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.

USA Orders Only

During the summer months (typically Jun-Sep), most orders will ship from Monday through Wednesday so that they arrive before the weekend. This makes it easier for us to keep your chocolate cool during transit.

The cut-off time for same day shipping is 8am Mountain Time. Therefore, orders received after 8am Wednesday (Mountain Time) will be held for shipping on the following Monday unless otherwise requested by email or phone.

If you need to rush your shipment, regardless of temperature, please write to us at hello@toakchocolate and we will do our best to get the shipment out that same day.

What day will my order ship?

Orders received on Monday and Tuesday will ship the next business day.
Orders received during the rest of the week will be shipped on Monday.

All orders are shipped with ice packs during summer months or when the transit or final destination is warm.

Rest of the world (excluding Ecuador)

All orders are dispatched as per our normal shipping policy.

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 (excluding Ecuador) receive complimentary shipping insurance with Route.com. Read the details here.

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 3

My chocolate/package arrived damaged, what should I do next?

Accepted Answer

First of all please TAKE A PHOTO of the damage

We apologize if this happens. In order to resolve the issue satisfactorily we ask you to take a photo (or several photos) that clearly show the damage to the product. This will assist us in processing your complimentary shipping insurance claim ASAP.

We’ve spent a great deal of time and resources trying to figure out the best possible way to protect your chocolate during shipment. Between our farmers and our production in Ecuador there are only two other steps between you and your chocolate: our warhouse and fulfilment team and the courier/postal service. It is very rare that a package arrives damaged, but on the odd occasion something unintended can occur. Rest assured we will resolve any issue of damage, loss or theft of your order.

You are entitled to complimentary insurance

If your chocolate is melted or severely discolored upon arrival due to extreme weather, you are entitled to file an insurance claim for a refund or replacement. Click here to view the process for filing an insurance claim. While it is not necessary, we do appreciate if you can advise us of any damage as this will help us to reduce the risk of it occuring again and we can also assist with a speedy resolution of your insurance claim.

If my bar is broken can I still eat it?

If the bar is broken (which can occasionally happen due to handling during shipment) but otherwise the coloration of the bar is normal, we consider the bar still in good form for tasting and enjoyment. However we understand that you have paid for your chocolate to arrive in pristine condition and should you not be satisfied with the condition in which it was received, you are entitled to file an insurance claim. To view the process for filing a claim please click here.

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 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.

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

What is your Summer Shipping Policy (US Orders Only)

My chocolate/package arrived damaged, what should I do next?

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