Frequently Asked Questions
In this section you will find the most frequently asked questions. Take a look and see if you can find your question or feel free to contact our customer service team using this contact form at www.loackerusa.com/contact-us, we are happy to assist!
Orders & Shipping
At this time, we are unable to process orders from our US-Shop to ship to any destination outside of the United States (we do ship to Alaska, Hawaii and Puerto Rico). We do not ship to Guam, Marshall Islands, Virgin Islands or Samoa.
At this time we are unable to process orders shipping to PO Boxes, and APO/FPO addresses. We request a street name for our deliveries to ensure that our product is received within the time limits we have established for the product to arrive at your door in pristine condition. We apologize for any inconvenience this may cause.
Loacker USA integrates with a third party tax service, which maintains tax rules for your state or jurisdiction, in order to determine the taxability of items in your cart at checkout. Please note that some jurisdictions also charge tax on shipping. Loacker USA does not process tax exempt purchases. If you have tax exempt status and make a purchase through this site, you will be responsible for submitting a "Right to Refund or Credit for Sales Tax" form to your respective state.
We currently offer the following payment options: paypal, Visa, Mastercard, American Express, Discover.
As soon as your order shipped, we will send you an e-mail to the referenced e-mail address, which includes the tracking link of your order.
All our orders ship from Memphis, TN. You have the possibility to chose between the following services during the checkout process: UPS Ground, UPS Second Day, UPS Next Day.
As long as your order hasn’t been packed and didn’t ship yet, we might be able to still make changes to it. Please contact us via our contact form at www.loackerusa.com/contact-us and we may be able to assist you.
Due to the perishable nature of our products we cannot accept returns. If you are not completely satisfied with the condition of your order upon arrival, please contact Loacker’s Customer Service Team through this form [insert link] within fourteen (14) days after you receive the order. Please provide detailed information and photograph(s) of any issue(s) you may have experienced with your order.
Once your complaint form has been received and processed, if our Customer Service Team can confirm the alleged defect based on the information and materials in your complaint form, Loacker will issue a refund based on the original payment method used for the purchase. For items given or received as a gift, Loacker is only able to issue a refund to the payment method used by the purchaser. The refund amount will include the purchase price of the returned product and any associated sales tax. Unless prohibited by law, any shipping and handling charges paid for the original purchase will not be refunded.
Loacker cannot be responsible for orders returned to us due to invalid addresses, or non-adherence to our shipping policies, as set forth below.
Ingredients & Nutrition
We take great care to ensure that no added colors, artificial flavorings or preservatives are used in our products. We only choose high quality ingredients such as 100% Italian hazelnuts, authentic Madagascar vanilla, Alpine milk from small farms, sustainably farmed cocoa, essential oils derived
Alpine milk is regular cow milk that comes from cows that graze in the high Alpine meadows of Europe. Here the cows spend most of the year (apart from the cold winter months) on the pastures and feed on fresh grass.
Our relationship with the territory is important and significant to us. That's why we collaborate with small dairies, where farmers from the Alpine region pay attention to the controls and the production of milk, passing down from generation to generation an ancient tradition of high-quality farming.
We do not use any palm oil in our wafer and chocolate specialties. We exclusively use genuine coconut oil. It is flavorless, allowing to fully penetrate our ingredient's natural flavors and hence creating our unique Loacker flavor. Moreover, coconut oil boasts an ideal melting point and provides our creams with their irresistible, delicate smoothness.
We currently do not offer a gluten free product range since this would not only require us to change our traditional family recipes that were handed down by generations but also to acquire new production facilities in order to guarantee no cross contamination. However, we are aware of changing nutrition habits and are carefully evaluating alternative recipes for a separate product range that still meet our Loacker standards in terms of taste and quality.
We currently do not offer a sugar free free product range since this would require us to change our traditional family recipes that were handed down by generations and loved by so many. However, we are aware of changing nutrition habits and are working on alternative recipes that still meet our Loacker standards in terms of taste and quality.
Our wafer and chocolate specialties are not vegan, since they contain high quality Alpine milk. However, we are aware of changing nutrition habits and that some people choose to not eating food derived from animal products. That's why we are carefully evaluating alternative recipes that allow us to adapt to those changing nutrition habits but at the same time living up to our promise of Pure Goodness and maintaining our unrivalled Loacker taste.
Every single Loacker product is produced in Unterinn/Auna di Sotto, Italy or in Heinfels, Austria, a small village just a short drive from the Italian border. We firmly believe that the location impacts the quality and taste of our wafer cookies, that's why both our bakeries are nestled in the beautiful Dolomites, surrounded by unspoiled nature on 1,000 meters (over 3,200 feet) above sea level where the air is crisp and the water is pure.
At Loacker we pride ourselves to only use one recipe worldwide. So wheter you are in Italy or in the United States, you will always get the same Loacker product with the same unique Loacker taste.