FAQ
Spreadables
Are your spreadables made with raw nuts?
No, we roast all our nuts in-house to develop rich, deep flavors. The roasting process also helps preserve freshness and prevents the nuts from going rancid.
How to enjoy your spreadables?
Our spreads are perfect for spreading on toast, or enjoying straight from the jar. They can also add rich, nutty flavor to cookies, pancakes, waffles, bagel, and other treats. Head over to our Recipes page for ideas on how to enjoy our spreadables!
Are your spreadables organic?
Our spreads are not fully organic certified, though we do use some organic ingredients such as organic cane sugar. We're working toward sourcing more organic ingredients as we grow and hope to offer fully organic options in the future.
Are your spreadables gluten-free?
Yes! All Au Pralin spreads are naturally gluten-free, making them safe for people with celiac disease or gluten sensitivity.
How long do your spreads last?
The shelf life depends on the manufacturing date of our spreadables, which determines the best-before date that is printed on each jar. Once opened, always use clean utensils to help your spreads last longer.
What size jars do you sell?
Currently, we offer 210g jars for all our spreads. We will consider other sizes in the future based on demands.
Should your spreadables be refrigerated?
No, but you can if you prefer. The spreads will however be harder if they are refrigerated, making them more difficult to spread.
My spread looks separated or oily. Is this normal?
Yes, this is completely normal for artisanal spreads! Natural separation of the oil can occur due to the high concentration of nuts that differentiate our spreadables. Simply stir with a clean utensil to restore the smooth, creamy texture.
Orders
Do you accept returns?
Due to the artisanal, food-safe nature of our products, we do not accept returns. However, if you receive a damaged or defective jar, please contact us immediately and we'll make it right.
How much does the shipping cost?
Shipping costs are calculated at checkout based on your location and your chosen carrier. The exact cost will be displayed before you complete your purchase.
Can I modify or cancel my order after placing it?
Please contact us immediately at info@aupralin.com if you need to modify or cancel your order. We'll do our best to accommodate changes before your order goes into production.
Where do you ship?
We currently ship throughout Canada only and propose local delivery in downtown Vancouver.
When will I get my order?
We will work quickly to ship your order within 48 hours of receiving it. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What if my order arrives damaged?
While we pack everything carefully, accidents can happen. Please email us immediately with photos of any damaged items, and we'll work with you to resolve the issue promptly.
Customer service
How can I contact Au Pralin?
Our contact us page or email (info@aupralin.com) is the best way to reach us. We aim to respond to all inquiries within 24 hours.
Do you offer a loyalty program?
Not yet, but we'd love to hear from you if this is something you'd be interested in! Customer feedback helps us decide which features to add as we grow.
Do you offer corporate orders or gifts?
Since we're just launching, we're focusing on individual orders for now. However, feel free to contact us about larger orders or special requests - we're always happy to discuss custom needs.
Have a question we didn't answer? Email us anytime at info@aupralin.com or head over to our Contact us page - we love hearing from our customers and are always happy to help!
