Question 1

How can I leave a review of your product or service?

Accepted Answer

**Leave us a review online**

When you place an order with To'ak Chocolate you will receive an automatic email invitation from Trustpiloy to leave a **verified review**. You can also see our existing reviews on our [Trustpilot page](https://www.trustpilot.com/review/toakchocolate.com).

**Have you experienced an issue or are you not happy with your product/experience?**

From time to time we (or our fulfilment and delivery partners) make mistakes, afterall no one is perfect. What we can guarantee is that if a mistake was made with your order we will do our very best to resolve the matter for you satisfactorily. We ask that you follow these steps:

1. If your product was damaged please take a photo and share it with us via the contact details below. We offer complimentary shipping insurance for these rare cases.
2. If your product never arrived or was stolen please contact us or [file a claim](https://library.toakchocolate.com/faqs/do-you-offer-shipping-insurance) with our complimentary insurance policy.
3. If your product arrived by you simply weren't satisfied OR for any other reason, please reach out via the channels below and we will work with you on a satisfactory resolution.

> We offer a satisfaction guarantee which you can view [on our website](https://toakchocolate.com/pages/legal-notice) or in this [FAQ tool](https://library.toakchocolate.com/faqs/do-you-have-a-refund-or-satisfaction-guarantee-policy).

**Phone (USA)**: +1 (862) 505-2811

**Phone (Ecuador)**: +593 23227520

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

**Email**: hello@toakchocolate.com

> Whatever the outcome [we welcome you leaving a review](https://www.trustpilot.com/review/toakchocolate.com) on our Trustpilot page

Question 2

Can I speak to someone at To'ak or have you call me?

Accepted Answer

Yes! We are more than happy to call you to discuss an order or general question. Please share your contact details with us and we'll be in touch.

**Phone (USA)**: +1 (862) 505-2811

**Phone (Ecuador)**: +593 23227520

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

**Email**: hello@toakchocolate.com

Question 3

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.

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

![Email confirmation.png](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/aDIvXXFAzR/resources/XcCbBYOafz/Email%20confirmation.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 (USA)**: +1 (862) 505-2811

**Phone (Ecuador)**: +593 23227520

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

**Email**: hello@toakchocolate.com

Question 4

Can I store my chocolate in the refrigerator or freezer?

Accepted Answer

**We recommend that you NEVER store dark chocolate in a freezer**

If you live in a home where the indoor temperature doesn’t exceed 24° C (75° F), it’s best to simply store your chocolate at room temperature, in a dry place that is protected from sunlight and other strong odors. For example, in a cupboard.

If you live in a hot place and don’t have air conditioning, you can store your chocolate in a refrigerator or a wine cooler; in this case, we advise you to first put the chocolate in a ziplock bag, to protect it from moisture.

Follow this link for more [detailed storage instructions here](https://library.toakchocolate.com/faqs/how-should-i-store-my-chocolate).

#### More Questions?
Use a keyword or phrase in the search box above or [contact us](https://toakchocolate.com/pages/contact) via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 5

Can you ship my gift without the price?

Accepted Answer

For orders within the USA we do not include the price as standard. For orders to all other countries we are required to include a shipping invoice for the purpose of customs import process.

Get in touch with us if this is an issue as there are some possible solutions we could offer in certain cases.

#### More Questions?
Use a keyword or phrase in the search box above or [contact us](https://toakchocolate.com/pages/contact) via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 6

I have a retail store and would like to stock To'ak Chocolate, who should I talk to?

Accepted Answer

We would love to hear from you! Simply [complete this quick form](https://library.toakchocolate.com/workflows/new-retailer-distributor) with your business details and we will reach out about possible next steps.

#### More Questions?
Use a keyword or phrase in the search box above or [contact us](https://toakchocolate.com/pages/contact) via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 7

I would like to distribute To'ak Chocolate, who should I speak to?

Accepted Answer

We would love to hear from you! Simply [complete this quick form](https://library.toakchocolate.com/workflows/new-retailer-distributor) with your business details and we will reach out about possible next steps.

#### More Questions?
Use a keyword or phrase in the search box above or [contact us](https://toakchocolate.com/pages/contact) via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 8

What is the difference between bulk cacao and fine flavor cacao?

Accepted Answer

**The Three Varieties of Fine Flavour Cacao**

There are only three varieties of cacao that [officially qualify as “fine flavour”](https://www.icco.org/faq/53-cocoa-beans/116-fine-or-flavour-cocoa.html), according to the International Cocoa Organization (ICCO). This includes:

> **1. “Nacional”** (primarily from Ecuador, as well as one part of northern Peru)
>
> **2. “Criollo”** (primarily from Venezuela, and as well as a few pockets of Central America)
>
> **3. “Trinitario”** (originally from Trinidad and Tobago, although now grown in other locations as well). Technically, “Trinitario” is a family of cultivars, rather than a true variety.

**Where Does Fine Flavour Cacao Come From?**

Only 5% of the global cacao supply is designated as “fine flavour” (aka “fine flavor” or “fino y de aroma”), the majority of which comes from [only one country: Ecuador](http://www.anecacao.com/en/quienes-somos/cacao-nacional.html). The remaining 95% of the global cacao supply is designed as “bulk” cacao, which primary includes varieties like “Amelonado” (heavily planted in West Africa) and high-yield cultivars like CCN-51, which is known for its poor flavor profile.

**What Does To'ak Use?**

To’ak exclusively uses “Nacional” cacao from Ecuador. 
 
You can learn about the differences between Nacional and Criollo cacao [here](https://toakchocolate.com/blogs/news/what-is-the-best-cacao-variety-in-the-world), and you can take a deep dive into the different grades of Ecuadorian cacao [here](https://toakchocolate.com/blogs/news/the-different-grades-of-ecuadorian-cacao).

#### More Questions?
Use a keyword or phrase in the search box above or [contact us](https://toakchocolate.com/pages/contact) via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 9

I am a travel agency and would like to sell your tour, who should I speak to?

Accepted Answer

We would love to hear from you! Simply [complete this quick form](https://library.toakchocolate.com/workflows/new-travel-partner) with your business details and we will reach out about possible next steps.

#### More Questions?
Use a keyword or phrase in the search box above or [contact us](https://toakchocolate.com/pages/contact) via phone, SMS, WhatsApp, email or social and we are happy to help.

Question 10

I am interested in a brand collaboration, who should I talk to?

Accepted Answer

Thanks for thinking of us, and we’re curious to learn more. Please [contact us](https://library.toakchocolate.com/workflows/contact-us/) and let us know what you’re thinking. We’ll get back to you as soon as we can.