Refund policy

Last updated: October 16, 2026

Our cacao is a food, made in small batches and wrapped by hand. We want every block to arrive just as it left us, and if it doesn’t, we’ll make it right.

Damaged, wrong or missing items

If your order arrives damaged, if we sent the wrong item, or if something is missing, write to us through our contact page within 14 days of delivery with your order number and a photo of the problem (and of the box, if it was damaged in transit). We’ll send a replacement or refund the affected items, whichever you prefer. You don’t need to send the damaged product back unless we ask.

A soft block or a pale bloom on the surface after a warm journey is cosmetic, not damage: cacao butter softens in heat and can rise to the surface. Let the block rest somewhere cool and it will set again. It’s still good to use.

Lost parcels

If tracking hasn’t updated for 7 days, or a parcel shows as delivered but you can’t find it, write to us. We’ll open a claim with USPS and, if the parcel is lost, send a replacement or a refund.

Unopened blocks

Changed your mind? You can return unopened blocks in their original wrapping, with the wax seal intact, within 14 days of delivery for a refund of the product price. Write to us through our contact page first so we can give you the return address. Return shipping is paid by you, and the original shipping cost isn’t refunded. We’ll refund within 5 business days of receiving the return.

Opened blocks

For food-safety reasons, we can’t accept returns of opened blocks or blocks with a broken seal, unless they arrived damaged or faulty.

Quality concerns

If something about your cacao doesn’t seem right, such as an unusual smell, taste or texture, stop using it and write to us through our contact page with your order number and a photo. We’ll look into it and replace or refund it.

Gifts

If you received a block as a gift and there’s a problem, write to us with the order number (or the buyer’s name), and we’ll arrange a replacement for you.

Cancellations

You can cancel an order free of charge until it ships. Write to us through our contact page as soon as possible; once it’s shipped, the Unopened blocks section applies.

Pre-orders

A pre-order reserves a block from the next batch. Your card is saved at checkout and charged when your parcel ships (when we print its shipping label). The next batch is usually expected in about 2–4 weeks; the product page and your confirmation show the current estimate. If it runs late, we’ll email you with a new estimate and the choice to cancel. You can cancel a pre-order any time before it ships, for any reason, at no cost. If a pre-order was already charged and is then cancelled or not shipped, we refund it in full, including shipping, to the original payment method within 7 business days.

Refunds

Approved refunds go back to the original payment method. Depending on your bank, it may take 5–10 business days to appear.

Contact

ALPAKA is a brand of KEO LLC · 1800 E 4th Street, Unit 250, Austin, TX 78702, USA · contact page