Refund Policy

Customer Refund, Cancellation, and Shipping Policy

At Mueller Chocolate Co, we strive to provide the highest quality chocolates and customer service. Please review the following policy regarding refunds, cancellations, shipping issues, and lost or stolen packages.

Refunds and Exchanges

If you are not satisfied with your purchase, please notify us within 24 hours of receiving your order.

We will review the issue and work with you to determine an appropriate resolution. Depending on the circumstances, we may offer a replacement, exchange, store credit, or refund.

Please note that we cannot offer refunds or replacements for products that have been opened, consumed, or otherwise altered after delivery.

Due to food safety considerations, returned food products cannot be restocked or resold.

Damaged Shipments

If your order arrives damaged due to shipping, please contact us within 24 hours of receipt and provide photographs of the damaged product and packaging.

We may require photographs, additional information, or return of the product in order to evaluate a claim and determine eligibility for a replacement, exchange, store credit, or refund.

Chocolate and Weather Conditions

Chocolate is a temperature-sensitive product. While we take precautions during packaging and shipping, weather conditions, transit times, and carrier handling may affect the appearance of chocolate during transit.

Minor softening, chocolate bloom, or cosmetic changes may occur and do not necessarily indicate that the product is unsafe, defective, or eligible for a refund or replacement.

Customers are encouraged to retrieve packages promptly upon delivery, especially during warm weather, as prolonged exposure to heat may affect the appearance and quality of chocolate products.

Once a package has been delivered, customers are responsible for promptly retrieving and properly storing their order. Mueller Chocolate Co is not responsible for damage resulting from prolonged outdoor exposure, weather, animals, insects, theft, or other conditions occurring after delivery.

Incorrect or Defective Products

If you receive an incorrect item or believe a product is defective, please contact us within 24 hours of receiving your order.

We will review the issue and, when appropriate, may offer a replacement or exchange.

Order Cancellations

Because many of our products are made by hand in small batches, orders may only be canceled before production has begun.

If you wish to cancel an order, please contact us as soon as possible.

Once production has started, orders cannot be canceled.

Shipping Costs

Shipping charges are non-refundable unless the issue resulted from an error on our part or the shipping carrier approves a claim related to damage or loss.

Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Mueller Chocolate Co is not responsible for delays, losses, misdeliveries, or additional shipping charges resulting from incorrect, incomplete, or outdated addresses provided by the customer.

Orders shipped to an incorrect address provided by the customer are not eligible for refund due to delay, non-delivery, or quality issues resulting from the address error.

If an order is returned to us because of an incorrect address, the customer will be responsible for additional shipping charges to have the order resent.

Lost or Stolen Package Policy

We understand that it can be frustrating when a package is lost, delayed, or stolen. Please review the information below regarding delivery-related issues.

Responsibility

Once a package is handed over to the shipping carrier, delivery is subject to the carrier's handling and transportation processes.

Customers are encouraged to ship orders to a secure location and promptly retrieve packages upon delivery, especially during warm weather.

Mueller Chocolate Co is not responsible for packages lost or stolen after the carrier confirms delivery.

We will assist customers in working with the carrier to investigate delivery issues when appropriate; however, we cannot guarantee delivery outcomes or claim approvals.

Initial Steps

If you believe your package is lost or stolen, we recommend taking the following steps:

Check with neighbors, household members, building management, or others who may have accepted the package on your behalf.
Review the tracking information associated with your order.
Contact the shipping carrier (such as UPS) directly regarding the package status or any potential misdelivery.
Provide the carrier with your tracking number and any relevant information that may assist in locating the package.

Reporting the Issue

If the issue remains unresolved after completing the steps above, please notify us within 48 hours of the carrier's delivery confirmation.

We will work with you and the carrier to determine whether additional investigation is appropriate.

Investigation and Resolution

Mueller Chocolate Co will assist in coordinating with the carrier's investigation when appropriate.

While we cannot guarantee a specific outcome, we will make reasonable efforts to help resolve delivery-related issues.

Depending on the circumstances and the carrier's findings, resolution may include a carrier claim, replacement shipment, store credit, or refund at our discretion.