Frequently Asked Questions

Our Company

Was there a real Russell Stover?

Yes! Russell Stover and his wife, Clara, established our company in 1923 out of their Denver home.

Read about the Stover’s and their legacy.

Do you offer factory tours?

We are sorry, but we do not offer tours of our candy factory kitchens.

Does your company donate products for charity or events?

Our candies are sold throughout the United States and we receive many requests similar to yours.

Since we cannot contribute to all of the deserving organizations that contact us, we have had to make it a practice not to contribute to any in the interest of being fair.

How do I contact Russell Stover Chocolates?

Our Customer Care Team is available:
Mon - Fri, 8:00 a.m. - 5:00 p.m. CT
CALL: 1-800-777-4028
EMAIL: consumerservices@russellstover.com

How do I apply for a job with Russell Stover Chocolates?

Visit the Careers section of our website.

How can I sell Russell Stover Chocolates in my store?

Visit our website for information regarding becoming a reseller. Click on Wholesale Customers under the Services heading at the bottom of the website, or call our Customer Service number to speak with a representative, 800-516-9466 Monday through Friday 8:00AM to 5:00PM CT.

Can you help with school research information?

Our website has information regarding chocolate and our company. Additional information may be found at www.candyusa.org.

How do I find a Russell Stover Chocolates store close to me?

Use our Find a Store Find a Store feature to locate our own Russell Stover Chocolates stores and outlets across the country, as well as retail venues throughout the US, Canada and Puerto Rico.

About Chocolate

Can I freeze chocolate?

The ideal way to store chocolate is to keep it in a cool, dry place.

If you must freeze it, we suggest you leave the plastic overwrap intact. Move it from freezer and allow it to thaw before opening the package. Drastic temperature changes can result in bloom, which may result in a white or grayish filmy appearance.

Why is my chocolate white and what is "bloom"?

"Bloom" is a candy maker's term. It refers to a white or grayish film that sometimes appears on the surface of candy.

Blooming is a natural occurrence when chocolate is exposed to extreme temperatures, hot or cold, and does not affect the wholesomeness nor taste of the candy.

In most cases, bloom occurs when butter fat in the candy comes to the surface. Usually a result of drastic changes in temperature, bloom is not a form of mold. Chocolates exhibiting signs of bloom are absolutely safe to eat.

What is chocolate liquor?

Chocolate liquor is the meaty part of the cocoa bean that has been finely ground. Because of the grinding action, heat is created causing a thick "syrup". This "syrup" is called chocolate liquor. No type of alcohol is added to the chocolate. The term is used to describe one of the components of chocolate.

How long will chocolate last?

Please refer to the "Best Before" date printed on the packaging. The "Best Before" date on our chocolate products is a quality tool. It assures that the quality of a product lives up to the company quality expectation when stored at the right conditions. Best Before dating is designed as a consumer friendly method to help the customer understand the freshness of the item.

Our candies can be enjoyed after the "best before" date has passed, but to insure peak freshness we recommend eating the candy within a few months of the best before date.

Products

Where are your products manufactured?

We are very proud that all of our chocolates are manufactured entirely in the United States. We own 3 factories Corsicana, TX, Abilene KS, and Iola, KS.

Do your products contain gluten?

Most of our products do not contain gluten from added ingredients. Those that do contain wheat gluten, such as S'mores clearly show the presence of wheat in the ingredient listings.

However, please be aware that products containing wheat are produced on equipment that is also used to make our other products. So, we cannot rule out the possibility of cross-contact, despite efforts to prevent it. Because of that possibility, we do not declare any of our products to be gluten-free. Please check the ingredient listing and also check the May Contain information on our package.

How do I read the "Best Before" date?

The "Best Before" date is in the day, month, and year format. The first 2 digits show the day, the 3 letters show the month and the last 2 digits show the year.

Our "best before" dates are established by us to insure absolute peak of freshness. Our candies can be enjoyed after the "best before" date has passed, but to insure peak freshness we recommend eating the candy within a few months of the best before date.

Is there a secret to figuring out what's inside a piece of candy?

OUR favorite way to find out is to take a bite and enjoy the surprise! But since most folks like to know what they're going to taste ahead of time, we began printing a guide on the inside box lid of most of our prepackaged chocolates several years ago. There are a few boxes that do not have a map, however most boxes now have mapping on the lids.

The candy's shape is another good indicator. Although there are some exceptions, in general...

  • Caramels are usually square.
  • Chocolates with soft centers, such as truffles and whips, are round.
  • Rectangular candies are typically filled with nougat.
  • Oval candies most often contain butter fudge.
  • Nut Clusters are usually round and have a chunky surface.

What kind of Sweeteners do you use in your sugar free and no sugar added candies?

For Sugar Free candies we use a blend of maltitol and stevia extract (rebiana)

For our No Sugar Added candies we use a blend of allulose, erythritol, and stevia extract (rebiana)

Rebiana (stevia extract) is a non-nutritive sweetener. It is derived from the plant Stevia Rebaudiana. Rebiana (stevia extract) is 200-400x sweeter than sugar. We only need a small amount of it to get a sweet taste, so added calories from stevia are nominal to zero.

Erythritol is a sugar alcohol which is naturally occurring in some fruits and fermented foods. It is often used as an alternative to sugar. It contains zero calories and has a very low glycemic index. It has little effect on blood sugar or insulin levels. Our erythritol is non-GMO.

Allulose is a low-calorie sweetener that has the taste and texture of table sugar and is found naturally in some foods. it counts as a “zero added sugar” on the nutrition label.

Maltitol is a sugar alcohol used as a sugar substitute. It is used to replace table sugar because it contains roughly half as many calories as sugar.

Do sugar substitutes have digestive side effects?

One of the reasons that sugar substitutes are lower in calories and carbohydrates compared to sugar is that they are digested and absorbed in a different way. In the process of digesting sugar substitutes, some digestive side effects can occur that have a laxative effect.

What's the shelf life of your products?

Since we still manufacture small batches of candy, we don't stockpile huge inventories of our candy. All of our products contain a "Best Before" date. It can be found on the box, bag or wrapper.

Our "best before" dates are established by us to insure absolute peak of freshness. Our candies can be enjoyed after the "best before" date has passed, but to insure peak freshness we recommend eating the candy within a few months of the best before date.

Does your chocolate contain dairy products, milk, whey or eggs?

All of our chocolate may contain dairy or milk products. Some of our products also contain egg. These ingredients would clearly be listed in the ingredient listing.

Please always refer to the packaging for a definitive ingredient listing.

Are any of your chocolates nut free?

All of our products, including solid chocolate pieces, may contain nuts and/or peanuts.

Our labels show allergens in the ingredient listed bolded and also have a "May Contain" statement showing all major allergens not listed in the ingredients.

What does Fair Trade mean?

Fairtrade International is a non-profit organization that enables farmers, companies and consumers to share the benefits of trade more equally. This means that farmers and workers are getting a better deal from trade and can build a better future for themselves. The cocoa, cocoa butter and vanilla in our Joy Bites bars meet Fairtrade’s rigorous social, economic, and environmental standards. For more information, please visit www.fairtradeamerica.org.

Do you use Fairtrade ingredients?

Yes, the cocoa, cocoa butter and vanilla used to make our Joy Bites bars are Fairtrade Certified, meaning that the ingredients support a global movement to secure a better deal for farmers and workers. For more information on the sourcing and traceability of these ingredients, visit traceability-in-fairtrade-supply-chains.

What does it mean to be Fair Trade Certified?

Fairtrade Certified means the farmers and workers involved in production have received at least the Fairtrade Minimum price for their crops – a financial safety net when market prices fall. They also receive a Fairtrade Premium to invest in business and community projects of their choice like healthcare and education.

Fairtrade also collaborates with farmers and workers to create Fairtrade Standards. These form a framework that is independently measured and checked to ensure the rights of people and the environment are upheld. From prohibiting child labor (as defined by the International Labour Organisation [ILO] minimum age and the worst form of child labor conventions) to safe use of chemicals and protecting land and water courses, Fairtrade is a powerful way to grow sustainability and fairness.

For more information on Fairtrade, please visit www.fairtradeamerica.org.

Is your chocolate kosher?

To the best of our ability to determine, all of our Assorted Chocolates boxes are still manufactured with ingredients that would be considered Kosher. However, at the present time, we are not under kosher certification.

Are any of your products vegan?

To the best of our knowledge, we do not have any products that would be considered vegan.

Are any of your products organic?

We do not have an organic line of candy, and our products would not be considered organic.

Joy Bites are not organic certified, however some of the ingredients are organic. Please see the ingredient panel on each product.

Do you use high fructose corn syrup?

We limit the use of high fructose corn syrup in our products, and can say that most, if not all, of our fine boxed chocolates do not list high fructose corn syrup as an ingredient. Any that do contain high fructose corn syrup would clearly show its presence in the ingredient listing for that particular item.

Do you use hydrogenated oils?

Most of our candies do not contain any trans-fats, or hydrogenated oils. It is always best to consult the specific nutritional labeling of the individual product you are interested in to see if hydrogenated oils are listed. We are working with our suppliers on the few ingredients where hydrogenated oils remain.

What is vanillin?

Vanilla and natural vanillin come from vanilla bean pods. Artificial vanillin is exactly the same substance as natural vanillin, only it is derived from a different source. Artificial vanillin is extracted from lignin found in wood instead of vanilla bean pods. The use of vanillin is not for cost purposes. You don't get the proper flavor in our milk chocolate from natural "real" vanilla. You literally can't add enough of it to equal the flavor you're looking for. In this application, vanillin is the superior ingredient.

What is lecithin?

Soy lecithin can be found in some of our products. We do label all of our products with "may contain traces of soy" as a precaution for the most sensitive consumers.

What is the difference between a No Sugar Added product and a Sugar Free product?

The term “Sugar Free” refers to a product that contains less than 0.5g per serving, natural or added.

The term “No Sugar Added” refers to a product that has had no sugars added to the product as an ingredient, or during processing and packaging. It has naturally occurring sugar from other ingredients that contain sugars such as fruits or carbs such as dairy.

Are any of your products Keto compliant?

In moderation, our Joy Bites can be a part of a Keto-friendly lifestyle. The ingredients in Joy Bites tend to have a minimal effect on glycemic index. Only you can determine how Joy Bites affect your glycemic index.*

Do you offer custom gift baskets?

We do not offer customer gift baskets at this time, however our beautiful gift baskets are filled with a variety of our bestsellers and make lovely gifts for your loved ones or business associates. We also offer seasonal gift baskets, tins and bags and wrapped boxes for Halloween, Christmas, Valentine's Day, Easter, and Mother's Day

Do you use recycled materials?

When we can, we will use recycled plastic and paper products in our packaging. Success in a recycling program is dependent on many factors and many actors outside of our control.

Ordering and Payment

Can I place an order by mail or fax?

Absolutely! Please mail your order to:

Russell Stover Chocolates
ATTN: Mail Order Dept.
4900 Oak St.
Kansas City MO 64112


You may fax your order to us at 816-855-2356.

If you have questions or need help placing an order, you can reach us at 1-800-477-8683. We have service representatives available to help you with your order 8:00AM to 5:00PM Central Time Monday through Friday.

Can I ship items in my shopping basket to more than one address?

Yes. During checkout, you'll specify items in your order that you want to ship to specific recipients.

If you set up an account, you can create and edit your own personal Address Book. This makes sending to multiple recipients REALLY easy. Just choose the items you want to send, choose the recipient you want to send to from your Address Book (or add a new address, if you like), and you're done! We can even add a personal message, if you like.

Please be aware Russell Stover Chocolates cannot bear responsibility for shipping errors due to inaccurate or incompletely entered addresses. Due to the perishable nature of our products, we are not responsible for the condition of orders that are not able to be delivered on the first attempt.

Is it possible to create a custom gift of chocolates?

Absolutely! Pick and Mix makes it easy for you to choose a box style, and then fill it with your favorite Russell Stover individually wrapped chocolates.

Give Pick and Mix a try.

What forms of payment do you accept?

Our online store accepts MasterCard, Visa, American Express and Discover.

If you prefer to pay by personal check or money order, you may place your order by phone. Simply call us at 1-800-477-8683. Our Customer Service team is available to serve you Monday through Friday, 8:00 a.m. - 5:00 p.m. Central Time.

For security reasons, we are unable to process orders using an internationally issued credit card. We apologize for any inconvenience this may cause.

Why aren't all your products for sale online?

The products you see in our online store have been selected based on popular demand, availability, and ease of shipping. To see virtually all products we offer, we suggest you visit a Russell Stover Chocolate shops.

How do you protect my personal information?

We go to great lengths to protect your privacy. Security software, tightly protected servers and industry-standard encryption help ensure that your personal information is as safe as possible. We will not sell or transmit your personal information to a third party. Our Privacy and Security Statement explains our policies in detail.

Do you sell or trade customer information?

We do not sell or trade any customer information.

How do I obtain a Promotion Code or Coupon?

All current RussellStover.com promotions can be found here.

What is your return policy?

Your order is guaranteed to arrive in perfect condition at the specified shipping address provided. If you are not completely satisfied with the quality of your order upon arrival, please contact our Customer Care within 15 days of receipt, for assistance with a replacement or exchange. Refunds are not offered.

Shipping

Can you ship to PO Box and APO/FPO addresses?

We do not ship to PO, APO/FPO boxes. All shipments are delivered via FedEx.

Do you ship to residential and commercial addresses?

We ship to both residential and commercial addresses via FedEx. We will ship your order to the shipping address(es) you provide. Please provide a street address, suite or apartment numbers when necessary to ensure proper delivery. Please note that we do not ship to PO, APO/FPO boxes. Russell Stover Chocolates cannot bear responsibility for shipping errors due to inaccurate or incompletely entered addresses. Due to the perishable nature of our products, we are not responsible for the condition of orders that are not able to be delivered on the first attempt.

Do you ship to other countries?

We currently ship only to all 50 states. Shipping chocolate requires special care, especially during warm weather. Learn more about our shipping procedures.

Unfortunately, because it is very difficult to protect fine candies when they are shipped such a long distance, we are unable to ship to international addresses. We do, however, continue to pursue business with the major retailers in other countries.

How do high temperatures affect shipping?

Not surprisingly, shipping chocolate when it's hot outside requires special care. To help ensure that orders arrive in good condition during warm weather, we send orders Monday through Thursday using Second Day or Next Day shipping. And chocolate orders are packed in insulated containers using cold gel packs. You don't pay extra for these special packing materials.

Read more about our shipping policies.

What shipping carriers do you use?

We use FedEx Ground, 2nd Day, and Next Day to ship our orders. We do not ship to PO boxes, APO/FPO addresses.

FedEx Standard Shipping (Ground) orders are shipped Monday through Friday. Residential deliveries are made 7 days and business addresses are delivered Monday through Friday.

Can I use my own Federal Express number to ship my order?

We are currently unable to charge shipments to other Federal Express account numbers.

What are your shipping rates?

Do you charge extra shipping in warm weather months

During warm weather, extra time is needed to prepare and ship orders, and not all delivery options are always available. Temperatures in the zip codes your order is shipped to help determine delivery options. An extra day of preparation is required for shipments during warm weather. Standard shipping is only offered as an option on points that are 2 days from the fulfillment center in Butler, MO.

See Shipping for additional information.

How do you ship to warm parts of the country like Florida, Texas or California?

During warm weather we use warm weather packaging and cold packs to protect your chocolate orders from heat.

Some locations located in very warm areas of the country are required to have warm weather shipping year round. If you are in one of these areas, it will be reflected in your shipping options on our website.

How do you determine what shipping to charge?

Do you offer same day shipping?

Orders placed before noon Central Time usually shipped the same day they are placed. The exception would be if we are in our Warm Weather period. An extra day of preparation is required for shipments during warm weather.

How long does it take to receive my order?

SHIPPING METHODS

During checkout, you will see available delivery options for every ship to address you specify, and an estimate of when that shipment will arrive. Choose the option that's best for you, and we'll get your order packed and on its way. We guarantee your order will arrive in satisfactory condition.

Please note that it can take 1-2 business days for processing before shipment. The estimated delivery date provided during check out includes order processing time.

STANDARD SHIPPING

Orders are shipped Monday through Friday. During warm weather, Standard Shipping is available only on orders within a two-day destination of the fulfillment Center in Butler, MO. Standard Shipping orders typically arrive in 2-9 business days. See Warm Weather Shipping for details.

Please note that it can take 1-2 business days for processing before shipment. The estimated delivery date provided during check out includes order processing time.

SECOND BUSINESS DAY - Due to the current environment, we cannot guarantee timely delivery for expedited 2nd Day shipping services.

Orders are shipped Monday through Friday. To ensure second business day delivery, orders must be place prior to 12:00pm (Central Standard Time). Please note to ensure satisfactory delivery of your chocolates during warm weather delivery periods, an additional day of fulfillment is required. Business addresses are delivered Monday through Friday.

Residential addresses are delivered Tuesday through Saturday. See Warm Weather Shipping for details.

NEXT BUSINESS DAY - Due to the current environment, we cannot guarantee timely delivery for expedited Next Day shipping services.

Orders are shipped Monday through Friday. To ensure next business day delivery, orders must be place prior to 12:00 p.m. (Central Standard Time). Please note to ensure satisfactory delivery of your chocolates during warm weather delivery periods, and additional day of fulfillment is required. Saturday deliveries are not available. See Warm Weather Shipping for details about shipping during warm months.

Can I ship to more than one address per order?

It's Simple! Shop for one recipient at a time as you go through the ordering process. Our site will remember all of your billing information and recall it for you each time you click "Click here to continue shopping" and shop for another recipient.

You can ship to as many people as you like in one order.

During the checkout process on our website, you will have the option to choose from available delivery methods. We will ship your order to the shipping address(es) you provide.

Please be aware Russell Stover Chocolates cannot bear responsibility for shipping errors due to inaccurate or incompletely entered addresses. Due to the perishable nature of our products, we are not responsible for the condition of orders that are not able to be delivered on the first attempt.

How do I make a correction or cancel my order?

Once your order is finalized and you receive a completed order number it is usually too late to make changed or to cancel your order. If you need to make a correction to or have questions regarding your order, please contact our Website and Online Order Department at 800-477-8683. We are available Monday through Friday 8:00am to 5:00pm CT.

How do I check the status of my order?

You can contact Website and Online Order Inquiries at 800-477-8683 Monday through Friday 8:00am to 5:00pm CT and we will be happy to assist you.

How will I know if my order has shipped?

You can contact Website and Online Order Inquiries at 800-477-8683 Monday through Friday 8:00am to 5:00pm CT and we will be happy to assist you.

Do you offer coupons?

For information on coupons, promotions, special offers, sign up for our mailing list.

Do you have a catalog?

At this time we do not have catalogs available.

Do Outlet items count towards free shipping?

No, Outlet items are not included in any promotions and do not count towards the free standard shipping discount when you purchase $75.00 to $600.

Rewards Club

Can I maintain my personal information on my Rewards Club online?

Yes. Log in to your account by clicking the Sign In button at the top of this page and entering your email address and password. Next click My Account and choose Edit.

Can I use my Rewards Club membership on line?

Yes, you can accumulate points for purchases and redeem rewards both in Russell Stover Retail Shops and at russellstover.com.

Personalized Products

Are personalized items available for site wide discounts?

No, Personalized gifts and greeting cards are not available for other site wide promotions.

Can I add more than one photo to my label?

We're sorry; all of the labels are designed to accept a single photo only. If you'd like to include multiple images in one label, you can use outside photo editing software to combine images into a single file for uploading.

Can I design multiple labels at once?

No. Each label will have to be made separately.

Can I return my personalized box of chocolate?

No, We do not refund personalized boxes unless there is a product defect.

How do I add a message?

Click on the label preview in the area that says "Click here to add a message." An edit panel will automatically appear to the right. There you can add your message, change the font style, color and size.

How do I personalize a box of chocolate?

You must first select an item that is available to be personalized. Once you have selected the item you want, click the personalize button and you will be guided step by step through the personalization process

How do I start over?

You can use the "Back" button located in the lower left hand corner of the label customization tool to go back to previous steps. Choosing the "Cancel Personalized Label" option will take you out of the customization tool and your label will be lost. If you select a different label template ("photo only" as opposed to "photo + message" for example), you will lose any of the customization you have entered for that label only.

How do I upload a photo?

Click on the area of the label preview that says "Click here to add a photo". A file browser will automatically open that will allow you to choose a digital image stored on your computer. Select the image file you'd like to upload and click "Open" to complete the process. Your selected image will upload automatically.

My photo doesn't fit the label completely.

You can adjust the size of your photo using the edit panel to the right of the label preview. That panel will allow you to resize, rotate 90 degrees and move your photo within the label preview. You also have the option to revert to the original state of the uploaded image or replace it entirely with a different photo.

What are good image sizes?

Make sure that the resolution of your image is as high as possible. Higher resolution images will give the best results when printing labels. A high-resolution image (such as 1600x1200 pixels) will print clearly. Low-resolution images (such as 320x240 pixels) will print fuzzy and appear pixilated. If you are unsure of your images print quality, our tool will warn you if the size is too small. We are able to accept images as large as 4.5 megabytes (4,500 kb).

What file formats for images are accepted?

Only images that have been saved as JPEG, TIFF, GIF and PNG will be accepted.

Where will this label go?

Your personalized label will be adhered to the top of the box you chose.

Why does it take so long for my image to upload?

Large files may take a long time to upload or may not upload at all, depending on the speed of your Internet connection. Please be patient. While the image is uploading, we will show you the progress of the upload until complete. For faster uploading, use photo editing software to compress your image size.

Do you have guidelines for acceptable content on Personalized Items?

The personalization services available to our customers are subject to certain guidelines, which prohibit obscene, profane, harassing, threatening, discriminatory, abusive, invasive of privacy rights or otherwise objectionable language, as we may determine in our sole discretion. Additionally, we prohibit personalization content that infringes any intellectual property or other right of a third party.

Russell Stover reserves the right, but is not obligated, to restrict or remove any and all personalization content that we determine, in our sole discretion, violate these guidelines or applicable law or to be otherwise harmful to us, to other Russell Stover customers, or to any other person or entity.

Updated: 05/22/2022