Frequently Asked Questions for online ordering and shipping

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 / NO MELT GUARANTEE

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: $12.99
Options:

  • Signature required – NO MELT Guarantee
  • Tracking only

Free shipping starts from just $69.99 order-value after coupons!

* 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

FedEx OneRate 2-day (business days)

Please note: The FedEx option is temporarily deactivated during the hot summer months.

Shipping: $14.99  (tracking only)
Shipping: $17.99  (signature required / NO MELT Guarantee)
Free shipping starts from just $69.99 order-value after coupons!

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. 

 

We accept all major credit cards and PayPal

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.
Guests can still track their orders here: https://zotterusa.com/track-order

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

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”. This is the standard shipping option.

If you do so and the chocolate shows signs of melting, please e-mail us pictures where we can see the melted chocolate 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.

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.

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

There are no 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.

Other Frequently Asked Questions

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

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.

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.

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.

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.

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://www.zotterusa.com/product-category/soy-free/

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.

We offer a variety of chocolate with no added sugars, as well as chocolate with alternative sugars as date, maple or coconut blossom sugar. Visit https://www.zotterusa.com/product-category/no-sugar-or-alternative-sugar/ to find the available flavors. Note, each detail product page has the ingredients list and nutrition facts table included for further information.

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