Customer Service

Safe Secure Shopping and Privacy Policy

Our secure shopping cart makes shopping on-line safe and private. All orders are encrypted and processed on a secure server. Rose City Chocolatier also respects your privacy. The contact and credit card information you provide to us remains on our secure servers. We neither sell nor share with any other entity your name, e-mail address or personal information.

First Class Customer Service

We really believe that you will find your purchase from us to be satisfactory and that you will find our chocolates fresh and of top quality. If, for any reason, you do not believe our chocolates are among the best you have ever tasted, simply return the rest of the package to us for a full and unconditional refund. We stand behind our products fully, and we strive to offer the best customer service possible.

Corporate Responsibility

Rose City Chocolatier is committed to protecting and improving the environment. We strive to minimize waste and recycle packaging materials. Where possible, we use packaging that is made from recycled materials. We have an active recycling program in our facility where we take advantage of local recycling initiatives including the recycling of all kinds of paper, glass, plastic bottles, cardboard, electronics, clothing, packaging material, and metal.

Ordering Terms

For your order to go through and for the charge to be accepted, you must enter the current billing address for the credit card on the check-out page of the shopping cart. This address should be entered in the "Your Address" fields on the shopping cart.

All orders are subject to acceptance. We accept Visa, Master Card, American Express, and Discover credit cards. Payments for orders must be successfully processed through our credit card merchant account and these transactions are subject to acceptance by our bank. To protect us and to protect you in case your card information is stolen, our shopping cart and merchant bank accounts are set for maximum security.

If there is a problem with your order, you will receive a message that an "offline order" was placed. This means that we have received the information about what you ordered and where it is to be sent, but the payment WAS NOT ACCEPTED BY YOUR CREDIT CARD ISSUER. We do not have access to the reason why the charge did not go through. If the charge is rejected, however, it is usually because the billing address where the credit card statement is sent to was not entered in the shopping cart (this error is called an AVS type mismatch). If you have recently moved or otherwise changed your billing address, this may be causing the problem, depending on your credit card issuer.

We will email or call you to notify you that your order has been placed but that the payment has not been processed. You must respond to us so we can complete your order. See our Contact Page for complete information on how to get in touch with us.

Service

We will ship your order according to our shipping policies on our shipping page. If we receive your order by noon, we can usually get your order out the same day it comes in, subject to weather conditions, destination, and how many orders are in front of yours. See our shipping page for details on hot weather destinations. Our peak shipping periods are the sixteen days before Christmas, the first thirteen days of February, and the weeks before Easter and Mother's Day. During these times, there may be a delay of one or two days before your order can be processed and placed into a shipping channel.

Express Delivery

See this link on our shipping page for complete details on this service.