Do you have a refund/returns or satisfaction guarantee policy?

Yes! We are confident you’ll love our chocolate as much as we do. If for any reason you’re not completely satisfied, get in touch with us within 30 days of your purchase and if we can't resolve your concern with a replacement or our complimentary insurance then we’ll issue a full refund.

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Do you offer free shipping?

Yes, we do when your order qualifies for our minimum spend (USD $50 for USA and USD $100 for all other destinations).

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Do you offer shipping insurance? And how do I make a claim?

To'ak Chocolate offers complimentary worldwide shipping insurance on all orders via a partnership with Route+ (underwritten by Lloyds of London), which covers loss, theft or damage of your chocolate order. Read on below for full details on coverage and claims process.

damaged insurance shipping
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I received a notification that my order was delivered but I cannot locate it

Occasionally courier services will inadvertently mark an order as delivered. Before we classify your package as lost or stolen we ask you to assist us with a few simple steps. Keep in mind that if your package is ultimately lost, stolen or damaged we offer complimentary insurance.

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What are your shipping rates & shipping policy?

We offer free shipping to the USA for orders of USD $75 and to most other countries for orders of USD $175. Our shipping services include overnight express (USA only), 2-day express (USA only), express worldwide courier (international) and regular USPS service (USA only). Read on for full rates and conditions.

Your website is not working, how can I plan an order?

We apologize if our website seems to be down. Feel free to call us, SMS or WhatsApp (+1 805 600-8625) or email us ([email protected]) and we will contact you to take your order over the phone/email.

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How can I leave a review of your product or service?

We welcome all reviews on our Trustpilot page. Find the link in the full article.

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Do you test for heavy metals like Cadmium in your chocolate?

Yes we do, and we’re happy to report that the levels of both cadmium and lead are safe. In fact, our chocolate has some of the lowest levels in Ecuador.

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How much do you pay your farmers?

We pay a farmgate price that is 3-8x the standard market price for “wet cacao" — well above the fair trade premium.

cacao sustainability
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Can I place an order by phone or email?

Yes! Please get in touch with us and let us know a good time to contact you by phone. If you would like to place the order by email simply tell us the items you wish to order and we can create a link to pay by credit card or PayPal. We can also accept Zelle instant bank transfers.

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