Shipping Overview
At Terroir Cocoa, we understand that your artisan chocolate deserves to arrive in perfect condition. Our shipping process is carefully designed to preserve the integrity of our handcrafted bars, using climate-appropriate packaging and reliable carriers. All orders are processed and shipped directly from our farm headquarters in Napo Valley, Ecuador.
Note: Due to the sensitive nature of premium chocolate, we do not ship to PO Boxes for expedited services requiring signature confirmation. Please ensure your shipping address includes a physical street location.
Processing Time
All orders are hand-packed with care to ensure freshness and quality. Standard processing times apply to business days (Monday–Friday, excluding Ecuadorian public holidays).
- Standard Orders: 1–3 business days
- Custom/Gift Orders: 3–5 business days (due to personalization and premium wrapping)
- Peak Seasons (Oct–Dec & Mar–Apr): Allow an additional 2–3 business days for processing
You will receive a confirmation email once your order is placed, and a separate shipping notification with tracking details once your package leaves our facility.
Shipping Methods & Costs
We offer multiple shipping options tailored to your location and urgency. Shipping costs are calculated at checkout based on destination, weight, and selected service.
| Service | Region | Cost | Features |
|---|---|---|---|
| Standard Ground | North America & Europe | $8.95 USD | Reliable tracking, eco-packaging |
| Expedited Express | Worldwide | $18.50 USD | Priority handling, temperature-buffered |
| Same-Day Dispatch | North America | $32.00 USD | Orders placed before 12 PM EST |
| Free Shipping | All Regions | Orders over $120 USD | Upgraded to Expedited Express automatically |
Delivery Estimates
While we strive for timely delivery, please note that shipping carriers handle packages outside of our control. Estimated delivery windows include processing time plus transit time.
- United States & Canada: 5–10 business days
- United Kingdom & European Union: 7–14 business days
- Asia-Pacific & Latin America: 10–21 business days
- Rest of World: 14–30 business days
For temperature-sensitive regions or extended transit times, we recommend adding our Climate-Controlled Shipping Add-On ($7.50) at checkout, which includes insulated packaging and gel packs.
Tracking Your Order
Once your order ships, you will receive a tracking number via email and SMS (if provided). You can track your package in real-time through your carrier’s website or by logging into your Terroir Cocoa account dashboard.
If your tracking information does not update within 48 hours of shipment, please contact our support team. We monitor all international shipments and will intervene with carriers if delays exceed estimated windows.
Customs, Duties & Taxes
For international orders, import duties, taxes, and customs fees are the responsibility of the recipient. These charges are levied by your country’s customs office and are not included in our shipping costs.
Important: We clearly mark all packages as "Handcrafted Chocolate - Non-Alcoholic" to facilitate smooth customs clearance. If your package is held by customs, we will assist with documentation but cannot guarantee exemption from local duties.
Damaged or Lost Packages
Your satisfaction is our priority. If your package arrives damaged, melted, or missing items, please notify us within 48 hours of delivery with clear photos of the packaging and contents.
- We will replace damaged items at no cost or issue a full refund
- Lost packages are investigated with the carrier; if not located within 5 business days, a replacement or refund is issued
- All claims must include proof of delivery issues and original shipping confirmation
Contact Us
Questions about your shipment? Our farm-to-door team is here to help.
Email: shipping@terroircocoa.com
Phone: +593 99 123 4567 (Mon–Fri, 9 AM – 5 PM ECT)
Live Chat: Available on our website during business hours
We typically respond to shipping inquiries within 4 business hours. Thank you for choosing Terroir Cocoa — your chocolate journey is in good hands.