At Chocolado Factory, we guarantee that your order will arrive in perfect condition at the shipping address you provide. If you are not completely satisfied with the quality of your order upon arrival, please contact our Customer Care team within 24 hours of delivery. Be sure to include a detailed description and photographic evidence of the issue to initiate a replacement or exchange.

We will offer a replacement or exchange of the product with an item of equal or greater value. Replacements will typically be shipped within 5 to 15 business days. For customized products, shipping may take longer due to the personalized nature of the items.

Due to the perishable nature of our chocolates, claims submitted without proper supporting documentation will not be eligible for reshipment. Chocolado Factory reserves the right to limit replacements at its sole discretion. Refunds are not available.

Our product guarantee applies only to orders shipped to the address as provided during checkout. We cannot guarantee product condition for packages that require rerouting by the carrier. Chocolado Factory is not responsible for delays or product conditions resulting from delivery issues, including but not limited to:

Incorrect or outdated shipping addresses;

Recipient unavailability or being out of town;

Failure to provide an updated or corrected address within 24 hours of a failed delivery attempt;

Circumstances beyond the control of Chocolado Factory or our delivery partners.

Orders returned or requiring rerouting due to address errors may be subject to additional shipping or labeling charges. We cannot guarantee same-day redelivery in such cases.

To ensure successful delivery, please provide complete and accurate shipping details, including recipient name, street address, apartment or suite number (if applicable), company name, and a valid mobile number.

Upon receipt, we recommend storing your Chocolado Factory products in a cool, dry place away from heat. The ideal storage temperature should not exceed 21°C (69.8°F) to maintain optimal freshness and quality.