WHEN TO EXPECT YOUR ORDER:
Once you place an order you will see your estimated shipping timeline - please note that from the day you place an order, your order goes into a queue of orders. Everything we offer is made fresh, from scratch in small batches. Therefore you should anticipate a minimum of 7-10 days from order date before the order is shipped out to you. We want to ship the items as fresh as possible therefore your order is shipped out immediately after the products are made. Please keep this in mind when reaching out inquiring about your orders shipment date/whereabouts.
NOTICE ABOUT SHIPPING:
We will no longer be allowing changes to shipments such as refunding/bundling shipping services, processing shipping for pick-up orders, etc. This leads to a lengthy wait in processing as well as the room for clerical errors. Please ensure you have selected the correct shipping method, try to get your orders in one shipment versus several, and only select local pick-up if you can certainly pick up the order. Once you have selected shipping and we create the label we cannot issue a refund or a change in address so please ensure those details are correct!
We prefer the fastest shipping method through Canada Post so your order arrives in time and doesn't get damaged by the elements.
Please note, we are not in control of shipping fees - these are decided by the courier. We hope once our business grows to high shipping volumes we can offer flat rates to aid in shipping costs.
Local pick-up is available through out Hamilton storefront. We appreciate you making note of the address (you can google it now, so cool!) ahead of time so you do not commit to a trip you cannot make. Each week the pick-up hours for the week will be posted on the website - you do not need to confirm a time or day with us - simply come by during those times, with a mask! The door may be locked but we will be able to see you and let you in!
Moving forward local pickup orders will be held for 1 week from the day you receive your pick-up notification e-mail and then you risk losing your order. If you think it will be longer please do reach out to us!
*US SMALL PARCEL* This option does not provide tracking! Therefore when you are checking the shipping updates it will not show the accurate update. If you are wondering about your order please send us an e-mail with your order #. There is a paid tracking option for an extra fee with USPS - please do pick this option if you wish to track your American order.
American shipments typically take 7-10 days to arrive from their shipping date. If you chose the tracked parcel option you will be able to track it from your end on the Shop app or your order page. Please be mindful of the weather! If you live in a hot state and the temperatures are already above 70 degrees F then your chocolate may melt along the journey and it is ship at your own risk!
If there are any questions about when items will arrive/if they have shipped yet please e-mail us with your order # and full name + address to we can ensure we are checking the correct order.
We have not been made aware of any extra duties charged for our across-border shipments, however we cannot guarantee that is the case for all areas of the U.S!
At this time, we are very new to shipping across the world! We have had great success choosing private couriers (UPS, FEDEX, DHL, etc) to ship outside of Canada and the US.
However, the shipping rates for international shipping are often very high ($200 CAD+ to locations such as AUS with priority shipping).
Should you prefer this method, please send us an e-mail so we can arrange the shipment for you. You would need to pay an invoice for your shipping fee + items separate from shopify and we would ensure you can track your parcel through the carrier,
HOW TO CHECK TRACKING ON SHOPIFY
You should have access through your ORDER STATUS page generated from your shopify purchase - if you cannot locate this you can also download the SHOP app which helps check tracking from online vendors in one place. The shop app also makes checking out a quicker process.
At this time we are unable to offer returns or exchanges of our product. For sanitary and health reasons, once the items have left our premises we cannot take them back. We currently do not offer refunds due to the small-batch and time intensive processes it takes to produce our items, however should there be any issues with your order please contact us right away so we can troubleshoot and ensure you have a good experience with us!
Please be mindful of our shelf-life considerations when placing your order - we always suggest choosing the quickest shipping option if you are ordering items with a shorter shelf-life.
For missing parcels please send us an e-mail so we can open a missing parcel inquiry with Canada Post to try and locate your package and remedy the issue.
For broken/damaged/missing items: please send us an e-mail right away explaining the issue and our customer service team will do their best to make sure the issue is corrected.