By placing an order on the Firefly Chocolate webpage (https://ceremonial-cacao.com/), you agree that you have read and agree to the terms and conditions of our shipping, cancellations, and return policies, detailed on this page below.
Shipping PolicyAll items purchased from Firefly Chocolate 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 email@example.com 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!
CancellationsIf you submit an order cancellation request, we may or may not be able to stop the order before it is sent by our fulfillment center. We will do our best but if we are unable to stop the order before it goes out, you may return it as detailed in our returns policy below. As orders are processed very quickly, please be sure to place an order only for what you would like us to actually ship!
If you need to update the shipping address on your address, please contact us immediately with the correct address at firstname.lastname@example.org and we will do our best to update it before the order goes out, yet we can’t guarantee we will catch it before it gets shipped. Please double check your address when you are submitting your order.
Shipping Domestic Orders
All orders ship on a best effort basis only and shipping times are not guaranteed. We do not guarantee carrier shipment times, and as of May 2020 the carrier networks have been overloaded due to the pandemic resulting in some shipments taking longer than usual.
We ship all orders Mondays, Tuesdays, and Wednesdays. Our cut off time for same day shipping is 10am PT on Mondays and 1pm PT on Tuesday and Wednesdays. On Thursdays, we ship all packages received by 1pm PT that will safely arrive by Saturday (most shipments fall in this threshold, except for rural areas). Otherwise we will ship these packages on Monday.
As soon as your package goes out, you will receive your package tracking number via email. We ship most domestic orders via USPS Priority Mail, which typically delivers in 2-3 days.
Firefly Chocolate 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 inventory levels.
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. If it is particularly hot in your location, we encourage you to await a cooler week to order.
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 Firefly Chocolate is not liable for lost or stolen packages. If you have shipping insurance 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 OrdersWe ship with the best express option for international orders, usually DHL. We ship all orders DDP, which means that delivery, duty + taxes, and 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 Express is just marginally more expensive and offers much faster service.
All international orders will ship within 2 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!
Return Policy1) Firefly Chocolate does not offer returns or refunds of opened product as this is a food product.
2) Please see below on what to do if your cacao arrives melted.
3) We do not offer returns or refunds for cacao that did not deliver on time: see the details of our shipping policy above.
4) In cases excluding situations described in 1) and 2) and 3), Firefly Chocolate will offer a refund less 25% restocking fee for unopened product returned to us within 21 days. Send an email to email@example.com letting us know with your order number in the subject line, and send the product back to:
399 Business Park Court
Windsor, CA 95492
We are not able to refund shipping charges. If the product arrives back at Firefly melted, we won't refund the cost. To avoid this, please ship in original packaging with a cold ice pack. If you received your cacao with an ice pack, it can be re-used by placing it in the freezer before shipping.
What if my cacao arrived melted?
- Insurance does not cover melted ceremonial cacao kits.
- Insurance does not cover instances when the cacao melted due to mail carrier delays.
- Insurance does not cover melting claims made more than 24 hours after delivery of the package.
- Due to extended transit times melting is not covered for any international shipments, except for DHL shipments to Canada which are covered. We highly recommend selecting the Express shipping option for cacao shipments in the summer time.
We'd love to help!
If you have other shipping questions not covered here, please reach out to us at the blue chat box in the bottom right corner of your screen or email us at firstname.lastname@example.org and we will be in touch soon!
We very much believe in the quality of our product - please contact us if you are unsatisfied in any way and we will do our best to help.