FAQ icon

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

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?

  1. Take a photo of any damage.
  2. Submit the claim information and photo (if available) to us at [email protected] with a brief explanation of the issue.
  3. We aim to resolve claims within 5 working days of submission.

More Questions?

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