Keith's Cacao Returns & Refunds Policy

At Keith's Cacao, we are committed to providing the highest quality ceremonial-grade cacao. Due to the perishable nature of our products and in line with food safety regulations, all food items—including cacao bars and beans—are non-returnable and non-refundable once shipped.


This protects the purity and integrity of our cacao. Once a product leaves our facility, we can no longer ensure it has not been tampered with and therefore cannot reintroduce it into inventory—even if unopened.


Additional Non-Returnable Items
  • Gift cards
  • Recorded or live events

We appreciate your understanding as we uphold high standards for health, safety, and product excellence.


Order Fulfillment & Tracking


  • Orders are sent immediately to our warehouse, and fulfillment begins right away. Orders cannot be modified or cancelled once placed.
  • Allow one full business day for warehouse processing. Shipping speed is determined at checkout.
  • When your order ships, you'll receive a tracking email. Please monitor it for any issues or delays.


Upon Delivery: Damaged, Defective, or Missing Items


Please check your order as soon as it arrives. If any items are damaged, defective, or missing, notify us within 48 hours of delivery. Please include photos of the product and packaging so we can assess the issue and work with you to resolve it, which may involve a replacement or store credit.


For all issues, contact us at info@keithscacao.com.


Shipping Protection with ShipInsure


We strongly recommend adding ShipInsure Package Protection at checkout. It covers lost, stolen, or damaged shipments and streamlines the resolution process for both you and us.

  • If you purchased ShipInsure, you will receive a confirmation email with instructions and a unique ShipInsure ID.
  • Claims must be filed within 14 days of the package’s delivery date (per tracking).
  • ShipInsure Support reviews claims within 24 hours.

How do I file a claim with ShipInsure?

  1. Visit ShipInsure's website and navigate to File a Claim. 
  2. Provide your email and order number. 
  3. Select the relevant items, issue, and resolution (Reship or Refund).
  4. Describe what happened in the form. The ShipInsure team will review your claim and respond within 24 hours. 

How does ShipInsure resolve claims?

  • Refund: Typically processed within 2 business days (back to your original payment method).
  • Reship: ShipInsure will process a reorder for you, and you'll receive a confirmation email once the order is placed. 

How long do I have to file a claim?

  • All claims must be filed within 14 days of the package's delivery date (per tracking). 

Note: If you did not purchase ShipInsure, please contact us directly. If you did purchase it, you may still reach out to us—we're happy to assist you in filing claims.


Need Assistance?


Our Support Team is here to help: info@keithscacao.com

Thank you for choosing Keith's Cacao as part of your wellness journey.