Shipping policy

SHIPPING POLICY

Last Updated: May 2025

At Isla De Cacao, we ship Philippine food products, ingredients, and agricultural products to customers in the Philippines and, where available, to international destinations.

Shipping arrangements may vary depending on the type of order, product, quantity, destination, and shipping method selected.

1. Retail Orders

For retail orders placed through our Shopify store, available shipping options and applicable shipping fees will be shown at checkout or communicated to the customer before the order is confirmed.

Delivery timelines will depend on the product availability, destination, selected shipping method, and courier.

Orders may require additional preparation time before being handed over to the courier.

2. Wholesale & Bulk Orders

Wholesale and bulk orders are handled separately from standard retail orders.

Shipping costs and delivery arrangements will be quoted and agreed upon with the customer before the order is confirmed, based on:

• Product and quantity

• Packaging requirements

• Destination

• Shipment weight and volume

• Preferred shipping method

• Courier, freight, or logistics provider

• Domestic or international delivery requirements

For larger shipments, customers may arrange their own preferred freight or logistics provider, subject to coordination with Isla De Cacao.

3. International & Export Orders

International and export orders are available subject to product availability, destination, shipping requirements, and applicable regulations.

Shipping may be arranged through international courier, air freight, sea freight, freight forwarders, or other suitable logistics providers.

Unless otherwise agreed in writing, the customer is responsible for applicable destination charges, including:

• Customs duties

• Import taxes

• Customs clearance fees

• Destination charges

• Storage or demurrage fees

• Import permits and other destination requirements

Customers are responsible for confirming that the products they order can legally be imported into their destination country.

4. Shipping & Delivery Timeframes

Shipping and delivery timelines will be agreed upon between Isla De Cacao and the customer at the time the order is placed, where a specific arrangement is required.

Delivery timeframes may vary due to:

• Product preparation and availability

• Order quantity

• Destination

• Courier or freight schedules

• Weather and natural events

• Holidays and peak seasons

• Customs processing

• Transportation or logistical disruptions

• Other circumstances outside our reasonable control

Unless expressly confirmed in writing as a guaranteed delivery date, all delivery timeframes are estimates.

5. Shipping Fees

Shipping fees depend on the order and destination.

For retail orders, applicable shipping charges may be displayed at checkout.

For wholesale, bulk, and international orders, shipping charges may be calculated and quoted separately based on the shipment requirements.

Any special handling, packaging, freight, customs, or other additional charges will be communicated to the customer when applicable.

6. Packaging & Product Handling

Products are packaged according to their nature and the applicable shipping requirements.

Certain products, particularly chocolate and other temperature-sensitive products, may be affected by heat and humidity during transportation. Minor melting, softening, chocolate bloom, or cosmetic changes may occur during transit and do not necessarily indicate that the product is defective or unsafe.

Customers requiring special or temperature-controlled shipping arrangements should discuss their requirements with us before placing an order. Additional costs may apply.

7. Delivery Information

Customers are responsible for providing accurate and complete shipping information, including:

• Full name or business name

• Complete delivery address

• Contact number

• Email address

• Recipient or consignee details

• Special delivery instructions, where applicable

Isla De Cacao is not responsible for delays, failed deliveries, returned parcels, or additional charges resulting from incorrect, incomplete, or outdated information provided by the customer.

8. Courier & Transportation Delays

Once an order has been handed over to the selected courier, freight company, or logistics provider, transportation is subject to the carrier's policies and operating conditions.

While Isla De Cacao will make reasonable efforts to assist with delivery concerns, we cannot guarantee courier delivery times or be held responsible for delays caused by circumstances outside our reasonable control.

9. Damaged or Incorrect Deliveries

If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery.

Please provide:

• Order number

• Description of the issue

• Photos of the package and products received

• Photos of the shipping label, where applicable

Please keep the original packaging and affected products until the issue has been reviewed.

For more information, please refer to our Return & Refund Policy.

10. Order Changes

Changes to an order's quantity, destination, packaging, or shipping method after confirmation may affect shipping costs and delivery timelines.

Additional costs resulting from customer-requested changes may apply and will be communicated before implementation whenever reasonably possible.

11. Wholesale, Custom & Special Orders

Wholesale, bulk, private-label, custom, and export orders may be subject to separate written shipping or commercial terms agreed upon between Isla De Cacao and the customer.

Where separate terms have been agreed, those terms will apply to the applicable order.

12. Contact Us

For shipping, wholesale, bulk, or export inquiries, please contact:

Isla De Cacao
Email: isladecacaoph@gmail.com

For wholesale and export inquiries, please include your product requirements, estimated quantity, destination, and preferred shipping method, if known.

Isla De Cacao
From the islands of the Philippines to the world.