Frequently Asked Questions for online ordering and shipping

Advent Calendar Preorder Information

Important information:

  • The pre-order phase for the Advent Calendars has ended. We thank everyone who participated in out annual Advent Calendar pre-order event. We plan to ship all per-ordered Calendars latest by November 18th.
What are the delivery charges for orders from the Online Shop?

Shipping is free for orders starting at $49.99.
Also, small and medium discovery packs come with free shipping.
For everything else, shipping is $9.99 flat.

Which payment methods are accepted in the Online Shop?

We accept all major credit cards and PayPal

How long will delivery take?

Usually 2-3 business days from the shipping date. We ship with USPS Priority Mail. There are no guarantees for how long it takes, but according to our experience, the vast majority of packages arrives within this timeframe.

How secure is shopping in the Online Shop? Is my data protected?

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.

What exactly happens after ordering?

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.

It's hot where I live! Will my chocolate melt?

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”. This is the standard shipping option.

If you do so and the chocolate shows signs of melting, please e-mail us a picture to info@zotterusa.com. 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.

You can opt-out of this option at checkout and use tracking only. If you do so, your package will not be covered under our No-Melt Guarantee.

My order is a gift. Can you send it without pricing information?

We won’t add an invoice to the package. Only a picking list which doesn’t show pricing. 

Shipping information and our no-melt guarantee

Our terms and conditions of delivery

Caution: If you buy products which are on clearance – their best before date stamps are close and can be within a few days after arrival. Please always check the product detail page for the posted date.

High Temperatures 

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”. This is the standard shipping option. If you do so and the chocolate shows signs of melting, please e-mail us a picture where we can see the signs of melting to info@zotterusa.com. (examples like being liquified, smashed, soaked wrappers from the cocoa butter….). 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 packaging.

You can opt-out of this option at checkout and use tracking only. If you do so, your package will not be covered under our No-Melt Guarantee.

Shipping fees

 

USPS Priority Mail:
(1-3* business days)

Shipping: $9.99
Free shipping starts from just $49.99 order-value!

* In most cases, the delivery date will reflect a delivery time of 1, 2, or 3 business days and is based on the destination, and drop-off time. The expected delivery date does not come with a guarantee. Please note, due to COVID-19 USPS is experiencing possible delays. Get updated information on www.usps.com

   

We ship to the U.S. only! If you are ordering from another country which is not listed in the addresses section and your order should be shipped to the US, please contact us and we can help you. shop@zotterusa.com


Tracking

When we ship your package, you will get an e-mail with the tracking number. We ship our packages with the option “signature required” to prevent that the package is being left at the door or front porch. We recommend shipping to an address where someone can sign for and receive your package. You also have the possibility to choose to ship with no “signature required” at checkout. In that case, we don’t offer our no-melt guarantee.

Order Status

If you see your order status “shipped”, this means we are processing your order. You’ll receive an email with tte tracking link as soon as we dropped off your order at USPS

Satisfaction guarantee

If there are any problems regarding delivery, or if you are concerned about the quality of our products, we will be there for you. In this case, please write us an e-Mail, call us or contact us via our social media channels – and we will solve the problem.

Order processing and shipping days

Depending on the time your order arrives, we are able to ship it the same day or at least the next business day. In Winter we only ship from Monday – Friday, in hot Summer Monday – Thursday to make sure your package does not sit at a distribution center or post office over the weekend. 

Other Frequently Asked Questions

Is chocolate vegan?

Yes, if it is dark chocolate or some of our unique vegan creations. Dark chocolate is vegan because it is derived from pure raw cocoa beans and does not have any animal products in it. The good news for vegans or those who are lactose intolerant is that dark chocolate has no milk solids or dairy ingredients, so it’s safe to eat even if you’re sensitive to these types of substances.

Check out all our vegan options

Is chocolate gluten free?

That’s a yes for our chocolate! There is no reason to use any wheat-based fillers in chocolate! Safety tip: read the label and the ingredients list.

There is one exception for one filled hand-scooped bar we carry during the holidays, which is called “Gingerbread” this one contains gluten.

Is chocolate bad for dogs?

Yes. Theobromine in chocolate can be harmful to dogs – please keep your share and the dog’s separate! Too much theobromine causes symptoms such as vomiting, diarrhea, hyperactivity and cardiac arrest in some pets.

Do chocolate have caffeine

Yes, in a way.

Small amounts of caffeine can be found in chocolate that contains a high cocoa content, at about 20 mg per kilogram of cocoa content. This is much less than most coffee products that contain anywhere upwards of 100-200mg per cup. It’s also much less than a typical energy drink (upwards thru 500mg). So it doesn’t have the caffeine levels you would find in things like soda and caffeinated tea; but it does still have caffeinated compounds within its fats and oils that may take some time to metabolize out for those who are sensitive to their effects on tamping down production of melatonin by the brain which gives us our natural “sleep” rhythms.

Where was Chocolate invented?

Chocolate, with its 4,000-year history began in ancient Mesoamerica. It was here that the first cacao plants were found by Olmecs who turned them into chocolate during rituals and as medicine. Centuries later Mayans praised it for being a revered brew made of roasted and ground cacao seeds mixed with chillies, water and cornmeal.

Chocolate was not only the Aztecs’ currency, but also a gift from their god Quetzalcoatl. They believed that chocolate helped them prepare for war and they drank it as an aphrodisiac to make love stronger.

Why is there Soy Lecithin in some of your chocolate?

Soy lecithin fulfills a function as an emulsifier in our chocolate and is important for viscosity. Sunflower lecithin is also available for soy allergy sufferers, but it is not so easy (or for us in sufficient quantities) to get it in organic quality. And that is absolutely essential, as we only use 100% organic ingredients. However, we assume that this is only a matter of time and that we will soon be able to get the quantities we need for our chocolates.

As for the amount of soy lecithin in the individual chocolates, we generally do not use more than 0.5%. In the case of milk chocolates, soy lecithin is only used in varieties with 40% cocoa content or less. There is no lecithin in our solid dark chocolate bars. Please review the ingredients list of the individual products if you want to be certain if lecithin has been used. A list of our soy free products can be found here: https://on.zotter.us/no-soy

Why is there organic glucose and inverted sugar syrup in some hand-scooped chocolates?

The syrups, which are produced cheaply and which serve as cheap sugar substitutes, are widely debated on the Internet.

In our case, the glucose and inverted sugar syrup does not replace the raw cane sugar in our products, but has the task of protecting the product from drying out as well as moisture attraction. The syrup is therefore not used as a cheap sugar substitute, but is used for reasons of shelf life in fillings of our hand-scooped chocolates.

If we compare the purchasing prices, then the organic quality glucose and inverted sugar syrup is not cheaper than organic and fair trade sugar, but even exceeds the price of this.