Shipping policy

Shipping Policy

Shipping coverage: At present, SOMOS CACAO SAS BIC ships only within Colombia. We use ground transport (specialized courier services or nationally recognized carriers) to deliver our products, since ground shipping is better suited to chocolate products in our climate. We do not offer international or air shipping at this time.

Estimated delivery times: Orders are processed and dispatched within 1-2 business days after payment confirmation. From dispatch, typical transit times are:

• Major cities (e.g. Bogotá, Medellín, Cali, Barranquilla): approximately 2 to 4 business days for delivery.

• Mid-sized cities and other municipalities: approximately 3 to 6 business days.

• Rural or hard-to-reach areas: in some cases it may take 5 to 8 business days or more, depending on the carrier's coverage.

Please note that these times are estimates; occasionally there may be delays due to situations beyond our control (for example: carrier delays, high demand during holiday seasons, adverse weather conditions, mobility restrictions, etc.). We will provide you with a tracking number once your order has been shipped, so that you can follow the status of the shipment online. In the event of any unusual delay, you can contact us and we will do our best to assist you with the carrier.

Shipping costs: The shipping cost will be calculated and shown during checkout, before you complete payment. The amount depends on factors such as the delivery location, the weight/volume of the package and the logistics operator's rate. We offer competitive shipping rates nationwide, and occasionally free shipping promotions for certain cities or for orders above a certain amount (these promotions will be announced on the site when in force). If exceptional additional costs apply (for example, re-dispatch to remote areas), the customer will be informed in advance for approval. SOMOS CACAO SAS BIC does not seek to profit from freight; shipping charges largely reflect the costs charged by the courier companies.

Packaging and handling: We understand how important it is for the chocolates to arrive in good condition. We pack our products carefully using appropriate materials (sturdy boxes, thermal insulation when necessary, protective filling, etc.) to minimize damage during transport. Every shipment is properly labeled fragile and keep in a cool place, to make the carrier aware of the handling required.

Receiving your order: On receiving the package, we recommend that the customer check the external condition of the box. If you notice severe damage to the packaging or signs of tampering, please report it immediately to the courier and contact us as soon as possible. If there is any damage to the products, our Returns and Refund Policy will apply (see the corresponding section). Please note that it is normal for the packaging to show slight scuffs or minor dents from transport; this does not usually affect the product inside.

Risk of melting: Since we sell fine chocolate, there is a possibility that the product may undergo partial melting during shipping, especially in warm seasons or to high-temperature destinations. Even though we use packaging and materials that help insulate against heat, SOMOS CACAO SAS BIC cannot guarantee that the chocolate will not melt to some degree in transit. Melting is not considered damage or a product defect, and therefore is not grounds for a return or refund under our policies. The buyer assumes this risk, which is inherent to shipping chocolate. We recommend that, on receiving your chocolates, you place them in a cool place or in the refrigerator for a few minutes so that they regain their solid consistency before opening or handling them. The quality, flavor and properties of the chocolate remain intact despite any deformation caused by heat. However, if you receive the product completely liquid or with packaging broken by heat, contact us so we can evaluate your particular case.

Shipping restrictions: We do not deliver to P.O. boxes or to addresses outside Colombian territory. All shipments require a valid physical address and a responsible recipient available to receive them. If a package cannot be delivered because no one was available to receive it at the address given after several attempts, the carrier may return the package to our facilities. In that case we will contact the customer to arrange a new shipment (which may incur an additional shipping cost).

Title and risk: Title to the products passes to the customer once SOMOS CACAO SAS BIC has received full payment. The risk of loss or damage passes at the moment of physical delivery of the product to the customer (or a person authorized by the customer) at the agreed address. From that moment on, the care of the product is the customer's responsibility.