FREQUENTLY ASKED QUESTIONS
ALL NUM PRODUCTS ARE MADE IN A GLUTEN-FREE MANUFACTURING KITCHEN AND ARE SHELF-STABLE. IF YOUR PRODUCT COMES WARM SIMPLY PUT IT IN THE FREEZER TO SET BACK UP.
Q. DESSERT STORAGE?
A. PLEASE FREEZE UPON ARRIVAL. KEEP DESSERTS IN THE FREEZER UNTIL YOU ARE READY TO EAT THEM. TAKE THEM OUT AND LET THAW ON THE COUNTER UNTIL SOFT.
OUR PRODUCTS MAY CONTAIN TRACES OF *PEANUTS, TREE NUTS, MILK, EGGS, COCONUT & SOY
Q. Is Shipping guaranteed?
A. WE SHIP WITH UPS EXPRESS WHICH CAN TAKE UP TO 4 BUSINESS DAYS. We like everyone else cannot guarantee shipping times and refunds will not be given due to shipping delays.
Q. How long can my products be in the mail before I can get refunded?
A. Our products are safe in the mail, even in hot temperatures. We do however want our turnaround time to be as quickly as possible for our customers. If your package has been stuck in the mail for a week or more we are more than happy to refund your order or to send you a new fresh box.
Q. Are your products shelf stable?
A. YES! We have had our formulas tested to make sure they are shelf stable which means yes they are freshly made and they are NOT perishable. If you live in a warm state and they come warm, simply put them in the freezer to set back up and you are good to go. Feel free to email us if you have more specific questions.
Q. Do you offer refrigerated or cooled shipping?
A. We DO NOT OFFER CHILLED SHIPPING AT THIS TIME.
Q. Why do I not have my entire order in one box?
A. IF YOU ORDER MORE THAN 4 BOXES PLEASE BE AWARE YOUR ORDER WILL ARRIVE IN 2 BOXES. WE HAVE TO SHIP LARGE ORDERS IN 2 BOXES TO AVOID QUALITY ISSUES WITH WEIGHT.
Q. What sweeteners do you use in your desserts?
A. Our desserts are made with the highest quality ingredients. Erythritol & Monk Fruit If you have a reaction to sweeteners PLEASE DO NOT try our desserts.
Q. I am not getting a reply to my email. What should I do?
A. Customer service is our TOP priority. We are a small business and our customer service team works diligently to answer all emails and questions in a timely manner. If you have NOT received a reply within 48 hrs it means we didn't get your message. Please try sending it again or contacting us vis INSTAGRAM DM or FB MESSAGE.
*CUSTOMER SERVICE HRS ARE MON-SAT*
PLEASE KEEP THIS IN MIND WHEN WAITING FOR A RESPONSE
You can email: firstname.lastname@example.org
Q. I am trying to order but it won't work, what should I do?
A. If you are trying to order and it won't work its because we have sold out or you need to refresh your tab.
Q. I ordered desserts but didn't get a tracking number? I need an update on my order.
A. You will be sent an email with an attached tracking number as soon as your order is shipped. If you don't see it check your spam. If you still don't see it please let us know and we will be happy to help you.
Q. I ordered desserts but don't know when they will be delivered? When should I expect my delivery?
A. We ship all of our Desserts Mon-Wednesday to avoid unnecessary delays on the weekends
Q. My tracking # says its unavailable what does that mean?
A. Fedex can take up to 12 hrs to update tracking information once shipped. If we have NOT emailed you directly about your order being delayed they are on their way to you.
Q. Do you ship worldwide?
A. No. We only ship within the U.S.
Q. Do you offer expedited shipping?
A. Yes we offer overnight shipping on our website.
Q. I shipped my desserts to my office but my shipment won't be there until Saturday, will they stay good?
A. Please ship to your home. We cannot be held responsible for when packages arrive. Please plan accordingly.
Q. Do you ship out of state?
A. Yes, we sure do :)
Q. What's the best way to eat our desserts?
A. Any way you like! They are great cold but warming them up in the microwave for 5-10 seconds will make them soooo gooey and even more delicious.
Q. Where do you bake the desserts?
A. We have a licensed manufacturing commercial kitchen here in Logan that we bake them in.
Q. Are they baked or fried?
A. All of our desserts are baked.
Q. Do your desserts contain nuts?
A. Most of our desserts have almond flour in them. A couple flavors do contain peanuts and other tree nuts. Please check the flavors before ordering.
Q. Can you customize my order?
A. Not at this time. We cannot customize orders in sample packs, 6 packs, etc.
Q. Do your desserts have dairy?
A. They include butter and some do include cream. We do have a dairy free and a few vegan options though.
Q. Do you list your total carbs or just net carbs?
A. We break all of our recipes down into both for you, you can find all of that information on the flavors and nutritional information tab.
Q. What kind of oil do you use in your desserts?
A. We only use organic high-quality coconut oil and olive oil.
Q. What kind of flour do you use in your desserts?
A. We use both coconut & almond flour. If you have an allergy to one or the other check out our flavor & nutritional page for a breakdown of flavors and ingredients.
Q. Where are you located?
A. We are based in Logan UT.
Q. Is there anywhere else I can get your desserts?
- Lees Marketplace Grocery Stores
- Select Twisted Sugar Locations
- California Costco Roadshows