A Chocolatey Guide To Holiday Ordering
First, thank you for shopping with our small family business this season. We know you have tons of options when it comes to chocolate gifts this season, and shopping with us doesn’t just mean you’re getting great-tasting chocolate it also means you’re directly supporting our smallholder cocoa farmer partners.
This season is unlike any other, and by now you’ve probably heard about the longtail effects of Covid-19: global supply chain delays, staffing shortages, overburdened shipping carriers and more. Please note that due to these factors--and the fact that we’re a small team of 20 with significantly increased volume of orders--our typical fulfillment times and shipping & delivery windows (which are unfortunately outside of our control) have been affected.
Rest assured we are working hard behind the scenes to make chocolate as quickly as possible (spoiler: chocolate-making is not a quick endeavor, ha!) and deliver your order as soon as possible, while keeping our team and our community safe. And while we wish we could deliver your order ourselves, we have to rely on shipping carriers for that--UPS is our carrier of choice--whose delivery windows and tracking are currently very unpredictable. We know this isn’t ideal, and we apologize for the inconvenience it causes. In short, we appreciate your patience this season. Unique challenges notwithstanding, we’re prepared for the best holiday season yet!
If you have any questions, concerns or if there is anything we can help you with please don’t hesitate to contact us directly at email@example.com.
–Yours In Chocolate, Lawren Askinosie & Shawn Askinosie
In the meantime, here are some answers to some frequently asked questions:
I SEE YOUR HOLIDAY SHIPPING CUTOFF FOR DELIVERY BY CHRISTMAS WAS 12/12. WHAT IF I ORDER AFTER THAT?
This year we set our cutoff date keeping in mind overburdened carriers (which we are definitely seeing impact delivery windows and tracking information). Even though we're now past that date, we'd love for you to order. Our fulfillment timeline remains the same (within 3 days business days due to higher-than-ever volumes) and it's entirely possible your order might arrive by Christmas if carriers are running smoothly, or you get lucky! Worst case scenario, you'll have a nice pick-me-up arrive after the holiday to look forward to :)
I'VE ORDERED DURING YOUR CYBER SALE. WHEN CAN I EXPECT MY ORDER TO ARRIVE?
First, thanks for shopping during our sale! We don’t have these often, so when we do things get very busy! Our order volume increases tenfold during our holiday cyber sale. As such, and given everything described above, our fulfillment times will be longer than normal during our sale. Please expect that if your order during our sale, your order will ship within two weeks--or earlier!--of the date it was placed. For example, if you order on the 17th you can expect your order to ship by Dec 1. You can see transit times via our shipping map here.
WHEN SHOULD I ORDER FOR THE HOLIDAYS?
No time like the present!! In all seriousness though, the sooner the better. The closer we get to the holidays, the greater the likelihood that your order will be delayed and the more difficult it will be for us to communicate with UPS on your behalf to affect a positive outcome if it becomes lost, etc.
Not to mention, right now we have more in stock than we’ll likely have as the season carries on. If you have your heart set on a particular bar, gift set or kit we cannot guarantee it will be in stock later. However, we are making chocolate 24/7 (literally) and we put products back in stock as soon as they’re off the molding line and into a package-- in other words, it may be sold out now but come back in a few days or weeks. We encourage you to use the sign-up form on respective product pages to be notified when a particular item becomes available again.
WHAT IS YOUR CUTOFF DATE FOR DELIVERY BY CHRISTMAS?
Great question! All things being normal, we would say it’s Sunday, December 12. But things are not normal this season, so we hesitate to make any guarantees this year. That being said, count on Sunday, December 12 being the last possible day you can order and conceivably think about your chocolate arriving by Christmas. This is a moving target, and your satisfaction is of the utmost importance to us so we will continue to provide you with updates on this date should it need to change.
You can read more about our typical shipping procedures, including the UPS delivery map (however irrelevant) here.
WILL YOU HOLD MY ORDER & SHIP IT LATER?
Unfortunately, we're simply not able to do that. Due to order volumes being ten times greater than normal, our shipping team simply can't accommodate a request like this. Unlike most other brands, we fulfill and ship everything in-house (we make everything here too, but you already knew that!). Though our Shipping Team is mighty, it's only 5 folx and keeping them safe & healthy is our top priority--along with filling your order accurately and as quickly as possible! Holding your order means we'd need to pick and pack it now--because if we wait, chances are we may be sold out of part or all of your order (see "When Should I Order For The Holidays?")--but then we need to find a place to store it safely. Then we need to remember to come back to it at your requested date, since we can't make shipping labels that far in advance. And then hope that overburdened carriers get it to you by the date you require. Our team simply isn't big enough and our systems not sophisticated enough to accommodate this (and in fact, many much larger brands do not). Basically this request sets us up to let you down, and we like to avoid that :)