Frequently Asked Questions

Shipping

What shipping carrier do you use? 

We ship Brownie House Brownies via USPS Priority Mail (2-day), UPS Ground (3-day), or UPS 2-Day Air. We use these premium shipping methods because your brownies are perishable, and we want to ensure that they arrive as quickly as possible.

Your brownies will be shipped from our bakery in West Virginia within 24 to 48 hours after your order has been placed. Orders placed on Saturday or Sunday generally will not be shipped until Monday. Once your brownies are ready to ship, you will receive an email with a tracking number that can be used to track their arrival. The tracking number will provide you with an estimated date and time of arrival. At this time, we cannot guarantee that your brownies will arrive on a specific day.  We promsie to get them to their destination as quickly as possible!

Depending on the destination, your brownies will usually arrive within 1 to 3 days after they have been shipped. However, brownies shipped to the west coast of the United States will generally arrive within 3 to 4 days. 

Why was there a Summer Insulated Packaging Fee applied to my order? 

During warm months of the year, there will be an additional $4.99 fee applied to each brownie box that you order. That is because we ship the brownie boxes inside an insulated pouch with cold packs to prevent your brownies from melting. The insulated pouches and cold packs are 100%  biodegradable, and they can be reused or recycled! 

If my brownies arrived warm and slightly melted, are they still ok to eat? 

When your brownie box arrives, the cold packs will be melted, and your brownies will be warm.  That is totally fine because there is no loss of quality with warm brownies! If your brownies are  warm and slightly melted, then we recommend placing them in the refrigerator or freezer to cool and harden them. However, if you can’t wait to eat them, then they can be eaten immediately! 

Retail

Where is your retail store located?

Here is our address: 709 Beechurst Ave., Suite 7A Morgantown, West Virginia 26505

Our retail store and bakery is located in Morgantown, West Virginia on the lower level of the historic Seneca Center.  We do all our baking at this location, and we invite you to hang out with us and enjoy our famous gourmet brownies and a cup of coffee or tea while we bake! 

The Seneca Center is a public shopping center, and parking is free! Just park in the large outdoor parking lot, enter the building through any three of the building’s entrances, walk to the lower level, and follow your nose!  

Handicap parking is available outside the lower level entrace of the Seneca Center. Our store is handicap accessible from the lower level entrace of the Seneca Center.

What are your retail hours/delivery hours? 

Our retail store hours are as follows: 

Monday: closed 

Tuesday – Thursday: 10:00 am – 6:00 pm

Friday – Saturday: 10:00 am – 8:00 pm 

Sunday: 12:00 pm – 8:00 pm 

Our store delivers locally in the Morgantown, West Virginia area. You may place your delivery order through our website, UberEats, DoorDash, or GrubHub. If your delivery order is placed through our website, then your brownies will be delivered by an UberEats driver. You may also place orders for in-store pickup through our website, Uber Eats, DoorDash, or GrubHub.  

Our delivery/in-store pickup hours are as follows:

Monday: closed 

Tuesday – Thursday: 10:00 am – 6:00 pm

Friday – Saturday: 10:00 am – 8:00 pm 

Sunday: 12:00 pm – 8:00 pm

Does your retail store have a phone number that I can use to reach you?

Yes! 304-241-1764

Our shop has a phone number, and you can give us a call during our business hours to ask a question, to place an order, or just to say hey! If we miss your call, feel free to leave your name and contact information so we can get back to you!

We also respond promptly to emails, and you can send us an email at the following address: customerservice@yesbrownies.com

Allergy and Nutrition

Do all your brownies contain wheat, dairy, nuts and/or other allergens? 

Many of our brownies contain or may come into contact with common food allergens, including eggs, milk, wheat, soy, peanuts and/or tree nuts. Brownie House is not an allergen-free  environment. To limit allergen contact, we do not bake our brownies that contain nuts and wheat on the same day as our brownies that are free of nuts and wheat. Due to the possible presence of  such food allergens, we do not recommend consuming any of our products if you are highly allergic or suffer from Celiac Disease. We are happy to answer any further nutrition questions to  the best of our ability.  

Do you offer a gluten-free brownie? 

Yes, we bake a gluten-free brownie that is made with Buckwheat locally sourced from Preston County, West Virginia! 

However, it is important for guests with Celiac Disease or gluten sensitivities to understand that  the Buckwheat we use is processed in a mill where there is a risk of cross-contamination with  gluten. Additionally, our gluten free brownies are prepared in an environment where there is a risk  of cross-contamination with gluten. We will do our best but cannot guarantee that your brownies will not come into contact gluten somewhere in the baking and service process.

Our gluten-free brownie is baked in small batches, and it is not always available through our website. We apologize for any inconvenience this may cause! 

Storage

How do I care for my gourmet brownies, and how long will they last? 

Brownie House Brownies are guaranteed fresh upon arrival. We highly recommend refrigeration if you do not plan to immediately enjoy them, but refrigeration is not necessary. 

If you do not plan to enjoy your brownies within one week, then freezing is recommended. Brownie House Brownies are individually wrapped, and thawing takes less than one hour at room temperature. 

We do not recommend microwaving or heating the brownies. We serve them chilled, and we recommend that you do the same! 

How long can I store my gourmet brownies? 

Your Brownie House Brownies are best kept in the refrigerator or freezer.

Upon arrival, your hand wrapped brownies may be stored for the following timeframes (we recommend placing the wrapped brownies in a Ziploc-type bag for storage). 

4-7 days on the counter 

30 days in the fridge 

6 months in the freezer 

The above timeframes are estimates. Due to the all-natural ingredients that we use, some of our gourmet brownie flavors preserve longer on the counter than others. Therefore, we recommend refrigerating or freezing them if you do not plan to enjoy them immediately upon arrival. 

The amount of time that your brownies were in transit is accounted for in the above timeframes. 

Do you guarantee the quality of your product? 

Our mission at Brownie House is to bake the highest quality gourmet brownies. We bake each batch of brownies with premium, all-natural ingredients, no fillers, or preservatives. We maintain the highest quality, freshness, and care of our brownies. We bake small batches to maintain the quality and integrity of our original family recipe, and we carefully hand cut, hand wrap, and package our individual brownies. We want our brownies to be thoroughly enjoyable.  

Every purchase is backed by our unconditional guarantee. If you are ever disappointed with your  brownies, brownie box, party tray, or shipping experience, then please tell us. We will make it right. We promise.

How to contact us

Does your retail store have a phone number that I can use to reach you?

Yes! 304-241-1764

Our shop has a phone number, and you can give us a call during our business hours to ask a quesiton, to place an order, or just to say hey! If we miss your call, feel free to leave your name and contact information so we can get back to you!

Can I email you instead?

Yes! We respond promptly to emails, and you can email us at customerservice@yesbrownies.com

▪ I prefer face-to-face communication, can I walk into your shop to ask a question, browse your variety, and/or place an order? 

Absolutely! In fact, we would love to have you! Often times, it is easiest to place larger orders in person, but if you can’t come in, then no worries at all. Telephone and email are also great options!