FAQ

HOT WEATHER ALERT
Please note that due to the extreme heat that we get here in Adelaide, we will not send any orders with chocolate if the temperature is over 30 degrees celcius.  We apologize for any inconvenience caused.  If you have any concerns, please do not hesitate to email us store@chocart.com.au

FREQUENTLY ASKED QUESTIONS:

If you can't find the answer to your question here, please check our Ordering & Delivery Page (just click on this link to go there).  If your question relates to advice for chocolate making, check out our Hints page.

Can I phone you with queries or an order?

Certainly.  We understand that not all questions are answered on our website and not everyone is comfortable ordering online.  You are welcome to ring us during business hours on (08) 8387 1977 or 0407 836 475.  Emails are also welcome kerry@chocart.com.au

How do you calculate Postage (unless there are special postage offers)?

Postage is calculated by weight and destination.   Freight/Postage charges also include GST.   The heavier your order and the more remote from our base (Adelaide), the more postage will be.   We have a minimum charge of $10 for postage to all areas.  We thoroughly pack items so they are secure and safe in transit.   We do guarantee that your parcel is delivered to the address provided, giving you peace of mind.    It is not our intention to profit on freight, however, we do need to cover all associated costs (such as packaging materials: box, paper/cardboard, tape, labels, product instructions and time spent packing/posting your order) to continue to provide great products and service.

With so many product combinations with differing weights and dimensions, sometimes the freight charge that is calculated by the computer in checkout is excessive.  That is why it states "Maximum Freight" in checkout.  Where possible, we manually review the freight charge on each order and reduce the freight if we can, for example, fit your parcel into a satchel instead of parcel/box. 

You are welcome to query freight charge before or at time of order, just email us.  

To give you an idea on actual freight charges, here are some examples below:
As from 11/9/09:

If the computer works out the freight to be higher, it will be manually changed. 

Are parcels guaranteed to arrive in good condition?

All parcels that we send are guaranteed to arrive at the address you provide giving you complete piece of mind.  Exceptions to that is when customers request regular postage at their own risk or provide instructions for parcel to be left.   Please contact us as soon as possible if there is a problem with your order.  We are here to help and are happy to follow up any delivery issues you may have.

What if I have Special Delivery Instructions?

If you have special instructions for delivery of your order, please note it in the additional comments field in checkout.  We will put these instructions on your parcel, however we do not guarantee that Australia Post will follow those instructions.  Any instructions to leave parcel when no-one is home is done so at your own risk.

I don't want to pay postage, do you have a physical shop location?

At this stage we do not have shop locations anywhere in Australia.  The reason why we can keep product prices so low, is because we do not have excessive overheads like rent to pay. 

What payment options do you offer?

Secure Credit Card Facility (Visa & Mastercard) 
Your credit card number is deleted from the server once payment has been processed.  That is why for your security, we process credit card payments manually (not automatically) as soon as possible after receiving your order.

Bank deposit, cheque or money order
Your confirmation email will contain details of bank details or where to send your cheque or money order.  Please note that although personal cheques are accepted, there is often a time delay due to waiting for the cheque to clear. 

Please note:  Due to the large number of bank deposit orders that are placed and are never paid, orders are not put aside until payment is received, unless copy of bank receipt is emailed (store@chocart.com.au) or faxed (08 8387 3256) to us.  Therefore, items may sell out before you have paid for them.  To avoid this from happening, please pay immediately and let us know that you have paid as sometimes, banks take 2-3 days to transfer funds from your account to ours.

What happens after I place an order?

Once you have placed an online order, you will receive a confirmation email within a few minutes providing you have entered your email address correctly.  Any questions you have about your order can be noted in the additional comments field and we will personally reply as soon as possible.  You will also receive an email to let you know how and when your order has been despatched.

What is your Exchange/Returns Policy?

Please choose products carefully as we do not exchange goods unless they are faulty.  All goods are checked before they leave however, should there be a problem, please contact us as soon as possible.  Where we are at fault, the product will be replaced at our cost.

Will the Melting Buttons melt in the post?

In the cooler months it is highly unlikely buttons will melt.  Wherever possible we send by express post to avoid a road journey.  Even if the buttons do soften in transit, it will not affect the quality as you have to melt them anyway to mould it.  The buttons we sell can be melted many times. 

Can I use normal blocks of chocolate for melting?

You may find that if you use normal blocks of chocolate that you buy, that you will have trouble releasing the chocolate from the mould when set.  We use and recommend Cadbury melting compound buttons because they are easy to use for melting and moulding.  Compound chocolates are very similar to chocolate except that almost all of the cocoa butter has been replaced by an alternative vegetable oil derived by crystal fractionation from palm or coconut oil.  These oils are called cocoa butter substitutes (CBS).  CBS based compounds are not compatible with cocoa butter based chocolate, so every effort should be made to avoid accidentally mixing the two types of products.

What if I have trouble using the products?

No problem, just email us store@chocart.com.au and give as much information as possible about your problem so we can give the best advice.  We offer after sales assistance and are here to help.   During weekdays you should get a reply within 4 hours, on weekends reply could be expected sometime on the Monday.