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frequently asked questions

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Drop us an e-mail, give us a call or come say hi and share a piece of chocolate with us at our office! Contact

most faq's

Why are your bars unequally divided?

To us it doesn't make sense for chocolate bars to be divided into chunks of equal sizes when there is so much inequality in the chocolate industry! The unevenly sized chunks of our 6oz bars are a palatable way of reminding our choco friends that the profits in the chocolate industry are unfairly divided.

And in case you haven't noticed, the bottom of our bars represents the Equator. The chunks above are the Gulf of Guinea. From left to right you have Ivory Coast, Ghana, Togo and Benin (terribly politically incorrect, we know, but we had to combine them to create enough space for a hazelnut), Nigeria and part of Cameroon.

How do I create a resell account?

Click here to register and create an account for our chocoshop. Here you can choose whether you're a reseller or a consumer. 

If you need help creating an account, please use our contact form to send us an email, or call the choco phone on +1 503 388 5990. We're happy to help you out!

Where’s my order?

Yes, it can't get to you fast enough, we know! 

We use UPS ground to ship your orders Monday through Friday. Depending on your location in the US, delivery varies between 2 to 5 business days. 

If you really can't wait a moment longer, send an email to mailus@tonyschocolonely.com noting your order number, or call the choco phone: +1 503 388 5990. Your order number is on the email confirmation we sent you. You can also find it in the 'my orders' section of your account. 

So who is this Tony anyway? And what’s up with the Chocolonely?

Tony is the English equivalent of the Dutch name Teun, and Teun van de Keuken is our founder. Teun is a Dutch TV journalist who kicked off the crusade against (child) slavery within the chocolate industry on the consumer report TV show Keuringsdienst van Waarde. Teun was shocked when he read that slavery still existed in the cocoa sector. He tried to discuss the problem with the large chocolate makers, but they completely ignored him. He stepped up and took action. Teun decided to lead by example and make 5,000 Fairtrade chocolate bars himself. Tony’s Chocolonely was born.

And because he felt like he was the only guy in the chocolate industry that cared about eradicating slavery from the industry, he named his chocolate “Chocolonely”. Get it? The chocolate industry was a lonely place for 100% slave free crusaders!

Can I buy a gift card for someone in another country?

Our gift cards are only valid in the country in which they were purchased. So if you buy a gift card on our USA website that gift card can only be used by folks in the US.

Not sure which website you're on? Check out the flag icon in the upper right-hand corner of your screen.

Looking for another country? Click the flag icon and choose your preferred country site from the drop-down. 

General

So who is this Tony anyway? And what’s up with the Chocolonely?

Tony is the English equivalent of the Dutch name Teun, and Teun van de Keuken is our founder. Teun is a Dutch TV journalist who kicked off the crusade against (child) slavery within the chocolate industry on the consumer report TV show Keuringsdienst van Waarde. Teun was shocked when he read that slavery still existed in the cocoa sector. He tried to discuss the problem with the large chocolate makers, but they completely ignored him. He stepped up and took action. Teun decided to lead by example and make 5,000 Fairtrade chocolate bars himself. Tony’s Chocolonely was born.

And because he felt like he was the only guy in the chocolate industry that cared about eradicating slavery from the industry, he named his chocolate “Chocolonely”. Get it? The chocolate industry was a lonely place for 100% slave free crusaders!

Do you also consider the environment?

Of course! We expect farmers to treat the environment with respect. And we actively encourage the farmers who supply our beans to implement more environmentally friendly production methods. The cooperatives we work with receive training. This helps minimize the use of pesticides and ensures appropriate and economical use of chemical fertilizer. Deforestation is strictly prohibited. Climate change is an increasingly important issue for Tony's, particularly since cocoa farmers are directly affected. Drought and extreme heat increase the likelihood of failed harvests and affect the quality of cocoa beans. Yet this is a trend that is expected to increase. At the moment, we offset our emissions through Justdiggit. We'll also be taking steps to reduce our emissions over the next few years. Ultimately, we want to ensure that whenever someone eats a bar of Tony's they're making a positive contribution to the environment.

In 2012, we also changed the wrappers on our bars. We now use uncoated, recycled FSC-certified paper. What?! Believe us, it's better for the environment. It means the wrappers on our bars are not coated with porcelain or kaolin. The paper is made from a mixture of recycled and FSC-certified paper. So, in a past life, the wrapper on your bar might have been the label on a jar of peanut butter or box of sprinkles! FSC stands for Forest Stewardship Council. Sounds impressive, doesn't it? And it is. It means the paper originates from sustainably managed forests. The foil we use contains as much recycled material as possible and we've also made it as thin as possible.

Why are your bars unequally divided?

To us it doesn't make sense for chocolate bars to be divided into chunks of equal sizes when there is so much inequality in the chocolate industry! The unevenly sized chunks of our 6oz bars are a palatable way of reminding our choco friends that the profits in the chocolate industry are unfairly divided.

And in case you haven't noticed, the bottom of our bars represents the Equator. The chunks above are the Gulf of Guinea. From left to right you have Ivory Coast, Ghana, Togo and Benin (terribly politically incorrect, we know, but we had to combine them to create enough space for a hazelnut), Nigeria and part of Cameroon.

What about all the other certification systems?

There are all kinds of labels on chocolate packaging. This is because there are several certification systems that operate under different names. Fairtrade and Rainforest Alliance (previously Rainforest Alliance and UTZ before they merged in 2018) are independent certificates that follow ISEAL's Codes of Good Practice for Setting Social and Environmental Standards, and there are also brands that have created their own certification systems such as Mondelez’s Cocoa Life and Nestle’s Cocoa Plan.

Certifications are third party checks on an external set of standards, a kind of compliance check on sustainability for companies. They are however not all the same. There are some fundamental differences between Fairtrade and Rainforest Alliance. Fairtrade guarantees a minimum price for their cocoa to protect against market volatilities. Fairtrade believes that farmers are stronger when they join forces, so Fairtrade farmers must be united in a cooperative. Rainforest Alliance places strong emphasis on conservation of the environment and farmers receive a variable premium on top of the market price. They work with cooperatives, as well as independent farmers.

As far as we're concerned, certification is a starting point and the proliferation of certification models makes it harder for consumers to understand what they represent. Euromonitor International’s research in 2018 revealed own labels, such as Cadbury’s Cocoa Life or Nestlé’s Cocoa Plan, could create consumer confusion - ‘Many in-house schemes have yet to resonate; and consumers may be unclear about the changing working relationships between certifiers and brands.’ To create a fairer supply chain we believe that companies have to go further than certification and take full responsibility, that's why we have developed our 5 sourcing principles. We invite any other organisation that sources cocoa to come round for coffee (and chocolate) to learn more about how they can adopt these principles through Tony’s Open Chain.

What type of paper do you use for your wrappers?

For the 6oz wrappers (that's all of our large bars) we use 100 g Cocoon Offset paper.

It's 100% recycled, uncoated offset paper with excellent whiteness (CIE 150). It's also FSC® Recycled and EU Ecolabel certified.

history

How did it all start?

Almost 11 years ago the Dutch investigative reporter Teun (Tony) van de Keuken launched an investigation about the use of slavery within the cocoa industry on the consumer report show 'Keuringsdienst van Waarde'. He was literally shocked to discover that most of the chocolate on supermarket shelves was harvested by slaves—worse, by child slaves. He decided to do something about it. He first approached some of the world’s largest chocolate makers, but they completely ignored him.

So he decided to roll up his sleeves and do it himself. He ate a couple of chocolate bars and then turned himself in to the authorities as a chocolate criminal. By eating chocolate, he was complicit in slavery. But the public prosecutor wouldn’t prosecute him. Teun didn’t give up and went looking for witnesses; victims of chocolate consumption. He found 4 boys who had worked as slaves on a cocoa farm in Ivory Coast. They provided evidence against Teun and the 2,136 other chocolate consumers who in the meantime had joined Teun in his stride. On November 29th 2005, still awaiting the judge’s decision, Teun decided to lead by example and make 5,000 Fairtrade chocolate bars. Tony’s Chocolonely was born.

The very first Fair Trade Tony’s Chocolonely bars hit the supermarket shelves in 2005. In 2006 we became legit by registering with the Chamber of Commerce. We’ve been high-flying ever since, but today our number one priority remains the same as it was on day 1: eradicating slavery from the global chocolate industry.



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ingredients

Why is your chocolate Fairtrade certified?

When Tony's began, Max Havelaar (that's Fairtrade Netherlands) was the only organization seeking to promote fair trade and better living conditions for cocoa farmers. To qualify for Fairtrade certification, production conditions must meet certain minimum social and environmental standards. Also, as a certification system, Fairtrade is most closely aligned with our mission, because it guarantees a minimum price and works with cooperatives. Having said this, as far as we're concerned, certification is simply a starting point: the first step on the way to a fair supply chain. We believe it's possible to do more. That's why we developed our 5 sourcing principles.

Where does your cocoa come from?

In 2012 we started buying our cocoa mass directly from cocoa farmers in West Africa. We're now working with 5 cocoa cooperatives: 1 in Ghana (ABOCFA) and 4 in Ivory Coast (Kapatchiva, ECAM, ECOJAD and SOCOOPACDI). All of these cooperatives benefit from our 5 sourcing principles

We want to create change in places where it is most needed, and always in a way that inspires the industry. That’s why we only work in West-Africa, where over 60% of world production is grown. The social problems are most prominent there and it’s also where the biggest choco-giants get their cocoa. If we can work fairly in Ghana and Ivory Coast, then the big companies can too!

Is your chocolate also organic?

We buy some of our beans from ABOCFA in Ghana, which is the first certified organic cooperative in West Africa. But we know that organic farming doesn't necessarily deliver a better income for farmers in West Africa. Organic farming is a skill. To be good at it, farmers have to be professional. They have to have a great deal of knowledge and they also have to be able to invest in their farms. This is far from the reality for most cocoa farmers. We support several organic initiatives, such as ABOCFA, but unfortunately it seems that organic farming does not guarantee a positive social impact. So for the moment we're not seeking to make our entire supply chain organic. That's why it doesn't say 'organic' on our wrappers. For us, social impact comes first. At the same time, we do what we can to protect the environment.

Do you have a sugar-free bar or one with a sugar substitute?

At the moment, we don't have any plans to produce a sugar-free Tony's bar or to produce one with a sugar substitute. Our mission is 100% slave free chocolate. To achieve this, we have to make the most amazing ethically produced chocolate, so we can help cocoa farmers create a better future for themselves and inspire other chocolate makers to follow our example. In other words, we want to change the mainstream chocolate industry. Sugar-free bars are still too much of a niche product. Producing one won't help the cocoa farmers. But this may not always be the case. We do our best to always be one step ahead.

personalized wrappers

How do I order a personalized bar?

So you want to design your own wrapper? Cool! On our design-your-own-wrapper page, you'll find information about pricing, delivery times, flavors and more. We also provided some examples for inspiration.

And keep in mind: one order = one delivery address.

Orders in our wrapper creator: Design your own wrapper in our wrapper creator, pick your flavor and order away! Templates: We've got lots of handy templates for various occasions. But - make sure to add detail on top of the template e.g. using our text tool to add a name. What you see is what you'll get. Always hit 'preview' to check how your bar will look when it arrives.
Order with a custom design: You can also order custom design wrappers created in Adobe Illustrator or Indesign, giving you ultimate freedom in your design. You can download the template- and upload your design here.
For corporate accounts: If you don't have a (corporate) account yet, make sure you make one first soooo you can save your wrappers, track your orders, download your invoices and lots more!

What flavor bars can I order?

Milk, Milk Caramel Sea Salt, Dark Almond Sea Salt and the Everything Bar. We used to offer our dark milk pretzel toffee bar through our personalized service, but we had to say bye, bye, bye and welcome in the crave-worthy Everything Bar.

How fast can you ship my bars?

Processing: 

order size lead times
1-15 bars ordered by noon, shipped by the next business day
16-100 bars shipped on 3rd business day
101-500 shipped on 5th business day
501-1000

shipped on 7th business day

1001+ lead time agreed in consultation 

Shipping: Ranges from 2 to 5 business days depending on location.

Can I design my wrapper in Paint?

We advise against it because the print quality will be poor. We recommend using Adobe Illustrator or InDesign for this job.

Can you design my bar for me?

While we love a good Tony’fyed bar, we don’t offer design services. Go nuts with our wrapper creator, pick a handy template, or call in a designer if you want somethin’ super special.

I want to sell bars with my design

Personalized bars are meant to gift to others. So, we don’t permit reselling the personalized bars. Surprising your bestie, colleague, grandma or neighbor with them is okay though!

Where can I find my order status?

Your order tracking info will live on your account details page. Log in, then click the little person icon in the upper right-hand corner of your screen. Check in the “my orders” tab of this section for your order’s tracking number! And, ehm, heads up, it takes a couple of days to process and ship your order, so if your tracking info isn’t there yet, hold tight, it will be soon!​

Heeelp! My order has arrived, but my personalized bar(s) is missing in the delivery. What can I do?

No worries! Our personalized bars are shipped from a different location than our regular chocolate bars. So your personalized bar is getting wrapped in its unique jacket. This means that combined orders don't always fall on your doormat at the same time.

If the expected delivery time has passed and you still haven't received your order, please let us know by sending an email to mytonysus@tonyschocolonely.com.

What's the nitty-gritty?
For those placing combined orders i.e. A 'create your own wrapper' bar and additional classic Tony's bars, you will receive​​​​​​​ one order confirmation. ​​​​​​​You will then receive two separate tracking emails, as your 'create your own wrapper' bar will arrive at a different time than the rest of your order.

How long do I have to wait..?
Delivery times for Tony's personalized bars: Processing: Up to 500 bars will take about 4 to 5 business days after order confirmation is received; if you order over 500 bars, we will give you a personalized indication on lead time as this may vary per order.
Shipping: Ranges from 2 to 5 business days depending on location.

Do you have an example template and artwork specifications for me?

Of course we have 'em! Download (and upload) the template, artwork specifications and rules here.

I have a complaint about my personalized bar

Oops, that ain't nice! Please send an email to mytonysus@tonyschocolonely.com. We are happy to help and find a solution!

I want to upload my self-made wrapper, how do I do that?

You can upload your design over here. Drag your design file to the square box on the upload page and check out your 3D preview. Please double-check the artwork specifications and error-proof document before you place your order. Happy? Hit that order button to pick your flavor and the amount of bars you want to order. Enjoy!

Can I find my designed wrapper somewhere?

For sure! You can save your design via the wrapper creator. Make sure you are logged in first, so we know where to save your wrapper. You can find your own designs in your account page by clicking on 'my wrappers'.

I want to order 5000 or more personalized bars, how do I do that?

For larger orders, a Tony from the Chocofancare team will be happy to help guide you through the process. Send an email to mytonysus@tonyschocolonely.com and we'll be here to help!

What do you charge for shipping on a personalized order?

The following shipping and handling costs are applied during the current shipping season:

Consumers:

 

 

Where do you live?

How much are you ordering?

What's the shipping rate?

All states Up to $600 $29.95 
All states $601+ $74.95 
     

Resellers:

   

Where do you live?

How much are you ordering?

What's the shipping rate?

All States

Up to $975 $74.95 

All States 

$976+ $94.95 


Read more about our shipping prices hereAny questions? Please give us a call: +1(503)388-5990 or send us an e-mail: mailus@tonyschocolonely.com. We can make chocolate out of (almost) anything!

Can I send to multiple addresses in one order?

Unfortunately no. One order = one address. So, make sure to create a new order for each address you want to send to.

chocoshop - general

Can I buy a gift card for someone in another country?

Our gift cards are only valid in the country in which they were purchased. So if you buy a gift card on our USA website that gift card can only be used by folks in the US.

Not sure which website you're on? Check out the flag icon in the upper right-hand corner of your screen.

Looking for another country? Click the flag icon and choose your preferred country site from the drop-down. 

Where can I find your privacy policy?

Please click here for our privacy policy.

What is your return policy?

All sales are final and we do not accept returns. If, however, you have a problem or are unsatisfied with your order in any way, please give us a call: +1 503 388 5990 or send us an e-mail: usorders@tonyschocolonely.com. We can make chocolate of (almost) anything!

Where can I find your terms and conditions?

Please click here for our our terms and conditions.

Can I add a personal message to my order?

Unfortunately, at the moment that’s not possible. 

I have a discount code. Where do I enter it?

*Important message, choco fans: our webshop is currently closed for the summer. Find out more here. Read on for answers applicable to the rest of the shipping season…

Lucky you!

When you're done shopping, you'll see an overview of your order in your basket and during the checkout process. At the bottom, there's a box where you can enter your discount code. 

Can I order on account?

As a reseller you can, as a consumer you can't. 

If you have another question about our payment methods, please reach out to us at mailus@tonyschocolonely.com or call +1 (503) 388-5990.

chocoshop - my account

How do I create an account and how do I log in?

Click here to register and create an account for our chocoshop. 

If you need our help creating an account, please use our contact form to send us an email, or call the choco phone on +1 503 388 5990. We're happy to help you out!

Where can I find and change my account details?

To access your profile page you have to log in first, by clicking on the person icon in the top right of the screen. Once you're on your profile page, you can change your details, see your order history and saved addresses. 

If you have any other question, please use our contact form to send us an email, or call the choco phone on +1 503 388 5990. We're happy to help you out!

How do I create a resell account?

Click here to register and create an account for our chocoshop. Here you can choose whether you're a reseller or a consumer. 

If you need help creating an account, please use our contact form to send us an email, or call the choco phone on +1 503 388 5990. We're happy to help you out!

Where can I find my invoices?

If you order something from our chocoshop, we'll send you the invoice by email.

If you're missing an invoice or have a question about one, please use our contact form to send us an email, or call the choco phone on +1 503 388 5990. We're happy to help you out!

chocoshop - my order

I want to change or cancel my order. How do I do that?

Send an email to mailus@tonyschocolonely.com, or call +1 503 388 5990 and we'll see if it's still possible to change or cancel your order.

Where’s my order?

Yes, it can't get to you fast enough, we know! 

We use UPS ground to ship your orders Monday through Friday. Depending on your location in the US, delivery varies between 2 to 5 business days. 

If you really can't wait a moment longer, send an email to mailus@tonyschocolonely.com noting your order number, or call the choco phone: +1 503 388 5990. Your order number is on the email confirmation we sent you. You can also find it in the 'my orders' section of your account. 

I have a complaint about my order. What should I do?

Ouch! That's unfortunate. Use our contact form to send us an email, or call the choco phone on +1 503 388 5990. We'll be happy to help you find a solution!

chocoshop - shipping info

Do you ship to every state?

We ship only within the continental US; we do not ship to Alaska or Hawaii.

What is the delivery time?

Orders are sent via UPS Ground or Air and are shipped Monday through Friday for orders placed at least 48 hours in advance. All orders are shipped for 2 day delivery during warmer months. Read more here 

 

Do you ship to PO Boxes?

We only deliver to physical street addresses; unfortunately we can't accept PO box #s.

What do you charge for shipping?


The following shipping and handling costs are applied during the current shipping season:

Consumers:

 

 

Where do you live?

How much are you ordering?

What's the shipping rate?

All states Up to $600 $29.95 
All states $601+ $74.95 
     

Resellers:

   

Where do you live?

How much are you ordering?

What's the shipping rate?

All States

Up to $975 $74.95 

All States 

$976+ $94.95 


Read more about our shipping prices hereAny questions? Please give us a call: +1(503)388-5990 or send us an e-mail: mailus@tonyschocolonely.com. We can make chocolate out of (almost) anything!

Do you also ship abroad?

At the moment, our chocolate postman only delivers our bars within the US. We think it's important that you know exactly what's in our bars (the ingredients are listed in English...). And this way, we can also guarantee that your bars arrive when we say they will..

If you have questions about any other country, please send an email to: export@tonyschocolonely.com

Can I have items in my order delivered to different addresses?

No, unfortunately not. 

Our chocolate postman can only deliver bars and other things to one address per order.

wikkel ontwerpen

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je hebt een limited in je mandje zitten, daar kun je geen normaal product bij doen.

zullen we de inhoud van je tassie vervangen voor de limiteds?

nee yes, excellen

ok, what would you like to do with this wrapper

edit duplicate and edit

oké, wat wil je doen met deze gift card

aanpassen uuhm, ik wil een helemaal nieuwe maken

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Wat voor Tony’s tekst wil je erop?

Je hoeft alleen nog maar je eigen naam en van de gelukkige ontvanger in te vullen. De rest hebben wij al voor je gedaan (sweet!).

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