All items purchased from Ora Cacao are made in conformance to a shipment contract. This means that the risk of loss and ownership for such items pass to you upon our delivery to the carrier. We highly, highly recommend using the third party shipping insurance offered on our website at checkout (available for about 1% of the order cost). This will protect your package in case of theft, damage in transit, or loss, and entitle you to either a refund or re-order. It's super easy.
It is your responsibility as a customer to provide the correct, deliverable, physical address for delivery. For undeliverable shipments returned to us, please send an updated delivery address to firstname.lastname@example.org with your order number in the subject line. We will send you an invoice for postage to send to the new or corrected address. Once the original shipment returns to us, we can send it out again and hopefully it will make it the second time!
Shipping Domestic Orders
We'll get you the cacao that you need as fast as possible.
We ship all orders Mondays, Tuesdays, and Wednesdays. On Thursdays, we ship packages that will safely arrive by Saturday. Orders weighing more than 2LBs and shipping to the following states will not go out on Thursday as their transit time is 3 days meaning they will sit in the post office over the weekend... if you submit your order on Thursday and are shipping to one of the following states we will ship your order on Monday.
CA / NV / OR / WA / ID / MT / AZ / UT / FL / NY / CT / RI / MA / VT / NH / ME
To give our team enough time to prepare orders, the shipping cutoff time is 1PM EST / 10AM PST for US orders.
As soon as your package goes out, you will receive your package tracking number via email. We ship most domestic orders via Fedex Ground, and as such, cannot deliver to PO Boxes. If you absolutely need to ship to a PO Box, please contact us and we can arrange for direct shipping with USPS. Ora Cacao reserves the right to modify the shipping method and carrier used to deliver packages, as changes are sometimes necessary due to weather conditions, holiday carrier volumes, and fulfillment center inventory levels.
If you order includes cacao nibs, "Jar of Joy"dark chocolate hazelnut spread, or certain 5LB bag options not stocked at our primary fulfillment center, your order will ship direct from our production facility in California via USPS, not FedEx. All orders going to Hawaii or Alaska will also ship directly from our facility. Please allow an additional 1-2 business days for processing.
Our checkout offers estimated shipping time. We ship FedEx Ground from Kansas City: in most cases, this is 2 days or 3 days. These delivery times are not guaranteed ... they are subject to the performance of the delivery service and these are average times only. Please note, that if you order after the cutoff time, the order will not go out until the following day, so you'll need to add an additional day to the delivery time.
After placing your order, please keep an eye out for your package delivery – despite our best efforts, cacao left in a hot location will melt.
While rare, sometimes delivery mistakes happen. This is why we've added an affordable shipping insurance option to protect your orders from unforeseen circumstances like theft, damage in transit or loss. We highly recommend adding it at checkout - it will entitle you to a refund if your package does not get to you. Otherwise Ora Cacao is not liable for lost or stolen packages. You can learn more about how to opt in to low-cost shipping insurance and protect your orders here. Please contact us if your shipment does not get to you with your order number, we will file an insurance claim on your behalf.
If you've received the wrong product or something was missing from your order, email us at email@example.com with your order #, and what the error was. Photos often help too!
If you need to file a shipping insurance claim, e-mail us at firstname.lastname@example.org with your order # and explaining your situation, and we can process it for you.
Shipping - International Orders
We ship with FedEx Express for international orders. We ship all orders DDP, which means that "delivery / duty / brokerage" are all paid for when you place an order on our website. You can rest assured that there will be no additional charges to get your packages through customs and to release your package. We also have a standard delivery option available which you may select, but usually FedEx Express is just marginally more expensive and offers much faster service.
All international orders will ship within 3 business days.
For international orders we HIGHLY recommend selecting our third party shipping insurance at checkout for an expedited claims process. If you do not, and a package is lost in transit, we need to wait for 30 consecutive days from the date of last tracking update before we can file the lost in transit claim for that order. The third party shipping insurance allows us to process reimbursement and ship a replacement order much faster.
Pro tip: International shipping is far more economical with larger orders. Get a few friends together to share an order and receive our bulk discounts to help offset shipping cost!