FAQ

Orders 

Can I order online for in-store pick-up?
Yes, at the checkout there is an option to select In-Store Pick Up. 

How do I know if my order went through?
You will receive an order confirmation. Shipping orders will also receive tracking information. 

When will my order ship?
Once orders are placed, please allow 1 business day to process. During the Holiday Season (December 1 – 31), orders have longer processing times, 4 – 7 business days.

How do I track my order?
Once an order is shipped, you will receive tracking information. 

What if a package is delayed?
We do our best to ship orders out as soon as possible. However, we cannot prevent, or take responsibility for delivery delays that are the result of: 

- Inclement weather
- Incorrect delivery address provided with an order
- The intended recipient is not available to receive the package
- The package being lost or stolen after delivery confirmation is received from our shipping carrier 

Can I include a gift message?
Yes, during the checkout process there is an option to add a gift message.

Do you offer gift wrap?
Yes, we offer gift wrap for an additional fee on the checkout page.

Do you offer delivery?
Yes, we offer delivery within Concord. There is a $50 minimum order, as well as a $10 delivery fee that will be applied to the order. 

Do you ship during the summer months?
Yes, we ship with insulated packaging from July to September. Additional handling fees will be added. Please select UPS Next Day Air for the shipping method.

What is your return policy?
We do not offer returns for any food items. If an item arrives damaged, please contact us within 48 hours of receiving the package.

How do I buy or redeem a gift card?
Gift cards can only be purchased in-store or by phone at 978.776.6645. Gift cards are not eligible for online redemption.

Do you offer a Loyalty Program?
Yes, to inquire about joining the Emerson Club, please contact us at 978.776.6645 or send us an email at info@graemroasters.com. The loyalty program is only valid for in-store purchases.

Special Orders

Do you offer Corporate Gifts?
Yes, please visit our Corporate Gifting page for more information. 

I am planning a special event, do you offer favors?
Yes, please visit our Wedding and Special Events page for more information. 

Product Questions

Do you sell vegan chocolate?
Yes we do! We have many options for dairy free and vegan chocolate lovers. Our Dark Chocolate Barks are dairy free, as well as some of our Scoopable Chocolate.

Are your products gluten free?
Yes, we have many nut, chocolate and dried fruits that do not have gluten. However, our facility is not a certified gluten free facility, so there may be cross-contamination. Our Chocolate Barks, Scoopable Chocolates, Signature Nuts, and Dried Fruit do not have gluten as an ingredient.

How do I store my products and what is the shelf life?

Nuts
Since we do not add any preservatives, the shelf life of our nuts is about 2 months. Store in an airtight container in a cool, dry place.

Chocolate
The chocolates have a 3 month shelf life. Store in a cool, dry place. Please do not refrigerate, as they are subject to blooming. Blooming is a natural process of chocolate, where a whitish coating develops on the exterior of the chocolate, which is caused by the separation of the cocoa solids. Please store in a cool, dry place.

Dried Fruit
The dried fruit has a shelf life of 6 months. Please store in a cool, dry place. 

Should I be concerned if I have an allergy?
All of our products are processed in a facility that also processes peanuts and tree nuts. Some of our products also contain gluten. Each item contains ingredient information. Products are manufactured and packaged using shared equipment, so there is a possibility of trace amounts. Even though an allergen might not be an ingredient in a product, it is still processed in a facility where the allergen exists. We cannot guarantee there is no risk of cross-contamination within our facility. 

Privacy
We will not sell or share your personal information. We value your privacy. When completing an order, your personal information is protected and is not shared.