SHIPPING + ORDER TIMELINE
WHEN TO EXPECT YOUR ORDER:
Current order timelines are operating based on our 7-10 production period not including shipping time to get orders out. However - how many items were ordered, where it is shipping too, and order volume all may add time to order timelines.
We want to ship the items as fresh as possible therefore your order is shipped out immediately after the products are made.
Please reach out if there are times you do not want your order shipped as the weather is warm and packages that are not picked up/brought in straight away can be prone to damage.
Preorders will switch to active once we sell out of our launch stock. Preorder timelines will be displayed on each item page as well as shown with a teal banner across each product image. Please do pay attention to preorder timelines and note while we aim to get products out within the timeline orders may go out slightly before or after the day range shown. If there is a time that you do not want your order shipped please send us an e-mail!
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 prefer the fastest shipping method through Canada Post to prevent damage during heat travel. The average time the cold packs stay at a working temperature to keep chocolate from melting is 48 hours. We do out best to pack extra cold packs for longer travel, however we cannot guarantee safe travel temperatures for any shipping options beyond 48 hours.
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! Shipping cost is slightly increased to support the use of extra materials in warm weather shipping. To date we have only had minor melting occur to orders shipping to very warm areas in the US however it is still a risk and can get impacted further by parcels being left outside/in mailboxes and other improper handling methods.
Further - to prevent shipments from damage shipments will only leave Monday- Wednesday meaning larger orders may take longer to ship out from when the order is placed.
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.
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!
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. We do not recommend shipping internationally during the warmer months!
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.
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 bars last 3-4 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