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FAQ

FAQ
Need more help?
Please write to us below or email our dedicated support team directly at [email protected]
Can I change my order after it has been placed?

Once orders are placed, they cannot be changed or modified. This is because of our prompt order processing procedure.

How do I know my order was confirmed?

Once we receive your order, you will receive an acknowledgement email regarding placement and delivery of your order, including an order tracking number. If you do not receive this email acknowledgement, please contact us.

The order acknowledgement email does not mean the order has been processed though.

Your order will be accepted once your credit card payment is authorized.

Can I return the chocolates?

We care about client satisfaction but given the nature of the product (it's perishable), we have a strict no return policy which means chocolates can’t be exchanged or returned.

How do promotional codes work?
If you have received a promotional code, you can click on “Have a promo code”. Fill in the code in the field then press “Add”.
Do I have to create an account?
For faster checkout, we recommend you create an account. 
You will be able to pick the address and adjust your preferences.
Who can I contact if I need assistance or have a question?
If you have any questions, comments, or concerns about your order, please feel free to contact our customer service team by phone on +1 416 659 9569 Monday to Friday from 9:00 am till 8pm or send us an email at [email protected]
What do I do if I have encountered a technical problem during my purchase?
Our technical support team is on hand to help. Please email: [email protected]

Do you offer same-day shipping?
We ship within Ontario and Quebec in 1 to 2 business days and in other provinces 3 to 4 business days.
When will I receive my order?
Shipping days are counted based on the day the package is shipped. So, if your order needs 3 days to be delivered, it is 3 days after the day package gets picked up by the carrier service from our facilities.

Orders placed Saturdays and Sundays will be shipped the next business day.

Standard Delivery: Within Ontario and Quebec: 1 to 2 days, other provinces 3 to 4 days

Expedited Delivery: Within Ontario and Quebec: 1 day, other provinces 1 to 2 days
How can I track my order?
You can track your order by using the order tracking number you received in your order shipping acknowledgement email. 
Log in and track your order through your account on the website.
Is there a chance my order will not be fulfilled or will not arrive on time?
At Patchi client-satisfaction means a lot to us and we strive to fulfil all orders on to always deliver as promised (in high seasons). In very rare instances though, the item might not be available or a Force Majeure which is out of our control occurs which delays the delivery (and hence we are not liable). If the item is not available, then you will be informed promptly so you can select another item if you so wish.
What are your delivery fees?
Orders CAD80 and above are free shipping across Canada for standard shipping. Orders below CAD80 a CAD15 will be charged within Ontario and Quebec and CAD20 in other provinces.

For expedited shipping order CAD80 and above, will charge CAD15 within Ontario and Quebec and CAD20 in other provinces. Orders below CAD80 will charge CAD25 within Ontario and Quebec and CAD 35 in other provinces

Will the chocolates arrive in excellent condition?
Quality means a lot to us at Patchi hence we transport all our orders using insulation paper and ice packed in hot weather condition.
When will my order ship?
While ordering your Patchi product, you can indicate the date by which you would like your order received. Just fill out the field "Receive-By-Date" on the Shipping form while you checkout your order. If for some reason we cannot guarantee delivery by the requested date, we will write you to let you know of the available options. We try to process orders as soon as we receive them. Larger orders might take 1-2 days to assemble, customize, or wrap based on the product. Once an order is packaged and shipped, we will send an email confirming shipment with the shipping tracking number. We ship packages Monday through Friday, except on USA national holidays. We use USPS, FedEx, or UPS for shipping carriers, based on destination and shipping method. Except Canadian national holiday. We use Fedex, UPS and Purolator for shipping carriers, based on destination and shipping method.
Where Are Packages Shipped From?
Packages are sent from our distribution center during our working days.
How We Ship Our Chocolates?
We use our local shipper provider services.

There are two factors that determine the shipping charges on orders. First, shipping charges increment as the weight of your order increases. Secondly, the shipping charge formula is scaled based upon the distance between our warehouse location and the destination address. We have set our rates to approximate the rates charged to us by our delivery service providers. We do not ship to PO Box addresses.

Orders CAD80 and above are free shipping across Canada for standard shipping. Orders below CAD80 a CAD15 will be charged within Ontario and Quebec and CAD20 in other provinces.

For expedited shipping order CAD80 and above, will charge CAD15 within Ontario and Quebec and CAD20 in other provinces. Orders below CAD80 will charge CAD25 within Ontario and Quebec and CAD 35 in other provinces.

Our packaging system combines a reusable, seamless, molded polystyrene cooler chest with a non-toxic refrigerant gel pack. Your chocolates are temperature controlled within the confines of the polystyrene, which itself is encased in an outer cardboard shipper. To further contain temperature escalation, we fill the remaining areas with void fill to minimize the amount of air circulating within the system. In the winter months, we may utilize a less robust system for the cooler states.

We look forward to shipping your next package of our gourmet and fine products. Meanwhile, if you need further assistance, do not hesitate to contact us

Which countries does Patchi delivery services cover?
Patchi currently ships anywhere in Lebanon, US, UK, Canada and KSA
We will start shipping to other countries in the near future, but this service is not available at the moment.

Can I place an order to be shipped outside of Canada?
Due to the perishability of our product, we do not ship outside Canada. To shop at one of our International locations, please find the "Change Region" drop down at the bottom right of this web page.
Is your online payment system safe and secure?
We assure you that our online payment system is safe and secure. We use Secure Socket Layer (SSL) technology. The information you provide is automatically encrypted and cannot be read while transmitted over the net.
Which payment methods are accepted?
Online payment can be made using Visa, MasterCard and American Express (AMEX). The payment will be debited from your credit card once the order is placed.
Do I have to fill in my credit card details every time I want to make a purchase?
You can register your credit card details for faster shopping. We will not have access to your credit cards details (except for the last four digits to help you to recognize which credit card is used).
You can always delete your credit card details.

How do I know that a payment has been confirmed?
Once your payment procedure is completed, you will receive a payment confirmation email. In the event a payment was rejected, then our team will contact you to help.

Is my information safe and private?
We do not share your account info with any party. Patchi believes in confidentiality.
What do you use my personal account details for?
They are kept in our customer database in order to offer you a better service next time you want to place an order. You can edit your details at any time in the ’My Account’ section, or request for them to be deleted entirely by contacting Customer Services: [email protected]