FAQ

If you need more precise information, you can contact us toll free at 1-800-463-5837 or via our contact section form.

  1. Yes, it is possible to place your order over the phone, during office hours and at the following toll-free number: 1-800-463-5837.

  2. Online, we accept VISA, MASTERCARD, AMERICAN EXPRESS AND DISCOVER.

    In store CASH, DEBIT CARD, VISA, MASTERCARD, AMERICAN EXPRESS AND DISCOVER.

    All prices are in Canadian dollars.

  3. Yes, Chocolat-Chocolat Inc. wants to assure you that your online shopping experience is secure. We understand your concerns about your personal and banking information and we do everything in our power to ensure the protection of our customers.

    We have implemented a double security feature to ensure that your data and information remains confidential.
 When you place an order online, your credit card information is protected with an SSL certificate that makes it difficult to intercept or steal your credit card information while it is being transmitted.


    In addition, we have a reCAPTCHA protocol. This protects your account from spam and prevents attempts to decrypt your password by subjecting you to a simple test to verify that a human being and not a computer is attempting to access the account.

  4. Our objective is that you are completely satisfied. Upon reception of the package, we ask that you examine it closely before opening it. If it is damaged, please refuse the package.

    If you are not satisfied with your order, you may return it at your expense. Please request a return authorization number by phone or email. Upon reception of the returned package, we will credit your account excluding shipping charges, unless the mistake was made by Chocolat-Chocolat Inc.

    Products must be returned in their original and complete condition. A 25% restocking fee will be applied at all times on all returns within 14 days of purchase following reception of the order. You will be notified of your refund by email. Important: Orders returned with missing, broken, altered or used items will not be accepted nor credited.

    All claims must be made within 14 days of receipt of merchandise. After the 14 day period following receipt of the merchandise, no claims are possible.

    Refunds on purchases made by credit card will be credited to the same card.

  5. Upon reception of your package, we ask that you examine it closely before opening it. If the package is damaged, please refuse the package, then contact us at 1-800-463-5837.

  6. Please contact us promptly at our toll free number: 1-800-463-5837.

  7. You must log into your account in order to be able to shop and complete an order.

  8. Once you have clicked on the “Submit Order” button, your order is already sent to be prepared. To cancel an order, you must email us and or call 1-800-463-5837 as soon as possible during our business hours.

  9. No, you can log in to your account at any time and you will not lose the content of your cart.

  10. The shopping cart is visible while browsing our site. It is located in the top right-hand corner of the menu. You can immediately see the content of your shopping cart by clicking the icon.

  11. We do our best to keep our website up to date, however it is possible that a product ordered is missing. Whenever a product is out of stock, one of our employees will contact you by email or phone to inform you and discuss possible options for the product. If nothing is possible, the invoice will be adjusted at the time of billing.

  12. You forgot something? No worries, adding is possible, but it must be done within the 6 hours following original purchase, by email or phone. After this time, another order will have to be placed.

  13. We always try to put as much information as possible inside the description page of each of our items. If you need more information about a product, you can contact us for free by phone at 1-800-463-5837 or via the form in the contact section.

  14. In MY ACCOUNT section, click on “Reset Password”, enter your email address and click on the “Submit” button. You will receive an email receipt of your request to reset your password. Then simply click on the link in the email to go to our site and create a new password.

  15. Chocolat-Chocolat tries to prepare and send your orders as quickly as possible (1 to 3 business days), however, as seasonal events approach, we can be faced with a very high volume of orders both in the store and by phone preparation time may be longer (5 to 7 business days).

    When we receive your order, it is printed and entrusted to the good care of our customer service representatives who are in charge of preparing it and of contacting you if there is the least concern. Then, your order will go through invoicing and then shipping. When shipped, you will receive a tracking number. Depending on the company, it can take up to 24 hours for the number to be generated in the system before it is sent to you, even though the order is already in transit to your destination.

    Each call for status request, makes us search all three departments and can take up to 20 minutes of investigation. Which is why we reserve the right to refuse any searches below 5 business days unless you have selected express shipping. A 5 business day processing delay in high season is not a delay, but the normal course of preparation.

  16. At Chocolat-Chocolat we respond as quickly as possible within 24 hours (during our business hours) which we consider acceptable. We are a wholesaler and are therefore closed on weekends. Our employees work daytime on weekdays, so they do not have access to their phone, computers or email boxes outside of work hours.

    In order to help us be as efficient as possible, we ask for your cooperation in leaving only one message either on the voice mail or by email. Our employees check their messages and emails several times a day, so if you don’t get an immediate response, it’s most probable that our customer service representatives are either already answering another customer on site or by phone or busy preparing an order.

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