Shipping policy

International Orders

Customers outside of the United States should note that orders may be subject to value-added tax (VAT), duty fees, and customs delays. Any additional charges incurred, including customs fees and taxes, are the responsibility of the customer. ChinChile Productions LLC (ChinChile Products) is not liable for these additional fees or delays.

Please note that while we ship to most countries, due to strict import restrictions on food products, we are currently unable to ship to Spain, Mexico, and Brazil.

You are the importer. It is your responsibility to know the import laws, labeling requirements, and product restrictions of your own country before you place an order. We cannot advise on them and we cannot verify them on your behalf.

Our products are labeled in English to meet US FDA requirements for sale in the United States market. They are not labeled for any other country. If your country requires labeling in another language, or requires ingredient, nutrition, or import declarations that our packaging does not carry, please do not place an order. We are not responsible for shipments refused on those grounds.

Refused, rejected, and undeliverable international shipments: if customs or the carrier rejects your shipment, or you refuse delivery, we do not refund shipping charges — outbound or return. We will refund the cost of the products only, and only once the items have been returned to us. Shipments that are destroyed, seized, or abandoned by customs cannot be refunded, because the products never come back to us.

Chocolate Shipping & No Melt Guarantee

Chocolate can melt in transit, especially in warm weather. To reduce the risk, we require Express or Overnight shipping to qualify for our No Melt Guarantee.

No Melt Guarantee (Express or Overnight required): If your chocolate order ships via Express or Overnight and arrives melted, we will refund or replace and reship at no cost to you. Orders shipped with Standard service are not covered for melting.

Our team monitors weather conditions and packs your order to reduce the risk of melting. If temperatures are too high for safe shipping, we may hold the order until conditions improve or contact you with available options.

Ice packs: Ice packs are added only to Overnight shipments, because they are designed to remain effective for about 24 hours in transit.

Package Protection

Package Protection is an optional $1.95 add-on you can include in your cart at checkout. If something goes wrong in transit, it covers you without the usual carrier claim process.

  • What it covers: packages lost or stolen in transit, and qualifying damage that occurs in transit.
  • Coverage limit: up to $300 per order.
  • Claim window: claims must be submitted within 14 days of the ship date shown in your shipping confirmation email. Claims submitted after that window cannot be honored.
  • Meltable products: damage from melting is covered only when Express or Overnight shipping is selected — the same requirement as our No Melt Guarantee above.
  • How to file a claim: email contact@chinchileproducts.com with your order number and photos of the packaging and the affected items.

Package Protection must be added to your cart at the time of purchase.

Alcohol Shipping Policy

Orders that contain alcoholic beverages are subject to additional restrictions and regulations:

  • We currently only ship alcohol to addresses within the state of Florida. Alcohol orders with out-of-state shipping addresses will be canceled and refunded.
  • Alcoholic products are only available to customers who are 21 years of age or older. By placing an order, you confirm that you meet the legal drinking age in your state.
  • We may use third-party services to verify your age before fulfilling alcohol-related orders. If verification is unsuccessful, the order may be delayed or canceled.
  • Alcohol is considered a non-returnable item, unless it arrives damaged. If your alcohol order arrives broken or leaking, please contact us within 48 hours of delivery with a photo of the issue for replacement or refund.

How We Calculate Shipping

Our rates are flat rates — but not one flat rate for everything. We build our rate table around the three things that actually determine what a shipment costs to move:

  • Order size (volume): the total dimensions of the items in your cart
  • Order weight: your cart's total weight
  • Destination: your carrier shipping zone

Because the table accounts for all three, a small order is charged a small order's rate and a large or heavy one is charged closer to what it really costs to ship. You'll see the exact price at checkout before you pay.

Shipping Options

At checkout, you'll see up to three shipping tiers based on your cart and address:

  • Standard Shipping — 3 to 5 business days. Our most economical option.
  • Express Shipping — 2 to 3 business days. Faster delivery for time-sensitive orders.
  • Overnight Shipping — 1 to 2 business days. Fastest option (continental US only).

Orders placed before 12 PM Eastern Time (Monday–Friday) usually ship the same day.

We ship via USPS Ground Advantage, USPS Priority Mail, USPS Priority Mail Express, UPS Ground, UPS 2nd Day Air, UPS Next Day Air, and FedEx Home Delivery. We choose the carrier behind the scenes based on what gets your package to you fastest and safest within your selected tier.

International Shipping: We use UPS Worldwide, UPS Standard, USPS First Class International, USPS Priority International, and DHL Express depending on destination.

Shipping times are estimates and may be affected by unforeseen delays such as weather or customs processing. We strive to ensure timely delivery, but some factors are beyond our control.

Order Tracking

Tracking is available for all orders, and you will receive tracking information automatically once your order has been processed. This allows you to monitor the progress of your shipment until it reaches your door.

Special Requests and Urgent Orders

If you need your package by a specific date or in a hurry, please Contact Us during regular business hours to ensure we can accommodate your request. We will do our best to meet your needs and ensure timely delivery.

Gift Messages

Planning to send a gift? We've got you covered! Enter your personalized gift message or additional delivery instructions on your cart page. Please note that you may not see the text box if the cart is empty. Let us help you add that special touch to your order.

Incorrect Addresses

Please ensure that your shipping address is correct and complete when placing your order. Incorrect or incomplete addresses can result in delays, additional shipping costs, or the need for reshipment. If an incorrect address is provided and the package is returned to us, we will contact you to correct the address and arrange for reshipment. Any additional shipping costs incurred due to an incorrect address will be the responsibility of the customer. We recommend double-checking your address details before finalizing your order to avoid any issues.

Shipping Promotions and Offers

ChinChile Products may offer various shipping promotions and discounts throughout the year. These promotions are generally applicable for orders delivered within the Continental USA. Specific details and terms for each promotion will be displayed on our website at the time of the offer. Please note that restrictions may apply, especially for destinations with extreme weather conditions.

Contact Information

For any questions or concerns about your order, please reach out to us at contact@chinchileproducts.com or call us at 888.575.4711.

We appreciate your business and will do everything possible to ensure your products arrive safely and in excellent condition. Thank you for choosing ChinChile Products!