FAQs

Frequently Asked Questions (FAQs)

Do Nama Chocolates contain liquor?

Most of our Nama Chocolates contain liquor. We also have liquor-free options available like our Nama Chocolate “Mild Cacao”, Nama Chocolate "Mild Milk", Nama Chocolate "Mild White", Nama Chocolate "Ecuador Sweet", and Nama Chocolate “Ghana Bitter”. Please also check the ingredients list for each of our confections which can be found on the nutrition label on the packaging as well as on our website.
Which confections are liquor-free?

Most of our confections are liquor-free. If liquor is used as an ingredient, it will be listed on the product's ingredient list located in the nutritional section of the packaging.
Where can I find the nutrition information?

All of our confections have a nutrition label on the packaging as well as on our website. You may find the nutrition facts on the description page of each product.
Why does the Nama Chocolate not have an exterior plastic covering?

Nama Chocolate flavors have exterior packaging without plastic covering or wrapping. We have transitioned towards more sustainable packaging by utilizing less plastic on our products.
Where is the Nama Chocolate fork?

We have eliminated the plastic forks in our Nama Chocolates for a more sustainable packaging.
Where are your confections made?

All of our confections are manufactured and packaged in Hokkaido, Japan.
Are your chocolates organic?

All of our confections are sustainably sourced; however, we do not offer organic confections at this time.
Are all your ingredients sourced from Japan?

We source raw ingredients from around the world, but our confections are all made into final products in Hokkaido.
Are ROYCE’ Chocolate confections certified Kosher?

ROYCE’ Chocolate confections are not Kosher certified.
Are ROYCE’ Chocolate confections certified Halal?

ROYCE’ Chocolate confections are not Halal certified.
Do you have vegan confections?

We do not offer vegan chocolates at this time.
Do you have raw chocolate?

We do not offer raw chocolate at this time. All of our confections have been processed with other ingredients such as fresh cream and sugar.
Do you have sugar-free/reduced-sugar confections?

We do not produce sugar-free/reduced-sugar products at this time. We recommend our dark chocolate selections for healthier options.

Can I store Nama Chocolate in the freezer to extend shelf life?

Nama Chocolates require refrigeration storage at all times. We recommend consumption within 30 days regardless if the box has been opened or not.
How long will Nama Chocolates and Petite Truffes remain fresh?

Nama Chocolates and Petite Truffes are best consumed within 30 days once the package is delivered and received. Nama Chocolates and Petite Truffes must always be kept in refrigeration storage.
How long will Potatochip Chocolates last?

Potatochip Chocolates require room temperature storage and should be consumed within 30 days once the package has been delivered and received.
What is the shelf life for room-temperature chocolates?

Selections such as Gift Sets, Chocolate Bars, Chocolate Wafers, Pure Chocolates, Potechi Crunch Chocolate, Baton Cookies, Marshmallow Chocolates, Cranberry Chocolate, Macadamia Chocolate, Macadamia Gianduja Chocolate, Blueberry Chocolate, Coffee Beans Chocolate, Petit Kurumaro Chocolat, Matcha Chocolate, Tea Chocolat “Hojicha & Matcha”, Matcha Almond Chocolate, and other confections good for room temperature are best consumed within 90 days once the package is delivered and received.

Where can I find the allergen information?

Allergen information is available for each of our confections. You may find this on the packaging as well as on the description page of each product. We recommend checking the allergen information to make sure it doesn’t contain any of your allergy or dietary restrictions.
Where can I find the nutrition information?

Nutrition information is available for each of our confections. You may find this on the packaging as well as on the description page of each product.
Are ROYCE’ Chocolate confections gluten-free?

Most of our confections are gluten-free except for products that contain wheat. Please be advised that our confections are manufactured in a mixed-use facility that handles wheat and other allergens.
Which confections contain gluten?

Bar Chocolate "Nut" (12 PCS), Matcha Bar Chocolate (12 PCS), Fruit Bar Chocolate (12 PCS), "Baton Cookies "Fromage (25 PCS)", Baton Cookies "Matcha (25 PCS)", Baton Cookies "Coconut (25 PCS)", Baton Cookies "Hazel Cacao (25 PCS)", Chocolate Wafers "Hazel Cream (12 PCS)", Chocolate Wafers "Tiramisu Cream (12 PCS)", Chocolate Wafers "Strawberry Cream (12 PCS)", Chocolate Wafers "Matcha (12 PCS)", Gift Sets, and select seasonal confections. Please be advised that our confections are manufactured in a mixed-use facility that handles wheat and other allergens.
Are ROYCE’ Chocolate confections liquor-free?

Our confections are liquor-free except for the liquor-infused chocolates listed below. We do not offer liquor-filled confections.
Which confections contain liquor?

Nama Chocolate "Au Lait", Nama Chocolate "Champagne Pierre Mignon", Nama Chocolate "Matcha", Nama Chocolate "Bitter", Nama Chocolate "White", Nama Chocolate "Islay Whisky (Port Charlotte)", Chocolate Bar "Rum & Raisin", and select seasonal confections. Please check the ingredients list for each of our confections. You may find this on the packaging as well as on the description page of each product.

When will my order ship?

Delivery schedules are based on estimated shipping times and may vary depending on your location. There is no Monday, Saturday, nor Sunday delivery. Rest assured, we work hard to ship your order promptly and will keep you updated every step of the way.
Where is my tracking number?

An additional email with a UPS tracking number and link will be sent to you as we begin processing your order. Please make sure the email address that you have provided is correct. Please check both your Main Inbox and Spam Folder. After shipments leave ROYCE' Chocolate's fulfillment facility and are in possession of UPS, ROYCE' Chocolate is not liable for UPS delivery timing. Customers can track their order's transit status at UPS.
Why is my tracking information not updated?

Tracking information should be updated within 24 hours after the label has been generated or as soon as UPS has received your package.
Which carrier do you use for shipping?

We use UPS. Please be advised that any last-minute address changes would highly likely delay your package’s delivery day and time by at least 24 hours.
Do you ship internationally?

We only ship within the mainland continental United States. We do not ship to states outside the mainland continental US such as Alaska and Hawaii, special US territories such as Puerto Rico. We do not ship to Canada, Mexico, and other international destinations and countries outside the mainland continental US.
Do you have ROYCE’ boutiques in other countries?

Please visit www.royce.com/contents/english_usa/ for information on ROYCE’ boutiques across the globe.
How do I place an order for shipping to a recipient in Japan?

You may place your order through our ROYCE’ Japan website at www.royce.com.
Do you ship to post office boxes?

We do not ship to PO Boxes and APO/FPO addresses. We apologize for any inconvenience.
Can I cancel/edit my order?

We are unable to adjust and/or edit an order after it has been submitted and the payment has been processed. For order cancellations and urgent inquiries, please email our Customer Care team at orders@roycechocolate.com within 24 hours of completing the online order for further assistance.
Do you have curb-side service?

For pre-orders and same-day boutique pickups, please call the boutique you wish to visit. Please visit our Locations Page: https://roycechocolate.com/pages/store-locator for the contact information of each location.
What should I do if the chocolates arrive damaged?

Please take photos of all the chocolates that you received and send us an email at orders@roycechocolate.com as soon as the chocolates have been received and opened. Kindly include your order number.
What should I do if my package has been stolen?

Please email us your order number at orders@roycechocolate.com for assistance. You may also file a claim with UPS.
Which credit cards do you accept?

We accept all major credit cards. We also accept Apple Pay and Google Pay.

How are the confections kept cool in transit?

Our Online Orders are shipped in insulated packaging with dry ice and/or cooling agents year-round. We will do our best to maintain the quality of our confections upon delivery during warm weather months.
Why is there no dry ice inside my order?

Please be advised that it is normal if the dry ice has completely sublimated by the time the package has been delivered. This is part of the dry ice’s function to ensure that the confections are in excellent condition while in-transit.

For extra precaution, all packages include a Dry Ice card containing care and handling instructions.
Why are there water droplets inside the package?

Our confections are shipped frozen and some moisture may appear inside the package due to changes in temperature during transit.
Why is the dry ice bag open/not sealed?

We keep the bags open for ventilation and to allow the dry ice to keep the confections cool. Dry ice cannot be stored in airtight containers as it may burst during sublimation which is part of its function.

How can I add a gift note?

You may add your gift note in the Add Gift Message section at checkout. Gift messages will be printed on paper together with the label.
Where can I find the gift message?

Please check the shipping label. Gift messages are printed on the folded side.
How do I find the sender information on the gift I received?

Please check the shipping label. Gift messages will be printed on paper together with the label. Please be advised that some senders do not include their information. Kindly send us an email at orders@roycechocolate.com for further assistance.
Where do I find information on what is shipped in the box?

Please check the shipping label attached outside the package.
How do I send back a gift I received?

All sales are final. No returns, refunds, nor exchanges are allowed unless stated otherwise by ROYCE' Confect USA.

Kindly send an email to orders@roycechocolate.com for any issues about your order within 7 days of receiving it.
Can you provide gift-wrapping for my online order?

Because of dry ice content, items will be shipped in their original packaging without additional gift wrapping.
Do you include receipts with retail price on online orders?

We do not include receipts and billing information for all online orders. The chocolates do not have retail price stickers on the packaging.

How do I place an order for pick-up?

Please visit our Locations Page: https://roycechocolate.com/pages/store-locator and call the ROYCE’ Boutique that you would like to order from for assistance.
Do you offer same-day delivery?

You may place an order through our third-party food delivery apps for same-day delivery if you are close to one of our boutiques.
What are the participating third-party delivery apps?

Fantuan, Doordash, Grubhub, and Uber Eats.
Can someone else pick up my order?

If someone else will pick up your order, please forward the email confirmation to the person picking it up. Please let us know who will be picking up your order and make sure they have proof of ID.
What do I need to bring for boutique pickup?

Please be advised that we would require identification for online order pickup.

Please ensure that the ID is valid and not expired.

For easy order pickup, please bring the following items with you to the boutique:
- Photo ID matching the cardholder's name
- The credit card used for the purchase
- Your order confirmation number

Where can I get your product catalog?

Please email us your request at orders@roycechocolate.com and we will send you a link to our digital catalog.
What information do I need to provide?

Please fill out our Corporate Gifting Inquiry form: https://roycechocolate.com/pages/corporate-gifting-inquiry.
Do you offer discounts on bulk orders for corporate gifting?

Please email us at orders@roycechocolate.com so we can provide you with more information or you may submit a Corporate Gifting Inquiry form: https://roycechocolate.com/pages/corporate-gifting-inquiry.
Can you make custom packaging for corporate orders and special occasions?

We are unable to customize our packaging at this time. However, if you are able to provide your own custom packaging with your company logo, we would be happy to pack them for you.
How far in advance should I place my corporate/holiday order?

You may place your corporate/holiday order as early as 4 months in advance to secure your order. Due to the high volume of orders during the holiday season, we recommend that you order our seasonal holiday confections ahead of time.
Can I add a Message Card?

You have the option to provide us with your own customized card with a greeting that we can add for each gift or we can add a small ROYCE' card with a personalized greeting from you.
Can I send chocolates to multiple recipients on a single address?

We apologize but we can only deliver to one recipient per address. If you have multiple recipients on a single address, please have a dedicated person who would be able to receive and distribute the chocolates to the other recipients.
Can I ship to multiple addresses?

For Corporate Orders shipped to multiple addresses or recipients, please visit our Corporate Gifting Inquiry page and fill out the form to submit your request online. You may also send us a direct email at orders@roycechocolate.com.
Do you provide Complimentary Gift Wrapping?

We provide complimentary gift wrapping for same-day delivery only. Due to dry ice content, items to be shipped to recipients will be shipped in their original packaging without additional gift wrapping.
What is the payment process for Corporate Orders?

The invoice will be sent separately via email. The order will be processed only after online payment has been processed and completed.
Do you offer same-day delivery?

Please email us at orders@roycechocolate.com.
What are the shipping fees?

Please email us at orders@roycechocolate.com.

The Loyalty Program for Online Orders is separate from our In-Store Loyalty Program

How do I sign-up for the rewards program?

Create a ROYCE’ account on our website and earn 1 Gold Coin for every $1 spent.
How can I redeem my gold coins?

You will be able to redeem your coupon once you have earned enough gold coins.

500 Gold Coins = $25 off coupon
1000 Gold Coins = $50 off coupon
2500 Gold Coins = $125 off coupon
Why can’t I login to my account?

Please email us your account information at orders@roycechocolate.com so we can check your account.
I created an account after placing my order. Can I still earn gold coins for my recent purchase?

Please email us at orders@roycechocolate.com for assistance. Please provide your order number and account information.
Why are my gold coins not adding up?

Please email us at orders@roycechocolate.com for assistance. Please provide your order number and account information.

The In-Store Loyalty Program is separate from our Loyalty Program for Online Orders

How does your In-Store Loyalty Program work?

You will earn 1 star for every $40+ transaction before tax on a single transaction. You may claim 1 FREE Nama Chocolate (classic flavor of your choice) once you have collected 10 stars.
Do the loyalty stars expire?

The loyalty stars do not expire.
How do I sign-up for the In-Store Loyalty Program?

You may create an account by entering your phone number at checkout. Our associates would be happy to assist you.
How do I earn stars?

You will earn 1 star for every $40+ transaction before tax on a single transaction. This applies to both in-store purchases and order pickups placed through our boutiques' direct pre-order sites (where applicable).

Do you have gift cards available for purchase?

You may purchase a gift card from our website. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.
Can I use the gift card for in-store purchases?

ROYCE’ Gift Cards purchased from our website can only be used for online purchases at www.roycechocolate.com.
Where can I save the digital gift card?

You have the option to add/save your digital gift card on your Apple Wallet.
Do gift cards expire?

ROYCE’ Gift Cards do not expire.