Frequently Asked Questions

Welcome to our FAQ page! Here we address the most regular inquiries we receive. If we haven't addressed your inquiry, or you have another concern, please reach out to us at info@raakachocolate.com and we'll do our best to respond in a timely manner.

How long will it take for my chocolate to arrive if I order online? Group 11 Group 11

We typically process orders within 3-5 business days. Sometimes we receive a much larger volume of orders than we anticipate and orders may take a week to process. We appreciate your patience and we do our best to keep you informed!

Once we’ve shipped your chocolate, you’ll receive an email with tracking information. Your order should arrive within 3 business days.* We ship everything from our bean-to-bar chocolate factory in Brooklyn, NY. Depending on the destination, we ship via USPS, FedEx, and UPS.

*transit times may be affected due to COVID19 delivery carrier delays*

Please allow 7-10 days from the date of your order for your chocolate to arrive.

What’s your return policy? Group 11 Group 11

If your chocolate arrived melted or damaged, please send us a photo of the chocolate requesting a refund or a replacement shipment.

 

If you have an issue with chocolate purchased from an independent retailer, please contact the retailer directly regarding their refund policy

If I’m not satisfied, should I ship the product back to Raaka? Group 11 Group 11

If you’ve experienced any issues with your order, please reach out to us at info@raakachocolate.com within 30 days of purchase and we’ll be happy to resolve the issue.

 

Due to the nature of our for-consumption product, we do not accept returns on chocolate.

What if there’s an issue with my order? Group 11 Group 11

If you’ve experienced any issues with your order, please reach out to us at info@raakachocolate.com within 30 days of purchase and we’ll be happy to resolve the issue.

Due to the nature of our for-consumption product, we do not accept returns on chocolate.

Which payment methods do you accept? Group 11 Group 11

We accept all major credit cards, PayPal, and Amazon Pay.

How do I adjust or cancel my order? Group 11 Group 11

If you need to make any changes to your order please reply to your order confirmation email as soon as possible. We will do our best to make requested order changes while the order is still processing in our factory. Once it ships out, we can no longer adjust order items or re-route shipments. Please double check your shipping address before placing your order. Once shipped, we are not responsible for lost packages due to an incorrect original address. If your order has been returned to our factory due to an incorrect original address, we will gladly reship your order to the correct address for the cost of shipping.

Is there a gift receipt option? Group 11 Group 11

We do not include any price information when we ship out orders. If you’d like to include a gift message please select this option during the checkout process.

How do I make changes to my First Nibs chocolate subscription? Group 11 Group 11

You can manage your subscription address, skip a month, or cancel your subscription by logging into your Raaka account. Still having trouble? Send an e-mail to info@raakachocolate.com and we’ll be happy to help! *Please note any requests made before the 15th of the month will apply to the current month’s shipment unless otherwise requested. All requests made on the 15th until the end of the month will apply to the following month’s shipment.

I'd like to place a really big order, who do I contact? Group 11 Group 11

We’d be happy to help you plan a bulk chocolate order. Please reach out to orders@raakachocolate.com and include: the quantity you need and the date you need it by.

Factory, Allergy & Certifications

I have an allergy. Is Raaka safe for me to eat? Group 11 Group 11

Our products are gluten-free, dairy-free, and soy-free. We process coconut in our factory, which the FDA considers a tree nut. Our products are nut-free with the exception of our Coconut Milk, Waffle Cones, Pure Cacao & Strawberry & Coconut, Swirl Bars,Oat Milk bars and certain Limited Batch bars, all of which contain coconut. We have FSMA allergen compliance verification or nut-free statements from all of our key ingredient suppliers.

We have a protein testing regimen that verifies that there is no cross-contamination of coconut with our non-coconut products. We do not process any other tree nuts or peanuts in our facility.

Do you sell chocolate out of your factory? Group 11 Group 11

Our shop is currently closed to the public, however, if you are nearby we’d be happy to coordinate a curbside pickup for you! 24-hour notice required. Please email us at info@raakachocolate.com to place your order.

How do I schedule a tour or a class? Group 11 Group 11

Our class and tour programs are currently on pause during the Covid-19 Pandemic. If you’d like to be notified when classes and tours resume please reach out to bookings@raakachocolate.com.

I don't live in New York. Where can I buy Raaka? Group 11 Group 11

We're carried in hundreds of locations across the US. Use our store locator to find your nearest retailer. Many of the stores we sell to are small, independent retailers, so we recommend calling ahead to make sure your specific flavor is in stock!

What are your factory business hours? Group 11 Group 11

Our shop is currently closed to the public. We can coordinate curbside pickup orders Monday through Friday between the hours of 9am and 5pm. 24-hour notice required. Please email us at info@raakachocolate.com to place your order.

Is your chocolate vegan? Group 11 Group 11

You bet. All our bars are 100% vegan. Some dark chocolates still contain milk powder, but ours do not. Instead, we make a couple vegan "milk style" bars with oats and coconut.

Is your chocolate Kosher certified? Group 11 Group 11

Our chocolates are certified Kosher by Natural Food Certifiers.

What other certifications do you have? Group 11 Group 11

Our chocolates are USDA Organic certified, Non-GMO certified, and our facility is third party verified for food safety and quality by SQF.

How do I store my chocolate? Group 11 Group 11

We recommend storing your chocolate in an air-tight container in a cool and dry place. Usually, under those conditions, our chocolate can last longer than our suggested dates* since they are all vegan and aren't made with many ingredients that would cause them to spoil. If you do keep them for longer we would suggest visually inspecting each bar before eating. If the bars look dull and/or have a whitish coating on them it means that they have come out of temper, due to age and temperature/humidity variations. Chocolate that has come out of temper is safe to eat, it will just not be as enjoyable since the texture changes a bit (grainy/crumbly).

*This does not apply to our products that contain coconut. These bars have a shorter shelf life.

How long does my chocolate last? Group 11 Group 11

You will find an "enjoy by" date on the back label of each of our bars. The date listed for our Coconut Milk, Waffle Cone, Pure Cacao & Strawberry & Coconut, and Oat Milk bars will be 9 months from the date bars were made and 16 months for all of our other flavors.

Collaborations, Careers, & Other

Who do I contact with a collaboration or donation request? Group 11 Group 11

Thanks for thinking of us! You can reach out to us at info@raakachocolate.com with the details of your request. Please note that we receive quite a few requests and try our best to accommodate when we are able (We love to collaborate).

I'm interested in working at Raaka! How should I move forward? Group 11 Group 11

If you love chocolate as much as we do and think you’ll make a great addition to our team, please send your resume and a brief cover letter to hiring@raakachocolate.com. Don’t forget to let us know what position/area you are interested in and why you’d be a great fit!

I'm interested in opening a wholesale account, what do I do? Group 11 Group 11

Check out our wholesale page to apply for an account or email orders@raakachocolate.com for more information.

I'm interested in corporate gifting, who do I reach out to? Group 11 Group 11

Check out our corporate orders page and reach out to orders@raakachocolate.com for more info

Who can I contact if I have more questions? Group 11 Group 11

Email info@raakachocolate.com and we’d be happy to help answer any additional questions!