FAQs – Lily's Sweets
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FREQUENTLY ASKED
QUESTIONS

What is Stevia?

Stevia is a zero-calorie botanical sweetener. It is derived from the plant Stevia Rebaudiana. The stevia used in Lily’s chocolate is a stevia extract. Please be assured that the stevia extract used in the Lily’s Sweets product line complies with all applicable regulations.


What is erythritol?

Erythritol is often used as an alternative to sugar. It contains virtually no calories and has a zero glycemic index. It does not affect blood sugar or insulin levels, making it a suitable sugar substitute for diabetics. Unlike other sugar alcohols which are widely known to cause digestive problems, erythritol is generally well tolerated by most people. The key difference between erythritol and all other sugar alcohols is its small molecular size which allows it to be absorbed quickly in the upper digestive tract. Other sugar alcohols are not absorbed by the upper GI tract and reach the lower tract where degradation can cause gastric distress. Although absorbed by the body in the upper GI tract, erythritol is not metabolized like other nutrients, which is why it contributes to minimal calories and has no impact on blood sugar. Our erythritol is sourced from a supplier that has strict Non-GMO policies in place for both its production processes and its raw material suppliers.


Why does Lily’s say “Stevia Sweetened” when Erythritol is listed before Stevia?

Although the volume of erythritol used in Lily’s is higher than the volume of Stevia, erythritol is only 60% as sweet as sugar, while stevia is 200-300 times as sweet as sugar. Therefore, Stevia contributes to most of Lily’s sweetness, while erythritol and the natural fibers contribute to rounding out Lily’s delicious flavor profile and mouth-feel.


What is Inulin?

Inulin is a soluble plant fiber. The inulin used in Lily’s Sweets is derived from chicory root.


What is Dextrin?

The dextrin in Lily’s, also known as resistant starch, is a dietary fiber derived from Non-GMO corn.


Is the milk in Lily’s rBST-free?

Yes, all dairy products in Lily’s are rBST-free.


Is your chocolate Dutch processed with an alkalizing agent or is your chocolate alkalized?

The cocoa used in Lily’s Sweets products is not treated with alkali.


Is Lily’s Keto-Friendly?

While many of our customers find that Lily’s fits into their low carb, or keto diet, everyone’s body handles ketosis differently.


How do you calculate net carbs?

The nutrition facts panel that all manufacturers provide on the package contains information about total carbohydrates, which is defined as the sum of sugars, fiber, and sugar alcohols. Erythritol is a type of sugar alcohol. Total carbohydrates is different than net carbohydrates, which is generally calculated by subtracting fiber plus sugar alcohols from total carbohydrates.


Do Lily’s products contain maltitol, maltodextrin or dextrose?

Lily’s products do not contain maltitol, maltodextrin, or dextrose. Maltitol, maltodextrin and dextrose are sweeteners with high glycemic indexes, but are different from the dextrin fiber used in Lily's products.


Where do you source your chocolate from?

The cocoa beans used to make Lily’s chocolate come from a variety of geographic locations including Ivory Coast, Ghana, Nigeria, Indonesia, Dominican Republic, New Guinea, Ecuador, and Peru. The unsweetened chocolate, cocoa butter and vanilla used in most Lily’s products is certified Fair Trade by Fair Trade International. You can learn more about what this certification stands for at their website at fairtradeamerica.org.


Are Lily’s products safe for those with tree nut & peanut allergies?

All of our products are produced on equipment used to process peanuts and tree nuts and bear precautionary allergen labeling on the package.


What is Allulose?

Allulose is a low-calorie sweetener. It tastes sweet but doesn’t act like sugar in your body. Because allulose isn’t metabolized or broken down by the body, you subtract it, along with fiber, to calculate the net carbs per bag. Allulose is only in our Gummy Bears & Sour Gummy Worms.


Can you freeze Lily’s Gummy Bears & Sour Worms?

Allulose tastes sweet and functions like sugar in foods such as baked goods, ice cream, and candy. It even freezes like sugar!


Does Allulose contain fewer calories than granulated sugar?

Allulose is a monosaccharide, a simple sugar, so it tastes sweet. Allulose has approximately one-tenth the calories of regular sugar.


Is Allulose Diabetes-Friendly?

Researchers find allulose has little impact on blood glucose levels. While some allulose is absorbed, it is not metabolized or broken down in the body.


Does the FDA list Allulose as a sugar?

According to the FDA, allulose does not need to be listed under total sugars or added sugars, although it must be labeled as a carbohydrate since it is classified as such.


Where is Allulose found?

Allulose can be found in very small quantities in raisins, figs, maple syrup, & jackfruit. The allulose we source is made from corn.


Are Lily’s products vegan?

None of Lily’s products are marketed as vegan. However, Lily’s Extra Dark Chocolate Bars (70% Extra Dark Chocolate Bars, 85% Extremely Dark Chocolate Bar, 92% Intensely Dark Chocolate Bar), Dark Chocolate Peanut Butter Cups , 55% Dark Chocolate Baking Chips, 55% Dark Chocolate Keto Baking Chips and 58% Dark Chocolate Baking Bars do not contain animal products. Please note, these products have been produced on equipment that also processes products containing dairy. Therefore, we do not recommend consuming if you have a dairy allergy.


Are Lily’s chocolate products gluten-free?

All of Lily’s chocolate bars, baking chips and bars, and candy items are certified Gluten-Free by GFCO.


Are Lily’s products safe for those with tree nut & peanut allergies?

Please reference the specific Lily’s product ingredient label for ingredients, which may include milk, soy, tree nuts and other allergens. All of Lily’s products are produced on equipment that also processes products containing peanuts, tree nuts, soy, and dairy.


Do Lily’s products contain soy?

All of Lily’s products contain soy or bear precautionary labeling for soy on the package


Are Lily’s products non-GMO?

Lily’s products are made with ingredients that do not contain GMOs, specifically the soy lecithin and erythritol used in Lily’s products are both non-GMO. Lily’s Extra Dark Chocolate Bars (70% Extra Dark Chocolate Bars, 85% Extremely Dark Chocolate Bar, 92% Intensely Dark Chocolate Bar), 55% Dark Chocolate Baking Chips, 55% Dark Chocolate Keto Baking Chips, 58% Dark Chocolate Baking Bar and Dark Chocolate Peanut Butter Cups are certified non-GMO by the Non-GMO project.


What does Fair Trade mean?

Fair Trade International is a non-profit organization that ensures that the farmers and communities that provide Lily’s with our cocoa, cocoa butter and vanilla are fairly compensated. For more information, please visit fairtradeamerica.org.


Are Lily’s products Kosher?

All of Lily’s products are certified Kosher Dairy. Lily’s does offer products made without dairy– all Extra Dark Chocolate Bars (70% Extra Dark Chocolate Bars, 85% Extremely Dark Chocolate Bar, 92% Intensely Dark Chocolate Bar), Dark Chocolate Peanut Butter Cups , 55% Dark Chocolate Baking Chips, 55% Dark Chocolate Keto Baking Chips and 58% Dark Chocolate Baking Bars , but all of Lily’s products are required to carry the Kosher Dairy certification because they’re made on shared equipment that also produces products made with dairy.


When will my order ship?

Standard ground shipping is offered by UPS and typically takes 1-5 business days to deliver, depending on location and product mix. We offer UPS 2 Day (guaranteed delivery in 2 days) and USPS Priority (delivery in 1-3 business days). Orders typically ship within 48 hours of receipt.


How do I track my order?

Orders typically ship within 48 hours of receipt, tracking information is sent via email as soon as your order ships to the email address on your order. If you have any questions about the status of your order, please email us at info@lilys.com.


What if my package does not arrive?

First, please make sure that the address and instructions associated with the address inputted at checkout is correct. Next, check with your mail carrier and neighbors to see if there may have been a delivery mistake. If you still cannot locate your package, please email us at info@lilys.com and we’ll do our best to work with the carrier to resolve. However, we are not responsible for errors made in the order/address entry fields which result in our shipping company not being able to deliver, and cannot issue refunds for these lost packages.


Where can you ship to? Do you ship internationally?

We currently only ship to Continental US addresses. At this time we are not able to process orders shipping to Alaska, Hawaii and American Territories. No international shipping is available via Lilys.com at this time. For those looking to ship outside of our current shipping zones, you can find Lily’s on Amazon, Thrive Market, Vitacost and Lucky Vitamin.

For those looking to ship to Canada, Lily’s is sold at Well.ca, Natura Market, Vitacost, Goodness Me.

Please keep in mind that chocolate does melt and high weather temperatures may affect product availability on Lilys.com and authorized reseller websites.


Can you ship to PO Box addresses?

Regretfully, we cannot ship to P.O. boxes nor can P.O. boxes be used as billing addresses.


Can you ship chocolate during the warm weather months?

Lily’s ships all year round! During the warmer months, we include multiple ice packs in each order and only ship Monday-Thursday. Additionally, in areas with extreme temperatures, we may limit your shipping method to 2-day air. However, we still cannot guarantee that the product will arrive completely unmelted, so please keep that in mind when placing orders during the summer and if you are shipping to a state that is warm year-round!


Do you offer refunds or replacements?

Melted and/or damaged orders -

We offer a 100% satisfaction guarantee in the event of melted or uncommonly damaged orders. Please note, we do not issue a refund for minor or cosmetic damage in which consumption is not compromised. If you have an issue with your order, please contact info@lilys.com within 5 days upon receipt. Please note that for minor damage to the products, we will not issue a refund as our products are individually wrapped and minor cosmetic damage does not affect our taste. If you are able, be sure to include any photos so we can help pinpoint what went wrong.

Although we are not responsible, if your order has been damaged in transit, we will also refund it. Don’t forget the photos!


What is your return policy?

We do not accept returns or replacements of any products, but we do want to ensure your experience with Lily’s is a delightful one. Please contact info@lilys.com with a detailed message regarding your online order issue and we will do our best to troubleshoot.


Damaged Order Policy

If an order is melted, we will replace it. If an order receives excessive damage, we will replace it. During warm weather product ships with ice packs and in protective thermal pouches, however, packages should not be left outside in high temps for long periods of time. *The only exception to this is if ice melts causing condensation: we will not refund this as our products are individually wrapped and minor cosmetic damage does not affect our taste.


What do I do if I want to cancel or modify my order?

We try to ship orders as quickly as possible, which means we might not catch your order in time to adjust or cancel it. If you need to cancel or modify your order, please contact info@lilys.com within 24 hours and we will do our best to accommodate your request.


What forms of payment do you accept?

We accept all major credit cards, aside from American Express.


Can I place Wholesale orders?

At this time we are unable to fulfill wholesale orders. Lily’s products are distributed by UNFI and Kehe, you may be able to purchase through these distributors.


Who is Lily?

Cynthia and Chuck, Lily’s founders, named Lily’s Sweets after Chuck’s niece, Lily, an inspired – and inspiring — young lady and childhood brain cancer survivor. When Lily was seven years old, she was diagnosed with brain cancer. Doctors operated successfully, but the surgery to remove her tumor left her with some immobility. Lily spent months learning to walk again. Since being diagnosed, Lily has been raising money for other kids battling cancer, and Cynthia and Chuck are proud to honor Lily’s bravery and commitment to aiding others by contributing a percentage of profits each year to non-profit organizations that provide services to children with cancer and their families. As for Lily, she is now in her teenage years, has celebrated her 5-year anniversary of diagnosis and remains cancer-free and dedicated to helping others in need.


How do I melt Lily’s chocolate?

Lily’s Baking Bars and Baking Chips are both formulated for baking and can be melted for enrobing or drizzling chocolate. When melting either the baking bar or the baking chips, the most important thing is to ensure the chocolate evenly melts and no part of it burns. If the chocolate burns it will start to clump up, and there is really no way to smooth it out after that happens. We find it’s best to break up our Baking Bars or use our Baking Chips and heat them over a double boiler over simmering (not boiling) water. Stir the chocolate constantly until totally melted, it only takes a few minutes, and the chocolate turns out perfectly smooth and shiny. If any clumping begins to occur, sometimes adding a bit of coconut oil will help.


Do you have coupons?

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Do you sell individual chocolate bars?

We only sell packs of 4 or 12 bars on our website, but you can purchase individual bars by visiting one of our retail partners. Find Lily’s in stores near you by heading to our store locator and entering your zip code.