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.

What does my insurance cover?

Route+ is premium package protection for your online orders. We add Route+ at checkout, which ensures you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

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

Route considers packages marked "delivered" (and not received) as stolen. Route asks that you wait 5 days from the day the package was marked delivered; 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"

Claims are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.

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?

When you make your purchase you will get an email with your Route Order ID and a link to file a claim.

To go straight to the claim form, click here.

**To file a claim from your email, follow the steps below: **

  1. Open your email from Route.
  2. In the email, copy your Route Order ID and then click FILE A CLAIM. Route File a Claim.png
  3. In the claim form, fill out the required information–email address, subject line, and claim type.
  4. Once you choose a claim type (lost, stolen, or damaged), paste or type the Route Order ID into the required field.
  5. Fill out the rest of the fields and click Submit.

Note: Please accurately fill out all of the required fields so Route can help you as quickly as possible!

If you would like the To'ak Chocolate team to file a claim on your behalf please contact us with your order number and an explanation of the claim.

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.

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