Shipping orders
Orders typically ship within 3 days of receipt.
Standard ground shipping is offered by courier and typically takes 4-8 business days to deliver, depending on location and product mix.
Express shipping is offered by courier and typically takes 2-4 business days to deliver, depending on location and product mix.
Overnight shipping is offered by courier and it will be delivered the next day from when the package leaves the warehouse.
Please be mindful of local weather when selecting Standard or Express Shipping. If Chocolate is exposed to temperatures above 74°F (23°C) for an extended period of time, you may experience melting. If the weather is currently above 74°F (23°C) in your area, we highly recommend selecting Overnight shipping. If you select Standard or Express shipping and your delivery address is in a hot area, we will not be responsible if your chocolate has melted. We do not offer refunds nor do we offer to reship your order if the chocolate has melted and Standard or Express shipping was selected.
Please keep in mind that chocolate does melt and hot temperatures may affect product availability on rosschocolates.shop and authorized reseller websites.
Tracking
Tracking information is sent via email as soon as your order ships to the email address on your order. If you have any questions about the status of your order, please email us at ecommerce@rosschocolates.ca
Late delivery
Please check with your mail carrier and neighbors to see if there may have been a delivery mistake. If you still cannot locate your package, please email us at ecommerce@rosschocolates.ca. We’ll do our best to work with the carrier to resolve, though please note we are not responsible for errors in order or address entry which result in our shipping company not being able to deliver.
Canceling order
We try to ship orders as quickly as possible, which means we might not catch your order in time to adjust or cancel it. If you need to cancel or modify your order, please contact ecommerce@rosschocolates.ca within 12 hours and we will do our best to accommodate your request.
Refunds or replacements
We offer a 100% satisfaction guarantee in the event of damaged or incorrect products sent to you. We will also reship orders that get lost or that are not delivered at the correct address, please make sure to contact us within 5 days from the email delivery notification.
Damaged Order Policy
If an order receives excessive damage, we will replace it. During warm weather product ships with ice packs and in protective thermal pouches, however, packages should not be left outside in high temps for long periods of time. *The only exception to this is if ice melts causing condensation: we will not refund this as our products are individually wrapped and minor cosmetic damage does not affect the taste.