Refund policy

Due to safety and quality regulations, we are unable to accept returns of perishable goods. If you feel that something is not right with your order, please contact us via email at Support@Exoticers.com. We are unable to resolve matters over the phone as we thoroughly track and record each claim.

For all inquiries:

1. Notify us within 48 hours of delivery or purchase.
   
2. Give a brief explanation of your concerns, accompanied by clear photos of the packaging and chocolates in question.
   
3. It is best not to discard the packaging, as we may request you return them to us for quality assurance inspection.
   

Merchandise

Merchandise, apparel and any non-food purchases from Exoticers.com can be returned or exchanged within 14 days of purchase with the original receipt. Please contact Support@Exoticers.com if you have specific concerns or requests.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exoticers.com Orders

Cancellations or Changes

If for any reason you need to cancel an existing order, please note this is only possible if the order has not already been shipped. If the carrier has already picked up the order, cancellations are not available. In addition, we are unable to make any changes to the shipping method or address once the order leaves our facilities.

Shipments

We are not responsible for lost or stolen orders nor carrier delivery delays. Please make sure to monitor your tracking number and email notifications accordingly. If your package is lost in transit, you will need to file a claim with the carrier. 

Address accuracy

Each purchaser is responsible for ensuring the correct address is used when placing an order. Each order will include an email confirmation with shipping information. If the address on your order confirmation is incorrect, please notify us immediately via email at Support@Exoticers.com. If the address is incorrect and the order has not yet shipped, we may be able to change it, but this is not a guarantee. If the order has shipped and you notice the shipping address is incorrect, we are unfortunately not able to make any changes and are unable to issue a refund. In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we will not be able to issue a refund.

Retail Partner Purchases

Purchases from retail partners must be returned directly to the location of purchase. We will gladly follow up on any concerns you might have regarding your purchase from a retail partner. In order to do so, please submit the store you purchased from (including address), proof of purchase, and an image of the products with expiration dates shown, in an email to Support@Exoticers.com to begin a claim.

Damaged Chocolate (broken, melted, bloomed, other)

Please note during summer weather we can not guarantee your chocolates won't melt. We do not offer replacements or refunds for melted products.

We understand that UPS and USPS are responsible for the delivery and handling of packages, and we cannot be held responsible for melted chocolate, candy, gummies and other confectionery products, due to environmental factors during transit by the carrier, such as temperature, humidity, and air pressure, that are out of Exoticers’ control. All of our products are carefully packed in an air conditioned facility and we can not guarantee that the package will not be exposed to extreme temperatures during transit. Therefore, customers should be aware that their order may be affected by these external conditions. Exoticers does not have the ability to guarantee that any product will remain in its original form during transit.