Orders and Returns

LOCAL DELIVERY

*NEW* - We are so excited to announce the launch of our very own Local Delivery Service! Launching at the beginning of November, you can now have your treats brought directly to you if you live within the lower mainland. 

Local Delivery will appear as an option at checkout for orders over $35 (before taxes). We are currently offering an introductory rate of $5/delivery address and FREE for orders over $75! 

We are delivering to postal codes across the city of Vancouver from Wednesday to Saturday and areas surrounding Vancouver every Sunday, on a rotating schedule. 
The available delivery day will appear on the calendar when you input your postal code. 

Orders for local delivery can be placed up until 11:59p the day before, for delivery between 10am - 6pm the following day (exceptions for addresses outside of delivery zone falling on the following day). You can order up to 7 days in advance; we are unable to offer same day delivery at this time. 

You'll receive a confirmation email upon placing your order, which will include the details on what to expect for your delivery.  

Please ensure that you have listed your cell phone number when placing your order as delivery updates will be texted to you on the morning of your delivery day. The driver will call at arrival and wait downstairs / outside for the recipient. For safety reasons, they will not be entering the building.

If you are placing a delivery order as a gift, please ensure that you have provided us with the recipients cellphone number under the shipping details in the order. 

We will do our very best to communicate and get in touch with you about your order but if we are unable to get a hold of you and make your delivery, your order will return back to our facility. 

Missed orders for chocolates can be held at our facility for pickup at a later date. If you have paid for delivery for a chocolate order and missed the delivery, we will be unable to issue a refund for the delivery. If we do not hear back from you within 7 days of a missed delivery, your items will be deemed forfeit and ineligible for a full refund.

Due to the perishable nature of products like cream puff, missed deliveries will be ineligible for a refund and a new order will need to be placed for a redelivery. 

If your order is being delivered as a gift, please ensure the recipient will be home for delivery. We recommend confirming with the recipient, prior to placing the order.

To redeliver a missed delivery on the same day, please get in touch with our team as soon as possible to arrange this. Additional delivery charge will apply for all redeliveries. 

* same day redeliveries are subject to availability and are not guaranteed 

** SUMMER DELIVERY - please note, due to the warm weather we re unable to safe-drop packages. Deliveries are made using a refrigerated delivery truck. 
Chocolates are at higher risk of melting and products such as cream puffs are made with fresh dairy and must be kept refrigerated. If our delivery driver is unable to get a hold of you to make the delivery, the package will be brought back to our facility for pick up. 

ICE CREAM SUNDAE PRE ORDERS

*NEW* - ICE CREAM SOCIALS are BACK by popular demand!

To give everyone a chance at grabbing a sundae, a limited quantity will be available to pre order each weekend!

Pre ordering a sundae will reserve a sundae for you but it doesn't mean that you'll get to skip ahead of the line because each sundae is specially made to order for you when you arrive.

Our system will prompt you to select a pick up time at checkout (there is no way for us to omit this feature for sundae only orders), but sundaes will be available for pick up between 1p and 4:30p before last call.

Last call for ice cream sundaes is at 4:30p.

Whether you’ve pre ordered just a sundae or a sundae along with a few other treats, you will need to check-in at the pre order pick up counter and our team will begin to assemble your sundae for you.

Sundae pre orders must be picked up on the set date and cannot be rescheduled.
A unique sundae is featured every Saturday so each flavour will only be available for 1 day!

Unclaimed sundae pre orders left at the end of the day will be considered forfeit and ineligible for refunds.

PREORDER PICKUP 

We've spent many months building our web store so that your experience online is no different from shopping in person at the cafe. This means that you can shop from the comfort of your couch, place your order online and we'll have your order packed and ready when you arrive!

Preorders can be placed as late as 11:59p the day before, for pickup the following day. Your order can be picked up Wednesday through Sunday between 1-5p through our preorder pickup counter. During the checkout process, you'll be prompted to select a date and time for pickup and we'll have your order ready then. Orders can be placed up to 2 weeks in advance of the pickup date!

If you're looking to place a high volume order and are unable to proceed through checkout, please reach out to our team info (at) beta5chocolates (dot) com to help facilitate your order. 

The preorder pickup counter is separate from our cafe and located just two doors to the right of the cafe. Please, have your 5 digit order number handy when you arrive for a quick and easy pickup!

Please keep in mind, that due to the perishable nature of our cream puffs, we are unable to accommodate same day cancellations/reschedules as the puffs are made fresh to order each day. Orders that are unclaimed at the end of the day will be deemed forfeit and ineligible for refund. 

SAME DAY ORDERS

Beginning Wednesday April 21, 2021, we're excited to now offer you the flexibility of placing same-day cream puff orders! On the morning of April 21, you will notice 2 different options when ordering your cream puffs - one titled 'Pickup Today', and the second 'Order in Advance'.

At 5am each morning (Wednesday to Sunday), we will make a limited quantity of cream puffs available for order. The cut-off for same day orders will be 11am. If you have chosen the option for 'Pickup Today', you will be able to select a time when it's convenient to collect your order (between 11.30am - 4.30pm). While we will do our best to have your order ready on time, please understand that if we get busy there might be a brief delay. 

As the cream puffs are made fresh each morning, and supplies are limited, we apologize that we are unable to offer substitutions or cancellations for Same Day Orders - please confirm the selections in your cart before completing your order.

With the exception of our cream puffs, all other items will be available for same day ordering, beginning at 12am, with the same cut-off time of 11am.

MISSED DELIVERIES OR PREORDER PICKUPS

We do our best to ensure that you receive your order on the requested pickup or delivery date. Our team will make every concession to get in touch, to get your order to you. If you are unable to receive your order, please get in touch with our team as soon as possible (info@beta5chocolates.com) for assistance. 

We are able to hold orders that contain only chocolates (or products with longer shelf life), for up to two weeks from the originally schedule pickup or delivery date. After two weeks the order will be considered abandoned and ineligible for refund. 

Due to the perishable nature of fresh made products such as cream puffs and pastries, orders containing these products must be received on the requested date or the order will be considered forfeit and ineligible for refund. 

If you have missed your delivery and would like it resent on the same day, please get in touch with our team as soon as possible (info@beta5chocolates.com). Redeliveries are subject to availability and will incur additional delivery fees. 

SHIPPING VIA POSTAL SERVICE

* all shipping services are currently suspended until further notice * 

Our goal is to ensure that packages leaving our facility arrive at their destination in peak condition. Therefore, we are only shipping packages out on Thursday's to help minimize the time our product spends in postal facilities, where temperatures can fluctuate and impact the product.
Orders placed up until 9am on Thursday will be processed and shipped out on the same day. Orders placed after 9am on Thursday's will be shipped out the following week. 

Due to the continued delays we are seeing in the postal system, we are only offering to ship our Polygon Bars which carry the longest shelf life of all of our products. We will assess the situation as things change and offer to ship more of our products as we see the delays minimizing the situation improving. 

Thank you for your patience and understanding. 

PO BOXES

Please note that we are unable to ship to PO boxes. 

USING YOUR OWN POSTAL SERVICE

We are currently shipping all packages using UPS and Canada Post. However, if you have access to an alternative postal carrier and would like to use them instead, you are welcome to do so. 
Please, reach out to our team to help coordinate your order via email info@beta5chocolates.com and note that special request such as this require a lead time of 1 week from the Thursday you wish to have your order sent out. 

LATE SHIPMENTS

Once a package leaves our facility, and is in transit with the chosen carrier, the carrier is responsible for any package delays. 
For up to date information on postal delays with Canada Post, please refer here. For up to date information on postal delays with UPS, please refer here. 

INTERNATIONAL ORDERS

We are not currently shipping outside of Canada. 

WHEN WILL MY ORDER ARRIVE?

Please consult your emails for tracking information. We are currently shipping all packages using UPS and Canada Post, and you can check the status of your package by entering your UPS tracking number here or Canada Post tracking number here.

*please keep in mind that postal services are still experiencing delays and your package may be affected by these delays*

REFUNDS AND RETURNS

Our goal at BETA5 is to completely satisfy all of our customers. We take great pride in our work and guarantee that all products leave our facility in peak condition. Due to the perishable nature of our products, we are unable to offer returns or exchanges for items that are not damaged or defective. Should you happen to receive damaged or defective product, please contact us immediately (within 24 hours of receiving your order), to ensure we can appropriately address the situation.
Please, provide a photo reference if you are able to do so. 

Gift cards are a final sale item and cannot be returned for a refund. 

We are not responsible for the following: delays caused by weather, mechanical failure or other acts beyond our control, incorrect or incomplete addresses input by the purchaser on the original web order.

 

updated: June 13th 2021