Frequently Asked Questions

Here are some frequently asked questions that we've received from our customers. If you have any specific questions, please feel free to contact us. Or email us at help(at)xomarshmallow.com

Questions for the cafe can be answered at (773) 770-9108

Making marshmallow Magic...

Yes! We are so excited to announced that ALL of our marshmallows are 100% gluten-free. Our facility is completely gluten-free -- as is our cafe location. Everything is completely celiac safe.

Yes! Both our production facility and our cafe are always 100% peanut free.

At this time our marshmallows contain a certified kosher beef gelatin, and are therefore not vegetarian or vegan.

However, our classic OMG (aka our ooey marshmallow goodness) IS vegetarian (but not vegan).

And we also have 2 OMGs that are vegan -- our Vegan Vanilla and Vegan Chocolate Lovers.

Yes! Our OMG (ooey marshmallow goodness) does not contain gelatin, making it vegetarian. It does contain egg whites, so it is not vegan.

Yes! We now have a line of vegan OMGs including our vegan vanilla and vegan chocolate lovers!

Yes! We use a certified kosher beef gelatin from Great Lakes Gelatin.

We use a certified kosher beef gelatin from Great Lakes Gelatin -- only the marshmallows that contain alcohol are not halal, everything else is.

Most of our marshmallows are dairy-free. Each product page has a full list of ingredients so that you can check for any allergens. We also have an allergen filter on each page where you can filter products by allergy concern.

Heck no! We don't use preservatives or egg whites in our marshmallows! Our OMG (ooey marshmallow goodness/fluff) does contain egg whites, but does not contain gelatin. We also strives to use only the freshest and best of ingredients.

If we can't pronounce it or if you don't know what it is, we don't put it in our marshmallows.

Shipping/Production

All orders are shipped via UPS ground unless otherwise requested by the shipper (i.e. you paid for 2 day air). All PO box address are shipped via USPS Priority Mail.

Our goal is always to get your orders to you as quickly, and as safely as possible.

Yes! We ship to the USA, Canada, Australia and to the UK. We are hoping to expand to more countries soon.

Since our delicious marshmallows are handmade with love, please allow us 1-3 business days to process your order. Shipping then takes 2-3 business days after that.

While we do offer overnight or express shipping -- that does not take into account processing times.

We do try to get orders out ASAP, but around holidays and busy times please allow us up to 7-10 business days to create your items. Marshmallow making is a multi-day process, so we want to make sure we get you the BEST MARSHMALLOWS EVER!

If you need your marshmallows ASAP or by a specific date -- please give us a shout at help@xomarshmallow.com and we will see what we can do get them to you sooner.

Don't worry, that's totally normal. Our marshmallows are coated in a combo of powdered sugar and cornstarch to keep them dry and not sticky. However, when shipping in hot summer months sometimes the sugar melts a little bit and it makes the mallows sticky again. They are still totally delicious and perfectly edible. If you want them to be dry again, you can just add a little more powdered sugar.

We ship with ice packs & insulated bubble wrap in the summer/warmer months, so rest assured that your mallows will arrive 100% delicious and fresh!

As a small business, we are wearing many hats throughout the day; from shipping your order to making your order to answering emails and running social media. We ask that you please give us 24 business hours to respond to your email. Emails are answered Monday-Friday from 9am to 5pm CST.

Orders can be cancelled within 48 hours of placing the order. Since we between making your order when you place it -- we are unable to cancel orders after 48 hours.

In the event of a delay in processing on our end, we will inform you about the delay. Orders can be cancelled again within 48 hours of a delay notification.

Please contact help(at)xomarshmallow.com to cancel your order or for any order cancellation questions.

Subscription boxes & preorder items

Our subscription box ships at the end of the month with all the other subscription boxes. Take a look at what it says on the subscription box product listing page: 

  1. Subscriptions close on the 15th of the month for the following month’s box. 
  2. Marshmallow Club boxes will ship the last week of the previous month. Yours should arrive anywhere from the 1st to the 7th depending on your location. 

For example, if you placed your order on the 13th of February, you'd get the box the last week of February -- but if you placed your order on the 18th of February, you'd get your box the last week of March. 

If you order other items with your subscripton box, everything will ship together as one order. If you want your other items to come sooner, please place a seperate order.

Seasonal or limited edition items should not be placed with a subscription box as 1 order -- by the time your box ships, we may no longer be offering the seaonal or limited item and you run the risk of missing the holiday associated with the product.

Yes and no.

If you place an order for a preorder item and other products, then everything will ship together as one order. If you want your other items to come sooner, please place a seperate order.

Seasonal or limited edition items should not be placed with a preorder item as 1 order -- by the time your box ships, we may no longer be offering the seaonal or limited item and you run the risk of missing the holiday associated with the product.

Our advent calendar usually launches for preorder around August/September. If you want to know first, sign up for our email newsletter.

Advents have sold out every single year, so don't forget to preorder early.

Returns/Exchanges

Due to the fact that all of our items are edible and perishable -- for food safety reasons no refunds or exchanges will be given.

If your order for some reason arrives damaged then please reach out to help@xomarshmallow.com and we absolutely work to get any problem you have resolved.

If you purchased Route Protection with your order -- the means your order has extra protection through Route. We are more than happy to refund your order or send you a replacement order (whichever you prefer) --- all you need to do is file a claim through Route. You will be able to choose if you want a refund or replacement, and Route will coordinate with us to make sure whichever you choose is handled ASAP.

Here's how to file a claim via Route:

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type.

4. When selecting “report an issue” you are given four options:LostStolenDamaged (melted, dented ect.)Issue unrelated to lost, stolen, or damaged

5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. You will be asked for your resolution preference (refund or replacement)

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into the Route page at any time and check for more updates!

While XO Marshmallow is not responsible for any lost or damaged packages during shipping --Please contact us at help@xomarshmallow.com and we can work with you to get this issue resolved!

If your order is returned to us due to an incorrect address or customer shipping issue, you may pay shipping costs to have us resend it to you. Or we can refund your order minus a 20% restocking fee.

If you purchased Route Protection with your order -- the means your order has extra protection through Route. We are more than happy to refund your order or send you a replacement order (whichever you prefer) --- all you need to do is file a claim through Route. You will be able to choose if you want a refund or replacement, and Route will coordinate with us to make sure whichever you choose is handled ASAP.

Here's how to file a claim via Route:

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type.

4. When selecting “report an issue” you are given four options:LostStolenDamaged (melted, dented ect.)Issue unrelated to lost, stolen, or damaged

5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. You will be asked for your resolution preference (refund or replacement)

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into the Route page at any time and check for more updates!

If you purchased Route Protection with your order -- the means your order has extra protection through Route. If your order is lost in the mail or damaged, you can file a claim with route. You will be able to choose if you want a refund or replacement, and Route will coordinate with us to make sure whichever you choose is handled ASAP.

Here's how to file a claim via Route:

1. Go to the Route Resolve Center (via the Route app or web link from your order confirmation email)

2. Enter your email and order number, click next

3. Select the items you would like to file for, as well as the order issue type.

4. When selecting “report an issue” you are given four options:LostStolenDamaged (melted, dented ect.)Issue unrelated to lost, stolen, or damaged

5. After selecting the type that best represents your situation, you will be asked to fill out more details

6. You will be asked for your resolution preference (refund or replacement)

7. At the end of the process you will be given an order issue summary with more information on what to expect next. You can log back into the Route page at any time and check for more updates!

Wholesale

Yes, we do! Contact us for our linesheet and policies!

Yes, we do! Contact us for our event pricing and information.

Head over to our "Where To Buy" page for a full list of our retailers and where to shop XO in person! Make sure to also visit out Cafe + Wonderland in Chicago at 2730 N. Clark St, Chicago, IL 60614