SHIPPING INFORMATION AND FAQ’S
This information applies to retail orders shipped to residential or commercial addresses.
Wholesale or corporate purchasers should contact us for specific shipping rates.
Our company understands our customers’ concern about the costs of shipping today. Our first priority is always the satisfaction of our customers.
Our product is delicately handcrafted and shipped fresh daily. Because of our commitment to our customers to receive fresh products, we will only ship ground when we feel the temperature allows us to do so.
Where We Ship
Van Otis ships to any street address in the continental United States via UPS or USPS. We do not ship to Alaska or Hawaii, and cannot ship to PO boxes or APO/FPO addresses. Orders to Canada can be completed with special handling. Please call us for details. Due to the perishable nature of our products, we do not fulfill orders for any overseas destinations.
How We Ship
We use both UPS and USPS for shipping. Upon processing your order we will make the determination of best shipping carrier based upon order location, temperature, and shipping method selected. If you prefer one carrier over another please indicate so in your order comments. You may be contacted if shipping cost is more than what was paid during checkout. Tracking number and link for tracking will be sent from the carrier to the email you provided at checkout.
When We Ship
- Orders are processed Monday thru Thursday. Most orders ship within two business days of receipt. Orders placed after 11am Monday thru Thursday will not be processed until the following business day.
- Orders placed after 11am Thursday-Sunday will not be processed until the following Monday (or Tuesday, in the case of a Monday holiday.) Overnight shipping orders placed after 11am will not ship until the following business day. You will be contacted if your order is expected to take longer. Please be sure all information provided is correct should we need to contact you.
- When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
For proper delivery please be sure to provide complete address details, including apartment numbers, business condo unit numbers, suite numbers, and office floors. Please note that when shipping to a physical address, an accurate street address, suite/apartment number, company name (if applicable), and phone number is required to ensure proper delivery.
Check addresses before you start: USPS Zip Code Lookup.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Summer Shipping Policy & Warm Temperature Conditions
Chocolates are not tolerant of heat. They cannot be shipped without special thermal packaging when temperatures anywhere en route are expected to be above 70F. We will insist on thermal packaging and/or next day shipping to locations when temperatures may exceed 70F.
Shopping cart shipping rates to warm weather destinations will reflect the costs of thermally-protected packaging and expedited shipping. If you believe you do not need a warm weather kit, please email us at firstname.lastname@example.org. You will be asked to complete a waiver for shipping without thermal protection.
Summer Season: May – September
For shipments to warm weather destinations and during the summer season, orders must be shipped via the following methods to ensure safe delivery and to prevent chocolates from melting in transit:
Standard Shipping with Thermal Protection (choose standard shipping with thermal at checkout)
All Northeastern states– (NH, ME, VT, MA, CT, RI, NY, NJ)
Overnight with Thermal Protection (choose overnight with thermal at checkout)
During the summer season:
Midwest & Northern States - (AK, CO, DC, DE, IA, ID, IL, IN, KS, KY, MD, MI, MN, MO, MT, ND, NE, OH, OR, PA, SD, UT, VA, WA, WI, WV, WY)
Southern & Western states (AL, AR, AZ, CA, FL, GA, HI, LA, MS, NC, NM, NV, OK, TX, TN, SC)
No Signature Required
We do not require a signature for deliveries.
UPS & USPS delivery service reserves the right to deny a delivery should there be an instance where they do not feel the location is secure and will reattempt delivery on the next business day. Van Otis Chocolates is not responsible if the package is lost or stolen.
Once your order is shipped you will receive an email from carrier with tracking details. You will then be able to track your package by going to the carrier's website.
Thanksgiving, Christmas/Hanukkah, Valentine's Day, Mothers’ Day, and Easter are the busiest seasons for chocolate. Please be sure to allow more time for delivery. Our carriers do not guarantee shipping dates during our busiest holidays. Ship earlier to save on overnight shipping charges too!