Shipping Info & Policies

HERE’S A QUICK GUIDE TO HELP YOU UNDERSTAND OUR SHIPPING PRACTICES AND POLICIES.

GENERAL SHIPPING INFO

We currently ship on Tuesdays and Fridays any orders placed by 10am Pacific that day. That means that if a change or cancellation is needed, the customer is responsible for completing it before that time. (Read how here)

NOTE: As of June 2025, our shipping options have greatly expanded! The three main domestic options are below. Please factor in processing time of 1-3 days before it leaves our hands, for a total time of 4-7 days between when you order and when you get the cacao in your hands. (International shipping and local Portland pickup info further below.)

• Sendle Saver - Sendle is a third-party app for buying commercial postage. If you choose this option at checkout, it will actually send by USPS Ground Advantage, which used to be called "First Class." This is a slower option (usually 3-5 days after it leaves our hands), but more affordable.
• USPS Priority Mail - This option takes 2-3 days to arrive and is by far how we have sent most of our shipments. Note that the shipping label and tracking number might say USPS or Sendle, but either way it is actually shipping by USPS Priority.
• UPS Ground - This takes 2-4 days after it leaves our hands but can offer extra security (especially if you live in an apartment where packages are left in a mail room).

This map shows how many days it takes a USPS Priority Mail package to get to different places after we drop it off at the post office.

CHOOSING A SHIPPING OPTION

On the checkout page you will be shown shipping options based on what you're ordering, how much (size/weight), and also your destination.

NOTE: "Small package" might be a cardboard box, paperboard envelope (think: cereal box thickness), or plastic padded envelope, depending on the size and quantity of the product(s) you order.

U.S. orders of $125 or more automatically get free shipping by USPS! Most of our products are heavy, so shipping options tend to be expensive compared to other products of a similar size. For orders that qualify for free shipping, we automatically choose the most economical option while also taking into account the size and shape of the product(s) in your order.

If you want to guarantee that your order ships in a cardboard box (rather than a bubble mailer or envelope), then please instead choose a Medium or Large box option at checkout.

FREE LOCAL PICKUP

To order online and pick up in-person in Portland, Oregon, look for the Delivery Method section on the checkout page and choose local pickup. 

We've partnered with Cafe Zamora, a local Guatemalan coffee shop on SE Powell Blvd, to make free pickup available to you. Our staff operates separately. Soul Lift Cacao staff have to receive and process the online order. 

If you order by 10am Tuesday, we take it to Cafe Zamora after they close that day and it'll be available when they open on Wednesday (find their hours and location here). Currently we are able to do that Tuesday and Friday. So if you order on Saturday, your order won't be available to pick up until Wednesday morning. 

If you choose local pickup, please wait til you receive an email stating that your order is ready for pickup and providing you with further instructions. In other words, if you order on a Sunday and show up before getting a confirmation that your order is ready, chances are that your order won't be there.

Because space is very limited, they can hold orders for 3 business days after we send the "ready for pickup" notification. On the 4th day, we'll have to refund the order minus a 3% re-stocking fee.

We apologize for any inconvenience, and we're also working on increasing open hours at our new cacao studio in Ladd's Addition. We carry our packaged cacao there as well, so if you can visit during open hours (listed on Google Maps), that might actually be easier and faster. 

SHIPPING ERRORS, DAMAGES, AND MELTING

All packages are fully insured for the order value case of loss or damage (e.g. a torn bag) during shipping, so you can purchase with confidence. We include instructions for what to do about damages on the packing slip. Basically, send us photos by email and hold onto everything until we provide further instructions.

If a month passes and you have no received your package, Contact Us and we can submit a claim for loss.

PLEASE NOTE:

• We are not responsible for mistakes in the shipping address submitted with orders. And we're not able to update the delivery address of a USPS package after we send it out. If a package gets returned to us, we can refund the order minus the original shipping cost. Then you’ll have the option to order again to a new address. 
• Melting due to high heat doesn't count as damage or qualify for insurance reimbursement. Check upcoming weather in both Portland, Oregon (where we are), and your location before ordering. If either one is over 90 degrees F, then there's a chance that some melting might occur. We do what we can to insulate your product using wrapping paper or shredded paper. We also put a sticker on packages asking postal workers to keep the package out of high heat and direct sunlight.. but there's no way for us to guarantee they'll honor the request. Melting doesn't actually harm the cacao. Just put it in a cool, dark place until it re-solidifies. Then you can chop and use it like normal. If you're concerned about melting, we recommend buying blocks of cacao (which don't melt as easily) or a single serving of drinking chocolate (which can easily be broken up to make a drink) – not larger bags of ground cacao or drinking chocolate.

INTERNATIONAL SHIPPING

We do ship internationally at extra cost. This is automated in our online shop when you enter your destination country at checkout.

International priority mail usually takes 6-10 days after the 2-3 days of processing time. There may be additional delays to due global events beyond our control.

Also please note that the “tracking number” provided by USPS does not always give progress updates for international shipments, other than to say if it has shipped and arrived.

NOTE: We are also not responsible for any duties or taxes incurred for shipping items to your destination country (if you're outside the U.S.) Please research that before ordering so you can be prepared. Canadian customers will see a shipping option at checkout which includes duties. We're working on a similar solution for other international orders!

IF YOU STILL HAVE QUESTIONS, PLEASE READ OUR FAQ PAGE AND THEN CONTACT US IF NECESSARY!