Shipping & Return Policy

Effective Date: January 2026
Applies to: All U.S. orders and deliveries handled through our Traverse City warehouse or authorized distributors.

Quick Links

• 1. Scope
• 2. Eligible Products
• 3. Return Acceptance Criteria
• 4. Notification and Time Frame
• 5. Product Condition Requirements
• 6. Resolution Process
• 7. Shipping Conditions and Temperature Control
• 8. Delivery Timelines
• 9. Carrier Responsibility and Risk Transfer
• 10. Shipping Address Accuracy
• 11. Freight Forwarders and Third-Party Re-Shipping
• 12. Force Majeure
• 13. Limitation of Liability
• 14. Contact Information

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1. Scope

This policy applies to all products sold and shipped within the United States by Conexión Chocolate through direct wholesale orders, Shopify, Faire, and authorized distributors.

All sales are considered final except in cases of verified product defects, shipping damage under our responsibility, or order errors attributable to Conexión Chocolate.

2. Eligible Products

• Chocolate bars and couvertures (dark, milk, white)
• Cacao derivatives (butter, powder, nibs, liquor)
• Chocolate-coated products (coffee, golden berries, nibs)

3. Return Acceptance Criteria

Returns are accepted only under the following conditions:

• The product was damaged during shipping under Conexión Chocolate’s responsibility.
• The product does not match the purchase order (SKU, quantity, or lot).
• The product presents manufacturing defects verified by our quality control team.

All other sales, including those through Faire or Shopify, are final.

4. Notification and Time Frame

Customers must notify us within 5 business days of receiving the order.

Requests must include:

• Order number or invoice
• Photos of affected product and packaging
• A brief written description of the issue

5. Product Condition Requirements

• Returned items must be unopened, in original packaging, and in sellable condition.
• Products must have been stored under proper temperature and humidity conditions.
• All original lot and shipping documentation must be included.
• Products exposed to strong odors, contamination sources, improper storage, or mishandling will not be eligible for return.

6. Resolution Process

• Upon receipt of a claim, confirmation will be issued within 3 business days.
• Evaluation will be completed within 7–10 business days.
• If approved, we may offer replacement product (subject to availability), refund (partial or full), or credit toward a future purchase.
• Return shipping costs are covered only if the issue is verified as our responsibility.

7. Shipping Conditions and Temperature Control

Chocolate is highly sensitive to heat and humidity.

Recommended storage conditions: Temperature 60–65 °F (16–18 °C) and relative humidity 50–60%.

Chocolate softens at approximately 70 °F (22 °C) and melts between 86–93 °F (30–34 °C).

Conexión Chocolate is not responsible for melting, softening, or quality changes occurring after confirmed carrier delivery.

8. Delivery Timelines

All processing and delivery timelines are estimates only. Transit times may vary due to carrier operations, weather, high seasonal volume, or other logistical factors.

Conexión Chocolate does not guarantee delivery dates and is not liable for losses, missed deadlines, or business interruptions resulting from carrier delays.

9. Carrier Responsibility and Risk Transfer

Responsibility transfers to the customer once the order is delivered to the shipping address provided at checkout and confirmed by the carrier.

We are not liable for carrier delays, lost packages, theft after delivery, or transit issues beyond our control.

10. Shipping Address Accuracy

• Customers are responsible for providing a complete and accurate shipping address at checkout.
• We are not liable for orders delivered to incorrect addresses provided by the customer.
• Packages cannot be rerouted once shipped.
• Refunds or reshipments will not be issued due to address errors.

11. Freight Forwarders and Third-Party Re-Shipping

Orders delivered to freight forwarders, consolidation warehouses, or third-party logistics providers are considered fulfilled once delivered to the provided address.

• All risk transfers to the customer upon delivery to the freight forwarder.
• We cannot guarantee temperature integrity, condition, shelf life, or safety after delivery.
• Products forwarded or exported are not eligible for refunds or replacements related to post-delivery handling.

12. Force Majeure

Conexión Chocolate is not liable for delays or failure to perform resulting from events beyond reasonable control, including natural disasters, weather events, transportation disruptions, labor disputes, public health emergencies, or governmental actions.

13. Limitation of Liability

• Total liability is limited to the value of the products purchased.
• Conexión Chocolate is not responsible for indirect, incidental, or consequential damages.

14. Contact Information

Conexión Chocolate reserves the right to update this policy at any time. Please review it periodically.