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

What is the difference between bulk cacao and fine flavor cacao?

Accepted Answer

The Three Varieties of Fine Flavour Cacao

There are only three varieties of cacao that [officially qualify as “fine flavour”], according to the International Cocoa Organization (ICCO). This includes:

1. “Nacional” (primarily from Ecuador, as well as one part of northern Peru)

2. “Criollo” (primarily from Venezuela, and as well as a few pockets of Central America)

3. “Trinitario” (originally from Trinidad and Tobago, although now grown in other locations as well). Technically, “Trinitario” is a family of cultivars, rather than a true variety.

Where Does Fine Flavour Cacao Come From?

Only 5% of the global cacao supply is designated as “fine flavour” (aka “fine flavor” or “fino y de aroma”), the majority of which comes from only one country: Ecuador. The remaining 95% of the global cacao supply is designed as “bulk” cacao, which primary includes varieties like “Amelonado” (heavily planted in West Africa) and high-yield cultivars like CCN-51, which is known for its poor flavor profile.

What Does To'ak Use?

To’ak exclusively uses “Nacional” cacao from Ecuador.

You can learn about the differences between Nacional and Criollo cacao here, and you can take a deep dive into the different grades of Ecuadorian cacao here.

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).

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).

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

What is the difference between bulk cacao and fine flavor cacao?

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?