Frequently Asked Questions
If you wish to pick up your order in the store, please choose Store Pickup as an option during checkout. You will be asked to select a date when you wish to pick up the product. The Date picker only allows to choose a day 7 days in advance (Or more during Holidays) and during store open days/hours only. If you wish to pick up outside of those hours, please email us and we will try to accommodate pending production schedule.
Shipping and Courier Delivery
We provide a Fast Local Courier Delivery by Trexity on Tuesday-Sunday. Please select the date when you wish to receive the order and we will send it on that day. Ensure someone is available to accept the order.
If Local Courier Delivery is not available, to ensure that our products arrive in their best quality, the orders are sent by overnight couriers. The option given will be the least expensive option available to you.
We may require 1-2 business days to prepare your order (in addition to the shipping times). You will be provided with a tracking number (according to your chosen shipping method), so you can track your order once it ships. All Purolator and UPS shipping options are sent out usually Monday-Wednesday REGARDLESS of the date selected. Orders placed on Wednesday after 5pm, Friday, Saturday, Sunday or Holidays will be mailed out on the next available business day.
Please track your orders. Once the shipment has been prepared you will receive a tracking number (email or local phone number) to a courier. We are not responsible for packages that have been marked as delivered and go missing or stolen. Always provide a safe (and preferably not in a sun) spot for the courier to leave your package.
How Do I Store My Chocolate?
Our bonbons contain fresh ingredients, and they should be enjoyed within 2 weeks of purchase if kept at dry and cool room temperature (preferably 18-20°C). Wine cooler is a great option. They can last up to a month if stored in a fridge in an airtight container or securely wrapped, to avoid condensation.
To fully enjoy the bonbons, consume them once they acclimatize to room temperature.
Improper handling when stored in a household refrigerator can affect the shine, finish, and quality of your chocolate.
Please, do not store your chocolate bars in a fridge to avoid humidity.
Do You Give Refund or Returns?
At ONYX Chocolates, we strive to ensure that all our chocolates leave in perfect condition. However, due to the perishable nature of our products, we are unable to accept returns or accommodate exchanges. ONYX Chocolates is not responsible for products that are damaged or melted.
We cannot be held responsible for products spoiled by weather related delays, carrier's mechanical failure, other acts beyond our control, or incorrect or incomplete addresses provided by the purchaser on the original web order.
Failure to pick up your order (if store pick up was specified) does not warrant a return/refund.