Customer Service

Shipping & Handling

We take great care in packaging and shipping our ceremonial cacao products to ensure they arrive in perfect condition. However, because cacao is temperature-sensitive, we strongly encourage customers to retrieve their packages promptly upon delivery. Chocolate left on porches, in mailboxes, or in direct sunlight for extended periods may melt, and we cannot be responsible for damage caused by improper handling after delivery.

Shipping Timeframes

• Orders are typically processed within 1-3 business days after purchase.

• Domestic shipping takes approximately 3-7 business days, depending on the destination.

• International shipping availability and delivery times vary by country. Please check with your local customs office for potential import fees or delays.

• We do not ship on weekends or holidays.

Warm Weather Shipping Advisory

If you live in a warm climate or are ordering during the summer months, consider shipping your order to an address where it can be brought inside immediately upon delivery. If needed, you may request expedited shipping at an additional cost to minimize the time your package spends in transit.

Refund & Replacement Policy

At Elemental Cacao, we stand behind the quality of our ceremonial cacao. If your order arrives damaged, incorrect, or otherwise unsatisfactory, we will work with you to make it right.

How to Request a Refund or Replacement

1. Email us within 7 days of receiving your order.

2. Include the following in your email:

   • Your order number

   • A clear photo of the product issue (damaged/melted/incorrect item)

   • A brief description of the problem

3. Once we review your request, we will determine the best course of action, which may include a replacement or store credit.
   

Important Notes:

• No need to return the product – Due to the nature of food items, we do not require returns for most damaged or incorrect orders.

• We do our best to ensure safe delivery, but once the package is with the carrier, we cannot control delays, theft, or exposure to heat. We highly encourage selecting a secure delivery location.

• Refunds and replacements are not guaranteed for packages left outside for prolonged periods or exposed to extreme temperatures after delivery.
  

Contact Us

For any inquiries, assistance, or concerns, please reach out to us:

📧 Email: ioniceden@gmail.com
📍 Based in: Costa Rica & United States

We are here to support your cacao journey and will respond to inquiries as soon as possible during regular business hours.

Thank you for being a part of the Elemental Cacao community. We appreciate your support and look forward to serving you!