Frequently Asked Questions
How do I contact your customer service?
The easiest way to contact our customer service team is through our chat function on our website, or alternatively, you can also contact us at email@example.com!
Are all of your products vegan?
Yes! Co-founders Brian and Charlie Trupo have made sure that all of our products at Trupo Treats are 100% vegan because they are vegans themselves.
Are all of your products gluten free?
Yes! All of our products are gluten-free.
Is your chocolate produced in an allergen-free facility?
Our Mylk Chocolate, Mylk Chocolate Rice Crunch Bars, Gourmet Hot Chocolates and Vegan Marshmallows are produced in a facility that uses: milk, eggs, and tree nuts.
Our Vegan + Gluten-free Wafer Bars contain: Hazelnut, Peanut, and Coconut. Produced in a facility that uses milk, soy, peanuts, sesame and tree nuts.
What other protocols do you use to ensure foods are free from the food allergens stated on your labels and packaging (including those outside of the top 8)?
Our Mylk Chocolate Bars facility utilizes Good Manufacturing Practices (GMP). This includes sanitizing the lines between runs and following an allergen control plan. The facility is free from Soy, Fish, Shellfish, Wheat, Sesame, Mustard, Corn, Legumes and Gluten.
Our facilities have a strict allergen procedure in place that prohibits cross-contamination between production halls. Each department has its own allergens and every product that is produced in the specific department has a written declaration on the package under “contains” and “may contain.” If a special product requires a specific “free from” allergen, there is a strict written procedure that defines the cleaning method, collecting samples from the lines during production and to the final product to ensure that the product is clean, safe, and free of the allergen.
Our Crispy Wafer production hall does not use gluten, wheat, eggs, fish, and shellfish. Our manufacturer performs thorough cleans between production runs to prevent cross-contamination of other allergens used in the production hall with Trupo Treats Crispy Wafer Bars. Our products are tested for milk and gluten. Allergen ingredients are stored in a separate storage area from the other non-allergen ingredients. For our Crispy Wafer Bars, there is no cleaning between each flavor so there may be cross-contamination with hazelnuts and peanuts into our chocolate wafer bars. However, we have plans in the future to produce chocolate wafer bars first to avoid this problem.
Is your chocolate fairly traded?
Yes, our chocolate is fairly traded. We source our cacao direct trade from a cooperative in Peru that uses sustainable and environmental practices. You can find us on the Food Empowerment Project's recommended chocolate list.
Are your products sugar free?
We use cane sugar in our products and all of it is vegan. Though we do use sugar, most of our products contain around 20% less sugar than our leading competitors. Our Mylk Chocolate Bars and Mylk Chocolate Rice Crunch Bars are certified USDA Organic, which means that we use all organic ingredients, and all of our products are also certified Non-GMO.
I’m a 501c3 non-profit, how can I partner with you?
If you are interested in being one of our animal sanctuary partners, please contact us at firstname.lastname@example.org.
How much money have you donated so far?
So far, we have donated over $12,000 in addition to thousands of our vegan and cruelty-free chocolate bars to animal sanctuaries and other causes we support.
How long does shipping take?
Once your order is placed, we print the shipping label and your order moves to picking, then packing, and finally shipping. Processing and handling usually takes about 1-3 business days at our warehouse after you place your order. Then, we will use your chosen shipping method to send your order to you. If you have chosen “Standard Shipping” at checkout, we will likely use either USPS First Class (1-5 business days), Priority Mail (1-3 business days), or Parcel Select Ground (2-8 business days). Generally, orders will usually arrive at your home within 2-10 business days of being placed depending on your chosen shipping method and how many orders we have received.
How will I know when my order has shipped?
When your order is about to ship, you will receive a shipping confirmation email with a tracking number.
Help! I need to change my address for my order.
Unfortunately, if your order has already been confirmed and fulfilled, we cannot change the address. However, you can go online to USPS and have your mail forwarded to the new address.
*Apple Pay Customers- please make sure to check the shipping address on your account before submitting your payment, as Apple will always default to your billing address.
Can I cancel my order?
Once an order is placed it cannot be cancelled. During the ordering process, there is confirmation of shipping and billing address before payment is collected. Once an order is placed, our system prints the label and picks it for packaging. There is no way for us to filter a specific order and cancel it once this is done. In this case, please email us at email@example.com for return instructions if you choose to return your unopened package once you receive it.
Can I cancel my Subscription?
Subscriptions may be cancelled after the 2nd order has shipped. We need at least 7 days notice before your subscription is fulfilled for a cancellation to apply to your next order.
What is your customer service contact information?
You can email us at firstname.lastname@example.org and we will get back to you within 1 business day.
What makes Trupo Treats different from other chocolate companies?
We are the Trupo Twins, and we are passionate about healthy eating, plant-based alternatives and conducting our small business in a sustainable, ethical way. I’m Brian, and along with my brother Charlie, we are devoted vegans focused on making the creamiest mylk chocolate available. We use 20% less sugar, all organic ingredients, and are totally non-GMO. Our company isn’t just a quality vegan chocolatier; we make chocolate in an eco-friendly way, making sure that we are always being kind to people, planet, and animals.
-Brian and Charlie Trupo