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

Payment of duties As part of our worldwide shipping policy we agree to cover your import duties. In 99% of cases this is taken care of at our end and there is nothing you are required to do. In rare occasions it's possible the courier may ask you to pay duties to receive the package. 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. Phone/SMS (USA) : +1 (805) 600-8625 Phone (Ecuador) : +593 23227520 Email : hello@toakchocolate.com

Question 1

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

Accepted Answer

To'ak Chocolate offers complimentary worldwide shipping protection on all orders, which covers loss, theft or damage of your chocolate order.

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.

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 2

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

Accepted Answer

I received a delivery notification but I can't locate my package

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. Please:

Confirm that your delivery address is correct on your order confirmation email.
Check any locations that your package may have been left (e.g. mailbox, front desk, side door).
Wait 24 hours and then contact To'ak for further support (sometimes the courier provider accidentally marks a package as delivered but it will arrive later OR it was delivered to the wrong address and will be correctly delivered shortly).

You may also wish to contact your Post Office or the courier company to check if they are holding the package for you. Keep in mind that if your package is ultimately lost, stolen or damaged we offer complimentary insurance.

I followed the above steps and it's been more than 24 hours since I received the notification and I still don't have my package

If this is the case we kindly ask you to reach out to us by one of the following channels:

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

Phone (Ecuador): +593 23227520

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

Email: hello@toakchocolate.com

Question 3

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

Accepted Answer

Payment of duties

As part of our worldwide shipping policy we agree to cover your import duties. In 99% of cases this is taken care of at our end and there is nothing you are required to do. In rare occasions it's possible the courier may ask you to pay duties to receive the package. 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.

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

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

Question 4

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

Accepted Answer

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.

The chocolate bar is broken but is NOT melted or discolored: A broken bar is frustrating, but this is something that happens from time to time. If the coloration of the bar is normal, the bar is still considered to be in good form for tasting and enjoyment. You can choose to enjoy the broken bar or alternatively you are entitled to file an insurance claim for a replacement or reimbursement.

The chocolate is melted or severely discolored: If your chocolate is melted or severely discolored upon arrival due to extreme weather, please file an insurance claim for a replacement or reimbursement or contact us to have us file the claim on your behalf.

View instructions on how to make an insurance claim.

Claims for damaged products can be filed immediately and you will normally receive the decision within 24 hours.

Please take a photo of the damage if you wish to file an insurance claim and/or request a refund/replacement. Without a photo it is difficult for us to assess the damage and assist you with a resolution.