Shopping 101: Ordering and Shipping the Chocolate Alchemy way
Please take the time to read the following if you have not ordered on our new shopping cart as it may save you and us time and frustration.
All our shipping is done as quickly as possible. With this in mind it is generally 3-4 days from the time you order to the time we ship the order. I pack the majority of orders on the weekend, but am packing some during the week, and with a request, will do my best to ship sooner rather than later. We will notify you of delays as soon as possible, and we do our utmost to avoid them.
Kits which contain roasted beans may take up to a week to ship as the Alchemist only roasts a couple times a weeks.
UPS: Within the continental United States we prefer to ship by UPS (United Parcel Service). It is the most economical and traceable method. It is also because the Alchemist is approaching 100 (very slowly, I don’t keep track of such trivial details as how old I am, ask my partner!) and prefers to be as curmudgeonly as possible and does not like to change anything. Also, it is automatically insured for the value of the order. With all UPS orders you will receive a UPS tracking number when the order ships.
USPS: If you ship to a PO Box, there is a live person here and your order will go by USPS Priority. There is no tracking number or shipping notification associated with USPS shipping for the time being. All non-USA orders ship by USPS.
USPS Flat Rate: We can fit the following into Flat Rate boxes and envelopes:
Flat rate Envelope: 2 lbs of Cocoa beans, nibs or butter.
Medium Box: 8 lbs of whole cocoa or nibs or butter.
Large Box: 12 lbs of whole cocoa beans or butter.
During checkout, you may see variations of “cocoa beans only” or ‘No molds please’. The reason for this is that checkout and shipping methods are based on weight, but in most cases none of the chocolate molds will fit in a Flat rate Envelope, but because they are so light, you will see it as an option. Please don’t pick it.
What you sacrifice for this great shipping rate is insurance and traceability (USPS does NOT offer either on Flat rates). So it is a small gamble. We had and “Cocoa beans only” rule for this, but we are going to try it with everything for a while.
Outside the continental US, your only choice is Insured US Mail (USPS), and you have a choice of speeds that you can choose (Priority, Express, First class, etc).
We will ship anywhere the Post Office claims delivery is available to. However internationally there is little way to guarantee delivery. If you live in Upper Left Nowhere, and are waiting patiently for a package from Chocolate Alchemy and your delivery person tells you “still no package” and then offers you a sample of their home made chocolate, we can’t help you. If you have concerns, just outline them in the space available when you place your order (just prior to checkout, and where your Country goes). Prices do NOT include any duties, taxes, bribes, payola or anything else your country may require.
And as a reminder, please don’t pick a Flat Rate envelope as your shipping option if you have purchased any chocolate molds – they just don’t fit.
We accept credit cards (Visa, Mastercard, Discover and American Express) both directly via Authorize.net and via Paypal. If you choose this option, you will be routed to Paypal and back. Will not actually charge your credit card until we complete and ship your order. We will of course take checks and money orders, but will not ship until they clear. Those and other correspondence can go to:
3796 Stewart Road
Eugene OR 97402
If you choose to pay by check or money order, you will receive an email after your order is complete. Just print it out and send it in with the amount indicated.
If you are in a rush for your order, the first step is to let us know. Add a note telling us you need it in a hurry, or even better yet, send us an email. We never charge extra for helping you get your order quicker. We will do what we can to speed things up. If we can do it we will, if not, no amount of money will make it happen. Regardless, after that, choose the speed of delivery you want (UPS next day, USPS Express, etc) on the final page of checkout. Again, the same 2-3 day ship time applies, but we will do our best to get a “rush” package out ASAP. Communication is the key.
Edible items (cocoa beans, butter, etc) are non-returnable. In the event edible items are damaged in transit, we will work with you to file a claim with the shipping company and also work with you to get replacement product out to you.
Damaged: In the event an item arrives damaged, please report the damage to us as soon as possible. Save the original packaging. Most likely we will request photographs of the larger items in order to file a claim. Smaller items will be returned to Chocolate Alchemy or simply replaced at our discretion. Damaged items must be reported with 7 days of receipt.
Non-Damaged: In general, we do not accept returns on non-damaged equipment. If the product for some reason does not meet your expectations, please contact us about a return and we will make a case by case determination. Regardless, non-Defective returns will be subject to a 25% restocking charge, freight and reasonable refurbishment fees where applicable. All non-defective returns must be approved by Chocolate Alchemy.
Special orders are non-returnable and non-refundable.
If there is anything that we have missed that you would have found helpful, please let us know. We are here to serve you and can only make changes once we know there is a problem. Any comments no matter how bitter or sweet can go to Orders@ChocolateAlchemy.com