ZUCCHERO CANADA
Shipping Policy
Canada Cacao Company Inc. · Last updated June 15, 2026
At Zucchero Canada, shipping is simple and honest: you see your exact cost before you pay, with no markup. You pay the real carrier rate. We ship with FedEx, Canada Post, UPS, Canpar, and Purolator. Nothing in this policy limits or removes any rights you have under applicable consumer protection law.
Who does this apply to
This policy applies to all orders. Some sections differ for consumers (personal use) and business, professional, or wholesale customers (B2B). For machinery, freight, special orders, and all B2B purchases, our Sales Terms & Conditions also apply and govern where there is any conflict.
Free shipping — over $149 CAD
Free shipping applies to molds, pastry tools, and accessories on orders over $149 CAD (or items marked free-shipping eligible). It does not apply to ingredients (flour, chocolate, cocoa butter), machines, or bulk/oversized items — these always ship at the real carrier cost based on weight and destination. Free shipping applies to most locations in Canada and excludes Yukon, the Northwest Territories, Nunavut, and any destination a carrier treats as remote or that requires air or water freight. Items must be purchased online to qualify. If a product is listed at an incorrect price or weight, we may contact you with the correct shipping cost before we ship; you can approve it or cancel that item for a full refund.
How shipping is calculated
Enter your postal code in the cart to see your exact shipping cost — the same amount you pay at checkout. No surprises.
Order processing
Orders placed before 5:00 PM MST ship the next business day (Mon–Fri). Express orders placed before 1:00 PM MST ship the same day (excluding weekends and holidays). These are estimates. If we cannot ship within the stated time, we will notify you, and you may cancel the delayed item for a full refund before it ships.
Delivery times (from Calgary)
Courier: 2–7 business days. Oversized / freight: up to 10 business days. These are estimates only and are not guaranteed. Delivery is performed by independent couriers and freight companies; once an order leaves our facility, transit time and handling are in their control.
Delays and events outside our control
We do everything we reasonably can to pack your order well and ship it on time. However, we are not liable for delays or failures to deliver caused by events beyond our reasonable control, including carrier or freight company delays, customs or border holds, weather, strikes, or other force-majeure events. To the maximum extent permitted by law, we are not responsible for any indirect or consequential loss arising from a delayed or failed delivery — for example, lost production, lost sales, spoilage, or missed events. This does not limit your statutory rights as a consumer.
Pre-orders, backorders & special / made-to-order items
The expected ship window is shown on the product page or your order confirmation. Before a pre-order or backorder ships, you may cancel it for a full refund. Special-order and made-to-order equipment is placed with the manufacturer on your behalf and is governed by the cancellation terms in our Sales Terms & Conditions; this does not affect your rights if an item arrives defective or not as described.
Local pickup (Calgary) — free
Pick up your order free at our Calgary depot: Unit M-1023, 36 Bowridge Dr. NW, Calgary, AB T3B 2T9. We will email you within 1–2 business days when your order is ready, with a suggested pickup time. Please bring your order number, the card used for payment, and photo ID. Orders not collected within 14 days may be restocked and refunded, less a reasonable handling fee, where the item is eligible for restocking.
United States
Live rates at checkout, shipped DDP (Delivered Duty Paid). "DDP" means only that the duties and import taxes for your order are prepaid and included in the price you pay — there are no extra customs charges on delivery. DDP applies only to duties and taxes; it does not guarantee transit time and does not change how delays, loss, or damage are handled (see below). We act as the U.S. importer of record through our licensed U.S. customs broker, so you do not need a U.S. tax ID to receive your order.
Direct shipments from Europe to the U.S.
Some items ship directly from our European manufacturer to your U.S. address. These clear U.S. customs through our licensed U.S. customs broker, with Zucchero Canada as importer of record. For consumer orders, the landed cost shown at checkout is final. For business, machinery, and freight orders, duties and tariffs are estimated at the time of order and reconciled to actual at cost — we will invoice or refund any difference, and this is disclosed on your quotation.
International (other)
Live rates at checkout. The buyer is responsible for all duties, customs, brokerage, and taxes.
Risk of loss
For consumer (retail) orders, risk of loss passes to you on delivery. For business, wholesale, and freight orders, risk of loss passes on shipment, and transit claims are the buyer's responsibility as set out in our Sales Terms & Conditions. Shipping charges include reasonable protection of your order in transit; there is no separate protection option to purchase.
Inspecting and signing for your delivery
Please inspect your shipment before you sign for it.
- If there is visible damage or a box or pallet is missing, note it clearly on the carrier's delivery slip or bill of lading before signing, and keep your copy.
- Signing for a delivery without noting any damage confirms you received it in acceptable condition. If damage is not noted at delivery, we and the carrier may be unable to compensate for it.
Reporting damage, loss, or missing items
To allow a claim to be filed, please:
- Inspect on arrival and note any visible damage or shortage on the carrier's delivery slip or bill of lading before you sign; keep your copy.
- Report visible damage, shortage, or a shipment that did not arrive within 24 hours of delivery (or of the scheduled delivery date), with photos.
- Report concealed damage that could not be seen at delivery within 5 calendar days of delivery, with photos.
- For food and perishable orders, report any problem within 24 hours, given perishability.
- Keep the original packaging and the item exactly as received until the claim is resolved — please don't discard, use, or return anything until we ask you to.
Reports made after these windows, or items discarded or returned before we respond, may not be eligible for a claim. Minor cosmetic marks that don't affect function, and delays outside our control, are not covered.
Consumers: these steps help us resolve transit problems quickly; they don't limit your rights if an item is defective, not as described, or never arrives.
Business/freight customers: transit claims follow the steps above and the risk allocation in our Sales Terms & Conditions.
Food and ingredients
Food and ingredients (such as flour, cocoa, chocolate, and cocoa butter) are perishable and temperature-sensitive and ship only within Canada — they are not available for shipment to the United States or internationally. Because of their nature:
- Food and ingredients are not eligible for shipping insurance or protection and are non-returnable once delivered for food safety and hygiene reasons.
- Please be available to receive your order promptly and provide a correct, complete address. We are not responsible for spoilage or damage caused by delays in collection, refused delivery, an incorrect address, or storage conditions after delivery.
- If a food order arrives damaged or does not arrive, inspect it upon arrival and tell us within 24 hours with photos; we will replace or refund it for retail customers.
Refused, unclaimed, or wrong-address shipments
If a package is refused, goes unclaimed, or is returned because of an incorrect address you provided, the return and re-shipping costs apply, plus a restocking fee of up to 15%, applied at our discretion, where the item is eligible for restocking. This does not apply to items that are defective, not as described, or returned because of our error, and does not affect your statutory rights.
Québec
This policy is available in French. Cette politique est disponible en français.
Contact
sales@zuccherocanada.ca · +1 (587) 774-8873 · Toll Free +1 (877) 741-8251 · Mon–Fri 9–5 MST.
Zucchero Canada / Canada Cacao Company Inc. · 8508 Wentworth Dr. SW, Calgary, AB T3H 5V3 · GST/HST 746987700RT0001
