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FAQs

You can find answers to our most commonly asked questions here. Still have a question? Reach out to us by phone at 1.866.477.8739 or by email at sales@purdys.com and we’d be happy to assist you.

COVID-19

Can I still order online?

Yes! Our online shop is open so you can order your favourite chocolates 24/7.

When will I receive my order?

We’re doing our best to continue to serve our valued customers during this challenging time. As our shipping partners experience delays, we’re unable to make any guarantees on shipping timelines. You can visit www.purdys.com/shipping-gift-guarantee to find our estimated delivery timeframes.

Can I create a custom box/basket of chocolates online or in shops?

Yes, we’re able to pack custom chocolate boxes and baskets online and 16 or 25 pc chocolate boxes at reopened shops across Canada.

Can I get my chocolates gift wrapped/bowed in-shop or for an online order?

At this time, we’re only offering custom logo ribbons for corporate gifting orders. While we love adding special touches to your order, we're currently unable to offer bowing services in our efforts to keep you and our teams safe. We have limited staffing available and safety measures in place to ensure social distancing and decreased contact with our chocolates and products.

Are the packaged chocolates safe from contamination?

Yes, packaged chocolates are safe. According to the latest findings from the BC Center for Disease Control and the WHO, the virus is not found to be spread through food but from person-to-person. Confirmed by the CDC Center for Disease Control and Prevention, there are no known cases of COVID-19 spreading through food.

Is my order safe from contamination?

Yes, your order is safe. We’re closely following the guidance of government and health authorities and we’ve taken further precautionary steps in our retail shops, factory kitchen and fulfillment centre, including increased frequency of regular cleaning and sanitation, to ensure our product safety and quality will not be compromised.

I have questions regarding my order.

Please call us at 1.866.477.8739 ext. 4 or email us at sales@purdys.com and we’d be happy to help you with this. It’d be helpful if you have the order number and/or the email address you made the order with ready.

Shop Reopenings

Which shops are open?

Retail shops across Canada are now open. Keeping you and our team safe is our main priority so we’ve made changes to how things work in our shops as we closely follow the guidance of health and government authorities. For shop re-opening updates, see here.

What are you doing to protect customers and employees?

We’ve made changes to how things work in-shop as we closely follow the guidance of government and health authorities to keep you and our team safe as you shop. Learn more about the safety measures we have in place here.

Do I have to wear a face mask when visiting a Purdys shop?

Keeping you and our team safe is our top priority. Masks or face coverings, which cover the nose, mouth and chin, are now required in all of our Purdys shops. Please see below for a list of those who are exempt from this requirement.

Who is exempt from wearing face masks in-shop?

People who meet one or more of the following conditions are exempt from wearing a mask or face covering and will not be required to provide proof upon entering our shops:

  • Children under two years of age
  • Persons with an underlying medical condition which inhibits their ability to wear a mask or face covering
  • Persons who are unable to place, remove or use a mask or face covering without assistance
  • Employees who are in a designated area not for public access
  • Persons who are reasonably accommodated by not wearing a mask or face covering under the Ontario Human Rights Code

Which chocolates are available?

We’re offering a reduced selection of chocolates but we’ve made sure to include your favourites like Hedgehogs, Sweet Georgia Browns, Himalayan Pink Salt Caramels, assorted chocolate boxes and more.

Why is there a limited collection of chocolates available?

Our Factory Kitchen was closed for several months due to COVID-19. We recently opened our Factory Kitchen again and are back to crafting more chocolate for you.

Is ice cream available?

Our ice cream stations are open. Call or visit your local reopened shop to see what they have available.

Is the chocolate counter open?

Our chocolate counters are open at all reopened shops across Canada.

What forms of payment are you accepting?

We’re currently accepting debit or credit, mall gift cards and Purdys gift cards. We’re closely following the guidance of health and government authorities to keep you as safe as possible as you shop.

Are you accepting gift cards?

Yes, we’re accepting Purdys gift cards and mall gift cards. We ask that you help read the gift card number to us when we process your gift card payment to help reduce contact and interaction.

Is courier service in shops available?

At this moment, we aren’t offering courier service in our shops but you can find all your favorites on Purdys.com and have them delivered straight to your door! We’re limiting the number of team members in our shops to help ensure proper social distancing.

Online Shopping

I’m having technical difficulties. What do I do?

If you’re having difficulty placing an order online, or experiencing other problems with the website, call 1.888.478.7397 or email sales@purdys.com.

How do I reset my password?

If you have forgotten your password, reset it here. Be sure to enter the email address you used to set up your account.

What payment methods do you accept?

We accept Visa, MasterCard, Amex and PayPal.

Is product pricing different online?

Pricing in Purdys shops may differ from prices shown in catalogues or online. Any offer or price shown in catalogues and on Purdys.com will only apply to orders placed through those selling channels. Pricing and offers are subject to change at any time.

I didn’t receive a shipping or order confirmation email. What should I do?

Please call us at 1.866.477.8739 ext. 4 or email us at sales@purdys.com and we’d be happy to help you with this. It’d be helpful if you have the order number and/or the email address you made the order with ready.

Do you have an email newsletter? How do I sign up?

Yes! You can sign up for our email newsletter here. You’ll receive all the latest tasty chocolate news, right in your inbox.

How is my order secure?

Purdys.com uses a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and who are required to keep the information confidential.

When you place an order or access your personal information, Purdys Chocolatier offers the use of a secure server. All of your personal information, including credit card number, name, and address, is transmitted via Secure Socket Layer (SSL) technology. SSL technology is the industry standard for secure online transactions, and then the information is encrypted into our databases, only to be accessed as stated above.

You can also place orders over the phone at 1.888.478.7397 (9am-4pm PT, Monday-Friday).

What are pre-orders?

Christmas pre-order chocolates are not yet ready to ship (we’re currently making them at our Factory Kitchen). Each pre-order has an estimated availability for shipping date which is when the product is expected to become available to ship to you. This date is found at the top of the product page; please make note of the date and the estimated shipping time before purchasing.

When you purchase seasonal pre-orders:
Your credit card is charged when you place your order.
We ship your entire order together when all products become available to ship and notify you by email. This may take up to 5 weeks. When placing pre-orders, you agree to these terms.

If your order includes both pre-order and in-stock items:
To receive in-stock items immediately, please select the Ship to Multiple Addresses tab during checkout and place your seasonal pre-orders in a separate shipment, even if you’re shipping all your products to the same address. We will notify you by email when each shipment is sent.

For questions about pre-orders:
Live chat with one of our customer service specialists
Email sales@purdys.com and include "Seasonal pre-order" in the subject line
Call 1.888.478.7397 ext. 4 to reach a customer service specialist

Do you offer volume discounts?

Yes, you can save up to 20% on large orders. Discounts are calculated on merchandise total, before shipping and/or tax. See Business Gifts for more information.

Shipping & Delivery

Where does Purdys ship to?

We ship within Canada, to the USA and to many other countries around the world. Learn more about shipping.

How do I track my order?

When your order is shipped from our warehouse, we will send you an email to confirm your shipment; this email will include a tracking number and a link to enable you to track your package.

How do I change or cancel my order?

We do not normally accept order cancellations or changes once an order has been processed. If you have a question about your order, please contact us at 1.888.478.7397 and quote your order number.

Can I ship to more than one person on one order?

Yes, you can ship to up to 6 different addresses in a single order. Please select the Ship to Multiple Addresses tab during checkout.

Can you hold my order for a future date?

Yes, we can hold your order for a future delivery date. During checkout, after you select shipping method, you may add delivery instructions and specify a future arrival date.

Can I return my order?

We guarantee the quality of our products and take great care to ensure your gifts arrive in perfect condition, as if you'd delivered them yourself. If your order is incorrect or damaged in any way, please call 1.888.478.7397 or email sales@purdys.com within 15 days of delivery and we will promptly send a replacement.

We do not accept product returns; all products are final sale.

Gift cards cannot be exchanged or returned for cash, credit or cheque.

Can you ship during warm weather?

Yes, we absolutely can ship during warm weather. During the warmer months, orders are packed in insulated containers with reusable gel ice packs and shipped Express at an additional cost. This is to reduce the risk of melting and ensure speedy delivery.

Can I purchase online and pick up my order in a shop?

Select bestsellers are available for pick up at the following shops when ordered through Door Dash.

AB:

Chinook Centre

BC:

South Granville
Guildford Town Centre

Do you offer same day delivery?

We’re offering same day delivery of select bestsellers through Door Dash. This service is available at three shops:

AB:

Chinook Centre

BC:

South Granville
Guildford Town Centre

Can I order through an online food delivery service?

We’ve partnered with Door Dash so you can order select bestsellers through an online delivery service. This service is available at three shops:

AB:

Chinook Centre

BC:

South Granville
Guildford Town Centre

Allergy & Dietary Information

How can I obtain product ingredient information?

All of our products have ingredients listed on their packaging and online. If you cannot find what you're looking for, please email us at sales@purdys.com with your questions.

Does Purdys have low-carb or sugar-free chocolates?

Purdys has a line of No Sugar Added chocolates, sweetened with maltitol and isomalt, as a potential alternative for diabetics or those looking to decrease glucose intake. See the complete collection here.

Maltitol and isomalt are sugar alcohols. Sugar alcohols are carbohydrates with a chemical structure that partially resembles sugar and partially resembles alcohol. Due to this unique chemical structure, they are slowly and incompletely absorbed and metabolized by the body. As such, maltitol and isomalt contribute fewer calories after consumption than most sugars. Because of this slow digestion process, consumption of maltitol and isomalt may have a lesser effect on blood glucose levels and insulin response than regular sugar.

Those with diabetes should consult their physicians or health professionals about the effects of maltitol and isomalt in their diets. Diabetic consumers should monitor their responses to consumption of maltitol, isomalt or other sugar alcohols, as individual responses may vary. Excessive consumption of maltitol and isomalt may cause bloating and/or diarrhea.

Does Purdys have nut-free chocolates?

Unfortunately, none of our chocolates on Purdys.com can be labelled nut-free as all products are made and packaged in the same facility.

We do have a nut-free milk chocolate fundraising bar that you can purchase here.

Does Purdys have kosher-certified products?

Yes, see the complete kosher-certified collection of chocolates here.

General Information

What is the best way to store Purdys chocolates after I receive my order?

Chocolate is best stored at 20-22°C and consumed within approximately 3-4 weeks after purchase.

I’d like to own a Purdys’ franchise. How do I get started?

Purdys Chocolatier owns and operates all of our own retail shops. We do not sell franchises or chocolates wholesale.

Can I take a tour of your Factory Kitchen?

Unfortunately we are not able to offer public tours of our Factory Kitchen at this time.

How do I apply for a job with Purdys?

To search our current openings, visit Careers.

What do I do if I want information from Purdys in an alternative format?

If you would like to access information from Purdys Chocolatier in an alternative format, please email us at choklit@purdys.com or call 1.866.477.8739.

We will provide our accessible customer service policy document in an accessible format, or with communication support, upon request. We will consult with the person making the request to determine the suitability of the format or communication support. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.