Shipping & Delivery Policy

Last updated: September 24, 2026

Hao Cacao aims to ensure that customers receive their orders safely and in good condition.

This Shipping & Delivery Policy explains how shipping generally works for Hao Cacao products purchased through third-party marketplaces and other authorized sales channels.

1. Where Orders Are Placed

Hao Cacao products may be available through:

• Shopee
• Lazada
• TikTok Shop
• Other authorized marketplaces or sales channels

At present, purchases linked from haocacaoph.com may be completed through these external platforms.

When an order is placed through a marketplace, that platform’s checkout, payment, shipping, and delivery procedures also apply.

2. Delivery Areas

Available delivery locations depend on the marketplace, courier, seller settings, and delivery services available for the customer’s address.

Customers should enter their complete delivery address during checkout and confirm that the selected marketplace accepts delivery to their location before completing the order.

3. Shipping Fees

Shipping charges may vary depending on:

• Delivery location
• Courier
• Parcel size or weight
• Marketplace promotions
• Shipping vouchers
• Order value
• Special campaigns

The final shipping fee, if any, will generally be shown by the marketplace during checkout before the customer completes payment.

Hao Cacao does not guarantee that marketplace shipping promotions or vouchers will always be available.

4. Order Processing

Orders are prepared after successful placement and confirmation through the applicable sales channel.

Processing times may vary depending on:

• Product availability
• Order volume
• Weekends or holidays
• Marketplace requirements
• Special campaigns or promotional periods

Customers should refer to the estimated preparation and delivery information shown on the marketplace for their specific order.

5. Estimated Delivery Time

Delivery times depend on the destination, courier, marketplace, and other logistical factors.

Estimated delivery dates shown by Shopee, Lazada, TikTok Shop, or another marketplace are estimates and may change.

Possible causes of delay include:

• High order volume
• Courier delays
• Weather conditions
• Natural disasters
• Holidays
• Remote delivery locations
• Incorrect or incomplete delivery information
• Marketplace or logistics-system disruptions
• Other circumstances outside Hao Cacao’s reasonable control

6. Order Tracking

For orders placed through a marketplace, customers should use the tracking information provided inside their marketplace account.

Tracking information may include:

• Courier name
• Tracking number
• Shipment status
• Estimated delivery date
• Delivery attempts

Hao Cacao may assist with order concerns, but the most current tracking information will usually be available through the marketplace or courier handling the shipment.

7. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Please check the following before confirming an order:

• Recipient name
• Mobile number
• House or building number
• Street
• Barangay
• City or municipality
• Province
• Postal code
• Delivery instructions, where applicable

Hao Cacao cannot guarantee successful delivery when incorrect or incomplete information is provided.

If an address needs to be changed after an order has been placed, customers should use the options available through the marketplace or contact the marketplace as soon as possible.

8. Delivery Attempts

Courier procedures for delivery attempts vary depending on the marketplace and logistics provider.

Customers should ensure that:

• Someone is available to receive the parcel where necessary
• The registered phone number is active
• Delivery calls or messages are monitored
• Cash-on-delivery payment is prepared where applicable

Failure to receive an order after the courier’s permitted delivery attempts may result in the parcel being returned to the seller.

9. Unclaimed or Refused Parcels

Orders that are repeatedly missed, refused without valid reason, or left unclaimed may be returned according to the marketplace or courier’s procedures.

Refund eligibility, additional shipping charges, or restrictions resulting from an unclaimed order will depend on:

• Marketplace rules
• Payment method
• Courier policy
• Reason for failed delivery
• Applicable consumer rights

10. Damaged Parcels

If a parcel arrives visibly damaged, customers should document its condition as soon as possible.

We recommend taking clear photographs or video showing:

• The unopened parcel
• Shipping label
• External damage
• Internal packaging
• Product condition

For orders placed through Shopee, Lazada, TikTok Shop, or another marketplace, customers should use that platform’s official return/refund or dispute process when appropriate.

Please keep the product and original packaging while the concern is being reviewed.

See our Returns & Refunds Policy for more information.

11. Missing or Incorrect Items

If an item is missing or you receive the wrong product, please contact Hao Cacao and/or report the issue through the marketplace where the order was placed.

Where possible, provide:

• Order number
• Photos of the parcel
• Shipping label
• Products received
• Description of the missing or incorrect item

This information helps us review the concern more efficiently.

12. Chocolate and Temperature During Delivery

Chocolate and cacao products can be sensitive to heat and changes in temperature.

During transportation, particularly in warm weather, chocolate may soften or develop changes in appearance or texture.

Customers are encouraged to receive parcels promptly and store products according to the instructions shown on the product packaging.

A light-colored coating known as chocolate bloom can sometimes develop due to temperature changes. Bloom does not necessarily indicate that the chocolate is unsafe, although it can affect appearance and texture.

If a product arrives in a condition that appears genuinely damaged, spoiled, contaminated, or otherwise unsuitable, please contact us and provide photographs so the issue can be reviewed.

13. Marketplace Shipping Promotions

Marketplaces may occasionally provide:

• Free-shipping vouchers
• Shipping discounts
• Campaign vouchers
• Seller-funded shipping promotions
• Platform-funded shipping promotions

These promotions are controlled by the marketplace and may have eligibility requirements, minimum order values, expiration dates, or geographical restrictions.

Availability of a promotion at one time does not guarantee that the same promotion will be available for future orders.

14. Delayed Deliveries

If an order is significantly delayed, customers should first check its status through the relevant marketplace.

Where necessary, customers may also contact:

• The marketplace customer-support service
• The assigned courier
• Hao Cacao

We will reasonably assist where we have access to information relating to the order.

However, Hao Cacao cannot directly control courier transportation networks or third-party marketplace systems.

15. Lost Parcels

If a shipment appears to have been lost, customers should report the issue through the marketplace or courier handling the shipment.

Any refund, replacement, investigation, or compensation will be handled according to:

• Applicable marketplace procedures
• Courier procedures
• Relevant consumer protections
• Circumstances of the specific order

16. International Delivery

Unless specifically indicated on the applicable marketplace or sales channel, availability of international shipping should not be assumed.

Customers outside the Philippines should confirm shipping availability, charges, customs requirements, taxes, and import restrictions directly through the platform where they intend to place the order.

17. Marketplace Policies

Orders placed through a third-party marketplace are also governed by that marketplace’s shipping, delivery, cancellation, and dispute procedures.

Where a marketplace provides a specific procedure for an order or delivery concern, customers should use that procedure.

Nothing in this policy is intended to reduce rights available to customers under applicable Philippine consumer law.

18. Changes to This Policy

Hao Cacao may update this Shipping & Delivery Policy to reflect changes in:

• Marketplace arrangements
• Courier services
• Shipping practices
• Website functionality
• Business operations
• Applicable requirements

The updated version will be published on this page with a revised Last Updated date.

19. Contact Hao Cacao

If you have questions or concerns about the delivery of a Hao Cacao product, please contact us:

Hao Cacao
Davao, Philippines

Email: haocacao2020@gmail.com
Mobile: +63 955 1029 042
Website: haocacaoph.com

For marketplace orders, please include your order number when contacting us so we can better understand the concern.