due to health safety and quality regulations, we are unable to accept returns of perishable chocolates. damage, discrepancy, or otherwise must be reported via email within 24 hours of verified receipt with proof of purchase, and we reserve the right to request photo evidence. claims submitted thereafter will not be honored. in the event that the product or original packaging has been discarded, we are not able to issue credit.

i want to return my order, i no longer need it

due to the perishable nature of the products we sell, we are unable to resale them as we adhere to strict food and safety guidelines. any product that leaves our joy factory and/or store cannot be resold.

why can't i just exchange items if i don't want them anymore?

we are sorry you are unsatisfied with your gift. unfortunately, we are unable to refund or exchange as it is a perishable item.

i received chuao chocolates but i would like a refund or exchange.

we are sorry to hear that your experience was unsatisfactory. if you are not fully satisfied with your purchase, we encourage you to return it for an exchange or refund.
 
products purchased from our retail partners need to be returned to them, with proof of purchase, for a full refund or exchange, even if the packaging is open. we trust that your product will be replaced or refunded on your next trip to your local retailer.

i bought my chuao chocolate somewhere else and want a refund

due to health safety and quality regulations, we are unable to accept returns of perishable chocolates. if something is not right with your order, we are happy to support you in any way possible. please contact us via email at support@chuaochocolatier.com. damage, discrepancy, or other issues must be reported via email within 48 hours of verified receipt (based on the carrier&apos;s tracking information of the delivery of your order).please submit an image to support your concerns and keep the original packaging. for chuao store purchases, proof of purchase is required. do not discard your shipping packaging and chocolates as we may request for them to be returned for quality assurance inspection.we are not responsible for lost or stolen orders or delivery delays due to fedex, usps, or ups. please make sure to monitor your tracking number and email notifications accordingly. once your order ships out, we are unable to cancel it or make any shipping changes to the address or shipping method. we reserve the right to request photo evidence. claims submitted thereafter will not be honored. in the event the product or original packaging has been discarded, we are not able to issue a credit or replacement.purchases from retail partners must be returned directly to them. we can surely follow up on any concerns that you might have regarding your purchase that was made at a retail partner, however, we do need your proof of purchase and an image of the bar (opened) with lot number and expiration date so we can submit a claim. all concerns must be documented via our customer service department and cannot be resolved via phone. please email us: support@chuaochocolatier.com at your earliest convenience. you will receive a claim number that is logged for our q/a team to investigate as needed. no other department is authorized to follow up on customer service concerns, only via our established process in this policy.&#xA0; * please don&apos;t mail us your chocolate without a proper return authorization number (claim number). we are not held responsible for lost &quot;return orders in transit&quot;; we advise keeping your tracking number and shipping receipt to follow up with the carrier.

chocolate returns, refunds or exchanges

if your chocolate was damaged in transit (broken, melted, bloomed- when the cacao fat separates and turns the bar a white appearance, or other concerns), please email us at support@chuaochocolatier.com so we can support you as needed. be sure to: 1. notify us within 48 hours of delivery confirmation via the tracking history that the carrier provides. 2. give a brief explanation of your concerns, accompanied by clear images of the packaging of your order and of the chocolates in question. 3. do not discard packaging material or your chocolates as we may need you to return them (for quality assurance purposes). 4. if you discard the damaged chocolates and packaging, we will not be able to submit a claim through the carrier or support you in getting your issue resolved in a timely manner. please note that we are unable to resolve matters via phone or chat assistance as we thoroughly investigate and record each claim for quality assurance purposes.

damaged chocolate (broken, melted, bloomed, other)

we are so sorry to hear you are unable to enjoy your sweet order. as per our &quot;returns and refunds policy&quot; stated prior to checkout, we are not responsible for lost or stolen orders. once we ship out your order, we email you the tracking information and send out email notifications once the order has been delivered. please contact the carrier directly to submit a claim accordingly, as we cannot do this for you. fedex/usps/ups investigates and documents these issues. here is some information to help with your claim, as we are unable to issue you a refund if your order was lost or stolen. we will do everything we can to follow up and, if needed, support you in replacing your order at a discounted rate. fedex call 1-800-463-3339 have you tracking number available and notify them there has been an issue with your order, then open a claim. usps call 1-800-275-8777 have your tracking number available to track your package and state that you need to speak with a customer service representative. they will open an investigation number and get back to you within 1-3 business days. you can submit an inquiry regarding your order online at usps.com. select the &quot;help&quot; button on the right, which will prompt you to send an email with your tracking number, zip code, and a brief message explaining the issue. ups call 1-800-742-5877 have your tracking number available to track your package.

my order is not here and the tracking number states it was delivered, what can i do?

if a product is lost in transit due to an address error, theft, or negligence, we are not able to issue a refund. it is the purchaser&apos;s responsibility to request compensation from the shipping carrier. this applies to orders being shipped to a home, business, or third party.

my order was lost, can i get a refund?

if for some reason the gift box was damaged in your order, please let us know within 48 hours of receiving your order (based on the carrier&apos;s tracking information history when your order was delivered) so we can investigate accordingly and correct as needed. please email a photo of the damaged article &amp; shipping box to support@chuaochocolatier.com.

the gift box was damaged, can i get a new one?

if you can't find what you're looking for, please contact us here

Chuao Chocolatier

information about returns and order issues.

RETURNS

how do you say your name?

what does chuao mean?

what makes chuao chocolatier unique?

what is chuao's mission?

what are chuao's core values?

how do i contact the store or customer service?

ABOUT

oops! i chose the wrong items and no longer want my order

incorrect or missing items in my order

i just noticed my order is going to the wrong address, what can i do?

cancellation

where do I add a gift message?

this is a gift, can you hide the pricing? 

do you have any discounts for bulk or high volume orders?

where do you ship to?

free shipping policy

shipping guidelines

daily order cut off times

warm weather shipping

lost in transit

shipping to apo addresses

incorrect addresses

how can i ship to multiple addresses? can i select different products and gift messages to be shipped to different addresses?

i want to place a corporate order

why didn't my promotional code or promotional offer work?

how can i find out about your next promotional discounts?

how will i know the status of my order?

do you have any free samples?

international shipping

how do i place a wholesale order?

Who sent my gift?

shipment canceled/failed

ORDERING & SHIPPING

do you have vegan-friendly options (dairy-free)?

can't find a specific flavor?

bars with no gluten ingredients used

are your chocolates kosher?

are you a peanut-free facility?

does chuao chocolate contain lead and/or cadmium?

where can i find the ingredients, nutrition facts and expiration dates?

when are the holiday bars available?

out-of-stock items

what is the best way to store my chocolate purchase? expiration (freshness) or consume by date?

retail locations

PRODUCTS