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.
I have a problem with the product I received. What now?
If you encounter an issue, please email us at US-Cocoa.SalesSupport@ofi.com referencing the order number and as much information as possible about the issue.