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Customer Assistance

MY ACCOUNT.  To enjoy all of the services of, including access to order history and address book, please create an account during checkout.

PRIVACY & SECURITY.  All of our orders are confidential and our site never saves your credit card information.

PRODUCT ORDERS. When you place an order with, we ask you to provide contact information, the name and shipping address of the recipient, and payment information (including credit card number and expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, this contact information is used to get in touch with you. If you call or email our customer service center, we will request information from you as well. The information requested depends upon the purpose of contact, but is likely to include your name, billing address, email address, the name and shipping address of the recipient, financial information such as your credit card number and expiration date, and the order number and date.

INFORMATION & USE. is the sole owner of any information we collect from you. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. Our only use of the information you provide us is for billing and shipping purposes.

ORDER HISTORY. You can view a secure listing of your current and past orders, as well as ship status of orders.

ADDRESS BOOK. For your convenience,"My Account” stores all the names and addresses of your past gift recipients, saving you time when sending gifts.

COMMUNICATION. We may email you about your orders. You may also receive occasional email communications regarding our site, special offers or services, products or newsletters. You may choose to stop receiving these emails at any time. Information on how to opt out of receiving emails is provided with every marketing email, or you may contact us at Please be sure to include your email address and full name in the email.

CHANGING OR DELETING INFORMATION. You may change any contact information you have provided us by accessing the "My Account Services" section located on the "My Account" tab at the top of each web page or by emailing us at


* Free Shipping Promotions: FedEx Ground, Continental US Only, Single Qualifying Location Only.
**During the summer months, orders that include chocolates can only ship via 2-day or overnight service to ensure chocolate doesn’t melt during shipping
Purchase Amount Ground 2 Day Overnight $0.00 - $98.99 $11.95 $24.95 $41.95 $99.00+(per item) FREE $24.95 $41.95


To exchange an item:
  • Repackage the gift in its original packaging with the packing slip.
  • Call or email the Torn Ranch Customer Service to obtain an RA (return authorization) number. You will be given additional directions on how to proceed.

Monday-Friday 8:30 am – 5:30 pm PST.
Or Email us.

Returns Department
Torn Ranch
2198 South McDowell Blvd
Petaluma, CA 94954

If you are returning a gift because it is damaged, defective or not the correct product, please follow the same return steps above.

MULTIPLE SHIP TO ADDRESSES. Each order you place is only available to ship to one recipient at a time. You will be prompted at the end of your order for additional gift purchasing.

ORDERING. Orders placed by 10:00 A.M. PST Monday - Friday (excluding holidays) will ship within 48 hours. Orders placed over the weekend, on holidays, and after 10:00 AM PST on weekdays will ship out within 48 hours of the next business day. (Business days are Monday - Friday, excluding holidays.)

DELIVERY GUARANTEE. Please check all addresses carefully. We will do our best to ensure the accuracy of all information; however, we guarantee delivery only to the address provided. FedEx has permission to leave packages at the recipient address if no one is there to sign for it. Torn Ranch is NOT responsible for packages stolen or damaged after they are delivered to the address specified by the customer. We suggest shipping to a business location when possible.

TRACKING YOUR PACKAGE. Once your item is shipped, you will receive an email with your tracking information. Tracking information can also be accessed from your account under "Order History"