Our standard process is the Direct to Garment (DTG) method of printing. That means we can create photo quality prints, the amount of colors used doesn't affect pricing, and there aren't any order minimums. We use Kornit and Brother printers for all DTG printed garments. We also have all-over-printing and screen printing options.
First step; if you have a tracking number, have you checked it? Make sure you check tracking information out before contacting us, you may find your answer, as we have automated emails providing tracking notifications.
Let us know within 10 business days of the ship date if you haven’t received your package in the USA or Canada. If the package was going to an international destination, please contact us within 15 days from the ship date, so we can best advise you based on the destination.
Investigating a lost package can take 5-10 business days.
Tracking indicates my order was delivered, but it hasn’t been received.
Please verify that the address entered for the order is correct, and contact your local postal service as they may have additional delivery information available. The item may have been left for pick up at the post office.
Once the order has been transferred over to the shipping service it is their responsibility. Chocolate Ancestor is not responsible for packages not received, that are marked as delivered at the address entered on the order.
I received my tracking number, but when I check it, there are no updates. Why?
Please allow 24-48 hours for tracking to update after you receive your shipping notification. If you see no movement after that, please contact us at firstname.lastname@example.org with your order number and we'll look into it for you!
The wrong address was entered for my order. What do I do?
If your order hasn’t shipped, no problem! Please send the correct address and order number to email@example.com and we’ll update the order for you!
If the wrong address was entered and the order has already shipped, we can’t change the address or redirect the package. Undeliverable orders will be returned to us. You will be notified when we have received the order back. You must then confirm the correct shipping address and the re-shipping fee will be applied at your expense. Once the re-shipping fee has been paid, we’ll resend the order and you’ll receive a new tracking number, if applicable.
Do you offer shipping with tracking?
Yes, all of Chocolate Ancestor's shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.
Are the packaging materials recyclable?
The poly bags used in our packaging are recyclable, low-density polyethylene, FDA and USDA compliant.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org, then we'll gladly send a replacement at no cost to you.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check that you got in touch with your local post office to try locating the lost order.
Keep in mind that if the tracking information states that an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.