a row Totally Chocolate was a “sweet” success!! I had a wonderful experience working with you and I can’t see why we would not be back again for this holiday celebrations!”

Michele B., Director of Sales

“You make it too easy! I always enjoy working with you. I wouldn’t buy my chocolate anywhere else… because you make it personal!”

Kelsey F., Executive Admin

“Thank you! You made our order hassle free…just what I needed. Thanks for your help!”

Sharon N., Sr. Marketing Assistant

“The candy arrived on time as promised and it is just WONDERFUL. It was everything that we wanted and then some. The detail was amazing and it was a very good tasting chocolate. We have started to give them out to our store managers to hand out as giveaways to customers. So far, I have received only positive feedback! We made an excellent choice in using Totally Chocolate. Thank you for your help.”

Laura J., Marketing Specialist

“Everything was great. The chocolates arrived a day earlier than anticipated, which was actually a huge help for our event set-up. The packaging looked sharp and our customers and fellow employees were VERY impressed. Despite the rush, you made life easy for me, and everything came out perfectly! Thank you for your help.”