Frequently Asked Questions

Our Company

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.

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

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.

Our Customer Care Team is available:
Mon - Fri, 7:00 a.m. - 7:30 p.m. CT
CALL: 1-800-777-4028
EMAIL: customerservice@russellstover.com

Visit the Careers section of our website.

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 7:00AM to 7:30PM CT.

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

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

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.

"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.

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.

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

We are very proud that all of our chocolates are manufactured entirely in the United States. We own 4 factories, Montrose, CO, Corsicana, TX, Abilene KS, and Iola, KS.

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.

You're very observant! The color of the bow on the box can help you quickly identify what's inside our best-selling prepackaged assortments.

  • Brown bows are displayed on assortments of Milk Chocolates and Dark Chocolates.
  • Light brown bows are pictured on Milk Chocolate Assortments.
  • Pink bows adorn our boxes of Nuts, Chewies & Crisps.
  • Blue bows are on boxes of Milk and Dark Chocolates with soft centers.
  • Purple bows decorate boxes of Milk Chocolate and Dark Chocolate Caramels.
  • Yellow bows adorn boxes of Dark Chocolate Assortments.

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.

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.

We use a blend of maltitol and sucralose (Splenda).

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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

When we can, we will use recycled plastic and paper products in our packaging.

Ordering and Payment

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 7:00AM to 7:30PM Central Time Monday through Friday.

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 and gift wrap your items for you, 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.

Absolutely! Build-A-Box makes it easy for you to choose a box style and size, and then fill it with your favorite Russell Stover chocolates.

Give Build-A-Box a try.

Our online store accepts MasterCard, Visa, American Express and Discover. You may also order and redeem our prepaid gift cards online.

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, 7:00 a.m. - 7:30 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.

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 Candies store .

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.

We do not sell or trade any customer information.

Shipping

We can ship to APO (Army/Air Force Post Office) and FPO (Fleet Post Office or Federal Post Office) addresses.

It is important to remember that shipping chocolate overseas can be risky. Once your order leaves our U.S. fulfillment center, we have no control over how long it sits in a military distribution center before it is shipped. For this reason, we cannot guarantee the freshness of orders shipped to APO and FPO addresses.

Orders going to APO/FPO addresses will be shipped via United States Postal Service (USPS), and will be shipped ground delivery. We are unable to send USPS orders 2nd Day or Next Day, and we will not have a tracking number for the shipment.

For all P.O. Box orders including APO/FPO addresses we use United States Post Office (USPS) ground, however we prefer to deliver to a physical address, if at all possible. 2nd Day and Next Day shipments are not available through USPS. USPS orders will not have tracking numbers available.

USPS orders are only available within the 48 contiguous states.

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. 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.

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.

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.

We use FedEx Ground, 2nd Day, and Next Day to ship our orders.

For all P.O. Box orders including APO/FPO addresses we use United States Post Office (USPS) ground, however we prefer to deliver to a physical address if at all possible.

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

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 FedEx distribution center in Cookeville, TN.

See Shipping for additional information.

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.

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.

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

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 FedEx Distribution Center in Cookeville, TN. Standard Shipping orders typically arrive in 2-9 business days. See "Warm Weather Shipping Rules" for warm weather months.

SECOND DAY

Orders are shipped Monday through Friday. Saturday deliveries are available to residential addresses at no extra charge. Business addresses are delivered Monday through Friday. Residential addresses are delivered Tuesday through Saturday. See "Warm Weather Shipping Rules" for warm weather months.

NEXT DAY

Orders are shipped Monday through Friday. Saturday deliveries are not available; additional charges apply. See "Warm Weather Shipping Rules" for warm weather months.

You may also use our "Future Delivery Date" option to order your gifts early. We will make every effort to be sure that they will arrive on or about the date you specify.

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.

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 7:00am to 7:30pm CT.

You can contact Website and Online Order Inquiries at 800-477-8683 Monday through Friday 7:00am to 7:30pm CT and we will be happy to assist you.

You can contact Website and Online Order Inquiries at 800-477-8683 Monday through Friday 7:00am to 7:30pm CT and we will be happy to assist you.

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

At this time we do not have catalogs available.

No, Outlet items are not included in any promotions and do not count towards the free standard shipping discount when you purchase $25.00 or more.

Rewards Club

Click on Rewards Club Loyalty Program on our website and enter your account number and last four digits of your telephone number to view your account and make changes to your profile. You will also be able to access FAQs regarding our Rewards Card Loyalty Program.

Your website purchased will not be added to your Rewards Club points at this time.

Personalized Products

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

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.

No. Each label will have to be made separately.

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

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.

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

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.

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.

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.

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).

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

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

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.