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.

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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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The courier company has asked me to pay import duties what should I do or how do I receive a refund?

To'ak pays all import duties but occasionally we are aware of cases where the client has been asked to pay for the duties. If this happens please get in touch and we will either pay on your behalf or refund the payment you were required to make to receive the delivery.

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What can I do if my chocolate arrived damaged (broken, discolored or melted)?

We’re sorry about this. We’ve spent a great deal of time and resources trying to figure out the best possible way to protect your chocolate during shipment, but our system is not perfect. A broken bar can still be enjoyed but we understand this can be disappointing and you are entitled to file an insurance claim should you wish.

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