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The Smile ‘n Say Chocolate! staff is dedicated to providing our customers with quality products and outstanding customer service. For your convenience, we have put together a list of answers to some of the most frequently asked questions as you consider your purchase. Hopefully, this will help you understand the process and what is involved in creating your customized printed chocolate gifts. If you have additional questions, please feel free to contact us at info@smilensaychocolate.com and we will respond as soon as possible.
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FOR IMPORTANT INFORMATION REGARDING ALLERGIES, PLEASE READ FURTHER!
What if I don’t have my own photo or image to submit for the printable chocolate products?
No, problem…we have a gallery of artwork and will make suggestions based on your specifications.
Why is there a “setup fee” for the printed products?
This is a fee charged for the artistic setup process that takes place prior to printing.
Requests to change artwork is limited to 2 small changes. If additonal changes are requested, there will be additional fees incurred.
We spend valuable time setting up and "adjusting" artwork that our customers send to us, however, as a special courtesy, fees are waived for larger orders.
What kind of pictures can be submitted for printing on the chocolate products?
The quality of the printed image on our chocolate depends largely on the quality of the image we receive from you. Digital photos should be at least 600 DPI (dots per inch) or greater; unaltered and submitted in JPEG or PSD formats. We use licensed software compatible with our edible image printer to build the images for our specific products. (Note:It is not Photoshop)
We have the capability to scan your photo if you do not have the original digital format and will work with it to get the best print possible. If you are submitting your artwork via email, please do not compress or reduce the size, as this will result in dramatic loss in quality.
Photos that are very dark or blurry are difficult to work with and light backgrounds work best. The better the photo, the better the result – if your photo is of poor quality, we simply cannot fix it. If you send us an image with a dark background, please be aware that we will remove it in order to achieve the best print results.
***************************** IMPORTANT POLICIES _ PLEASE READ *********************************
We reserve the right to refuse pornographic submissions and messages that are vulgar in nature and/or any other items which we deem questionable. In addition, we require that you submit a Letter of Consent from the owner of the image or logo, for use of any copyrighted material.
What kind of print quality should be expected?
The quality of our work is excellent!!! There is no other technology available that can do better.
We make every effort to reproduce and match the quality of the original images we receive; however, there are some limitations. Some shadowy items may not print very well since food coloring does not necessarily mix the same way regular ink would. If the image needs to be enlarged, some of the quality will be lost. Since the food grade “ink” (which is really 100% edible food coloring) is limited in its color reproduction capabilities - we cannot “guarantee” exact tone matches.
Keep in mind that we are printing on a thin layer of icing, not paper, so the results will not be quite the same, however; we do all we can to adjust the artwork/photo images to attain the best print results possible on your chocolate pieces. We feel you will be most pleased with the results. Take a moment to visit the Chocolate News tab featuring examples of our work.
Can I purchase samples of the printed chocolates?
Yes, you may order a sample pack. You will be charged a fee (based on contents) and shipping will be included. Products and designs will be of our choosing. If you require your logo, there will be a $15 set up fee added. Please call 505-79-3553 to discuss your needs.
How long does it take to get my order?
It depends on the size and complexity of your order and stock levels. You will be contacted regarding availability and delivery. Be sure to include both a day and evening phone number where you can be reached.
During the holiday seasons, we will post submission deadlines to ensure that your order can ship in time to arrive for the holiday. See the Chocolate News & Updates page for posting. Be sure to plan ahead! :)
Where do you ship?
We ship to anywhere in the United States and will ship in the most cost effective manner available. Please refer to warm weather shipping information below.
Do you ship in warm weather and to warm locations?
During the warm weather season, we only ship on Mon & Tues and use special packaging (ice packs/insulation). We charge an additional $10.00/per box for this special packaging. All shipments will be next day – overnight, to ensure that you receive your products in good condition. We require that someone be home or at the shipping address to receive your product.
(We cannot ship to PO Boxes) It is chocolate and we do not want it to be sitting on your doorstep or in a mailbox in the dead heat of the summer! When you place your order, please keep these requirements in mind. Warning: Shipping to warm weather locations or during the warm season is EXPENSIVE due to overnight shipping costs. !
During the cooler months, we can ship any method with the exception of orders shipping to hot locations.
Do you put gift cards in with the orders that are shipped?
We will enclose a small gift card in your order with a messge from you. Just let us know what you want it to say when placing your order.
Return address for shipments is the busines address.
What method of payments do you accept? What about COD?
Cash - but only if you are local. DO NOT send cash through the mail.
Debit/credit cards: MasterCard, Visa and Discover are accepted-Checks require ID
Important Note: Checks must clear first, before we will print, for obvious reasons.
Returned checks will incur a fee of $35.
We will not ship COD.
Do you handle RUSH orders?
We will do our best to work with you on rush orders and a fee of $35 will be applied to your order.
In most cases, we should be able to accommodate you. We will discuss this at the time you place your order to make that determination.
We encourage you to order in ample time, to allow for the proof process.
Do you have "nut-free" chocolates?
Only the chocolates we print on, are created in a "nut-free" environment. Other products may be produced in an environment where nuts are used.
What is the white stuff on the chocolate you print on?
There is a thin layer of white royal icing on the surface of the chocolate that provides the best background for printing images. If you think about it, if you tried to print on brown paper, you would not produce very clear pictures/images – it would be very murky.
IMPORTANT ALLERGY INFORMATION: Royal Icing may contain eggwhites
What is your cancellation policy?
Each order is a custom order, therefore we do not allow cancellations once the order has been placed.
What if my order arrives in damaged condition?
If your order is shipped and recieved in damaged condition, you will be required to file a claim with the shipper.
All orders are inspected carefully prior to packing and shipping to ensure the highest quality. In the event that you believe that your order is defective due to manufacturing, it will be subject to review for a determination of action. In such cases, please contact us immediately and you will be instructed to fill out a claim form. We do not issue refunds, however, we may end up replacing product if it is deemed a manufacturing issue.
How should I store my chocolate products?
Chocolates are sensitive to the environment. Please store you chocolates in a cool, dry, dark location. (secure container)
Heat, humidity, light (artificial and sunlight), and changes in temperature, all effect the shelf life of chocolate! If exposed to unfavorable conditions, it may change the appearance of the chocolate. Handle with care!!
Better yet, EAT IT...share it and enjoy!
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