Shipping & Returns
Delivering Austria’s finest chocolate to your door – perfectly tempered, never melted.
★ Our No-Melt Guarantee
Available as a free opt-in upgrade at checkout – not automatically applied to every order.
By default, your order ships with Tracking Only. To activate the No-Melt Guarantee, choose “Signature Required” in the Shipping section during checkout. It is a free upgrade – no extra cost.
Insulated Packaging
Every order is wrapped in double-bubble thermal foil to maintain temperature during transit.
Priority Shipping
We use USPS Priority Mail or FedEx – fast carriers chosen to minimize time in transit. We select the carrier based on package size and delivery location.
Temperature Control
Frozen gel packs are added to every order (quantity scaled to order size) to keep chocolate cool.
Free Replacement or Refund
If your chocolate arrives melted under our guarantee, we’ll replace it or refund you – no hassle.
If your chocolate shows signs of melting (liquefied, smashed, or soaked wrappers from cocoa butter), email us a photo at [email protected] and we will resolve it with a refund or replacement after reviewing the photo(s).
📦 Your Two Shipping Options
Choose at checkout under the Shipping section. Tracking Only is pre-selected by default.
👉 How to activate the No-Melt Guarantee
Shop as usual and proceed to checkout when ready.
In the checkout, find the Shipping section.
Switch from the default Tracking Only to Signature Required. It’s free.
Your No-Melt Guarantee is now active for your order.
🕒 Shipping Details
📅 Processing & Ship Days
Winter (Oct–Apr): We ship Monday–Friday.
Summer (May–Sep): We ship Monday–Thursday only, so your package doesn’t sit at a distribution center or post office over a hot weekend.
Shipping date depends on our workload. We strive to ship as quickly as possible.
📱 Tracking Your Order
We email your tracking link at 5 pm Eastern on the day we ship. You can also find it in your account.
Guest orders: Track using your order number and email address at zotterusa.com/track-order.
🔥 Heat Protection
We ship from Florida year-round and have perfected our cold-chain process. Each order is packed in double-bubble thermal foil with at least one frozen gel pack (more for larger orders).
Choose Signature Required at checkout to activate the No-Melt Guarantee and ensure your package is never left in the heat.
⚠ Clearance Items Notice
Products marked as clearance may have best-before dates that are close to or within a few days of your delivery date. Always check the product detail page for the posted date before purchasing.
🎁 Discovery Packs
All of our Discovery Packs always include free shipping – no minimum order required.
💰 Free Shipping Threshold
Enjoy free shipping on orders of $100 or more. The free shipping option automatically applies at checkout once your cart reaches this threshold.
↩ Return & Refund Policy
Because we sell perishable chocolate, our return policy is specific. Please read the steps below carefully before initiating a return.
Contact us within 48 hours of delivery to request a return authorization. Do not send items back without authorization – unauthorized returns cannot be accepted.
Once authorized, return the item within 5 days. Items must be unopened, unused, and in their original packaging.
Use the same insulation method your order arrived in – double-bubble thermal foil with a frozen gel pack (kept separate from the chocolate to prevent condensation damage). Ship via a trackable and insured method at your own expense.
Once received and inspected, we will notify you of approval or rejection. Approved refunds are applied to your original payment method, minus a 20% restocking fee. Shipping fees are non-refundable.
| Policy Detail | Requirement |
|---|---|
| Return authorization window | Within 48 hours of delivery |
| Item return window | Within 5 days of authorization |
| Item condition | Unopened, unused, original packaging |
| Restocking fee | 20% of item value |
| Shipping fees | Non-refundable (both original and return) |
| Return shipping method | Trackable & insured, at customer’s expense |
| Exempt from returns | Custom orders with individually designed packaging |
413 NE Van Loon Ln #117
Cape Coral, FL 33909
🔒 No Refunds for Unclaimed Packages
If your package is returned to us because it was not claimed at the post office, we cannot issue a refund. Chocolate that has been sitting unclaimed cannot be restocked. We strongly urge you to track your package from the moment it ships and ensure someone is available to receive it.
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Explore 170+ varieties of premium Austrian chocolate – shipped fresh to your door with care.
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Besides of easier tracking of orders, being able to track your favorites in a wish list and see your order history, you can collect loyalty points which are worth real money for future orders.
Usually 1-3 business days from the shipping date. We ship with USPS Priority Mail, UPS, or FedEx. See more details at www.zotterusa.com/shipping There are no guarantees for how long it takes, but according to our experience, the vast majority of packages arrive within this timeframe.
Yes. As soon as we shipped your order, you get an email with the tracking number and an information about the carrier (USPS or FedEx). You can track the order with that number on their websites.
Additionally, if you don’t see your email or it went to spam or was blocked somewhere (yes, these things happen!) you can use our guest tracking system. The only thing you need is your order number and the email address you used to place your order: https://zotterusa.com/track-order/
Yes, you can! Use the “order notes” field in the checkout form to add your gift message. We’ll print it and add it to your package.
We won’t add an invoice to the package. Only a picking list which doesn’t show pricing.
Yes, the shop is protected with SSL and the information you enter is being sent encrypted over the internet. We do not store any credit card information. We use a payment processor, called authorize.net which processes all payments, as well as PayPal.
After we received your order, we will pick and pack your chocolate it in our warehouse in Cape Coral, Florida. This usually happens the next business day. We will enter the tracking number to the system when it becomes available and you can track your package from there on. There can be a few hours delay from receiving the tracking link until it becomes active. We ship from Mo-Fri in winter and Mo-Thu during summer. When temperatures start rising high in Florida we activate the summer schedule to avoid having packages sitting in a distribution center in FL over the weekend.
We wrap the chocolate carefully into double bubble thermal foil. We also add an ice-pack to the package. Your package is covered by our No-Melt Guarantee when you check out with “signature required”.
If you do so and the chocolate shows signs of melting, please e-mail us a picture to [email protected]. We’ll get in contact with you to resolve the issue. It could be a refund or a replacement of your order with adjustments to the insulation and the amount of ice added.
If you check out with tracking only, your package will not be covered under our No-Melt Guarantee.
Return and Refund Policy
Because we are selling chocolate, we can only offer refunds for unopened items with a return authorization request within 48 hours of your delivery, and those items must be returned within 5 days from the return authorization request. Please do not send your purchase back to our store; a return authorization is required. Returns will be charged a 20% restocking fee, and shipping fees are non-refundable. Returns must be sent via a trackable and insured method at the customer’s expense (you will be responsible for paying for your own shipping costs for returning your item). Returned items must be wrapped in the same insulation method as they were shipped including a frozen ice pack that’s added separated from the chocolate to prevent condensation water from damaging the bars or packaging.
Send the authorization request to [email protected]
Please send returns to:
Zotter Chocolates US LLC
1020 NE Pine Island Rd #302
Cape Coral, FL 33909
To be eligible for a return, your item must be unopened, unused, and in the same condition that you received it. It must also be in the original packaging.
Exempt from returning: custom orders with individual designed packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment minus a 20% restocking fee. Shipping fees are non-refundable.
Returns of unclaimed packages
We are not issuing refunds for unclaimed returned packages. Since we need to ensure the integrity of our product, we can’t put chocolate back in stock that was sitting at the post office for weeks waiting to be picked up and eventually returned to us.
For that reason, we urge you to follow tracking as soon as we ship your package to make sure you are receiving your delivery.
