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 firstname.lastname@example.org and we'll do our best to respond in a timely manner.
Our Factory + Where to find our chocolate
Do you sell chocolate out of your factory?
Our retail space is currently closed to the public, however, if you are nearby we’d be happy to coordinate a curbside pickup for you! Please email us at email@example.com to place your order.
What are your factory business hours?
We can coordinate curbside pickup orders Monday through Friday between the hours of 9am and 5pm. Please email us at firstname.lastname@example.org to place your order.
I don't live in New York. Where can I buy Raaka?
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!
How do I schedule a tour or a class?
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 email@example.com.
Health + Nutrition
I have an allergy. Is Raaka safe for me to eat?
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, Lemon Coconut Cream, Pure Cacao & Strawberry & Coconut, and Oat Milk 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 in our facility.
You bet. All our bars are vegan. Some dark chocolates still contain milk powder, but ours do not. Instead, we make a couple "milk style" bars with oats and coconut.
Is your chocolate Kosher certified?
What other certifications do you have?
Our chocolates are USDA Organic certified, Non-GMO certified, and our facility is third party verified for food safety and quality by SQF.
Orders & Chocolate Subscriptions
Which payment methods do you accept?
We accept all major credit cards, PayPal, and Amazon Pay.
How long will it take for my chocolate to arrive if I order online?
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.
How do I adjust or cancel my order?
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?
We do not include any price information when we ship out orders. If you’d like to include a gift note for $1.95 please select this option during the checkout process.
How do I make changes to my First Nibs chocolate subscription?
Send an e-mail to firstname.lastname@example.org and we’ll be happy to help you update your address, change your credit card, skip a month, cancel your subscription, and just about everything in between.*
*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.
My order was lost or damaged during delivery, what do I do?
We take great care in making sure your package arrives to you in perfect condition. However, if you are dissatisfied with what you have received, please visit our Refund and Return Policy page for more information on how to move forward with your concern. We want you to be happy and we will thoughtfully address any issue you are experiencing!
There is an issue with my order. What do I do?
If there is an issue with your order, please reach out to us at email@example.com. We are happy to assist!
I'd like to place a really big order, who do I contact?
We’d be happy to help you plan a bulk chocolate order. Please reach out to firstname.lastname@example.org and include: date chocolate is needed, quantity, any other event details.
How do I store my chocolate?
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?
You will find an "enjoy by" date on the back label of each of our bars. The date listed for our Coconut Milk, Lemon Coconut Cream, Pure Cacao & Strawberry & Coconut, and Oat Milk bars will be 9 months from the date bars were made and 12 months for all of our other flavors.
Collaborations + Donations
Who do I contact with a collaboration or donation request?
Thanks for thinking of us! You can reach out to us at email@example.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).
Join Our Team!
I'm interested in working at Raaka! How should I move forward?
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 firstname.lastname@example.org. 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?
I'm interested in corporate gifting, who do I reach out to?
Please reach out to email@example.com for corporate order inquiries.
Who can I contact if I have more questions?
Email firstname.lastname@example.org and we’d be happy to help answer any additional questions!