Frequently Asked Questions

 

 

What dietary restrictions should I be aware of?

Products may contain milk, soy and almond. In addition, they can be manufactured in a plant that processes milk, soy, peanuts, tree nuts, egg and wheat products.  It is recommended to read the nutritional information for product prior to purchase. These can be found on Frango.com or on the back of each package at a Frango boutique.

Why does my chocolate look foggy / whitish?

That is a natural process that can take place in premium chocolates if stored by the customer or delivery service in less than optimal chocolate conditions, including excessive heat or humidity. It is, however, completely safe to eat.

What are the box dimensions and fill amounts?

The following are the dimensions and ounces:

  • Box of 6, 6 Pieces, Length 2 7/8 x Width 2 7/8 x Height 1 3/8, 2.11 oz
  • Box of 16, 16 Pieces, Length 4 5/8 x Width 4 5/8 x Height 1 3/8, 5.5oz
  • Box of 30, 30 Pieces, Length 6 1/4 x Width 6 1/4, Height 1 3/8, 10.25oz
  • Box of 56, 56 Pieces, Length 8 1/4 x Width 8 1/4 x Height 1 3/8, 19.25oz
  • Round, Estimated 24 Pieces, 3 3/4 Diameter x 4 1/4 Height, 8oz

How long is the product good for (i.e. what is the shelf life)?

The shelf life varies by product due to differences in the recipes.  The exact expiration date can be found on the back of each package.  Currently, the minimum shelf life is 4 months from the date of manufacture on our products.  Please consume products by the designated Best Buy date on the package.

Can I mix different flavors of Frango in one box?

No. We currently do not offer customized flavor boxes.

What is the nutritional information for the Frango Pearls, Mint?

Nutritional Info: Servings: 1, Serv. Size: 3 pieces (4g), Amount per serving: Calories 20, Total Fat 1g (1% DV), Sat. Fat 0.5g (3% DV), Trans Fat 0g, Cholest. 0mg (0% DV), Sodium 0mg (0% DV), Total Carb. 2g (1% DV), Fiber 0g (0% DV), Total Sugars 2g (Incl. 2g Added Sugars, 4% DV), Protein 0g, Vit. D 0mcg (0% DV), Calcium 10mg (0% DV), Iron 0.1mg (0% DV), Potas. 10mg (0% DV).

Ingredients: Milk Chocolate (sugar, milk, chocolate liquor, cocoa butter, soy lecithin [emulsifier], vanilla), Semisweet Chocolate (sugar, unsweetened chocolate, cocoa butter, dextrose, soy lecithin [emulsifier]), Confectioner's Glaze, Gum Arabic, Peppermint Oil CONTAINS: Milk, Soy

Is the Frango website secure?

Yes the website is secure. Frango uses the GeoTrust solution to protect our customers' credit card number and other confidential information.

How do I change my user address/e-mail/log-in/password?

Log in using your current member e-mail and password. Select from the update options available on the left, make your changes, and then save.  If you need assistance, please call our Customer Experience Team at (833) 4-FRANGO.

How do I apply my promotion code to my purchase?

Enter in the promotion code into the promotions section when prompted during check out. The promotion code is valid on purchases through the date and offerings listed in the promotion. Most online promotions are not valid in stores and cannot be applied to previous purchases. Promotions cannot be combined with any other offer, and are VOID if altered, reproduced or unauthorized. Promotions are not redeemable for cash or credit.

What type of payment do you accept?

We accept MasterCard, Visa, Discover, Diners Club and American Express credit cards. You may also pay online using a valid Frango® Gift Card or e-certificate.

Does Frango charge sales tax?

Sales tax is charged for purchases which are shipped within the state of Illinois. Purchases shipped outside of Illinois will not be charged sales tax.

Will I receive an order confirmation e-mail?

We will automatically send you an e-mail confirmation as long as you have provided us with a valid e-mail address. You will also receive a tracking number via e-mail once UPS has picked up the shipment. To ensure that you receive all of our emails, please add noreply@Frango.com to your address book or trusted sender list.

Can I ship multiple items in a box?

Yes, we have the ability to ship items in one box.  Orders will be shipped in the appropriate box size depending on the size of the order.  In the event orders are large, we will ship in multiple boxes to a single address.

Can I choose when my order is shipped?

Yes, you can choose a shipping date up to 28 days from the order date.

What can delay my order?

Incorrect addresses, order changes, legal holidays, inclement weather and unexpected circumstances could delay order processing. Any orders with address issues will be shipped out the following business day from the original ship date.

How do I make changes to my online order?

Changes to orders can be made directly online or by calling a Customer Experience Team member at (883) 4-FRANGO.

Can I cancel my online order?

Orders can be cancelled directly online or by calling a Customer Experience Team member at (883) 4-FRANGO up until your order has been fulfilled.

Do I get charged immediately at the time of purchase?

When your order is placed, an “authorization hold” for the amount of your purchase is temporarily placed on your account. The actual charge is billed to your account at the time your order is shipped.

How do I mail multiple items to multiple recipients?

Directly through our website or by calling our Customer Experience Team at (833) 4-FRANGO.  Items can be selected and shipped to the recipient of your choice.

Is there a limit of multiple addresses I can enter on the website?

Yes. There is a limit of 50 addresses online per transaction.

With multiple address orders, can the shipping method vary (i.e. ground for one recipient; overnight for another)?

Yes. You can choose the type of service per recipient/shipment.

Will the addresses I upload remain on the website and be accessible in the future?

Yes, for registered users. Select the option to save addresses and they will remain in the drop down for multi-addresses.  In addition, as a registered user when you access your account, they will show up in your address book.

Is it possible to add a gift message? Is there a character limit?

Yes. It is possible to add a gift message. The character limit is 140.

Are multiple gift messages available when I order multiple products but to the same address?

No. There is only one gift message per shipment address. However, if you want to separate the one shipment into multiple at check out, then different gift messages can be applied.

Do you provide a generic gift message if no message is selected by the customer?

Yes. A generic gift message will be provided if one is not specified.

Can I pick up Frango in the boutique?

No. We currently do not offer boutique pick-ups.

Shipping Policy

Summer Shipping Policy (May 1–September 30). Everyone loves summer, but it gets hot…and fine chocolates do not do well in the heat! To ensure that your Frango chocolates arrive in excellent condition is our top priority. Therefore, we pack your order in insulated shipping boxes with frozen gel packs. Finally, to avoid your Frango order spending the weekend in transit, we also adhere to this shipping policy from May 1–September 30:

• Ground: No ground shipping between May 1–September 30
• 2nd Day Air: Orders ship on Monday, Tuesday and Wednesday
• Next Day Air: Orders ship on Monday, Tuesday, Wednesday and Thursday

Please note, when necessary, shipments may be held until Monday to avoid shipping over the weekend.

We highly recommend tracking your order and be available to receive the shipment to avoid the risk of the order being exposed to heat and adverse weather conditions upon delivery.  If you have any questions regarding this policy or need assistance in placing your order, please call our customer service team at (833) 4-FRANGO.

When will my order ship?

Orders will be shipped the next business day if placed by 11:59pm and ship via the method selected during checkout: UPS Ground, 2nd Day or Next Day Air. Shipments to warm States may be held on Thursday and Friday and shipped on Monday to ensure packages are received in proper condition. Please contact our Customer Experience Team at (833) 4-FRANGO for questions regarding shipment to warm States.

How do you protect shipments to warm states?

We package each shipment with insulated packaging and ice packs. We recommend if you live in a State which is typically above 70 degrees, that you choose 2nd Day Air for your shipping service.

What is the best service type if I live in a warm State?

We recommend if you live in a State which is typically above 70 degrees, that you choose 2nd Day Air for your shipping service.

Does Frango ship to Canada?

Yes, we do ship to Canada and customers can place orders directly online.  If you need assistance, please contact our Customer Experience Team at (833) 4-FRANGO.

Can I ship or have my order delivered on the weekend?

Except for major holidays, UPS mostly picks up and delivers on weekdays.

Can I ship to a P.O. Box?

No, UPS does not deliver to P.O. Boxes.

Can I ship to a military installation or base?

Please call our Customer Experience Team at (833) 4-FRANGO for assistance.

Does Frango ship internationally?

Except for Canada, we currently are not set up to ship to any other country.  We are working on solutions to provide this as an option to customers.

Do you ship outside the contiguous United States?

Yes, we ship to Alaska, Hawaii and Puerto Rico. All shipments can be made online. Additional charges may apply.

Do I need to be home to receive my shipment?

No, a signature is not required for delivery.  UPS may leave your package at the front door if no one is home.  We cannot be responsible for weather conditions impacting your purchase if left outside.

What is your return policy?

If you are unsatisfied in any way with any of our products, please contact our Customer Experience Team at (833) 4-FRANGO and we will make every reasonable effort to make your Frango Momint memorable.

Can I make a return at a boutique if I purchased online?

No, we cannot accept returns at a boutique at this time.  Please call our Customer Experience Team at (833) 4-FRANGO regarding any returns.