Help Center
Frequently Asked Questions
Why order online
Save time & save money! Shop.deZaan.com offers the best quality cocoa ingredients at competitive prices. Order the same products on a reoccurring basis? We offer a convenient reorder feature to save you time on repetitive orders. Tired of tracking down order updates from your suppliers? Get status updates delivered to your inbox every step of the way.
What shipping methods do you offer?
We offer a variety of shipping options depending on your order. We offer UPS, Freight Less than Truckload (LTL), Freight Full Truckload (FTL), and Warehouse pick-up. For live rates, simply add the product to your cart and the rates will be visible during checkout.
What payment methods do you offer?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), Credit Key Business Credit and offline ACH/Wire transfers. For certain larger/regular customers, we also offer Olam Payment terms.
What is my order status?
You can check your order status at any time by logging into your account. Select 'My Account' > 'My Orders > view the order you are seeking information on and the up-to-date status will be available. If you still have questions or concerns, please contact us at US-Cocoa.SalesSupport@ofi.com
Account Creation
Why order online
Save time & save money! Shop.deZaan.com offers the best quality cocoa ingredients at competitive prices. Order the same products on a reoccurring basis? We offer a convenient reorder feature to save you time on repetitive orders. Tired of tracking down order updates from your suppliers? Get status updates delivered to your inbox every step of the way.
How do I create an account?
In the top right corner, click 'Create an Account'. Account creation takes just a few minutes to complete. Shop.deZaan.com is business-to-business (B2B) only. Please be prepared to provide a Tax ID and show proof that you are authorized to purchase for said business or organization.
How do I delete my account?
Please email us at US-Cocoa.SalesSupport@ofi.com and we can process this request.
Order Information
What is lead time?
Lead Time is the time it takes for ofi to prep and process your order. This typically ranges from 3 to 4 days depending on the product's packaging, treatment and availability. You will find this on every product page listed as 'Ships In'.
When will my order ship?
To view your ship date, select the order from your account and the ship date will be available under ‘About Your Order’ inside the order details. This date will only be available for orders marked ‘Processing’. Most orders will be shipped within 3-4 business days after ordering. Orders placed any time after 11am CST Monday-Friday, on Saturday, Sunday, or on the following holidays will be processed starting the following business day.
Illinois Holidays: New Year's Day, Washington’s Birthday, Memorial Day, Good Friday, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve
What is my order status?
You can check your order status at any time by logging into your account. Select 'My Account' > 'My Orders > view the order you are seeking information on and the up-to-date status will be available. If you still have questions or concerns, please contact us at US-Cocoa.SalesSupport@ofi.com
I want to cancel my order. What next?
If you would like to cancel your order, please contact us as soon as possible at US-Cocoa.SalesSupport@ofi.com. We are more than happy to try and accommodate any changes required. Please note, orders with a status of ‘Shipped’ cannot be canceled and orders with a status of ‘Processing’ may incur cancelation charges.
I want to make a change to my order. What next?
If you would like to make a change to your order, please contact us as soon as possible at US-Cocoa.SalesSupport@ofi.com. We are more than happy to try and accommodate any changes required. Please note, orders with a status of ‘Shipped’ cannot be canceled.
Why is my order status "Hold"?
If the status of your order is Pending, there are a few common reasons why. You are new to ofi! It will take up to 2 business days to confirm your business to begin the processing of your order. Please email us your Tax ID or W9 as soon as possible to reduce the waiting time, US-Cocoa.SalesSupport@ofi.com. If you are utilizing ofi credit terms, you may have an overdue invoice(s) that require payment before new orders can be processed. Please contact us at US-Cocoa.SalesSupport@ofi.com for assistance on getting your order released.
What size are samples?
Samples are all 1 lb. If you require a larger sample, please contact us at US-Cocoa.SalesSupport@ofi.com.
How many samples can I order?
Once your account is verified, we offer 1 free sample per product up to a maximum of 5 samples. If you require more samples, please contact us at US-Cocoa.SalesSupport@ofi.com.
I missed my appointment to pick up my order. What now?
If you missed your scheduled pick up, you may reschedule your appointment at your convenience. We work with third party warehouses, and they might have missed appointment fees that customers might need to cover.
How do I order a product not on the website?
For any inquiries about ofi cocoa ingredients not available on our website, please contact us at US-Cocoa.SalesSupport@ofi.com.
Shipping & Pick-Up
What is lead time?
Lead Time is the time it takes for ofi to prep and process your order. This typically ranges from 3 to 4 days depending on the product's packaging, treatment and availability. You will find this on every product page listed as 'Ships In'.
What shipping methods do you offer?
We offer a variety of shipping options depending on your order. We offer UPS, Freight Less than Truckload (LTL), Freight Full Truckload (FTL), and Warehouse pick-up. For live rates, simply add the product to your cart and the rates will be visible during checkout.
When will my order ship?
To view your ship date, select the order from your account and the ship date will be available under ‘About Your Order’ inside the order details. This date will only be available for orders marked ‘Processing’. Most orders will be shipped within 3-4 business days after ordering. Orders placed any time after 11am CST Monday-Friday, on Saturday, Sunday, or on the following holidays will be processed starting the following business day.
Illinois Holidays: New Year's Day, Washington’s Birthday, Memorial Day, Good Friday, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve
How do I pick up my order from ofi's warehouse?
If you are picking up your order, first check your order acknowledgement to determine the location of the plant/warehouse where your order is being processed and note the included contact information. (Your Order Acknowledgement was emailed to you 1-2 days after you placed your order). Have your ofi Sales Order Number from the order acknowledgement as this will be used to place an appointment. Next, simply set-up an appointment for the ship date with the plant/warehouse.
What are the pallet dimensions?
Dimensions: 48" x 40" Pallet Weight: ~55 lbs. Our pallet height varies depending on the product, but the average is 69".
I missed my appointment to pick up my order. What now?
If you missed your scheduled pick up, you may reschedule your appointment at your convenience. We work with third party warehouses, and they might have missed appointment fees that customers might need to cover.
Payment Options
What is the ACH/Wire transfer process?
Our ACH/Wire Transfer details for offline payments are available upon request. Please contact us at US-Cocoa.SalesSupport@ofi.com. Please note that all bank transfers must be received before your order will be confirmed and begin processing.
What payment methods do you offer?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), Credit Key Business Credit and offline ACH/Wire transfers. For certain larger/regular customers, we also offer Olam Payment terms.
Certifications / Documentation
I have additional product specification questions?
If you have additional questions about a product or want to learn more about ofi, please contact us at US-Cocoa.SalesSupport@ofi.com.
How can I submit a supplier questionnaire?
To submit a supplier questionnaire for completion, please send the request to US-Cocoa.SalesSupport@ofi.com.
I would like a Certificate of Analysis (COA)
deZaan products are made to meet our specification which can be found on each detailed product page. Once you place an order, batch level COAs are emailed to you at the time of shipment. If the specification does not meet your requirement, please let us know! We can help find the closest available alternative that will work for your needs.