Q: What should I do if one of more of the items I ordered was missing when it was delivered?

First of all, we apologize if this happens . This is a problem, and we’re going to fix it. Please contact us via one of the following channels: Phone,SMS, WhatsApp : +1 (805) 600-8625 Phone (Ecuador) : +593 23227520 Email : hello@toakchocolate.com Include your name, phone number, order confirmation number. It is important that you also attach a photo of the package and its contents so that we can learn what went wrong. We will then contact you directly to advise a resolution. Please note we offer complimentary worldwide shipping insurance for lost, stolen or damaged orders. To learn more and file a claim 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 1

What is your Summer Shipping Policy (US Orders Only)

Accepted Answer

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 2

What should I do if one of more of the items I ordered was missing when it was delivered?

Accepted Answer

First of all, we apologize if this happens. This is a problem, and we’re going to fix it. Please contact us via one of the following channels:

Phone,SMS, WhatsApp: +1 (805) 600-8625

Phone (Ecuador): +593 23227520

Email: hello@toakchocolate.com

Include your name, phone number, order confirmation number. It is important that you also attach a photo of the package and its contents so that we can learn what went wrong. We will then contact you directly to advise a resolution.

Please note we offer complimentary worldwide shipping insurance for lost, stolen or damaged orders. To learn more and file a claim click here.