Perishable and/or edible items that have left our facility are non-returnable. In the event your items appear to have been damaged during transit, we will work with you to file a claim with the shipping company in order to provide you with a replacement. To be eligible for a return, your item must be unopened and/or unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. You must also be able to provide information from the original shipping label that was on the outside of the box. Once an order has been completed and shipped, its contents cannot be altered or canceled.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com before sending your item to us. We will determine the next steps upon reviewing the information and/or photos you provide. Given the situation, we may require to discuss the particulars over the phone (or in person if applicable), before determining whether an exchange or refund is possible.
All of our perishable and/or edible items are guaranteed to be fresh when they are packaged and shipped to the shipping address provided upon checkout. The Hot Chocolatier, Inc. is not responsible for delays in shipping and will not replace items in shipments due to inaccuracies in shipping address information provided upon checkout or over the phone. The Hot Chocolatier, Inc. assumes any and all addresses provided have been verified and checked for any inaccuracies by the customer. In the event a shipment is returned to The Hot Chocolatier, Inc. due to inaccuracies in address information provided, any and all additional shipping costs [for re-shipment to corrected address(es)] are the responsibility of the customer.
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you any type of refund or exchange.
We cannot return items due to your taste or flavor assumptions.
All items included within our online store have a detailed description of flavors, components, and/or ingredients used to create products. We do not offer a replacement for items in any such event where a flavor profile or combination of flavors has been ordered, sampled, and/or tasted and determined to be unsatisfactory. It is the customer’s responsibility to consider his/her own preferences for flavors and willingness to experience new flavor options prior to placing any order. On occasion, we like to be adventurous with our flavor profiles, and so it is up to the customer to determine his/her willingness to take a chance and try something different. For instance, if you know you have a low tolerance to spicy foods, refrain from ordering items containing peppers. Also, some food items taste different when they're made in small batches from scratch, so keep in mind that flavors and textures may differ from items produced elsewhere on a larger scale.
Allergy warnings have been posted throughout the informational pages and product pages of this website. The following is the allergy information for all products at The Hot Chocolatier, Inc.:
Allergy information: Our products are made on shared equipment that processes: milk, wheat, soy, tree nut, & peanut products.
Gluten & Dairy information: While we typically have some flourless options on-hand, we cannot claim we are a gluten-free facility because we do make products with wheat and flour. As for dairy, it is an ingredient in almost everything we produce.
In light of the allergy warning provided, it is the responsibility of the customer to only order products that are deemed safe for consumption. If there's ever a question about ingredients, please call us at 423.266.3066. (We're not able to disclose any trade secret information over the phone, but can certainly let you know if a potential allergen is used in a product.)
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company - as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of the above and you still have not received your refund yet, please contact us at firstname.lastname@example.org. We cannot guarantee that we can locate a missing refund, but we will give our best effort to assist.
Sale items cannot be refunded and/or exchanged.
If the item was marked as a “gift” when purchased and shipped directly to the gift recipient, we cannot issue a refund in US dollars or offer any exchanges to the gift recipient. We can only offer the original purchaser of said gift any type of refund and/or exchange. If a package arrives damaged, we will work with the shipping company to replace the item and/or provide the sender of the gift with the appropriate amount of refund and/or exchange.
Gift cards cannot be refunded or exchanged for US dollars.
Please check about food allergies with any potential gift recipient prior to sending a gift of food. It is your responsibility as the gift-giver to determine the potential food allergy hazard involved when sending a gift. The Hot Chocolatier, Inc. is not responsible for any instance wherein a food allergen is gifted and then ingested by a person (or persons) allergic to ingredients used for production of a food item manufactured by The Hot Chocolatier, Inc.
Before you determine that it is necessary to ship an item back, be sure that you have spoken with an associate of The Hot Chocolatier, Inc. either via email or over the phone (423.266.3066). To return your product, you should mail your unopened and/or unused product to: 1437 Market Street, Chattanooga, TN USA 37402
In the event that your order was not damaged in shipping, but you feel it necessary to return an item, you will be responsible for paying for your own shipping costs. Be sure to let us know to look for it. If we have not received a call and/or email about any returned package arriving at our shop, we are not responsible for opening it and/or contacting you in a timely manner.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping any item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item(s).