FAQs

My order hasn’t arrived on time

We’re sorry to hear this. If your order hasn’t arrived by the date given by your courier, please check your tracking information to see if it’s been held up along the way. Clicking the link from the email will show the most up-to-date status. The most common issues are incorrect addresses or customs fees, if you’re an international customer.

If your tracking hasn’t updated for 5 working days, please contact us and we’ll investigate with the courier.

If your order has been sent to Puerto Rico, Hawaii, US Virgin Islands or Guam, then please allow an additional 14 working days for your tracking to update before contacting us to investigate your order.

Note that international orders ship from the United States and are typically delivered 8 -14 business days once the order has been shipped. Once your order has left the warehouse, the courier will have the estimated delivery date through its tracking link, in your shipping email.

If your package stops moving at any point, don’t worry! It’s still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events and this will be reflected in your tracking.

My order is missing

If your order has been marked as delivered, and you haven't received it, or it has gone missing on its way to you, we’re truly sorry. Please contact us with your order number and we’ll investigate.

An item in my order is faulty

We’re sorry to hear this! Please contact us with a photograph of your faulty item, your order number and we’ll investigate.

I’ve made an error in my order

Once an order has been placed on the website, we cannot make any changes. However please contact us to explain the issue and we’ll see how we can help.

I’ve made an error with my shipping address

As above, once an order has been placed on the website, we cannot make any changes to it. However please contact us to explain the issue and we’ll see how we can help.

Can I cancel my order?

If you can contact us before the order ships, we may be able to cancel it for you. If you contact us after this point, then the order cannot be cancelled.

How are State taxes applied?

If your order qualifies for State taxes, these will be applied at checkout. State taxes are generally only applied if you live in the same State as our warehouse, which is New Jersey.

How are International taxes applied?

Your country will have its own rules for taxes and duties and these will be applied at checkout.

Can I return my item(s)?

While we value you as a customer and want to make sure you are satisfied, we are unable to offer refunds, returns, or exchanges.

What to do if my item(s) are damaged?

We will gladly replace any item that may have been damaged during shipping. Please visit our Contact Page and provide your name, order number, and a photo of the damaged product within 3 days of your package delivery.

Shipping in the United States (USA)

We ship throughout the United States, using different national couriers.

Your delivery time will vary depending on where your order is being delivered, and will be confirmed at checkout.

International orders

We ship internationally, and your order will take 8-15 working days to arrive, depending upon the country it's being shipped to. Just to confirm, your country will have its own rules for taxes and duties and these will be applied at checkout.

How do I unsubscribe from the newsletter?

We will never share or sell your personal details with anyone.

The emails that we send are generally related to product launches and new drops, events and exclusives. 

You can unsubscribe at any time, simple click the link at the bottom of your email and submit your details.

I want you to delete my personal details

If you want to delete your ChocFactory.com account, please contact us and we will begin the process of verifying your identity. We need to do this to ensure that we’re speaking to the correct account holder, and to ensure your personal information is protected.

It may take up to 30 days for your request to be processed and your account to be deleted. In deleting your account, you will no longer be able to login, view past orders or any communication preferences that you have with CHOC. 

To start the process, please email datarequest@chocfactory.com with your account details.

Does CHOC test on animals?

No, never.

We’re fully committed to being cruelty free and this is a core value for CHOC.

Are CHOC products Vegan?

Yes. 

All of our products are vegan.

Are CHOC products gluten free?

While our products are gluten free we cannot always guarantee that they haven’t come into contact with ingredients that have been derived from gluten, during manufacturing.

Are CHOC products hypoallergenic?

Yes.

Do CHOC products contain parabens?

No.

My question isn’t answered here

For any other questions that we haven’t answered here, please contact us.