I don't live in the USA but want to place an order as a gift

If you live outside of the USA and cannot place an online order due to the billing address not having your country as an option, please connect with our joy concierge so she can place the order for you, at your earliest convenience:

1. Email your billing address, shipping address and the email you would care for the order to be placed under to support@chuaochocolatier.com

2. After we set this information in our system we will email you accordingly to process payment via phone: 760-814-6230 (Monday- Friday, 8AM-4PM PST)

How can I ship to multiple addresses? Can I select different goodies and gift messages to be shipped to different addresses?

Hi Sweet Thing!

We don't have a multiple shipping address option available while checking out via our web page, we sincerely apologize for any inconvenience. You would need to place 1 order for each shipping address and it will be considered an individual transaction. Shipping charges may apply, depending on the total of each order and current weather will determine if the shipping needs to be expedited. If you are encountering hiccups while on our web page, please make sure to have a chuao account created with your billing address (linked to the credit card to be used) and shipping addresses so our joy concierge can jump in and assist you as needed. Contact our joy concierge at: support@chuaochocolatier.com

The best way to support you would be as follows:

Email our Corporate event specialist at corpgifting@chuaochocolatier.com for bulk discount pricing, deliver & shipping time frames and other important information so we can support you accordingly.

Please note we are unable to divide BOGO Items into different shipping addresses (meaning that both items would need to ship in the same order).

Where do you ship to?

Due to the sensitive nature of our perishable chocolate we currently only ship direct to the contiguous 48 United States, Alaska, Hawaii and Puerto Rico. This helps us prevent extended shipping times, which could lead to melting or damage in route. We are unfortunately unable to ship to military bases at this time.

When will my order ship?

Orders placed:

Monday-Wednesday after 1 pm PST will be processed the next business day.

Thursday after 1 pm PST will be processed Friday and shipped Monday.

Friday-Sunday will be processed Monday.

Orders may take up to 2 days to process.

Once your order leaves our Joy factory, you will receive an email notification. Please keep a look out in your spam folder. You will be able to track your order once the carrier scans the label after pick-up.

Please make sure to review shipping guidelines for any upcoming holiday.

How do I track my package?

When your order has shipped, you will receive a shipment confirmation that includes the tracking number for each shipment. Be sure to check your spam folder!

Why is ground shipping not available?

Our team diligently tracks weather patterns across the U.S. If the route to your location crosses a warm area, we remove Ground as a shipping option because if your chocolate ships Ground, we cannot guarantee it will arrive in the best possible condition.

Why is ground shipping not an option for me if it’s lower than 72 degrees where I am?

We actually determine the best possible shipping method based on multiple factors: the temperature here in San Diego, the temperature where your package is shipped, and the temperature across the route your package will take to get to you.

Is will call- on site pick up available? If so, how does it work?

Will Call pickup is now available!

Place your order by 1:00pm Monday- Thursday: Orders placed AFTER the cut off time will take an additional business days to be ready for pick-up.When your order is ready, your will receive a Pick-Up confirmation (not to be confused with "your order is being processed). Will call orders are to be picked-up in our Chocolate Boutique the next business day between 10 am-5 pm AFTER you receive your pick up confirmation (note: orders placed on Friday can be picked up on Monday, if placed by 1pm; still, make sure you receive your order pick up confirmation).

— Some things to note —

When picking up your order, you will be asked to provide the order number and/or the name on the order. You are responsible to review that your order is accurate and complete prior signing it out.Your order will not be expedited if you pick up your order before the confirmation is sent out.Orders that have not been picked up after 3 business days will automatically be placed back into inventory and a refund will be issued to the original payment method. NOTE: No refunds will be issued on bonbon orders.If your need to ship your order, we would need to cancel it and issue a credit memo after 24 hours. You may place a new order, via our web site, at your earliest convenience. If you need to schedule a different pick-up time, please call our Joy Concierge Monday-Friday between 8am and 4pm at 760.814.6230 and schedule a time.

How do I dispose of the ice packs?

These gel-filled packs can be disposed of by placing them in the trash can.

Do you offer any shipping discounts?

We do! If spend $59.95 or more and Ground shipping* is available for you, your package can ship Ground for free!

If ground shipping is not available (or if you want to get your chocolate quicker), choose UPS 3-day select, UPS 2-day select, or UPS Next Day Air and you will get $10 off your shipping charges! no need for a coupon code.

If you are local and would prefer to order online and pick up in store, to avoid and save on shipping costs, please click on the following link: Is will call- on site pick up available? If so, how does it work?

No coupon is needed. If your cart total, after coupons and discounts, is equivalent to the minimum purchase listed above, you will see a free UPS shipping option.

**Restrictions apply. For more information, visit our warm weather shipping policies.

What if I need to change my shipping method?

If your order has already shipped out, we are unable to change the shipping method. If your package has not yet shipped, we must cancel the original order and issue a new one. To do this, please contact our Joy Concierge Monday-Friday between 8am and 4:00 pm at (760) 476-0197 ext. 330 or email us at support@chuaochocolatier.com

Can you ship to a P.O. Box?

We can! When you input your address, your shipping method will default to USPS if you add "PO BOX" in the address field.

Do you offer Saturday delivery?

Yes, only through USPS.

What is your warm weather shipping policy?

If the weather is 72 degrees or higher between our warehouse and the delivery location ground shipping may not be enabled for you to choose from your shipping options.
During warm weather, we may need to contact you to change the shipping method, to ensure that your order does not melt in transit: With your approval, we would have to cancel the order to issue a new one with the correct shipping method.
Our ice packs and insulated bags may protect the product up to 24 hours. These are added with no additional cost to your shipping option.
Weather permitting, Ground, 3 Day Select, or 2 Day Air are usually acceptable shipping options from November to March.


We advise for you to closely monitor your order's progress through the tracking number sent via email. Please keep a look out in your spam folder to avoid leaving your order unattended in the hot sun. If you are unable to get to your order please make sure to add a shipping address where someone can place your order, once received, in a cool dry place.

Why does my shipping need to be upgraded, expedited?

We constantly monitor the weather to protect our chocolate from the heat. If your order will be passing through a warm region, especially during the summer months, occasionally we have to expedite the order. Although we pack it with ice, in an insulated bag, we want to ensure your chocolates arrive in the best condition possible.

Please note that we do not profit from the shipping charges; we actually do not charge for the additional weight to your order from the ice packs and insulated bag that are included for free when weather requires for us to do so.

How is my chocolate packaged?

Each Chuao Chocolatier order is carefully packed to minimize damage to contents. We use cold ice packs and insulated wrappers during warm weather to ensure that our product provides a feast for the eyes as well as the palate. Our customers can rest assured that their chocolate arrives in the best condition.

Where is my product? How can I track my package?

When your order has shipped, you will receive a shipment confirmation that includes the tracking number for each shipment. Be sure to check your spam folder! You can also to track your order, or contact the Joy Concierge at support@chuaochocolatier.com

What type of shipping methods do you offer, how long will it take to receive my order?

Ground shipping: Will arrive within 2-5 business days (Monday- Friday), starting a day after your order ships out from our Joy Factory. For a delivery time frame map, please click here.

Expedited options via UPS and USPS:

Expedited 2 day: Guaranteed to arrive on the 2nd business day**, if the order is placed before 1 pm (Pacific Time) Monday through Thursday.

Expedited 3 day: Guaranteed to arrive on the 3rd business day**, if the order is placed before 1 pm (Pacific Time) Monday through Thursday.

Expedited next day delivery via UPS only:

Orders placed before 1 pm (Pacific Time) Monday through Thursday will be delivered the next business day.

** Please note that we can take an additional business day to process orders so plan for a delivery date one day prior than needed or expected.

Why is my order wet?

Ice packs are included in shipments, to ensure they arrive in an uncompromising state especially if they are being stored in UPS warehouse that is mostly at an unregulated temperature. The ice packs are guaranteed for 24 hours, but after that they melt and are no longer able to keep the product cool. The damage of the boxes may have come from the condensation of the ice packs. In no way will it affect the chocolate itself. We'd be happy to send you replacement boxes if you would like to repackage the chocolate. Please contact us at your earliest convenience at support@chuaochocolatier.com and please include photos of the damage.

Why can't I see tracking information under the tracking number you sent me?

We will email you a tracking number when your order leaves our Joy Factory. As soon as the carrier scans your order, you will be able to track its progress accordingly. Please note that the delivery time frame starts one business day after your order leaves our joy factory. For example: If your order ships out on Monday, via ground and it will take 2 business days to arrive to its shipping destination, it means your order will get there on Wednesday.

Do you offer tours?

Yes! Please visit our tour page for tickets and details about tours of our Joy Factory.

How can I find out about Chuao Chocolatier events, promotions and news?

Thanks for asking! Please  for recipes, promotions, event invites and special offers. Visit our Tours & Events page or simply follow us on social media for more sweet surprises: Facebook, Twitter, Instagram. 

When can I schedule a tour?

That's a great questions! Our available dates are posted on our web page. Please click here to see available dates and tickets open for purchase per date and time. 

Can I schedule a private tour?

Absolutely! Please email events@chuaochocolatier.com for additional information on how to schedule a private tour, details and pricing.

Why can't I see future dates for tours and events?

We apologize for any inconvenience as what we have posted through our web page are the dates confirmed on our calendar to ensure the best Chew-wow experience while at our Joy Factory! As dates become available you will see them posted accordingly on the calendar drop down menu. Please click here to access our tour web page.

Can I pay on-site?

Payment needs to be made prior, through our web page or Eventbrite.com. We sincerely apologize for any inconvenience as we are unable to process payment at our chocolate boutique or through customer service.

Tours and events tend to sell out quickly so we recommend booking in advance to ensure the time and date that best accommodates your party.

What is the dress code?

Dress code to participate in our Joy factory tours and/or Truffle Rolling Adventure Series:

1) All attendees must wear flat closed toed shoes.

2) Avoid wearing jewelry, watches and other accessories; they must be removed before entering the factory.

3) Wedding rings can be left on, however, participants must wear plastic gloves provided at Chuao prior to entering the production area.

4) Hair nets will be provided and must be worn in before entering the production area.

5) Do not bring any valuables, as no personal belongings are permitted while entering the production area.

6) All belongings will be locked in our chocolate education room during the factory portion of the tour.

Can someone using a wheelchair, walker or cane participate in the joy tour?

Please keep in mind that it is a working factory, so you are welcome to attend and participate at your own discretion. We require closed toe, non-slip shoes for the tour, as safety is incredibly important in our factory and warehouse.

Additional information regarding our Joy Factory

Parking

A limited number of wheelchair-accessible parking spaces are available directly in front of Chuao Chocolatier HQ & Joy Factory. Attraction on a first-come, first-serve basis.

Entrances

Chuao Chocolatier HQ & Joy Factory is wheelchair accessible from the main entrance. Entrances are at sidewalk level, with ramps to and from the sidewalk where necessary.

Accessibility

Chuao Chocolatier’s tour is wheelchair accessible.

Service Animals

Service animals cannot be accommodated on the tour, as the tour takes place in a working factory where loose hair/fur is not permitted due to food safety standards.

Restrooms

All restrooms located within Chuao Chocolatier HQ & Joy Factory are wheelchair-accessible.

Do you offer any discounts for your Joy Factory tours?

The cost for each Joy Factory tour ticket is $15 per person, at the lowest price point, which includes the following:

3 tastings of our signature line chocolate, 2 tastings of our bonbons/truffles and a full size bar "fresh from the press" plus the tour experience that is about 60 minutes long.

What should I do if I need to cancel my reservation?

Please notify us with at least 24 hours prior your selected date so we can issue a refund or find a better resolution to your scheduling needs.

For cancellations and other concerns regarding your existing reservation please email events@chuaochocolatier.com

Can children attend a Joy Factory tour and/or a truffle rolling experience?

We love kiddos and welcome them to join us on the tour! However, due to safety concerns, the minimum age to be eligible to participate is 10 years old. We're currently working to develop a kid-friendly Joy Factory experience, so stay tuned!

What is the Chocolate Adventure Series: Truffle Rolling experience?

This delicious event includes a slide presentation about Chuao Chocolatier, a chocolate tasting, and a full tour of the production facility, followed by a cooking demonstration. Guests then make their own truffles and take home as many as they make. This two-hour long interactive experience is any chocoholic's dream! Guests typically roll approximately 8-12 truffles to take home for themselves and share with friends and family.

My order was lost, can I get a refund?

If a product is lost in transit due to an address error, theft or negligence, we are not able to issue a refund; it is the purchaser's responsibility to request compensation from the shipping carrier. This applies to orders being shipped to a home, business or third party.

I just noticed my order is going to the wrong address, what can I do?

Each purchaser is responsible for ensuring the correct address is used on their order. Each order will receive an email confirmation that includes shipping and tracking information - if the address in your order confirmation is incorrect, please notify us immediately:

If the address is incorrect and the order has not yet shipped, we may be able to change it, but this is not guaranteed.

If the order has shipped and you notice the shipping address is incorrect, we are unfortunately not able to make any changes and are unable to issue a refund. We may extend a promotional discount if you wish to reship your order but will not reship free of charge.

In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we will not be able to issue a refund.

The gift box was damaged, can I get a new one?

If for some reason the gift box was damaged in your order please let us know, within 48 hours of receiving your order (based on the carrier's tracking information history when your order was delivered), so we can investigate accordingly and correct as needed.

Please submit a photo image of the damaged article & shipping box to: support@chuaochocolatier.com

Why can't I just exchange items if I don't want them anymore?

Due to the nature of the products we sell, being perishable items, we are unable to resale them as we adhere to strict Food and Safety guidelines. Any chocolate goody that leaves our Joy Factory and/or boutique cannot be resold.

I received Chuao chocolates but I would like a refund or exchange.

We are sorry you are unsatisfied with your gift. Unfortunately, we are unable to refund or exchange as it is a perishable item.

I bought my Chuao chocolate somewhere else and want a refund

We are sorry to hear that your experience was unsatisfactory. If you are not fully satisfied with your purchase we encourage you to return it for an exchange or refund:

Products purchased from our retail partners need to be returned to them, with proof of purchase, for a full refund or exchange, even if the packaging is open. We trust that your product will be replaced or refunded on your next trip to your local retailer.

For quality assurance purposes will also investigate this matter and would appreciate if you could provide the following product information:

· Place of purchase: So we can follow up with the retail partner and ensure they are following the correct procedure in storing our yummy chocolate.

· Date of purchase

· Photos taken of the chocolate bar, opened: Needed to support your claim.

· Lot number/expiration date

Please note that we take your concerns very seriously and will investigate accordingly, however the chocolate cannot be discarded if you would need for us to turn your experience around for you. A ticket claim will be issued as we keep retention samples to verify the accuracy of your concerns.

Feel free to connect with us with any questions or concerns you might have about our yummy chocolate: support@chuaochocolatier.com

I bought a t-shirt but it doesn't fit me, can I exchange it?

Absolutely, please read below!

We are happy to offer refunds or exchanges for new, unused shirts within 30 days of the original purchase date.

General guidelines

Notify us within 30 days after your purchase of your return or exchange needs via support@chuaochocolatier.com
Return your purchase to the following address*
Chuao Chocolatier

ATTN: Joy Concierge

2350 Camino Vida Roble suite 101

Carlsbad CA 92011

Please include a brief explanation for the refund request. If your order meets our return policy criteria, we will issue a credit memo within 24 hours of receiving your returned order. It may take 2-5 business days for you to see the funds credited to the credit card used for your purchase, depending on your credit card institution.
Refunds will not be issued until we receive the returned t-shirt.
For exchanges, we will be happy to reship free of charge to the same shipping address once we receive the returned t-shirt. Please include the style (women’s/men’s) and size you would care for us to send**. Please note that our sizing runs small.
*Customer will need to incur return shipping costs.

**Only one exchange per customer per transaction. Valid only on Chuao t-shirt purchases as we do not exchange or refund chocolate orders.

My order is not here and the tracking number states it was delivered, what can I do?

We are so sorry to hear you are unable to enjoy your sweet order. As per our "returns and refunds policy" stated prior check out, we are not responsible for lost or stolen orders. Once we ship out your order, we email you the tracking information and send out an email notifications once the order has been delivered. Please contact the carrier directly to submit a claim accordingly as we cannot do this for you. USPS/UPS investigates and documents these issues.

Here is some helpful information for you to review as we are unable to issue you a refund if your order was lost or stolen. We will do everything we can to follow up and if needed, support you in replacing your order at a discount rate.

USPS

Call 1-800-275-8777.

Have your tracking number available to track your package and state you need to speak with a customer service representative.

They will open an investigation number and get back to you within 1-3 business days.

You can submit an inquiry regarding your order online: USPS.COM, help button on the right/send an email/add your tracking number/zip code/ write a brief message of your concerns.

UPS

Call 1-800-742-5877

Have your tracking number available to track your package.

You can also submit a claim via their portal by creating an account: UPS.COM

Why did I get charged tax?

All orders with alcohol must be taxed as well as our apparel line.

How will I know the status of my order?

Please keep a look out in your spam folder or junk folder so you won't miss out on our automated emails that confirm when you place and order and once it ships out. Please review your order confirmation in case any changes need to be made BEFORE it ships out. If there is something wrong with your order please email us ASAP at support@chuaochocolatier.com or give us a ring at (760)476-0197 ext 330 for Joy Concierge assistance Monday-Friday, 8-4:30 pm.

Do you have any free samples?

We don't offer free samples at this time, however, if you become a newsletter subscriber you will receive a one time promotional coupon via email!

I don't live in the USA but want to place an order as a gift

If you live outside of the USA and cannot place an online order due to the billing address not having your country as an option, please connect with our joy concierge so she can place the order for you, at your earliest convenience:

1. Email your billing address, shipping address and the email you would care for the order to be placed under to support@chuaochocolatier.com

2. After we set this information in our system we will email you accordingly to process payment via phone: 760-814-6230 (Monday- Friday, 8AM-4PM PST)

What is the best way to store my chocolate purchase? Expiration (freshness) or consume by date?

Our chocolate does not contain any fillers or preservatives, so it needs to be placed in a cool dry place, below 68 degrees Fahrenheit. Some customer's place it in the refrigerator, however, we would advice for you to bring to room temperature prior biting into it so it won't be too hard. We don't recommend refrigerating it as it would all depend on the humidity levels and temperature control of your refrigerator. Another factor would be condensations water drops that can form from being in the refrigerator and taken out to warm temperatures.

Our chocolate has at least 6 months shelf life once it leaves our joy facility. You will be able to view this information on the packaging and/or packing slip in your order. We recommend that our chocolate bonbons and truffles are consumed within a week of purchase for the best chew-wow experience.

For any additional questions or concerns, feel free to contact us at: support@chuaochocolatier.com

Why are subscription boxes out of stock and other goodies I cannot seem to find?

Dear chocoholic,

It seems we will not carry our subscription boxes for this holiday season, for which we apologize for any inconvenience. The great news is that we have wonderful gift boxes to please any chocolate lover.

Some of our chocolate bars, such as Orange-a-Go-Go, Strawberry Waffle Wild, Pop Corn Pop, are no longer being made. We have wonderful new flavors for you to choose from and find a new favorite.

In order for you to review our current bonbon and truffle offerings, may we recommend for you to click on the collections we offer? This way, you can get a better idea of what we currently have, flavor wise. The fun part is seeing new flavors for each holiday, that are available for a limited time only.

How can I ship to multiple addresses? Can I select different goodies and gift messages to be shipped to different addresses?

Hi Sweet Thing!

We don't have a multiple shipping address option available while checking out via our web page, we sincerely apologize for any inconvenience. You would need to place 1 order for each shipping address and it will be considered an individual transaction. Shipping charges may apply, depending on the total of each order and current weather will determine if the shipping needs to be expedited. If you are encountering hiccups while on our web page, please make sure to have a chuao account created with your billing address (linked to the credit card to be used) and shipping addresses so our joy concierge can jump in and assist you as needed. Contact our joy concierge at: support@chuaochocolatier.com

The best way to support you would be as follows:

Email our Corporate event specialist at: corpgifting@chuaochocolatier.com for bulk discount pricing, deliver & shipping time frames and other important information so we can support you accordingly.

Please note we are unable to divide BOGO Items into different shipping addresses (meaning that both items would need to ship in the same order).

Do you have retail locations?

Visit our chocolate boutique – now open at Chuao Chocolatier Headquarters:

2350 Camino Vida Roble, Suite 101

Carlsbad, CA 92011

(760) 814-6200

Open Monday-Friday, 10 am - 5 pm.

Closed Saturday and Sunday.

Below are the boutique hours for Valentine’s week:

Monday, 2/11/2019, 9am to 7pm
Tuesday, 2/12/2019, 9am to 7pm
Wednesday, 2/13/2019, 8am to 7pm
Thursday, 2/14/2019, 8am to 7pm

Where else can I find your chocolate bars (locations)?

Some retail partners that carry our yummy chocolates are: Wholefoods, BevMo, Kroger, Ralphs.

We recommend contacting your nearest store to find out if they have what your are looking for as we don't have visibility of their inventory levels. We also sell some of our yummy chocolate through Amazon, just be sure we are the sellers so we can assist you with any questions or concerns you might have after you place your purchase.

I can't find the flavor I am looking for in store!

We are so sorry to hear you are unable to get your hands on your favorite flavor. You could always suggest your store manager to stock up on your preference as we don't have access to their inventory levels for each store. You can always stock up by visiting our web site.

Where can I find your bonbons and truffles (locations)?

Our bonbons and truffles are sold locally at our chocolate boutique in Carlsbad, located at:

2350 Camino Vida Roble, Suite 101

Carlsbad, CA 92011

(760) 814-6200

Open Monday-Friday, 10 am - 5 pm.

To guarantee we have suffice goodies to fulfill your gifting needs, we recommend placing an order ahead of time (via our web page) for an in store pick up. Please click here for additional information.

Bottega Italiana (In UTC) and Chocolat in Hillcrest also carry some of our bonbons and truffles. Please contact them directly to determine availability and business hours.

I used to buy your gelato, where can I find it now?

Thank you for your interest in our gelato. While we no longer serve it, Bottega Italiana in Coronado and UTC does!

I don't live in the USA but want to place an order as a gift

If you live outside of the USA and cannot place an online order due to the billing address not having your country as an option, please connect with our joy concierge so she can place the order for you, at your earliest convenience:

1. Email your billing address, shipping address and the email you would care for the order to be placed under to support@chuaochocolatier.com

2. After we set this information in our system we will email you accordingly to process payment via phone: 760-814-6230 (Monday- Friday, 8AM-4PM PST)

How can I ship to multiple addresses? Can I select different goodies and gift messages to be shipped to different addresses?

Hi Sweet Thing!

We don't have a multiple shipping address option available while checking out via our web page, we sincerely apologize for any inconvenience. You would need to place 1 order for each shipping address and it will be considered an individual transaction. Shipping charges may apply, depending on the total of each order and current weather will determine if the shipping needs to be expedited. If you are encountering hiccups while on our web page, please make sure to have a chuao account created with your billing address (linked to the credit card to be used) and shipping addresses so our joy concierge can jump in and assist you as needed. Contact our joy concierge at: support@chuaochocolatier.com

The best way to support you would be as follows:

Email our Corporate event specialist at corpgifting@chuaochocolatier.com for bulk discount pricing, deliver & shipping time frames and other important information so we can support you accordingly.

Please note we are unable to divide BOGO Items into different shipping addresses (meaning that both items would need to ship in the same order).

Where do you ship to?

Due to the sensitive nature of our perishable chocolate we currently only ship direct to the contiguous 48 United States, Alaska, Hawaii and Puerto Rico. This helps us prevent extended shipping times, which could lead to melting or damage in route. We are unfortunately unable to ship to military bases at this time.

When will my order ship?

Orders placed:

Monday-Wednesday after 1 pm PST will be processed the next business day.

Thursday after 1 pm PST will be processed Friday and shipped Monday.

Friday-Sunday will be processed Monday.

Orders may take up to 2 days to process.

Once your order leaves our Joy factory, you will receive an email notification. Please keep a look out in your spam folder. You will be able to track your order once the carrier scans the label after pick-up.

Please make sure to review shipping guidelines for any upcoming holiday.

How do I track my package?

When your order has shipped, you will receive a shipment confirmation that includes the tracking number for each shipment. Be sure to check your spam folder!

Why is ground shipping not available?

Our team diligently tracks weather patterns across the U.S. If the route to your location crosses a warm area, we remove Ground as a shipping option because if your chocolate ships Ground, we cannot guarantee it will arrive in the best possible condition.

Why is ground shipping not an option for me if it’s lower than 72 degrees where I am?

We actually determine the best possible shipping method based on multiple factors: the temperature here in San Diego, the temperature where your package is shipped, and the temperature across the route your package will take to get to you.

Is will call- on site pick up available? If so, how does it work?

Will Call pickup is now available!

Place your order by 1:00pm Monday- Thursday: Orders placed AFTER the cut off time will take an additional business days to be ready for pick-up.When your order is ready, your will receive a Pick-Up confirmation (not to be confused with "your order is being processed). Will call orders are to be picked-up in our Chocolate Boutique the next business day between 10 am-5 pm AFTER you receive your pick up confirmation (note: orders placed on Friday can be picked up on Monday, if placed by 1pm; still, make sure you receive your order pick up confirmation).

— Some things to note —

When picking up your order, you will be asked to provide the order number and/or the name on the order. You are responsible to review that your order is accurate and complete prior signing it out.Your order will not be expedited if you pick up your order before the confirmation is sent out.Orders that have not been picked up after 3 business days will automatically be placed back into inventory and a refund will be issued to the original payment method. NOTE: No refunds will be issued on bonbon orders.If your need to ship your order, we would need to cancel it and issue a credit memo after 24 hours. You may place a new order, via our web site, at your earliest convenience. If you need to schedule a different pick-up time, please call our Joy Concierge Monday-Friday between 8am and 4pm at 760.814.6230 and schedule a time.

How do I dispose of the ice packs?

These gel-filled packs can be disposed of by placing them in the trash can.

Do you offer any shipping discounts?

We do! If spend $59.95 or more and Ground shipping* is available for you, your package can ship Ground for free!

If ground shipping is not available (or if you want to get your chocolate quicker), choose UPS 3-day select, UPS 2-day select, or UPS Next Day Air and you will get $10 off your shipping charges! no need for a coupon code.

If you are local and would prefer to order online and pick up in store, to avoid and save on shipping costs, please click on the following link: Is will call- on site pick up available? If so, how does it work?

No coupon is needed. If your cart total, after coupons and discounts, is equivalent to the minimum purchase listed above, you will see a free UPS shipping option.

**Restrictions apply. For more information, visit our warm weather shipping policies.

What if I need to change my shipping method?

If your order has already shipped out, we are unable to change the shipping method. If your package has not yet shipped, we must cancel the original order and issue a new one. To do this, please contact our Joy Concierge Monday-Friday between 8am and 4:00 pm at (760) 476-0197 ext. 330 or email us at support@chuaochocolatier.com

Can you ship to a P.O. Box?

We can! When you input your address, your shipping method will default to USPS if you add "PO BOX" in the address field.

Do you offer Saturday delivery?

Yes, only through USPS.

What is your warm weather shipping policy?

If the weather is 72 degrees or higher between our warehouse and the delivery location ground shipping may not be enabled for you to choose from your shipping options.
During warm weather, we may need to contact you to change the shipping method, to ensure that your order does not melt in transit: With your approval, we would have to cancel the order to issue a new one with the correct shipping method.
Our ice packs and insulated bags may protect the product up to 24 hours. These are added with no additional cost to your shipping option.
Weather permitting, Ground, 3 Day Select, or 2 Day Air are usually acceptable shipping options from November to March.


We advise for you to closely monitor your order's progress through the tracking number sent via email. Please keep a look out in your spam folder to avoid leaving your order unattended in the hot sun. If you are unable to get to your order please make sure to add a shipping address where someone can place your order, once received, in a cool dry place.

Why does my shipping need to be upgraded, expedited?

We constantly monitor the weather to protect our chocolate from the heat. If your order will be passing through a warm region, especially during the summer months, occasionally we have to expedite the order. Although we pack it with ice, in an insulated bag, we want to ensure your chocolates arrive in the best condition possible.

Please note that we do not profit from the shipping charges; we actually do not charge for the additional weight to your order from the ice packs and insulated bag that are included for free when weather requires for us to do so.

How is my chocolate packaged?

Each Chuao Chocolatier order is carefully packed to minimize damage to contents. We use cold ice packs and insulated wrappers during warm weather to ensure that our product provides a feast for the eyes as well as the palate. Our customers can rest assured that their chocolate arrives in the best condition.

Where is my product? How can I track my package?

When your order has shipped, you will receive a shipment confirmation that includes the tracking number for each shipment. Be sure to check your spam folder! You can also to track your order, or contact the Joy Concierge at support@chuaochocolatier.com

What type of shipping methods do you offer, how long will it take to receive my order?

Ground shipping: Will arrive within 2-5 business days (Monday- Friday), starting a day after your order ships out from our Joy Factory. For a delivery time frame map, please click here.

Expedited options via UPS and USPS:

Expedited 2 day: Guaranteed to arrive on the 2nd business day**, if the order is placed before 1 pm (Pacific Time) Monday through Thursday.

Expedited 3 day: Guaranteed to arrive on the 3rd business day**, if the order is placed before 1 pm (Pacific Time) Monday through Thursday.

Expedited next day delivery via UPS only:

Orders placed before 1 pm (Pacific Time) Monday through Thursday will be delivered the next business day.

** Please note that we can take an additional business day to process orders so plan for a delivery date one day prior than needed or expected.

Why is my order wet?

Ice packs are included in shipments, to ensure they arrive in an uncompromising state especially if they are being stored in UPS warehouse that is mostly at an unregulated temperature. The ice packs are guaranteed for 24 hours, but after that they melt and are no longer able to keep the product cool. The damage of the boxes may have come from the condensation of the ice packs. In no way will it affect the chocolate itself. We'd be happy to send you replacement boxes if you would like to repackage the chocolate. Please contact us at your earliest convenience at support@chuaochocolatier.com and please include photos of the damage.

Why can't I see tracking information under the tracking number you sent me?

We will email you a tracking number when your order leaves our Joy Factory. As soon as the carrier scans your order, you will be able to track its progress accordingly. Please note that the delivery time frame starts one business day after your order leaves our joy factory. For example: If your order ships out on Monday, via ground and it will take 2 business days to arrive to its shipping destination, it means your order will get there on Wednesday.

Why did I get charged tax?

All orders with alcohol must be taxed as well as our apparel line.

How will I know the status of my order?

Please keep a look out in your spam folder or junk folder so you won't miss out on our automated emails that confirm when you place and order and once it ships out. Please review your order confirmation in case any changes need to be made BEFORE it ships out. If there is something wrong with your order please email us ASAP at support@chuaochocolatier.com or give us a ring at (760)476-0197 ext 330 for Joy Concierge assistance Monday-Friday, 8-4:30 pm.

My order was lost, can I get a refund?

If a product is lost in transit due to an address error, theft or negligence, we are not able to issue a refund; it is the purchaser's responsibility to request compensation from the shipping carrier. This applies to orders being shipped to a home, business or third party.

I just noticed my order is going to the wrong address, what can I do?

Each purchaser is responsible for ensuring the correct address is used on their order. Each order will receive an email confirmation that includes shipping and tracking information - if the address in your order confirmation is incorrect, please notify us immediately:

If the address is incorrect and the order has not yet shipped, we may be able to change it, but this is not guaranteed.

If the order has shipped and you notice the shipping address is incorrect, we are unfortunately not able to make any changes and are unable to issue a refund. We may extend a promotional discount if you wish to reship your order but will not reship free of charge.

In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we will not be able to issue a refund.

The gift box was damaged, can I get a new one?

If for some reason the gift box was damaged in your order please let us know, within 48 hours of receiving your order (based on the carrier's tracking information history when your order was delivered), so we can investigate accordingly and correct as needed.

Please submit a photo image of the damaged article & shipping box to: support@chuaochocolatier.com

Why can't I just exchange items if I don't want them anymore?

Due to the nature of the products we sell, being perishable items, we are unable to resale them as we adhere to strict Food and Safety guidelines. Any chocolate goody that leaves our Joy Factory and/or boutique cannot be resold.

I received Chuao chocolates but I would like a refund or exchange.

We are sorry you are unsatisfied with your gift. Unfortunately, we are unable to refund or exchange as it is a perishable item.

I bought my Chuao chocolate somewhere else and want a refund

We are sorry to hear that your experience was unsatisfactory. If you are not fully satisfied with your purchase we encourage you to return it for an exchange or refund:

Products purchased from our retail partners need to be returned to them, with proof of purchase, for a full refund or exchange, even if the packaging is open. We trust that your product will be replaced or refunded on your next trip to your local retailer.

For quality assurance purposes will also investigate this matter and would appreciate if you could provide the following product information:

· Place of purchase: So we can follow up with the retail partner and ensure they are following the correct procedure in storing our yummy chocolate.

· Date of purchase

· Photos taken of the chocolate bar, opened: Needed to support your claim.

· Lot number/expiration date

Please note that we take your concerns very seriously and will investigate accordingly, however the chocolate cannot be discarded if you would need for us to turn your experience around for you. A ticket claim will be issued as we keep retention samples to verify the accuracy of your concerns.

Feel free to connect with us with any questions or concerns you might have about our yummy chocolate: support@chuaochocolatier.com

I bought a t-shirt but it doesn't fit me, can I exchange it?

Absolutely, please read below!

We are happy to offer refunds or exchanges for new, unused shirts within 30 days of the original purchase date.

General guidelines

Notify us within 30 days after your purchase of your return or exchange needs via support@chuaochocolatier.com
Return your purchase to the following address*
Chuao Chocolatier

ATTN: Joy Concierge

2350 Camino Vida Roble suite 101

Carlsbad CA 92011

Please include a brief explanation for the refund request. If your order meets our return policy criteria, we will issue a credit memo within 24 hours of receiving your returned order. It may take 2-5 business days for you to see the funds credited to the credit card used for your purchase, depending on your credit card institution.
Refunds will not be issued until we receive the returned t-shirt.
For exchanges, we will be happy to reship free of charge to the same shipping address once we receive the returned t-shirt. Please include the style (women’s/men’s) and size you would care for us to send**. Please note that our sizing runs small.
*Customer will need to incur return shipping costs.

**Only one exchange per customer per transaction. Valid only on Chuao t-shirt purchases as we do not exchange or refund chocolate orders.

My order is not here and the tracking number states it was delivered, what can I do?

We are so sorry to hear you are unable to enjoy your sweet order. As per our "returns and refunds policy" stated prior check out, we are not responsible for lost or stolen orders. Once we ship out your order, we email you the tracking information and send out an email notifications once the order has been delivered. Please contact the carrier directly to submit a claim accordingly as we cannot do this for you. USPS/UPS investigates and documents these issues.

Here is some helpful information for you to review as we are unable to issue you a refund if your order was lost or stolen. We will do everything we can to follow up and if needed, support you in replacing your order at a discount rate.

USPS

Call 1-800-275-8777.

Have your tracking number available to track your package and state you need to speak with a customer service representative.

They will open an investigation number and get back to you within 1-3 business days.

You can submit an inquiry regarding your order online: USPS.COM, help button on the right/send an email/add your tracking number/zip code/ write a brief message of your concerns.

UPS

Call 1-800-742-5877

Have your tracking number available to track your package.

You can also submit a claim via their portal by creating an account: UPS.COM

Do you have any free samples?

We don't offer free samples at this time, however, if you become a newsletter subscriber you will receive a one time promotional coupon via email!

I don't live in the USA but want to place an order as a gift

If you live outside of the USA and cannot place an online order due to the billing address not having your country as an option, please connect with our joy concierge so she can place the order for you, at your earliest convenience:

1. Email your billing address, shipping address and the email you would care for the order to be placed under to support@chuaochocolatier.com

2. After we set this information in our system we will email you accordingly to process payment via phone: 760-814-6230 (Monday- Friday, 8AM-4PM PST)

What is the best way to store my chocolate purchase? Expiration (freshness) or consume by date?

Our chocolate does not contain any fillers or preservatives, so it needs to be placed in a cool dry place, below 68 degrees Fahrenheit. Some customer's place it in the refrigerator, however, we would advice for you to bring to room temperature prior biting into it so it won't be too hard. We don't recommend refrigerating it as it would all depend on the humidity levels and temperature control of your refrigerator. Another factor would be condensations water drops that can form from being in the refrigerator and taken out to warm temperatures.

Our chocolate has at least 6 months shelf life once it leaves our joy facility. You will be able to view this information on the packaging and/or packing slip in your order. We recommend that our chocolate bonbons and truffles are consumed within a week of purchase for the best chew-wow experience.

For any additional questions or concerns, feel free to contact us at: support@chuaochocolatier.com

Why are subscription boxes out of stock and other goodies I cannot seem to find?

Dear chocoholic,

It seems we will not carry our subscription boxes for this holiday season, for which we apologize for any inconvenience. The great news is that we have wonderful gift boxes to please any chocolate lover.

Some of our chocolate bars, such as Orange-a-Go-Go, Strawberry Waffle Wild, Pop Corn Pop, are no longer being made. We have wonderful new flavors for you to choose from and find a new favorite.

In order for you to review our current bonbon and truffle offerings, may we recommend for you to click on the collections we offer? This way, you can get a better idea of what we currently have, flavor wise. The fun part is seeing new flavors for each holiday, that are available for a limited time only.

How can I ship to multiple addresses? Can I select different goodies and gift messages to be shipped to different addresses?

Hi Sweet Thing!

We don't have a multiple shipping address option available while checking out via our web page, we sincerely apologize for any inconvenience. You would need to place 1 order for each shipping address and it will be considered an individual transaction. Shipping charges may apply, depending on the total of each order and current weather will determine if the shipping needs to be expedited. If you are encountering hiccups while on our web page, please make sure to have a chuao account created with your billing address (linked to the credit card to be used) and shipping addresses so our joy concierge can jump in and assist you as needed. Contact our joy concierge at: support@chuaochocolatier.com

The best way to support you would be as follows:

Email our Corporate event specialist at: corpgifting@chuaochocolatier.com for bulk discount pricing, deliver & shipping time frames and other important information so we can support you accordingly.

Please note we are unable to divide BOGO Items into different shipping addresses (meaning that both items would need to ship in the same order).

Do you have retail locations?

Visit our chocolate boutique – now open at Chuao Chocolatier Headquarters:

2350 Camino Vida Roble, Suite 101

Carlsbad, CA 92011

(760) 814-6200

Open Monday-Friday, 10 am - 5 pm.

Closed Saturday and Sunday.

Below are the boutique hours for Valentine’s week:

Monday, 2/11/2019, 9am to 7pm
Tuesday, 2/12/2019, 9am to 7pm
Wednesday, 2/13/2019, 8am to 7pm
Thursday, 2/14/2019, 8am to 7pm

Where else can I find your chocolate bars (locations)?

Some retail partners that carry our yummy chocolates are: Wholefoods, BevMo, Kroger, Ralphs.

We recommend contacting your nearest store to find out if they have what your are looking for as we don't have visibility of their inventory levels. We also sell some of our yummy chocolate through Amazon, just be sure we are the sellers so we can assist you with any questions or concerns you might have after you place your purchase.

I can't find the flavor I am looking for in store!

We are so sorry to hear you are unable to get your hands on your favorite flavor. You could always suggest your store manager to stock up on your preference as we don't have access to their inventory levels for each store. You can always stock up by visiting our web site.

Where can I find your bonbons and truffles (locations)?

Our bonbons and truffles are sold locally at our chocolate boutique in Carlsbad, located at:

2350 Camino Vida Roble, Suite 101

Carlsbad, CA 92011

(760) 814-6200

Open Monday-Friday, 10 am - 5 pm.

To guarantee we have suffice goodies to fulfill your gifting needs, we recommend placing an order ahead of time (via our web page) for an in store pick up. Please click here for additional information.

Bottega Italiana (In UTC) and Chocolat in Hillcrest also carry some of our bonbons and truffles. Please contact them directly to determine availability and business hours.

I used to buy your gelato, where can I find it now?

Thank you for your interest in our gelato. While we no longer serve it, Bottega Italiana in Coronado and UTC does!

Do you offer tours?

Yes! Please visit our tour page for tickets and details about tours of our Joy Factory.

How can I find out about Chuao Chocolatier events, promotions and news?

Thanks for asking! Please  for recipes, promotions, event invites and special offers. Visit our Tours & Events page or simply follow us on social media for more sweet surprises: Facebook, Twitter, Instagram. 

When can I schedule a tour?

That's a great questions! Our available dates are posted on our web page. Please click here to see available dates and tickets open for purchase per date and time. 

Can I schedule a private tour?

Absolutely! Please email events@chuaochocolatier.com for additional information on how to schedule a private tour, details and pricing.

Why can't I see future dates for tours and events?

We apologize for any inconvenience as what we have posted through our web page are the dates confirmed on our calendar to ensure the best Chew-wow experience while at our Joy Factory! As dates become available you will see them posted accordingly on the calendar drop down menu. Please click here to access our tour web page.

Can I pay on-site?

Payment needs to be made prior, through our web page or Eventbrite.com. We sincerely apologize for any inconvenience as we are unable to process payment at our chocolate boutique or through customer service.

Tours and events tend to sell out quickly so we recommend booking in advance to ensure the time and date that best accommodates your party.

What is the dress code?

Dress code to participate in our Joy factory tours and/or Truffle Rolling Adventure Series:

1) All attendees must wear flat closed toed shoes.

2) Avoid wearing jewelry, watches and other accessories; they must be removed before entering the factory.

3) Wedding rings can be left on, however, participants must wear plastic gloves provided at Chuao prior to entering the production area.

4) Hair nets will be provided and must be worn in before entering the production area.

5) Do not bring any valuables, as no personal belongings are permitted while entering the production area.

6) All belongings will be locked in our chocolate education room during the factory portion of the tour.

Can someone using a wheelchair, walker or cane participate in the joy tour?

Please keep in mind that it is a working factory, so you are welcome to attend and participate at your own discretion. We require closed toe, non-slip shoes for the tour, as safety is incredibly important in our factory and warehouse.

Additional information regarding our Joy Factory

Parking

A limited number of wheelchair-accessible parking spaces are available directly in front of Chuao Chocolatier HQ & Joy Factory. Attraction on a first-come, first-serve basis.

Entrances

Chuao Chocolatier HQ & Joy Factory is wheelchair accessible from the main entrance. Entrances are at sidewalk level, with ramps to and from the sidewalk where necessary.

Accessibility

Chuao Chocolatier’s tour is wheelchair accessible.

Service Animals

Service animals cannot be accommodated on the tour, as the tour takes place in a working factory where loose hair/fur is not permitted due to food safety standards.

Restrooms

All restrooms located within Chuao Chocolatier HQ & Joy Factory are wheelchair-accessible.

Do you offer any discounts for your Joy Factory tours?

The cost for each Joy Factory tour ticket is $15 per person, at the lowest price point, which includes the following:

3 tastings of our signature line chocolate, 2 tastings of our bonbons/truffles and a full size bar "fresh from the press" plus the tour experience that is about 60 minutes long.

What should I do if I need to cancel my reservation?

Please notify us with at least 24 hours prior your selected date so we can issue a refund or find a better resolution to your scheduling needs.

For cancellations and other concerns regarding your existing reservation please email events@chuaochocolatier.com

Can children attend a Joy Factory tour and/or a truffle rolling experience?

We love kiddos and welcome them to join us on the tour! However, due to safety concerns, the minimum age to be eligible to participate is 10 years old. We're currently working to develop a kid-friendly Joy Factory experience, so stay tuned!

What is the Chocolate Adventure Series: Truffle Rolling experience?

This delicious event includes a slide presentation about Chuao Chocolatier, a chocolate tasting, and a full tour of the production facility, followed by a cooking demonstration. Guests then make their own truffles and take home as many as they make. This two-hour long interactive experience is any chocoholic's dream! Guests typically roll approximately 8-12 truffles to take home for themselves and share with friends and family.

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