Refund Policy
For all inquiries:
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Notify us within 48 hours of delivery or purchase.
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Give a brief explanation of your concerns, accompanied by clear photos of the packaging and chocolates in question.
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It is best not to discard the packaging, as we may request you return them to us for quality assurance inspection.
Merchandise
Merchandise, apparel and any non-food purchases from OpenSesameBox.com can be returned or exchanged within 14 days of purchase with the original receipt. Please contact Support@OpenSesameBox.com if you have specific concerns or requests.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
OpenSesameBox.com Orders
Cancellations or Changes
If for any reason you need to cancel an existing order, please note this is only possible if the order has not already been shipped. If the carrier has already picked up the order, cancellations are not available. In addition, we are unable to make any changes to the shipping method or address once the order leaves our facilities.
Shipments
We are not responsible for lost or stolen orders nor carrier delivery delays. Please make sure to monitor your tracking number and email notifications accordingly. If your package is lost in transit, you will need to file a claim with the carrier.
Address accuracy
Each purchaser is responsible for ensuring the correct address is used when placing an order. Each order will include an email confirmation with shipping information. If the address on your order confirmation is incorrect, please notify us immediately via email at Support@OpenSesameBox.com. If the address is incorrect and the order has not yet shipped, we may be able to change it, but this is not a guarantee. If the order has shipped and you notice the shipping address is incorrect, we are unfortunately not able to make any changes and are unable to issue a refund. In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we will not be able to issue a refund.
Damaged Chocolate (broken, melted, bloomed, other)
If your chocolate was damaged in transit (ex: broken, melted, bloomed), please email us at Support@OpenSesameBox.com so we can respond to your concern. Please note during warm weather we can not guarantee your chocolates won't melt. We do not offer replacements or refunds for melted products.
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Notify us within 48 hours of delivery confirmation via the tracking history that the carrier provides.
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Give a brief explanation of your concerns, accompanied by clear images of the packaging of your order and of the chocolates in question.
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Do not discard packaging material and your chocolates as we may need for you to return them, for quality assurance purposes.
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If you discard the damaged chocolates and packaging, we will not be able to submit a claim through the carrier for you and support you in getting your issue resolved in a timely manner.
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How can I cancel my order?
Email Support@OpenSesameBox.com with cancellation request and subject it with your order number. We will do our best to process the cancellation and issue you a full refund ASAP.
NOTE: We cannot cancel your order if it has already been shipped out.
When will my order be shipped?
Orders are normally picked, packed and shipped out 1-3 days (excluding weekends), at which point, you will be provided with a tracking number via email/SMS.
It may take longer when we are experiencing extremely high levels of traffic OR if there is a problem with your order.
During the summer, we may hold your order over the weekend if it contains chocolate and if we believe it won't be delivered before the weekend begins. We want to avoid your chocolate sitting in a warm postal facility all weekend as there isn't much we can do to keep it cold for such an extended period of time. If we decide to hold your order containing chocolate over the weekend, we will keep it in our cold room and ship it out on Monday instead.
If there is ever a problem with your order, our support team will email you with more information. Please be sure to check your inbox and spam folders for any contact attempts if your order hasn't shipped within 3 business days.
Where's my order?
We do our absolute best to get your order out to you ASAP.
Please take chocolate shipping delays as well as holiday and weekend closures into consideration. If you haven't received your tracking number within 3 business days, please check your email inbox and spam/junk box for a contact attempt from our support team regarding your order.
If you have not received any communication and believe your order is delayed, feel free to contact us at
with your order number in the subject line for an update.
What is your chocolate shipping procedure?
We store all of our chocolate in a cold room and all chocolate orders are packed inside this room, hours before pickup. These orders are only pulled out of the cold room when our pickup driver arrives. This ensures that they leave our warehouse in ideal conditions with the best chance of making it to you in one solid piece.
Also, during the summer, we may hold your order over the weekend if it contains chocolate and if tracking shows that it won't be delivered before the weekend begins. We want to avoid your chocolate sitting in a warm postal facility all weekend as there isn't much we can do to keep it cold for such an extended period of time. If we decide to hold your order containing chocolate over the weekend, we will keep it in our cold room and ship it out on Monday instead.
It is important for you to take delivery of your package as soon as it arrives. If the package is left out on your porch or in your mailbox during a hot, summer day, no amount of preparation on our end will save it from melting. Please check your tracking for delivery ETA to avoid this.
If you ever have any issues with melted chocolate, please just snap a picture and send it over to Support@OpenSesameBox.com with your order number. We won't leave you hanging!