Customer Service

HOURS/
OFFICE
LOCATION

(208) 610-1880 • Email: [email protected]

PHONE ORDERS & INQUIRIES (JAN-OCT): 10AM-4PM Tuesday through Friday
We do try to answer and/or return calls other days/times where possible, even if we're away at food shows, visiting regional retailers, or at special events.
EMAIL INQUIRIES & ORDER STATUS: This email account is checked frequently (from 10AM well into the evening hours) Monday through Saturday. We return emails promptly.
We are ALWAYS UNAVAILABLE on Sundays

We are closed on the following holidays:
New Year's Day, Memorial Day, July 4th, Labor Day, and Thanksgiving Day.
During the 2023 Christmas holiday, we are closed from 6PM on December 22nd (our final will-call lobby day of the season) through Christmas Day. During the Christmas-to-New Year's break our will call lobby is open by appointment only but we are taking orders and shipping.



WILL CALL LOBBY

January through October: By Appointment Only

Shipping warehouse: 9991 N. Lyle Loop Ste B, Hayden, ID 83835


Ordering & Shipping

We accept MasterCard, American Express, Discover, and Visa.

Warm Weather Shipping Advisory

Chocolate (and the chocolate on our English Toffee) gets soft and starts to melt at temps over about 75-80 degrees. Even if the ambient air temp is in the 60's, if a shipment is in a hot delivery vehicle in the sun, candy can very easily wind up arriving looking considerably worse for the wear. We don't want that...you don't want that.

READ BEFORE ORDERING

  1. If you do not select COLD PACK 2nd Day Air shipping and your order melts, we CANNOT replace or refund your order.
    Please look at the weather between northern Idaho and your desired shipping destination to see if your package must travel through warm areas. (Example: While coastal San Diego may be 70º and lovely in June, economy ground shipping means the package will go through Las Vegas on I-15 and chocolate will melt enroute).
    Soft Peanut Brittle is pretty heat stable, so if you want to send a box of candy via economy shipping, please send Soft Peanut Brittle, which will get soft in the heat but will firm back up nicely at room temperature.
  2. TRACK YOUR PACKAGE:
    Due to the volume of shipments, we do not individual follow up on the progress of every package that leaves our production facility. Please be sure when you receive tracking information from us that you FOLLOW UP to see when your package is arriving, either to you or to the person to whom you have sent a gift.
    NOTE: Unless you have selected 2nd Day Air cold pack shipping, it's important to understand that no economy ground deliveries have guaranteed delivery dates, and anything you may see for USPS or UPS ground shipments are estimated dates only.
  3. BE HOME FOR DELIVERY (or have your gift recipient home to receive their gift).
    We understand the amazing element of a surprise gift. But a person arriving home at 7PM after a long day working in a Florida summer to find a melting box of candy on their doorstep is not very "gifty". Even a cold-packed insulated box of candy will melt if left out in the heat long enough. Much better to have someone expecting a "surprise gift" and be home awaiting a beautiful box of candy.
    Suggestion: Ship to a person's gift to their place of work, where it's more likely to be climate-controlled.
  4. COLD PACK GUARANTEE:
    IF you purchased COLD PACK 2nd DAY shipping and your order melts, we will replace your order at our expense provided it is reported to us within 12 hours of the posted delivery time (which we can see in our tracking software).
    Cold-Packed 2nd Day Air order ship Mon-Wed only. Any cold-pack orders received after noon (Pacific Time) on Wednesday will ship the following Monday to avoid melting over a weekend.


Feel free to contact us with questions prior to ordering if you have any concerns. We're happy to check shipping routes and daytime highs in your region and advise you on the need to cold pack and order in warm weather.

With candy shipping just follow the best practice: If ever in doubt...COLD PACK SHIP.

ECONOMY SHIPPING (excluding cold-pack expedited shipping)
Western USA: $12 flate rate (up to 3lbs)
Midwest: $14 flate rate (up to 3lbs)
Eastern USA, Hawaii, Alaska: $17 flate rate (up to 3lbs)
Delivery time for economy shipping is generally 3-5 days per map below. (Orange is 1-2 days, Yellow is 2-4 days, etc)

OVER 3 LBS (via USPS) is computed in real-time from UPS and USPS Priority rate tables.


UPS: We offer UPS Ground and 2nd Day Air shipping. For packages up to 3lbs, we offer various flat rate 2nd Day Air and cold pack shipping rates. For UPS packages over 3lbs, we link to real-time rate tables for shipping costs.


Corporate Accounts & Resale to Retailers







Order Changes/
Cancellation

We are happy to work with businesses to provide special pricing for bulk purchasing for client gifts and employee appreciation/incentives, supplier and vendor gifts, etc. On orders placed over 45 days in advance of the pickup/shipping date, we bill 1/3 up front, 1/3 thirty days prior to pickup/shipping, and the final 1/3 three business days prior to pickup/shipping. For orders placed within 45 days of desired pickup/shipping date, we bill half up front and the remainder 3-5 business days prior to the scheduled shipping or pick up date.

We offer reseller margins for culinary/kitchenware stores, upscale gift shops and boutiques, specialty/imported food stores, and other similar types of established retailers that are a good fit with our target audience for premium confections. Minimum opening order requirements apply. Additional margins and shipping discounts offered for larger order.



After an order has entered our production schedule (roughly 45 days prior to delivery date) and we have allocated resources for it, the order is final. 

Changes to orders may be made before the order enters our production schedule. After that time, reasonable additions to an order are usually possible but deleting items off an order already in production is not possible. Again, it's a simple question of our business needing to allocate resources to effectively serve our clients. 

LARGE HOLIDAY ORDER CHANGES: We generally put large orders into production 30-45 days prior to the shipping/pick-up date. Once we are within the 30-day window, we may not be able to alter an order's selections or sizes, although we can generally add to an order without issue.

The bottom line is that we will seriously endeavor to be responsive to your needs to the greatest extent possible within the confines of our production schedule here.


Service
If you ever have a problem or concern about an order, we want to hear about it immediately. There is no excuse for poor service, not from us, not from anybody. We pride ourselves on not only making unique and superior confections but in taking care of those who choose to do business with us.

The bottom line is that the axioms of service, quality, price, and performance don't change just because you order via the internet. You get what you pay for in life.

Sincerely,

Pamela Robinson, Founder and Owner

Robinson Soft Brittle, LLC