Refund, Replacement & Delivery Issue Policy

Overview

We take care in preparing and delivering orders so they arrive in appropriate condition and presentation. This policy explains how damaged, missing, delayed, undeliverable, substituted, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, or credits may not be available.

Gift baskets may contain a mix of shelf-stable, perishable, seasonal, alcoholic, or specialty items depending on the product selected. Because many orders are prepared for a specific recipient and delivery date, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

• Perishable items: within 24 hours of delivery
• Non-perishable items: within 5 days of delivery

Clear photos of the damaged item or items and the original packaging are required so customer service can properly assess the issue. Once the required information is received, customer service will review the claim and respond within 24–48 hours.

Where appropriate, customer service may offer a replacement, store credit, refund, or other resolution based on the order condition, delivery outcome, product type, and supporting documentation.

Refund Eligibility

Refunds, replacements, or credits may not be available in the following situations:

• Perishable items affected by delivery delays caused by incorrect information, recipient unavailability, failed access, or circumstances outside our control
• Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and support successful delivery
• Customized or personalized items
• Change of mind after an order has been placed
• Personal taste or preference
• Substitutions made in accordance with our substitution standards
• Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, refused delivery, restricted access, or failed age verification where applicable
• Orders marked as delivered where proof of delivery has been obtained
• Delays or delivery issues caused by weather, traffic, carrier disruptions, building access limitations, security procedures, public emergencies, or other circumstances beyond our control

Substitutions made in accordance with our substitution standards are not considered defects when the overall intent, value, and presentation of the gift basket are maintained.

Returns

Orders are prepared specifically for each customer and many items cannot be reused or resold. As a result:

• Perishable items cannot be returned
• Opened, used, or partially consumed items cannot be returned
• Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
• Customized, personalized, seasonal, alcoholic, or restricted items may not be eligible for return

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense.

• Re-delivery or re-shipping fees depend on the product type, destination, delivery method, and timing
• Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
• Re-delivery is not guaranteed and depends on product condition, delivery availability, and applicable delivery requirements

Office, Government Building, and Managed Property Deliveries

For offices, government buildings, institutions, apartments, hotels, condominiums, gated communities, hospitals, and managed properties, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, or other location accepted by the building or delivery carrier.

Once an order has been accepted by a building representative, reception area, mailroom, concierge, security desk, front desk, recipient, or other authorized receiving party, the order may be considered delivered.

Alcohol and Restricted Items

Some gift baskets or add-ons may include alcohol or restricted items where permitted by applicable law. Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, recipient availability, or local delivery restrictions.

Failed delivery due to age verification, recipient unavailability, refusal, restricted access, or local delivery requirements may not be eligible for refund, replacement, or credit.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, correction, cancellation, or other update is needed.

• Once an order has shipped, address changes or cancellations are no longer possible
• Changes cannot be guaranteed once preparation, fulfillment, or delivery coordination has begun
• During peak periods or holidays, additional notice may be required and changes may not be available

Events Beyond Our Control

We are not responsible for refunds, replacements, or credits related to delays, non-delivery, failed delivery attempts, or service interruptions caused by circumstances beyond our control. These may include, but are not limited to, weather events, traffic conditions, carrier disruptions, labor issues, building access restrictions, security procedures, public emergencies, incorrect delivery information, recipient unavailability, or other events outside our control.

Customers are responsible for providing complete and accurate delivery information at all times.

Questions or Support

For assistance with an order, please contact customer service through the contact methods listed on this website. Additional delivery-related questions may also be answered on our FAQ page.