What if my order is returned to sender?
If we ship a gift basket and then it's returned to us for any reason. Unfortunately, FEDEX, UPS and USPS charges us a flat $25 fee to return the package, which we must in turn charge you. We also will charge you a return to stock fee of 60% of the cost of the gift if you do not pay to reship your Gift. We will not return any Shipping cost nor any customization cost paid. Once a package left the building there very little we can do.
What if we get an incorrect or incomplete address?
If we ship a gift basket to an incorrect address then it will be returned to us. Unfortunately, FEDEX, UPS and USPS charges us a flat $25 fee to return the package, which we must in turn charge you. Once a package with an incorrect or incomplete address has left the building there is little we can do. On occasion we can reroute a package to the proper address for a fee of $25 but this is not always successful. Either way the package will be returned to us and must be sent back out for delivery. FedEx does not always call us to tell us that there is a problem delivering the package and we often do not find out there is a problem until the package is returned. In these rare instances, we ask for your patience and promise in return to do everything in our power to make sure your gift basket arrives in perfect condition and as soon as humanly possible.
Are your delivery times guaranteed?
Yes! Shipments are guaranteed for Ground, upgrade to 2 Day or Overnight. The time starts once your order is received at the Shipping Faculty. Please know that if the recipient is not home and was unable to deliver the package or the office/apartment/condo building door does not allow access, this does not qualify as missing the delivery. Also, circumstances beyond our control, such as severe weather, natural disasters and so forth void the delivery guarantee. We run over 99% on time so trouble with shipping is a very infrequent event.
What if the gift is going to a hospital?
If a gift is being shipped to a hospital for a patient, it is delivered to a receiving area. From there, the hospital staff brings the package to a patient’s room. This process could delay the package from being delivered to a recipient for several hours and, depending on the time of day that it is initially delivered, the package might not get to the recipient until the next day. This process is to ensure the safety and privacy of the patients in the hospital. Please note: If you select your gift to be delivered on the weekend, its delivery can be delayed by this process.
What if the gift is going to a college?
If a gift is being shipped to a college, the package is most often delivered to the Campus Mail Room. This occurs even when an exact address, complete with door number, is on a package. This is a security measure most colleges put in place to ensure the safety of their students. Please note: If you select your gift to be delivered on the weekend, its delivery can be delayed by this process.
What if the gift is going to a business?
If a gift is being shipped to a business, FedEx and USPS will deliver the package to the designated area where they deliver all other packages to the company. This may be a receiving area, a welcome desk, or an administrative desk. Many companies do not allow the delivery drivers to enter an office in pursuit of a recipient, so once the package has been signed for, it is the companies’ responsibility to make sure the gift reaches the correct person.
Do recipients have to be present to receive their packages?
For Wine Gift Baskets and all other gifts that contain alcohol, yes, and a 21+ signature is required! This policy is non-negotiable; we will “Not” bend this rule. For everything else, it is up to the discretion of the individual FedEx delivery driver. If they feel the package can be safely left then FEDEX are instructed to do so, that way the recipient will receive their gift on the day it was intended. If they cannot leave the package in a secure location (door man building) the driver will have to come back later, and very often it is on the next day.
How do we pack your gift baskets?
All our Gift Baskets are fully arranged with a hand designed gorgeous bow. We do not lay our products at the bottom of the container and seal it for the receiver to put it together. We safely and securely pack all gifts. Your gift will NEVER arrive with popcorn in the shipping box and will be out of the box in seconds.
Summer Shipping
During the summer months it becomes necessary to ship chocolate gift baskets with ice packs to ensure they arrive in nothing less than pristine condition. They must also be shipped via upgraded 1 or 2 day express and cannot be shipped over the weekend. We do this to make sure that your gift basket is perfect when it arrives.
Substitution Policy
For a variety of reasons, we will occasionally run out of a specific item. While this does not occur often, we reserve the right to substitute the unavailable item for a different one of equal or greater value.
Gift Certificate Policy
This is a great way to purchase a Gift from us and allowing the receiver to pick the Gift they like. Also, an awesome gift for raffles, rewards, and competitions. The certificate is emailed directly to the receiver. Please note, the certificates are non-refundable and have a two (2) month timeline to use.
Return Policy
If a shelf-stable item purchase is returned to us new and in original packaging within 3 days of delivery, we will offer a store credit for your order total and less our costs for shipping and handling each way. However, please be mindful of the following details regarding returns:
Return Policy for Cancelled Orders
An order cannot be cancelled once it has been shipped. If you decide to cancel after shipment, our standard return policy applies.
Return Policy for Free Shipping Items
For items that shipped for free, our shipping costs will be deducted from your store credit.
Return Policy for Perishable Items
If a perishable item is returned to us marked as “undeliverable” we cannot offer a store credit. Unfortunately, unlike items that have a longer shelf life, items that are perishable are unable to be resold after they are sent back to us. When this situation occurs, we do offer customers a 10% discount on a replacement order.
Return Policy for Chocolate Dipped Products
If you are not completely satisfied with your purchase, give us a call and we will happily replace your order free of charge. Please note that we cannot be responsible for delivery address errors or unforeseen national situations or weather that cause delayed arrival/spoilage or incorrect handling/storage of the product after delivery.
Return Policy for Damaged Products
If a product arrives damaged or with items missing, please notify us within 2 days of delivery. We would be happy to send you a replacement as soon as possible. The damaged gift will be returned at your expense. Please keep in mind that missing items may have been substituted. If your package arrives broke and leakages are visible, please take a photo of the unopen box in the condition it arrived and if you choose to open it at your discretion, please be careful of the broken items inside. Please note, you will be opening the box at “your own risk” for we properly packed your gift and did not ship your gift in a damaged condition and not liable for any accidents that may occur. This rarely occurs for we have a 99% trouble free with shipping.
Cancellation Policy
We will gladly cancel your order upon request no more than 4 hours after the order is placed and prior to shipment, however we will charge you a 10% fee. After 4 hours have expired, your order will be consider shipped.
Substitution Policy
For a variety of reasons, we will occasionally run out of a specific item. While this situation does not occur often, we reserve the right to substitute an item of equal or greater value in our product.
To return an item or order, please contact a member of our Customer Service Team at 540-693-7601.