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: 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

Q: Can I cancel my order?

Requesting a refund before my order has shipped If you just placed your order within the last hour or two (or over a weekend) then it's normally easy for us to assist you with a refund. However if your order has already shipped or is in the process of being fulfilled at our warehouse then it may not be possible. Please contact us via one of the following channels with your Order ID and we will do our best to assist you. Phone/SMS (USA) : +1 (805) 600-8625 Phone (Ecuador) : +593 23227520 Email : hello@toakchocolate.com

Q: How can I check my shipping status?

Tracking your delivery Once you complete the checkout process you will be taken to an order summary page where you can enter your phone numer and request shipping status updates via SMS. You will also find a link to track your order with the Shop app which offers detailed tracking information. https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/aDIvXXFAzR/resources/p944XJNFVG/Install%20the%20Shop%20App%20for%20Tracking.png (Install the Shop App for Tracking.png) Email notifications You will receive email notifications once your order has been dispactched/shipped and, if the information is available, when your order is out for delivery. You can click the Track my shipment button on any of the emails to be taken to the tracking page for the shipping provider chosen. https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/aDIvXXFAzR/resources/XcCbBYOafz/Email%20confirmation.png (Email confirmation.png) We're always available to assist in the event that you don't find the information you are looking for. You can contact us via: Phone/SMS (USA) : +1 (805) 600-8625 Phone (Ecuador) : +593 23227520 Email : hello@toakchocolate.com

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 7

Can I place an order by phone or email?

Accepted Answer

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.

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

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

Question 8

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 9

Can I cancel my order?

Accepted Answer

Requesting a refund before my order has shipped

If you just placed your order within the last hour or two (or over a weekend) then it's normally easy for us to assist you with a refund.

However if your order has already shipped or is in the process of being fulfilled at our warehouse then it may not be possible.

Please contact us via one of the following channels with your Order ID and we will do our best to assist you.

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

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

Question 10

How can I check my shipping status?

Accepted Answer

Tracking your delivery

Once you complete the checkout process you will be taken to an order summary page where you can enter your phone numer and request shipping status updates via SMS. You will also find a link to track your order with the Shop app which offers detailed tracking information.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/aDIvXXFAzR/resources/p944XJNFVG/Install%20the%20Shop%20App%20for%20Tracking.png (Install the Shop App for Tracking.png)

Email notifications

You will receive email notifications once your order has been dispactched/shipped and, if the information is available, when your order is out for delivery.

You can click the Track my shipment button on any of the emails to be taken to the tracking page for the shipping provider chosen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/aDIvXXFAzR/resources/XcCbBYOafz/Email%20confirmation.png (Email confirmation.png)

We're always available to assist in the event that you don't find the information you are looking for. You can contact us via:

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

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

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

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

What are your shipping rates & shipping policy?

Can I place an order by phone or email?

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

Can I cancel my order?

How can I check my shipping status?