Refund policy
Refunds and Returns
Food Items: We do not accept returns on food items. This is a food-safety policy and it applies to every food product we sell. The one exception is our No Melt Guarantee, described below, which covers heat-damaged chocolate on eligible shipping services.
Non-Food Items: For all non-food items, we offer a 30-day return policy. Once the returned item is received in good condition, we will process the refund. Please note that returns are only eligible for customers within the continental USA.
Alcohol: Alcoholic products are non-returnable unless they arrive damaged or defective. If your alcohol order arrives broken or leaking, contact us within 48 hours of delivery with a photo of the issue and we will replace or refund it.
Perishable and Heat-Sensitive Items
Chocolate and other heat-sensitive items are covered under our No Melt Guarantee only when your order ships Express or Overnight — the expedited tiers you select at checkout, which we fulfill using UPS 2nd Day Air, UPS Next Day Air, USPS Priority Mail, or USPS Priority Mail Express. If your order qualifies and still arrives melted, we will refund or replace and reship it at no cost to you.
Ice packs are added only to Overnight shipments, because they stay effective for roughly 24 hours in transit. Overnight is the safest choice in hot weather.
Orders shipped Standard, or by any international service, are not eligible for our No Melt Guarantee. We are not responsible for melting or heat damage when those methods are chosen, and refunds or replacements will not be issued under those circumstances.
Package Protection
If you added Package Protection ($1.95) to your order at checkout, you are covered for packages lost or stolen in transit and for qualifying transit damage, up to $300 per order. Claims must be submitted within 14 days of the ship date shown in your shipping confirmation email. For meltable products, damage coverage applies only when Express or Overnight shipping was selected. To file a claim, email contact@chinchileproducts.com with your order number and photos of the packaging and the affected items.
Replacement and Refund Options
We only replace non-food items if they are damaged. However, you have the option to receive a refund back to your original payment method, or alternatively, you can choose store credit or a ChinChile gift card.
Return Process
- To initiate a return, please contact our customer service team by email or by phone at 888.575.4711 to get the process started.
- If your return is due to a defective product, we will provide you with a prepaid shipping label. Simply print the label, affix it to your package, and drop it off at the designated shipping location. This ensures that returning defective items is convenient and cost-free for you.
- For other return reasons, such as a change of mind, customers are responsible for paying the return shipping costs. Shipping costs are non-refundable.
- Ship your return to:
Bay #114
4980 SW 52nd Street
Davie, FL 33314
United States - We recommend using a trackable shipping service and purchasing shipping insurance for all returns. We do not guarantee receipt of returned items.
Refund Eligibility
Important: Only regular-priced items may be refunded — sale and clearance items are final sale. Items must be returned in their original packaging with proof of purchase. Please do not send your purchase back to the manufacturer.
Digital Products and Gift Cards
We do not offer returns or refunds on digital products, including digital gift cards. Once a digital gift card is purchased it is non-refundable, so please make sure the recipient details are correct at the time of purchase.
Claim Windows at a Glance
- 48 hours from delivery — alcohol that arrives broken or leaking
- 14 days from ship date — Package Protection claims
- 30 days from delivery — non-food returns
International Orders
Returns are available only to customers within the continental USA. For international orders, please see the International Orders section of our Shipping Policy — you are the importer, and refused or rejected shipments are refunded for the products only, once the items are returned to us.
Contact Information
If you have any questions about our refund policy, please Contact Us or call us at 888.575.4711. We’re here to help!