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

100% Satisfaction Guarantee 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, explain to us why you were not satisfied with the product and if we can't resolve your concern with a replacement or our complimentary insurance then we’ll issue a full refund. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. In the event that your chocolate was damaged, lost or stolen during shipment you are eligible for our complimentary shipping insurance . If your claim is approved you have the choice of a full refund or replacement. Please note that gift cards are non-refundable. More Questions? Use a keyword or phrase in the search box above or contact us via phone, SMS, WhatsApp, email or social and we are happy to help.

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

Leave us a review online When you place an order with To'ak Chocolate you will receive an automatic email invitation to leave a verified review . You can also see our existing reviews on the product detail page of each product or our Trustpilot page . Have you experienced an issue or are you not happy with your product/experience? From time to time we (or our fulfilment and delivery partners) make mistakes, afterall no one is perfect. What we can guarantee is that if a mistake was made with your order we will do our very best to resolve the matter for you satisfactorily. We ask that you follow these steps: If your product was damaged please take a photo and share it with us via the contact details below. We offer shipping protection for these rare cases. If your product never arrived or was stolen please contact us or file a claim with our complimentary shipping protection. If your product arrived by you simply weren't satisfied OR for any other reason, please reach out via the channels below and we will work with you on a satisfactory resolution. We offer a satisfaction guarantee which you can view on our website or in this FAQ tool . Phone, SMS/WhatsApp : +1 (805) 600-8625 Phone (Ecuador) : +593 23227520 Email : hello@toakchocolate.com Whatever the outcome we welcome you leaving a review on our Trustpilot page

Question 1

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

Accepted Answer

100% Satisfaction Guarantee

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, explain to us why you were not satisfied with the product and if we can't resolve your concern with a replacement or our complimentary insurance then we’ll issue a full refund.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

In the event that your chocolate was damaged, lost or stolen during shipment you are eligible for our complimentary shipping insurance. If your claim is approved you have the choice of a full refund or replacement.

Please note that gift cards are non-refundable.

What does my shipping protection cover?

Please get in touch with us for lost, stolen or damaged packages in the unfortunate case that they arise.

What if my order is marked "Delivered" but it is stolen? And when can I file a claim?

We ask that you wait 5 days from the day the package was marked delivered before requesting a replacement or refund. It is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered.

What if my order is lost? And when can I file a claim?

An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"

What if my order arrives damaged? And when can I file a claim?

If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.

Please note it is important (in the case of damaged products) that you take a photo/s of the damage as it is very difficult for us to assist in resolving a damage claim without a photo.

How do I file a claim?

Take a photo of any damage.
Submit the claim information and photo (if available) to us at hello@toakchocolate.com with a brief explanation of the issue.
We aim to resolve claims within 5 working days of submission.

USA

Free shipping to the USA for orders of USD $75.

Rates: Standard shipping: USPS ($12.50 for orders under $75 or free for orders of $75 and above). Upgrade to FedEx Express options: 2-Day ($7.50-$17.50) or overnight ($50).

Cut off time for same day dispatch: 8am Mountain Time, Monday to Friday excluding US/Utah public holidays

Standard delivery times: 3-4 working days to most destinations, unless 2-day or overnight express options is chosen

Most orders are dispatched from Utah, USA.

Rest of the world (ex. Ecuador)

Free shipping to the Rest of the World for orders of USD $175.

Standard shipping: UPS or DHL ($35 for orders under $175 or free for orders of $175 and above). Express options: All packages are shipped via express courier.

Cut off time for same day dispatch: 8am Mountain Time, Monday to Friday excluding US/Utah public holidays

Standard delivery times: 5-7 working days to most destinations

Most orders are dispatched from Utah, USA.

Ecuador

Orders for Ecuador can be collected from our office in Quito (please contact us) or we deliver to major cities in Ecuador with Servientrega (free of charge).

Sipping Insurance

All online orders receive complimentary shipping insurance. Read the details here.

Countries we cannot ship to or that require additional paperwork

There are a small number of countries we cannot ship to due to the import restrictions that those countries impose on foodstuffs. Currently we cannot ship to:

Mexico
Venezuela
Russia

The following countries may require additional information (such as ID number) or paperwork to be completed for the order to clear customs:

Spain
India
Turkey
China
Liechtenstein
Colombia
Poland
Korea

More Questions?

Use a keyword or phrase in the search box above or contact us via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 6

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

Accepted Answer

We apologize if our website seems to be down. Feel free to contact us to place an order via one of the following channels:

Phone/SMS (USA): +1 (805) 600-8625

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

We host our e-commerce store with Shopify and you can check Shopify status here.

Question 7

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

Accepted Answer

Leave us a review online

When you place an order with To'ak Chocolate you will receive an automatic email invitation to leave a verified review. You can also see our existing reviews on the product detail page of each product or our Trustpilot page.

Have you experienced an issue or are you not happy with your product/experience?

From time to time we (or our fulfilment and delivery partners) make mistakes, afterall no one is perfect. What we can guarantee is that if a mistake was made with your order we will do our very best to resolve the matter for you satisfactorily. We ask that you follow these steps:

If your product was damaged please take a photo and share it with us via the contact details below. We offer shipping protection for these rare cases.
If your product never arrived or was stolen please contact us or file a claim with our complimentary shipping protection.
If your product arrived by you simply weren't satisfied OR for any other reason, please reach out via the channels below and we will work with you on a satisfactory resolution.

We offer a satisfaction guarantee which you can view on our website or in this FAQ tool.

Phone, SMS/WhatsApp: +1 (805) 600-8625

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

Whatever the outcome we welcome you leaving a review on our Trustpilot page

Question 8

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

Accepted Answer

Yes, we regularly test our chocolate for heavy metals, 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.

Cadmium: Most recently, we sent our 100% organic Everyday Cacao Powder to the Arotop Lab in Germany. The results revealed a level of 0.108 mg/kg (or mcg/g) cadmium. This equates to 1.728 mcg in one 16-gram serving of our 100% cacao powder. To adjust that to one of our 75% dark chocolate bars, that would equal 0.081 mcg/g or 2.025 mcg per 25-gram serving. Both are under California’s tight limit of 4.1 mcg per day and far below the EU’s threshold of 0.80 mg/kg in chocolate with over 50% cacao.

Lead: The same lab tested for lead and found an amount less than 0.05 mg/kg, meaning there is either zero or an insignificant amount of lead found in our T.cacao 100% cacao.

READ MORE about if you should be concerned about heavy metals in dark chocolate HERE.

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

Do you offer free shipping?

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

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

What are your shipping rates & shipping policy?

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

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

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

How much do you pay your farmers?

Can I place an order by phone or email?