Refund policy

By placing an order on our store, you agree to the policies outlined below.

 

Promotional Events

Any orders placed during promotional periods, including but not limited to Black Friday, Boxing Day, New Year's, Mother's Day, and other special sale events may experience longer than usual processing timeframes.

Order Delays Due to Weather

During periods of extreme weather—including heat waves, snowstorms, or other severe conditions—orders may be delayed to ensure product quality and prevent damage during transit. We will resume shipments as soon as weather conditions allow.

 

Order Processing

Orders ship within 2-5 business days. A business day is Monday through Friday, excluding holidays. All customers will receive a tracking link upon shipment of their order. Tracking links contain the most updated information available regarding order status.

 

Address Corrections

If you input your address incorrectly, please send an email to info@zorawchocolates.com as soon as possible to inquire about the order status. While we will do our best to assist with the change, we cannot guarantee the ability to update your address as we work with external courier companies and must adhere to their timelines. If your order has already been shipped, we are unable to change the delivery address, and you will need to contact the courier directly to have them update the address.

 

PO Boxes/Remote Location

PO Boxes and orders shipped to remote locations may experience extended order processing and longer delivery timeframes. Remote locations include, but are not limited to, YT, NT, NU, and NL. Orders shipped to these locations may also be impacted by extreme weather conditions, leading to potential delays and/or spoilage due to prolonged transit times. As such, refunds or replacements will not be issued for orders shipped to these locations.

 

Missed Deliveries

Once an item has left our warehouse, we encourage all customers to stay informed about the delivery progress by regularly checking the tracking link provided. This will give you real-time updates on the status of your order. In the event of an unsuccessful delivery attempt, the package will be redirected to the nearest depot or collection point for pickup.

It is the responsibility of the customer to retrieve the package from the designated pickup location. ZoRaw is not responsible for packages that are not retrieved and will not issue refunds or resend products if the courier deems the package available.

 

Incorrect Address/Incorrect Delivery Location

We ship orders to the exact address provided at checkout. If you realize that you have entered an incorrect or incomplete address, please contact us immediately to update it. However, if the order has already shipped, it becomes the responsibility of the recipient to contact the courier and arrange for a correction.

If an order has been marked as delivered but cannot be located due to an incomplete address—such as missing business hours, door codes, buzzer information, apartment/unit numbers, or other specific delivery instructions—it is the recipient’s responsibility to contact the courier and file a claim.

Once a package has been delivered, we are unable to issue refunds or replacements, as it is the recipient’s responsibility to ensure that the correct shipping address and delivery details are provided at checkout.

Lost in Transit

For any packages lost in transit, please contact us as soon as possible at info@zorawchocolates.com We will immediately initiate a trace with the courier. Once the courier has completed their investigation and deemed the package lost, we will promptly process a replacement.

 

Rejected Parcels

If your order is returned to us for any of the following reasons, we will refund your payment method for the product(s) returned, minus the postage we paid to ship the order, any additional fees incurred to return the products to our warehouse (including return postage) and any other fees incurred due to the rejected parcel.

• Incorrect, incomplete, or undeliverable address
• No one available to accept the delivery
• Order refused by the customer

 

Returns

As our chocolate is a food product and cannot be resold due to health and safety regulations, we do not accept returns.

 

Shipping Methods

At checkout, you can choose your preferred shipping method. Below are the detailed descriptions of each option:

• Standard Shipping: Delivery typically takes 3-5 business days from the time the order is shipped.
• Canadian/Remote Shipping: Delivery typically takes 3-10 business days from the time the order is shipped. 
• Insulated Express Shipping: Delivery typically takes 1-2 business days (excluding PO Boxes/remote areas). During the summer months, orders are shipped with insulated liners and gel "ice" packs

 

Melted Products

As chocolate can melt during warmer climates, we do not provide refunds or replacements for items that arrive melted. We strongly encourage customers to consider their local weather conditions and choose the appropriate shipping option for their needs when placing an order, especially during warmer months or if residing in regions with consistently high temperatures

For customers in warmer climates, we offer Insulated Express Shipping, which includes insulated box liners and gel “ice” packs to help prevent melting during transit. While this significantly reduces the risk of melting, it does not guarantee the product will arrive in perfect condition, as extended exposure to heat during delivery, or being left outside for an extended period of time can can still have an impact.

 

Bloom

Chocolate bloom is a natural and harmless occurrence that can appear as a whitish or grayish coating on the surface of chocolate. It happens when cocoa butter or sugar rises to the surface due to changes in temperature or humidity. Bloom does not affect the safety, flavor, or quality of the chocolate.

Because bloom does not impact the taste or product integrity, refunds or replacements will not be provided for products affected by bloom.

 

Pre-Orders

Pre-order timelines are estimates and subject to change. While we strive to ship orders within the specified timeframe, delays may occur, especially during new product launches. As pre-order timelines are subject to change, if you prefer to cancel and receive a refund, please contact customer support for assistance. If your order contains multiple pre-order items and one becomes available earlier, we will ship the items separately.

 

Delivered but Not Received

A delivery is considered completed once the courier’s tracking system shows the shipment as “Delivered.” If you are unable to locate your package despite this status, please contact the courier directly to initiate a missing package claim. We are not responsible for lost or stolen packages after delivery has been confirmed by the courier.

 

Order Cancellations

Email info@zorawchocolates.com to request a cancellation. Please note that once an order has been processed or shipped, it is final and cannot be cancelled. Refunds are processed back to the original payment method within 2–5 business days.