Frequently Asked Questions
What is your return policy?
All items are final sale. If an item arrives damaged or spoiled, our Customer Service team will work with you to determine an appropriate solution. Please reach out to our team at info@chocexchange.com to resolve the issue.
How can I get in touch with you?
For general inquiries and support, please email us at info@chocexchange.com. If your request is urgent, please call us at (514) 703-4366.
Why was my credit card declined?
Card declines can happen for many reasons. Banks use automated systems that assess things like your spending patterns, balance, and card details. Even if your card has worked before, a future charge may still be blocked by fraud protection. If your card is declined, the best step is to call your bank—they can explain why and often approve the charge so you can try again.
My chocolates arrived damaged. What do I do?
Please contact our customer care team at info@chocexchange.com with your order number, the product name, and a brief description of the issue. We understand that damages can happen and will work to resolve the situation as quickly as possible.
How are my chocolates packed and shipped?
Every order from Choc Exchange is packed with care, tailored to each item’s needs to ensure it arrives fresh and intact. During warmer months, we include insulated packaging to maintain a safe temperature. We ship via Canada Post, FedEx, or USPS, and most deliveries arrive within 5–7 business days.
Will my chocolates melt in the Summer heat?
During warmer months, we carefully pack your chocolate bars in a small inner box, add insulation sheets for extra protection, and place everything inside a heat-resistant insulated mailer. This layered approach ensures your chocolate stays safe and melt-free during transit.
How long are subscriptions for?
We offer month-to-month, 3-month, 6-month, and 12-month subscriptions. Standard subscriptions renew automatically but can be canceled at any time. Gift subscriptions do not renew. All plans include monthly deliveries of curated craft chocolate.
Can I cancel my subscription?
Yes. Standard subscriptions can be canceled at any time by clicking “Manage Subscriptions” under the Account icon. Gift subscriptions are pre-paid and do not renew, so there's nothing to cancel.
How frequently do I receive my subscription box?
Subscription boxes are delivered once a month. No matter which plan you choose, you’ll receive a curated selection of craft chocolate every month.
How do I gift a subscription?
Choose a gift subscription length (month-to-month, 3, 6, or 12 months) and proceed to checkout. You’ll be able to add a gift note, the recipient’s email address, and any dietary preferences. Gift subscriptions are pre-paid and do not renew automatically.
What benefits do Wholesale customers get?
Wholesale customers receive discounted pricing, priority support, and access to a rotating catalog of premium craft chocolate. We offer low minimums, reliable shipping, and Net 30 payment terms after the first order for approved accounts.
What do I need to get approved?
To get started, fill out our wholesale customer information form with your business details. We review all applications within a few business days and will follow up by email. Once approved, you’ll gain access to wholesale pricing and ordering.
What payments options do you accept?
We accept major credit cards (Visa, Mastercard, American Express), checks, and e-transfers within Canada. Approved accounts may also use Net 30 terms starting with their second order.
How fast do I receive my orders?
Orders are typically processed within 2–4 business days. Shipping times vary by location, but most wholesale orders arrive within 3–7 business days across Canada and the USA. You’ll receive tracking information as soon as your order ships.
Why Choc Exchange
Curated Craft Chocolate, Delivered to You
We handpick bars from leading bean-to-bar makers and ship them directly to you. Each selection highlights quality, origin, and thoughtful craftsmanship.
Ethical & Award-Winning Chocolate Selection
We source from makers who prioritize transparency, sustainability, and ethical trade. Many of the bars we offer have earned international recognition.
Chocolate Subscription for True Connoisseurs
Our curated plans bring a rotating selection of craft chocolate to your door. With each delivery, you’ll explore new origins, makers, and flavor profiles from around the world.
The Perfect Gift for Chocolate Lovers
Give someone the chance to explore fine chocolate through thoughtfully selected bars. Great for birthdays, holidays, or simply sharing something unique and delicious.
