SHIPPING + ORDER TIMELINE

WHEN TO EXPECT YOUR ORDER:

Current order timelines depend on the day the order was placed (launch days versus preorder).

Launch day orders usually process between 10-15 days before shipping commences but this can vary if order volume is higher than usual that day. On launch day hundreds of orders are placed just seconds apart - we aim to fill orders as fast as possible but small staff and supply chain issues can add delays. We appreciate your patience and hope to work with you should here be an issues or questions!

 Preorders processing times will be indicated in the descriptions for items. We are a small batch gourmet business with real folks hand-making items - as the business grows we will aim to lessen processing times. 

We want to ship the items as fresh as possible therefore your order is shipped out immediately after the products are made. 

Please utilize the cart notes box if there are dates that you do not wish your order to be shipped, or dates you are looking to receive your order by - some requests are not possible but we are always happy to help when we can - and if we can't do it we will follow up with you to find a solution!

PREORDER INFORMATION:

See above section on preorders. 

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!

HEAT SAFE CANADA-WIDE SHIPPING:

We are now entering Fall/Winter weather which means we can ship packages Monday - Friday and without the additional cold shipping methods we have been using. That being said, we only know our weather and not the weather where you live! If you live in a warm area kindly add the 'cold shipping' option as a product in your cart. 

All shipping in the warmer temperatures is 'ship at your own risk' due to delay potentials with couriers - however we will be taking all the precautions to pack summer parcels with the utmost care!

 

LOCAL ORDERS:

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!

U.S/AMERICAN SHIPPING:

*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. 

Please read the preorder timeline to get an estimate on wait times before your order will ship. 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! We are not responsible for damaged orders placed on the website in the warmer months. This means we cannot offer refunds on damaged orders outside of our guaranteed shipping area. We have so far had good luck shipping even to the hotter states with minimal melting however it does depend on several factors so we always want you to know the 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! 


INTERNATIONAL SHIPPING:

All international orders should be shipped using the fastest arrival time to ensure product arrives intact and fresh! If your area is warm please consider adding 'cold shipping' as a product to your cart so we can ship it specifically for warm weather. 

Please note it is beyond our control if cold shipping and the fastest shipping method is not selected as this may compromise the integrity of your treats! We also strongly recommend you select international shipping that has TRACKING! If you do not select this option the post office cannot track the parcel and neither can we! This means the items are not insured and you are not protected against missing mail.

DSRT Co is not responsible for package delays due to postal services, customs or any governing agency responsible for the movement of goods in and out of your home country.

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. 


RETURNS:

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. 

REFUNDS: 

Refunds can only be made on orders that have not begun fulfillment. Please e-mail us with your order number and name as well as a reason for the return so that we can process the refund. Refunded fees can only be processed on the payment type that you paid with for your order. If order fulfillment has begun on your order, or a shipping label has been printed - this means the order has already been fulfilled and cannot be returned. 

 

TO BE NOTED:

Please note the filled bars last 4-5 weeks from production day before their quality decreases! They should be frozen in that time to enjoy them longer (up to 3 months).

Sometimes there may be variations in design as each bar is hand crafted. We are artists producing small batches of edible art!

If you want your order shipped for a later date, please include that in the message box during check-out