FAQs
The questions below are most frequently asked by our customers and we hope they'll help you, too! Don't see the answer to your question? Please contact us.
General Questions
What stores carry your products near me?
Theo Chocolate products are sold across the U.S. and in Canada. For the U.S., use our product locator to search by zip code and product to find Theo nearest you.
If you're located near or visiting Seattle, WA, stop by our Flagship Store!
Where can I buy your products online?
You'll find the widest assortment of our products here at TheoChocolate.com, shipping throughout the US. You can also purchase multi-packs of our chocolate bars, cups and candy on Amazon.com (look for Sold by Theo Chocolate on the page to confirm it's directly from us).
When do you have Broken Bar days?
Our online and in-person Broken Bar Days (special events where we offer broken-but-still-delicious chocolate bars at a great price) are held a few times a year, and announced through our email newsletter. Sign up in the website footer below to get on the list!
Someone contacted me about advertising for Theo on my car. Is this legitimate?
No, this is not from Theo Chocolate and is a fradulent request. Do not participate, and we recommend you report this to the FTC through their complaint process. If you are ever unsure about a communication you believe came from Theo Chocolate, please don't hesitate to contact us directly to confirm!
Online Ordering
Why am I receiving an address error when submitting an order online?
This error most commonly occurs when the billing address does not match what the card issuing bank has on file, or a PO Box is being used as the shipping address.
What payment methods do you accept?
We accept Visa, Amex, Mastercard, Discover, JCB and payments via Apple and Google Pay.
Please note that when using digital wallet payment like Google or Apple Pay and shipping to an address other than your own, the shipping address must be changed through your digital wallet.
When is my credit card charged?
Your card is authorized for the total amount when you submit your order, so you may notice a pending payment on your card statement while we prepare your order for shipment. Your payment is captured and your card is charged when your order ships.
When will my order arrive?
Please review our Shipping Policies page for our current processing and shipping time frames and cut-off dates for holiday shipping. For online orders, you will receive an email notification with your tracking number once your order ships.
What is your return/refund policy?
We do not accept returns or exchanges, but do want to make sure your experience with us is a positive one. For any online order issues, please contact us via email at info@theochocolate.com with details about your concerns and we'll work with you on a solution.
Can I buy your caramels and other confections online?
Our caramels, confections and other specialty items are currently only available at our Flagship Store in Seattle, WA. Stop by to see what our chocolatiers have created!
Shipping & Fulfillment
Do you ship internationally?
No, we do not ship product outside of the US for consumers.
Do you ship to Canada?
We do not ship directly to Canada. However, our products can be purchased at several Canadian retailers.
Can you ship to multiple addresses on one order?
No, we only ship to one address per order. Please place multiple orders
What carriers do you use for shipping?
We generally ship via FedEx or UPS, depending on the destination.
Can you ship to PO Boxes?
We do not ship to PO boxes or APO/FPO/DP. A valid street address must be provided.
Are your packing peanuts compostable?
Yes! The packing peanuts we use are corn-based and compostable.
Certifications, Ingredients & Allergens
I’ve been hearing about heavy metals in chocolate. Where do they come from? Is Theo’s chocolate safe to eat?
Heavy metals like lead and cadmium are found in the soil and air all around the world. They naturally occur in many of the foods we eat – most commonly leafy greens, root vegetables like sweet potatoes, nuts, and fruits. Cocoa comes from the beans found in the fruit of the Theobroma cacao tree. Elements like cadmium naturally occur in the cocoa beans due to the absorption by the roots of the tree from the soil. Lead levels are influenced by where and how the cocoa beans are grown, harvested and dried. According to the FDA in late 2022, “environmental contaminants can be present in foods because they are in the environments where foods are grown, raised or processed. The presence of cadmium and lead in chocolate are well documented...” It is an issue that is present across not only the chocolate industry worldwide, but many food sources.
The safety and quality of our products at Theo is our top priority, and we are confident that our products meet the standards set forth in our industry and are safe to be consumed. We regularly test our products for the presence of heavy metals, to ensure we are below the standards established in a 2018 Consent Judgement in California. This judgement superseded the levels established by the commonly known California Proposition 65 law, which was originally established in 1986 to determine if all kinds of products, including chocolate, require warnings on their labels based on maximum levels. The 2018 Consent Judgement cadmium levels are also lower than both the EU standards and the Codex Alimentarius standards (used by the World Health Organization and Food and Agriculture Organization of the United Nations).
The judgement also kicked off a three-year expert research study into the causes and reduction measures of heavy metals in chocolate, which was released in August of 2022. Our team has reviewed the results of the report to identify opportunities for Theo to reduce the presence of heavy metals in the cocoa beans we source and our chocolate. We’ve reviewed our manufacturing processes, as well as spent time discussing with our sourcing partners what more can be done at origin, where the cocoa beans are grown, harvested and dried before being sent to be made into chocolate.
Theo is proud to source our cocoa beans through direct relationships with the farmers who grow and harvest our beans in the Eastern Congo. While our sourcing partners continue their efforts and work with farmers on ways to improve the drying and fermenting process, we have also found that blending secondary sources into our chocolate making is another path to lower the levels over time. Finding secondary sources that achieve this and meet the organic and fair trade commitments that are core to our mission do take time, but we are committed to implementing and measuring the effectiveness of these efforts.
If you are interested in learning more, here are a few additional resources you may find helpful:
- an article by NPR on Dark Chocolate & Heavy Metals
Is Theo Kosher certified?
All of our chocolate bars, cups and candy items are certified Kosher Dairy through Star K Kosher Services. Shop our Kosher-certified products here.
Are your products vegan?
Most of our dark chocolate bars are dairy-free and suitable for vegans, except for our Coffee Toffee and Salted Toffee bars, which contain dairy. All chocolate made without animal products is labeled “suitable for vegans” on its packaging. You can shop our vegan products online here.
Do you use soy in your products?
We do not use soy lecithin or soy in any of our products.
Do you use gluten in your products?
Most of our products are gluten-free, except for select items made in our Confection Kitchen. You can shop our gluten free products online here.
Do you use tree nuts in your products?
Theo produces quite a few products that are free of tree nuts, but because of the products that do contain them, we are not a nut-free facility.
Do you use peanuts in your products?
All our chocolate bars are free of peanuts and we do not process peanuts on our bar production line. However, we do process peanuts in our Confection Kitchen, where our handmade confections are produced, so we are not a peanut-free facility. Our cups, candy, and Cookie Bite items are produced on shared equipment with peanuts.
Do you use palm oil in your products?
No.
Do you process your chocolate with alkali?
No, to best preserve the antioxidant content and flavor profile of our cacao beans, we never put them through an alkalization process.
Product Storage & Shelf Life
How do I store chocolate?
With proper storage, chocolate stays fresh for many months! The back of a pantry is often a good choice, at cool room temperature and away from sunlight. Do not refrigerate or freeze chocolate as the temperature changes may cause it to bloom. Avoid storing near items with strong scents as these can be absorbed and alter the flavor of the chocolate.
What is cocoa bloom?
Cocoa bloom looks like a whitish haze on the surface of chocolate and results from exposure to temperature fluctuations (hot & cold). The cocoa butter separates from the cocoa solids creating discoloration. While it is still safe to eat, the texture and flavor are usually compromised.
What is the shelf life of your confections?
Our Confection Kitchen items are made by hand, with fresh ingredients, and no preservatives. Due to the fresh cream and butter used to make them, confections and caramels are best enjoyed soon after purchasing.
Theo Flagship Store
Is your Flagship Store open?
Our Flagship Store is generally open daily from 10:30am-6:00pm Pacific Time. For the most up-to-date information about Flagship Store hours and events please click here.
Do you still offer Factory tours?
While we no longer offer factory tours, we do host daily guided chocolate tastings and occasional specialty chocolate classes at our Flagship Store in Seattle, WA. We'd love to see you sometime soon!