FAQ

Shipping Policy & Pricing

What payment methods do you accept?

Mast accepts all major credit cards (i.e: Visa, Mastercard, Discover, and AMEX).

When will my order ship? Will I receive an order confirmation?

We’re open Monday-Friday, 9-5p EST. We are closed on weekends and all major U.S. holidays. Orders are processed within 1-2 business days and before 12p EST. 

After a successful checkout, you will receive an email confirmation. Please check your SPAM folder if you do not receive. Mast does not ship orders with pricing information.

Sign up for a mastbrothers.com account to access order information, or check your confirmation email.

How much is shipping? Will I receive a shipping confirmation? 

We charge standard rates via UPS for shipping and handling within the US based on the destination and weight of the order. We offer both ground and air freight rates, you will be able to view the options during checkout.

Once your order is processed, you will receive a shipping confirmation email from us with your tracking number. Please check your SPAM folder if you do not receive. 

Do you offer same-day shipping?

We offer same-day shipping with UberRush for the wider NYC area. If you place your order before 12p EST, we also offer next day air at checkout.

Do you offer international shipping?

We do offer international shipping, you will be able to view the options during checkout. Any additional customs or duties fees are at the expense of the customer. Mast is not liable for any additional fees incurred after shipment. 

Can I ship to a P.O. Box or an APO/FPO address?

We do not ship to P.O. boxes. In most cases, we can fulfill orders to APO/FPO boxes. Do not enter a P.O. box during checkout as it stalls the order processing, a representative will have to reach out to correct the address.

Do you ship chocolate during warm weather or to warmer parts of the country?

Mast reserves the right to charge a $15 shipping fee when shipping to warmer parts of the country. We select the appropriate packing materials such as heat-tempered, insulated boxes and frozen gel packs to ensure that your order arrives in perfect condition.

What are other restricting temperature concerns?

Mast advises against chocolate deliveries to warmer countries during summer months (generally April through mid-September) or to destinations higher than 20 degrees centigrade. Chocolate confections are subject to temper or alter from their original form under unstable conditions. We cannot accept responsibility or offer any guarantees as we cannot control temperature conditions. 

 

Returns Policy

If you are unsatisfied with your order, please contact us at online@mastbrothers.com within 14-days after receiving your purchase. We will require imagery and the returned products to process a refund, items may not be tampered with or consumed. Mast’s production team will review each return as orders may be subjected to partial-refunds if the conditions are not met.

Return Instructions

To return products, you must e-mail our Returns Department at online@mastbrothers.com to obtain a Return Authorization (RA) number before shipping your product(s). NO returns of any type will be accepted without an RA number.

For faster service, please include the following information when emailing for an RA number: customer name, invoice or order number, and nature of the problem, including imagery. To expedite the processing of your refund or credit, we ask that products be returned to Mast within 5 days of the date that we issue the RA.

 

Product Information

What do the percentages mean on each bar of chocolate?

The percentage is an indicator of the intensity or mildness of the chocolate. It’s a matter of preference and taste, not percentages. Choose your own favored varieties!

How long will my chocolates stay fresh? How should I store chocolate? 

All Mast chocolates are labeled with a "Best By" date. Products kept beyond this recommended date may undergo texture, flavor or other changes. We recommend you store your bars in a cool, dry environment and avoid heat or moisture at all costs. As a general rule, we do not recommend storing your Mast Chocolate in the refrigerator, but in a cool, dark pantry. 

Maintain freshness after opening by storing at temperatures that do not exceed 65F (18C). Avoid heat, humidity, and direct sunlight. To store chocolate for a longer duration, wrap the package in plastic, close tightly, and refrigerate.

Do your chocolates contain soy? Are they gluten-free?

Our chocolates are made in facilities that handle soy and gluten and other allergens. We do not add preservatives or emulsifiers to our products, and we avoid cross contamination in all ways possible. 

The only bar that contains soy + gluten is the Miso & Sesame bar from the Los Angeles Collection. 

Do your chocolates contain dairy?

Our Milk Chocolate collection contains dairy. Our chocolate is produced in facilities that handle allergens like dairy.

Do your chocolates contain nuts?

Our Almond bar contains nuts. Our chocolate is produced in facilities that handle allergens like nuts. 

 

Press Inquiries

What is Mast’s policy on donation requests? May I have sample requests?

We pride ourselves in partnering with charities and nonprofits of all sizes. To see if your event is a fit based on availability and scope, please email online@mastbrothers.com

Unfortunately, due to the high volume of request for samples, Mast is unable to fulfill free sample requests. We do offer mini, 28g bars for purchase, the perfect size for a taste test.

Who should we contact for interview requests, photo releases, or for media?

For press inquiries, email: press@mastbrothers.com for further assistance.

Have a question that is not listed above?

Contact online support at online@mastbrothers.com, we have representatives available from Monday-Friday, 9-5p est, ready to assist you.