Q: I’m having technical difficulties. What do I do?
Q: 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.
We accept Visa, MasterCard, Amex and PayPal.
Q: 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.
Q: Do you have email newsletters? How do I sign up?
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-5pm PT, Monday-Friday).
Q: Can I create a custom box of chocolates online?
Please call 1.888.478.7397 or email email@example.com and we will be happy to create a custom box of chocolates for you. All Purdys shops are also able to customize boxed chocolates. Find your nearest Purdys.
Q: 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.
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:
Shipping & Delivery
Q: Where does Purdys ship to?
We ship within Canada, to the USA and to many other countries around the world. Learn more about shipping.
Standard shipping within Canada typically takes 3-12 business days including processing time. We also offer Express and Priority shipping.
Q: 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.
Q: 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.
Q: 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.
Q: 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.
Q: 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 firstname.lastname@example.org 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.
Q: 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.
Q: Can I purchase online and pick up my order in a shop?
Unfortunately we do not offer this service at this time. We suggest you complete your purchase online or visit a local shop.
Business Gifts & Wedding/Party Favours
Q: 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.
Q: What customization or personalization options are available?
Allergy & Dietary Information
Q: 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 with your questions.
Q: 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.
Q: 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.
Q: Does Purdys have kosher-certified products?
Yes, see the complete kosher-certified collection of chocolates here.
Q: 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.
Q: 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.
Q: 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.
Q: How do I apply for a job with Purdys?
To search our current openings, visit Careers.
Q: What do I do if I want information from Purdys in an alternative format?
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.