Policies and Procedures
Order related communications:
- Order related emails are sent to the email address entered while placing the order.
- Our customers can expect to receive following emails during order cycle.
As soon as the order is created an automated confirmation email is sent.
Processing / Delivery Confirmation
Support personnel may send one of this kind of email when your order status is updated.
This email has an unsubscribe link if you wish to not receive annual reminder.
- Changes to an order can easily accommodated while the order is in pending status. In order to make sure requested changes are documented appropriately in your order, changes to the order should be communicated via email, contact form, chat or SMS message. At the moment we are unable to manage orders or changes to order over the phone.
- If you think you are not receiving these emails:
- Check to make sure the emails are not trapped in your spam or trash folder
- Send us an email to notify of the issue along with the email address where you are expecting to receive the communications.
Recipient Contact Policy :
We ask our customers to provide most accurate contact number for the recipient that the delivery courier can use in case he/she has trouble locating the address at the time of the delivery. The only thing that goes with the delivery is the card message. An invoice or any other order information is not transmitted with the delivery. In absence of card message we'll include sender's name in the card message.
- Balloons are inflated and prepared on the day of the delivery. Float time for latex balloons is limited to 12 to 24 hours. A Foil/Mylar balloons can float up to 5 to 7 days.
- If an add-on balloon(s) is missed, the missing balloon(s) will be refunded
- Many hospitals do not allow latex balloons as latex is an allergen; in such situations, the hospital or the courier may discard the latex balloons and deliver the arrangement and the gift message.
Delivery Date Policy :
We've systems in place to deliver the product on the selected delivery date, though there are times when selected delivery date cannot be met.
- In the event we identify that the item cannot arrive on the selected delivery date; we'll do one of the following:
- In case the delivery is related to birthday or anniversary, we'll reach out to you to let you know of the alternate delivery date and we'll keep the order on "Hold" while we wait for your confirmation. You may choose to confirm the alternate delivery date or ask us to cancel the order.
- In case the delivery is related to any other occasion viz. Get Well, Thank You, Congratulations, Valentine's Day, Mother's Day, Father's Day, Christmas etc and the delay is no more than 2 business days we'll notify you of the new delivery date and continue with the delivery as per the new delivery date.
* You can always let us know your preference in advance and we should be able to make or hold the delivery as per your instructions.
We back our customer’s satisfaction 100%. If it is determined that you are not 100% satisfied through circumstances directly related to our production and fulfillment process, we can either replace or refund the item in part or in its entirety depending upon the situation. There are a few steps that should be taken before we can issue any sort of compensation:
- Claim must be made within 2 days of receiving the gift. Please include a picture of the item along with a detailed description for our quality team to review.
- Item should be returned within 7 days.
- Ensure the packaging is intact.
- If a reshipment is necessary, please advise us of the replacement delivery date, and any changes to the card message or delivery address.
- We cannot replace or refund any orders that include the following:
- Incorrectly submitted delivery information
- Delayed delivery due to recipient unavailable to sign for the package when a signature is necessary.
- Diminished product quality due to recipient not available at time of delivery (e.g. fruit or cheese or cake or balloons was left on porch all day).
- Delivery to a hospital, company, college dormitory etc., where the package was delivered to the facility on the scheduled date but the internal delivery service failed to notify or deliver it to the recipient.
- Delivery to the correct address but it is later found out that the recipient had moved / discharged / checked-out / left the facility.
- If a submitted delivery address is incorrect, all guarantees on delivery, service, and product quality are invalid, and a replacement or refund is not available.
- Recipient's last name does not match the records of the facility where the delivery is made [e.g. Order sent using maiden name at the hospital and the recipient is registered with a different name. ]
- Recipient's phone number is missing, incorrect or incomplete.
Other Shipping Issues:
- The incorrect product was shipped – We will resend the correct product.
- Missing items – We will refund the cost of the item
- An item was non-satisfactory – If a non-satisfactory item is received, we will resend the appropriate item packaged as a gift or refund the cost of the item. Please send a picture of the dis-satisfactory item along with a detailed description of the issue.
- Non-delivery - In case of discrepancy with the delivery or non-delivery, we'll redeliver or refund the item or the order. Please notify us of the issue within 5 days from the delivery date.
In order to ship your items on-time and provide the best possible customer experience, it is sometimes necessary to substitute one like product for another providing the substituted product is of equal or greater value.
Upon notification that a shipment has been returned, we will refund the cost of the item, less a $15 restocking fee. Shipping charges cannot be refunded if an item is returned due to an incorrectly submitted delivery address or nobody being home to sign for the package. However, if it is determined that the package was returned because of a mistake on our side, shipping may be refunded and the restocking fee will not apply. Customer will be responsible for any additional shipping costs related to incorrect customer provided information.
- Cancellation Policy for individually created items such as Flowers, Balloons, Cakes etc. - Many of our items are individually created for your specific order and often personalized for the recipient. Orders with these items can still be canceled while it is not processed and is in pending status. Once we place the order in "processing" status the designer have started preparing your order and we are unable to cancel the order at this point. If it still need to be canceled, you can notify us and we can cancel the order to refund the delivery fees if the item is not sent out for delivery yet.
- Cancellation Policy for Stock Items such as Gift Baskets, Candy Bouquets, Perfumes etc. - In the event a you wants to cancel a gift basket or candy bouquet order, please contact us and we will do our best to stop your order from getting on the carrier vehicle. Unfortunately no guarantees can be given when trying to cancel shipments. If we are unable to cancel an order due to it already being picked up by the carrier and you would still like us to contact the carrier to have the order returned, the same policy applies under the “Returned Merchandise” policy.
Shipping Cheese and Fresh Fruit:
All Gourmet Perishable Cheeses & Meats require additional non-toxic refrigerant gel packs and insulated shipping liners to guarantee their freshness upon arrival. To ensure this freshness, all orders will only ship Monday thru Wednesday excluding Holidays. All orders received before 1 PM Monday thru Wednesday will ship the same day. All orders received after 1 PM will ship the following business day Monday thru Wednesday excluding Holidays.
In the event a delivery need to be rerouted, please provide us with your order number, the old address, and the new address the delivery should be rerouted to. We will contact the carrier and advise if this is possible given the current status. A $15 reroute fee applies to all rerouted orders. The customer will be responsible if there are any additional fees in excess of the reroute fee.
In the event an order has been processed with an incorrect address, we will make every effort to make the changes needed before the item leaves. If the order has left our facility, we will contact the carrier and advise if this is possible given the package’s current status. A carrier imposed $15 address correction fee applies to all address corrections that require a carrier’s assistance. The customer will be responsible if there are any additional fees in excess of the address correction fee.
Shipping Chocolate During Summer Months:
Because temperatures rise and vary across the country, we may choose not to ship over the weekend in order to ensure premium quality upon arrival. For this reason, we cannot guarantee Monday deliveries. Designs that contain small portions of chocolate may be substituted with a non-chocolate item. Baskets containing ALL chocolate contents will be shipped designed using insulated liners and gel packs to handle the temperatures, with an additional cost of $7.50.