FAQs

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KITKAT® Chocolatory 

*The Final Week! 
Store Hours
Monday - Saturday: 11AM - 8PM
Sunday: 10AM - 6PM
423 Queen Street West
Toronto, ON
M5V 2A5

Store FAQ

How long does it take to receive my Create Your Break order in store?
After you submit your order, it will take approximately 90 minutes for our team of chocolatiers to create and chill your customized KITKAT® bar. Please note that Create Your Break orders will stop being taken 1.5 hours before store close due to the time it takes to create a bar.

How much does it cost to Create Your Break in store?
A Create Your Break bar costs $15.00 + tax.

What methods of payment are accepted in store?
All debit and credits cards are accepted (Visa, Mastercard, AMEX). No cash is accepted.

 

Online Orders FAQ

Do I need to create an account to place an order?
You have the option to create an account or check out as a guest. If you create an account to place an order, you will be able to track your order, see your order history and update your personal information at any time.  

How long does it take to receive my KITKAT® Chocolatory order?
Your order will be delivered within 7-10 business days of being placed. We’ll do our best to get it to you as soon as possible! You will be able to track the status or your order as soon as it ships. We’ll send you an email with the tracking number.

How will you ensure my KITKAT® Chocolatory order arrives safely?
All orders are shipped with ice packs and bubble wrap to ensure your product does not melt or break.

I have not received my order. What should I do?
You should have received an email with a shipping confirmation and a tracking number. You can check the status of your order by clicking on the tracking number link. If you encounter any issues, please contact Nestlé customer service at 1-800-387-4636 and provide one of our customer representatives with your order number.

Do you offer free shipping?
Yes, we do! All orders with a value of $35.00 or more are eligible for free shipping. For orders under $35.00, we charge a flat rate of $5.00 for shipping.

Can I make changes to my order?
Yes, you are able to make changes in your order, as long you reach out to us within 24 hours of placing your order by calling 1-800-387-4636.

I changed my mind, can I cancel my order?
Yes, you are able to cancel your order within 24 hours of placing your order. Please reach out by calling 1-800-387-4636.

I placed an order and realized my personal information is wrong; what can I do?
We can update your personal information such as name, email and shipping address to ensure your order delivers as expected. Just give us a call at 1-800-387-4636 within 24 hours and we will make sure your information is up to date by the date your order ships.

Can I track my order online?
Yes! As soon as the order ships you will be receiving an email indicating the status of your order. A unique tracking order number will be given to your order so you can check the status online.

The product I received was damaged, or my order was incomplete/inaccurate.
We’re sorry to hear that! Contact us at your earliest convenience at https://contact.nestle.ca/ and one of our customer representatives will assist you.

What is your refund policy?
We want all our customers to be satisfied with their orders so if you feel something is not right please contact us immediately at https://contact.nestle.ca and we will be more than happy to assist you, evaluate the case and issue a refund if applicable. A refund is only applicable if the product is damaged or contaminated upon your receipt of the product in the discretion of the Nestlé Group (such as if the product is received deformed or if there are foreign materials in the product).

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