FREQUENTLY ASKED QUESTIONS

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CUSTOMIZATIONS

CAN I COMPLETELY CUSTOMIZE MY ORDER ?


One of the most outstanding aspects of our business compared to others in the industry is that you can completely customize almost any product we sell! We offer thousands of items and products upgrades and add-ons!  You can also add items to any one of our pre-existing packages simply by selecting "Which Items Would You Like to Add?” and then following the prompts as they populate. 




CAN I CREATE A COMPLETELY CUSTOMIZED PRODUCT ?


Our completely custom products are essentially created from scratch and begin at $0, with the price increasing as you add more items.  Due to the large variety of items that we carry, it is impossible for us to list them all underneath the "custom" options, but once you indicate the type of product you're interested in (such as cookies, chips), you can build your product based on both your preferences and which items would look best. The result will be the exact product that you would like!




CAN YOU ADD OUR BRANDING OR GREETING CARDS ?


For special events or corporate orders, our products can be customized with specific colours or branded items. To have these items included, the branded items must be delivered to our facilities two or three business days (RUSH ORDERS WELCOME ) in advance. If you would like to add a greeting card that you have signed, similar rules apply. For more information about the products we carry, please contact our Customer Service Department by calling, emailing or chat.




CAN I ADD FRUIT, CHEESE, CAKES & FLOWERS TO MY ORDER ?


Yes, these items can be added to most orders. We do recommend shipping perishable items using same day or next delivery services as these deliveries might need to be left outside and exposed to elements that are beyond our control, such as weather and live animals. 





ORDERING INFORMATION

CAN I PLACE MY ORDER BY TELEPHONE, CHAT OR EMAIL ?


You can always place an order by telephone, email or by chat. All of these means of communication are secure.




DO YOU SEND AN ORDER CONFIRMATION ?


Yes. If you provide your correct email address when placing an order, we will send you a message via email confirming your order within minutes of your order being placed




WHAT ARE YOUR ONLINE ORDERING HOURS?


Our online ordering system (i.e. our website) is available 24 hours a day, 7 days a week and 365 days a year. Most orders will be confirmed within minutes of being is placed.




CAN I PLACE AN ORDER IF I AM NOT IN CANADA ?


Although our warehouses are in Toronto, you can place an order from virtually anywhere in the world using your preferred delivery method. You can place an order online via the website, via chat or email or give us a call! You can call our customer service department between the hours of 9:00 am – 11:59 pm EST, 7 days a week. The customer service department can also answer any questions you might have about the services we provide prior to placing an order.




WHAT FORMS OF PAYMENT DO YOU ACCEPT ?


We accept all major credit cards as payment including Visa, MasterCard and American Express. When placing an order online, you also have the option to pay via PayPal with or without signing into an active PayPal account. Although our website does not always accept all Visa Debit Cards as payment, you can use PayPal to pay via Visa Debit instead by clicking the "Pay with Debit or Credit Card" link after selecting the PayPal option upon checkout.
Our online POS system utilizes state of the art data encryption technology to ensure that your credit information is never viewed by or shared with unauthorized personnel. However, if you do not feel comfortable entering your credit card information online, you are welcome to call our customer service department and have a representative place the order for you.




DO YOU REQUIRE THE RECIPIENT’S PHONE NUMBER ?


When placing an order, we kindly ask that all customers provide us with a working, local phone number for the recipient in case of delivery issues. It is not uncommon for recipients to be away from home/out of office at the time that an initial delivery is attempted, and having a valid contact number is beneficial when it comes to informing them as to the whereabouts of their package if, for example, the package was left on their front porch, with the front desk/concierge or with a neighbor in their absence. We understand that some packages are intended to be surprises; please be assured that we will only phone the recipient if it is absolutely necessary. If for any reason the delivery cannot be made, the driver or service provider will contact the recipient in an attempt to salvage the delivery and/or make alternative arrangements (although sometimes it is inevitable for a package to be returned to our warehouse, at which point subsequent re-delivery charges may be incurred).




WHAT ELSE DO I NEED TO KNOW ABOUT ORDERING ONLINE ?


Once you have made your product choices, you will be required to input a greeting card message, delivery information as well as your billing address and credit card information. Please review this information to ensure that it is correct and complete; all fields must be filled in. If you do not supply complete information or if we encounter a problem with your order, we will be in contact with you. Please respond to our phone calls and/or e-mails as soon as possible to avoid further delivery delays.




HOW FAR IN ADVANCE DO I NEED TO PLACE AN ORDER ?


There is no such thing as "too early" when you are ordering. Orders can be placed as far in advance as you'd like; many of our customers prefer to place their orders for upcoming holidays, events and special occasions well in advance so that they don't forget to send their loved ones something special on their special day. If you do place an order in advance, don't forget to specify your preferred delivery date under "When Would You Like Delivery?". Also remember that our ability to fulfill orders according to these delivery dates is entirely dependent on the delivery/shipping method you select upon checkout.




CAN YOU HOLD MY ORDER AND SHIP IT LATER ?


Online orders and orders placed with our customer service representatives by phone, email or chat can be held for later shipment. If you order online, you can select a future delivery date. If you order by email, phone or chat, please indicate the preferred delivery date. If you want to change the delivery date after an order has been placed, please send us a quick email or chat and we will be happy to complete your order with a new delivery date.




CAN I ADD A PERSONAL MESSAGE AND GREETING CARD TO MY ORDER? IS IT FREE ?


Yes, all customers have the option to add a free personal greeting card message and receive a free greeting card. While placing your order online, simply type your note on page of the product from the "Message (Don't let you generosity go unnoticed, personalize your card message here) If you realize you've forgotten to write a greeting card message after you have placed your order, don't worry! Simply e-mail or chat us the message you'd like to include (you can always reply directly to your order confirmation/receipt), and we'll do our best to update it for you. While greeting card messages aren't mandatory, we do encourage customers to write them because they are a quick and easy way of making sure recipient knows who the package is from. If you'd prefer to provide us with your own physical card, please contact us prior to placing the order so that we can make the proper arrangements. All physical cards must be mailed to our warehouse and arrive no later than three business days prior to the date on which the basket is scheduled to be dispatched from our facilities; we will not be held accountable for cards that are delayed/lost in transit.





GENERAL QUESTIONS

WHICH PRODUCTS ARE AVAILABLE ONLINE ?


A full range of our products are available online including many of upgrades and add-ons.




WHAT CURRENCY IS USED ON YOUR WEBSITE ?


All prices are in the currency of your country if your location can be determined.





SUBSTITUTIONS & OUT OF STOCK PRODUCTS

WHAT HAPPENS IF A PRODUCT OR ITEM IS OUT OF STOCK OR DISCONTINUED ?


WE ALWAYS CALL YOU FIRST! From time to time, substitutions may be necessary to fill an order in a timely manner. Some of the items on our website may be backordered, discontinued or out-of-stock for a variety of reasons -- most of which are beyond our control. In these circumstances, we will substitute items of equal or greater value in all cases. We reserve the right to substitute any item with an item of equal or greater value. Doing this, will ensure that your order will be delivered on a timely basis and a special event is not missed. Please understand that the utmost care and attention is given to your order to ensure that it is as similar as possible to the one requested.




WILL THE PRODUCT I HAVE ORDERED LOOK EXACTLY LIKE THE ONE ON THE WEBSITE ?


When you place an order with us, you can expect the order to be delivered with either the exact same or similar contents to what are detailed in the product description and/or depicted in the photograph of our website. As per our substitution policy, minor substitutions are sometimes necessary and do occur from time to time, but we will always substitute products with similar items that are either equal to or greater than the original in value, while taking utmost care to ensure that your purchase retains its original theme and aesthetic.
If you upgrade your order or add additional items such as flowers/bouquets, fruits and balloons, the product we send will appear different as additional items have been added. We will always try to stay true to the theme of the event or product you have purchased.




HOW QUICKLY SHOULD THE GOURMET FOODS IN MY DELIVERY BE EATEN ?


Gourmet food will be best if eaten before the best-before date or slightly thereafter. Many items will last much longer than the best-before date but quality may decrease. Please call, email or chat with us if you have a question about a specific item. Also remember, best-before dates are not expiry dates. Many products are perfectly fine to eat long after the best-before date.




WHAT IS YOUR SUBSTITUTION POLICY ?


Substitutions are very common in the food & gifting industry – everyone has them as they are a necessary way to have products delivery on time. Our substitution policy is a clause that explains our need to occasionally substitute some of our product's items in order to fulfill orders in a timely manner - such as when an item is low in stock, unavailable or on back order from our suppliers. Under these rare circumstances, we will replace said item(s) with a similar product of equal or greater value at no additional cost to the customer, sender or recipient. Ideally, we would like to be able to inform customers of all substitutions ahead of time before a package is dispatched from our warehouse, but this isn't always possible due to the high volume of orders that we receive on an ongoing basis and/or the short time frames between ordering and delivery.





PERISHABLE ITEMS

SHIPPING FRESH FRUIT, CAKES & BAKED GOODS, FLOWERS, FRESH CHEESE, CHOCOLATE DIPPED STRAWBERRIES & OTHER PERISHABLES


Chocolate-dipped strawberries, cheeses, fruits, baked goods and flowers are considered perishable items and therefore must be shipped on an expedited basis to maintain freshness. When ordering perishable items, we highly recommend that customers choose the fastest shipping method available during checkout (same-day, next-day, overnight); we also include a similar advisory in the product details of most of our perishable and custom baskets. In the event that a customer opts to ship perishable items using a shipping method that requires longer than the recommended one business days' transit, we may replace the perishable items with non-perishable alternatives to ensure that the order arrives in good condition; for example, substituting fresh cheeses with dips, spreads or jams, chocolate-dipped strawberries with chocolate truffles or chocolate bars, cakes with brownies/cookies, etc). Similar adjustments may be made if we are required to ship an order over the course of a weekend/public holiday, or if we anticipate potential delays due to high volumes, weather, etc. In the event that a customer proceeds to order perishable items using a ground shipping method, we can not guarantee the condition in which said items will arrive, and we trust that customers understand they are not entitled to refunds/replacements if such products are delivered damaged, melted or spoiled.





GENERAL DELIVERY QUESTIONS

WHERE DO YOU DELIVER TO ?


We deliver to GTA, Ajax, Pickering, Whitby, Oshawa, Mississauga, Brampton, Bolton, Halton Hill, Berie, Berlington, Brandford, Bradford, Newmarket, Aurora, Richmond Hill, King City, Scarborough, Markham, Etobicoke,Toronto, North York, Stouffvile, Woodbridge, Milton If you dont see the citie that it would be your order ship to please call, email or char with us.




WHAT IF NO-ONE IS AT HOME FOR A DELIVERY ?


For Local Deliveries - If no one is at home when our driver attempts delivery, our driver will call the recipient to see where they can safely leave the package. If the driver cannot reach the recipient, they will leave a message (if possible) and the driver will leave the package at a safe place without obtaining a signature. If the package cannot be left safely and no one can accept the delivery, re-delivery will be necessary. A re-delivery charge may be required at an additional charge (typically $15-$20). We will try to avoid the re-delivery but will not leave a package in an unsafe place. We will arrange the re-delivery at the earliest possible time - often later in the day or the next day. The re-delivery charge will be charged to your VISA or Mastercard. If you have paid for your order by PayPal, we will not do the re-delivery until we have received the re-delivery fees.




HOW DO I TRACK MY ORDER ?


Your order can be tracked by sending a quick email or chat to us or by checking the tracking number that was sent to you by email when you placed the order. Also one of our customer service agent will inform you once your order is on the route and also once delivered.




WHAT INFORMATION IS INCLUDED WITH THE DELIVERY ?


When an order is delivered to the recipient, the only paperwork that is attached to the package would be the name and contact information of the sender (which are provided when a customer places an order online), a greeting card with message and our company's contact information. These documents are included to make sure the recipient knows who and where the package is from, and how to get in touch with them/us should they have any questions. Under no circumstances do we send details regarding the product's pricing or invoices to recipients. However, some packages, such as monthly/yearly subscriptions, include additional pamphlets that contain detailed information regarding the contents of certain packages for the recipient's enjoyment. If you would rather your identity remain anonymous after placing an order, please contact us directly to find out if we are able to accommodate your request. However, recipients do reserve the right to know the identify of whomever sends them a package, and often call us. If they call us, the sender’s information may be divulged to them.




DO YOU DELIVER TO HOSPITALS, HOTELS, FUNERAL HOMES AND RETIREMENT HOMES ?


Yes, we do deliver to hospitals, hotels, funeral homes and retirement homes. For deliveries to hospitals, please mention the name of the hospital, the recipient's room number and phone number of the hospital when placing an order online; we also ask that you verify that the recipient is not scheduled to be discharged from the hospital during the expected delivery time. For new and/or expectant mothers and patients critical care, receipt of floral arrangements and fruit baskets might not be accepted at the discretion of the hospital (this is rare); kindly telephone the hospital beforehand to enquire about their delivery policies as each facility abides by their own set of rules that are often out of our control.




DO YOU DELIVER TO POST OFFICE BOXES ?


Yes, we do! However. we strongly advise customers to provide full street addresses as well as P. O. (Post Office) Boxes whenever possible; the reason for this is that courier services are not always capable of delivering to P. O. Boxes despite their best efforts due to the size of our packages and the fact that most P. O. Boxes tend to be located in very rural areas. However, if a P. O. Box delivery is necessary, please provide us with the recipient's accurate contact information and we will do our best to make prior arrangements with a courier service who is equipped with the ability to deliver to a P. O. Box.





OUR CANADIAN DELIVERY SERVICES

OUR DELIVERY SERVICES – TO RECIPIENTS


Our Delivery Services – To Recipients We strive to deliver your order with excellent service, and flexibility every time. To that end, we offer our “Special Care Delivery Services”. We are pleased to offer Express Same Day Delivery Services in Toronto & the GTA (“Greater Toronto Area”). Your order will be delivered by experienced delivery service providers — locally! We process all orders within minutes of receipt of payment. Whether your order needs to get to its destination the same day, next morning, the next evening or in a week or two, we use a suite of delivery services to meet your needs. See the detail information below to learn more about each of our delivery services to find the one that's right for you.




OUR EXPRESS SERVICES – SAME DAY GUARANTEED


Our Express Guaranteed* Same Day Delivery Service to businesses by 5 pm and residences by 8 pm has an ordering deadline of 3 pm today. If you are eligible for this service, the option will appear checkout on our website checkout. When same day delivery is needed and getting a shipment there by end of day is soon enough, choose our Express same Day Delivery.




OUR REGULAR SAME DAY DELIVERY


Orders will be delivered between 9 a.m. and 6 p.m. for residential addresses, and between 9 a.m. and 5 p.m. for business addresses on the delivery day you specify. Our production facilities provide Same Day delivery to Greater Toronto, In the Same Day delivery areas, delivery is available by 5 p.m. to business addresses and by 6p.m. to residential addresses if you place your order before 3 p.m. local time the same day or earlier.




OUR MORNING DELIVERY


Orders will be delivered by 12 p.m. (noon) on the day you specify. Morning delivery orders must be placed by 4 p.m. on the day before requested delivery. If the order does not arrive by noon, the customer will be refunded the difference between morning and regular delivery.




OUR EVENING DELIVERY


Orders will be delivered between 6 p.m. and 10 p.m. on the day you specify.





SAME DAY DELIVERY SERVICES – GREATER TORONTO AREA & SUBURBS

SAME DAY DELIVERY SERVICES – GREATER TORONTO AREA


ame Day Delivery Services – Greater Toronto Area Our Same Day Deliveries Services are money-back guaranteed* hand delivery services. Our Same Day Delivery Services are provided by our drivers and authorized agents. When it’s important for a gift delivered to its destination today, use our Same Day Delivery Services. We offer a variety of delivery options, whether across the city or to one of the suburbs. And for greater convenience, we offer same day delivery 7 days a week, 365 days a year (we offer limited delivery on Statutory Holidays, Christmas Day and Boxing Day)




NEXT DAY HAND DELIVERY SERVICES


Our Next Day® Guaranteed* Hand Delivery Services to businesses by 5 pm and residences by 9 pm EST This delivery option is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City




SAME DAY HAND DELIVERY


When a gift needs to be delivered in the Greater Toronto Area today, choose Our Same Day Hand Delivery option which is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City. Our Same Day Guaranteed* Hand Delivery Services to businesses by 5 pm and residences by 9 pm has an ordering deadline of 3 am (EST) today.




ANY DAY HAND DELIVERY SERVICES


Our Any Day Guaranteed Hand Delivery Service allows you to pick the day you would like the delivery. With this service we delivery to businesses by 5 pm and residences by 9 pm is delivery option is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City




SAME EVENING DAY HAND DELIVERY SERVICES


Our Same Day Evening Guaranteed Hand Delivery Service should be selected if you want delivery between 5:30 and 9 pm today.When same day delivery is needed, but a recipient won't be home during the daytime, choose our Same Day Evening Guaranteed Hand Delivery This delivery option is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City




ANY DAY EVENING HAND DELIVERY SERVICES


Our Any Day Evening Guaranteed Hand Delivery Service should be selected if you want delivery on the date you picked between 5:30 and 9 pm. This delivery option is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City




NEXT MORNING HAND DELIVERY SERVICES


Our Next Day Morning Guaranteed Hand Delivery Service should be selected if you want next day hand delivery by noon. This delivery option is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City




ANY DAY MORNING HAND DELIVERY SERVICE


Our Any Day Morning Guaranteed Hand Delivery Service should be selected if you want delivery on the morning you picked. This delivery option is available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord, Downsview, Maple, Markham, Mississauga, Pickering, Rexdale, Richmond Hill, Thornhill, Vaughan, Weston, Woodbridge, Ajax, Whitby, Brooklyn, Oshawa, Aurora, Newmarket, Oakville, Burlington, Milton, Gormley, Whitchurch, Stouffville, Schomberg, Nobleton, Kleinberg and King City.




WEEKEND DELIVERIES


Great news! We deliver packages on Saturdays and Sundays in Toronto & the Greater Toronto Area (GTA)! We even offer Free Same Day Service on Saturdays and Sundays. Just place the order by 4PM and we will deliver your package the same day




GOURMET GIFT BASKET DELIVERY SERVICE AND ALCOHOL DELIVERY


The Alcohol and Gaming Commission of Ontario (AGCO) has issued Toronto Gourmet Gift Basket Delivery Service a licence to deliver beer, liquor, wine, and champagne on our behalf. To comply with these rules, our drivers are “Smart-Serve” certified – and we take this seriously! We will ensure that anyone who receives a gift basket Delivery Service is legally able to receive alcohol. Alcohol purchased should be for the personal consumption of the gift recipient and not for resale. If a gift recipient looks less than 25 years of age, we will require proof of age and a signature certifying that they are of age to purchase/receive alcohol.





REFUNDS, DAMAGES, CANCELLATIONS, CLAIMS, RETURNS

OUR GUARANTEE


We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and assembly is our priority. Our quality control department carefully inspects your order prior to shipment and our shipping department hand packages it with care. Our goal is to exceed your expectations and deliver your packages on time




DAMAGED ITEMS


Despite our best efforts to limit such occurrences by utilizing appropriate packaging and shipping procedures, there are instances in which products may arrive broken/defective due to being damaged or mishandled while in transit with a courier. Upon being notified, we will try our best to help all customers reach a an appropriate resolution as soon as possible. All concerns regarding damaged, defective and/or missing items must be submitted to customer service via email within five days of delivery (perishable items such as flowers and baked goods must be reported within 24 hours of delivery). If an item is delivered damaged, please have yourself or the recipient obtain photographs of the damaged item(s) and email them to customer service in order to initiate your claim. Customer service will review your situation and provide a suitable resolution within 24-48 hours which, if applicable, may include a replacement or store credit for the damaged product. Customers are not entitled to refunds for items that are damaged in transit with a courier. Failure to report such damages to customer service within a suitable timeframe and without supporting documentation (photos) may result in the claim being denied.




REFUNDS


Product Replacement Our products come fresh straight from supplier and are always come with in detailed packaging . If you received your order damaged; • Please take a photo of the product and email the photo, along with your name, order number, and the nature of the issue to info@butzigiftbaskets.com

• Quality complaints must be received within three (3) days following delivery, due to the perishable nature of our products.

• Once damage is confirmed, we will be happy to re-send a new product at our expense, or issue a store credit.

• To have your order refunded we will email you the free return label. Please email the label to your recipient and they will need to return the order to their nearest Purolator depot. Once the order has been returned to us, we will refund you. Please note package must be received back no later then three (3) days after label was created. Order Changes: • All changes and updates to your order should be done within one (1) hour of placing the order. Please double check all the information in your order when you place it. Changes and updates that are requested after this one (1) hour period are subject to a $10 administration fee. Unfortunately during peak holidays it is extremely difficult to make changes to an existing order. We will make every effort, but change requests are not guaranteed. Order Cancellations • It may be possible to cancel your order. Please be advised that a minimum $25.00 cancellation fees will apply. Unfortunately we cannot cancel orders that have been prepared or are already out with courier for delivery. Any and all orders placed during peak holidays (Valentine's Day, Mother's Day, Christmas ) are final.




RETURNS


We do not accept returns of damaged packages in any circumstances as most of the items that we sell are customized, gift wrapped or food items and cannot be resold. However, we will replace the damaged items in a package if the damage was caused by delivery couirer




SERVICE GUARANTEES – DELAYS


If we deliver a package with a service guarantee after the applicable guaranteed delivery time, we will, upon request by the sender, issue the sender a refund or credit (at our option) in respect of the delivery. We will (at our sole option) refund or credit a sender, upon request, an amount equal to the difference between (a) the delivery fees paid by the sender and (b) the delivery fees that would apply to the delivery service that was actually received. If we cannot deliver a package with a service guarantee on the applicable guaranteed delivery day, delivery will take place by end of day on the business day specified by us. The following limitations apply to guaranteed deliveries:
(i) The delay must not be caused by some event beyond our control, including but not limited to, those items described in “Our Liability – Events Beyond Our Control”.
(ii) The delivery must not be left in a “Drop Box” after the posted pickup time; must not require pickup after local cut-off times; and must not be tendered to us after local cut-off times.
(iii) The service guarantee may be suspended, modified or revoked at our sole discretion.
(iv) The service guarantee will not apply to the following deliveries:
a) Deliveries originating from or destined to points deemed by us to be remote, where such points are not serviced directly by our couriers;
b ) Undeliverable or returned deliveries; For details about the applicable geographic and other service limitations as may be determined by us from time to time, please contact our customer service representatives




REFUNDS FOR OUR SERVICE GUARANTEES


To obtain a refund or credit where applicable in accordance with our service guarantee(s), customers should call the telephone number on their invoice or contact our customer service representatives by chat or email and be ready to provide their order number. We must receive a request for refund or credit in respect of a delivery to which a delivery service guarantee applies within five calendar days after the order was delivered or scheduled to be delivered. We reserve the right, at our sole discretion, to refuse a request for a refund or credit of delivery charges for any delivery, when such request is made by any party other than the payer of the delivery charges




EVENTS BEYOND OUR CONTROL


We are under no obligation to refund or credit a customer for any delivery charges, or for any loss, damage, delay, non-delivery, mis-delivery or failure to perform, caused by events beyond our control, including, but not limited to, any act, default or omission of the sender/customer, recipient or any party having an interest in the delivery, defects or inherent vice in the delivery, acts of God, perils of the air, weather conditions, mechanical delays, disruptions in air or ground transportation networks, acts of public enemies, public health crises, quarantine, war, strikes or other labor disruptions (of any entity including vendors, suppliers or customers), terrorism, riots or civil commotion, acts of public authorities (including customs or health officials) with actual or apparent authority, customs clearance delays, import/export documentation deficiencies or deliveries requiring extraordinary handling, documentation or routing





OUR SPECIAL SERVICES & ADMINISTRATIVE CHARGES

ADDRESS CORRECTION


An additional $10 charge may be applied per piece where the recipient’s address is incorrect, incomplete or illegible. Additional redelivery charges may also apply




HOLD FOR PICKUP


Where a recipient is not available to accept a delivery attempt by one of couriers, the delivery may be held at an authorized location for in-person pickup. Deliveries held for pickup will be held at the authorized location up to five business days. If the recipient fails to pick up the delivery during this time, the package will be returned to our warehouse at the customer’s expense. In such circumstances, the customer will not be entitled to any refunds as the items are not able to be resold.




PROOF OF DELIVERY


Unless otherwise specified, we will automatically provide an electronic proof of delivery, where available, to customers at no extra charge. A $25 charge will be applied if a customer requests, and is provided with, a hard copy proof of delivery




REMOTE DELIVERIES


An additional charge will be applied where the recipient’s location is deemed to be remote or is not serviced directly by us. Please contact us for details




REDELIVERY FEES


An additional charge will be applied to any delivery that is required to be redelivered where our driver, through no fault of his/her own, was unable to complete delivery on the first attempt. This charge (generally $15-$20) will be applied for each subsequent delivery attempt




REDIRECTING SAME DAY DELIVERIES IN TRANSIT


Same Day orders are considered “dispatched” after being entered into the dispatch system and after a confirmation number has been provided. If a Same Day order is redirected after being dispatched: 1. If redirection is before pickup, orders will be charged the full delivery charge for the new destination only, inclusive of all taxes and additional charges; 2. If redirection is after pickup, orders will be charged the full delivery charge for the first destination, plus the full delivery charge for the new destination, inclusive of all taxes and additional charges




UNDELIVERABLE PACKAGES


If a package is undeliverable, we will take ownership of the package and such package may be disposed of at our sole discretion. The purchaser is not entitled to a refund in such circumstances as the items cannot be resold





HOW ARE WE HANDLING COVID-19?

HOW ARE WE HANDLING COVID-19?


We're still delivering as normal, despite the current health crisis surrounding the COVID-19 pandemic. Thus far, scheduling interruptions and delays directly resulting from the pandemic – although existent, as to be expected due to high volumes as more customers turn towards online purchasing – have remained relatively minimal, affecting a comparatively few number of orders, destinations and shipments. However, as always, the health and safety of our customers and employees remains our highest priority, therefore we are taking several additional precautions to do as much as we possibly can to limit transmission of the virus during these unprecedented times: Like many delivery services, our drivers and courier partners are practicing contact-free delivery by not obtaining digital signatures, until further notice. If a signature is obtained during delivery, please understand that this is an exception and not the current norm If the intended recipient is not home/doesn't answer the door, our local drivers will try to contact the recipient before leaving an order at their front door whenever possible, if a valid phone number is provided
Third-party couriers such as Canada Post, Canpar, FedEx and UPS follow their own unique measures and protocols, but typically follow similar procedures where-in close contact with recipients is avoided as much as possible. Such measures include but are not limited to: Leaving the package at the front door without obtaining a signature Forwarding the package to a pick up facility, from where it can be retrieved at the recipient's earliest convenience Returning the package to the sender/warehouse Several businesses have been closed temporarily or permanently due to the pandemic. Prior to placing an order, we strongly advise you to confirm that the business is still operational/accepting packages in order to ensure successful deliveries
We're proud to be practicing the all-important social distancing. In addition to rigid cleaning and disinfecting procedures, our warehouse/shipping facility is a closed building inaccessible to the public, and working with a skeleton staff until further notice. Most of our clerical and customer service staff are working remotely, which may potentially result in slightly longer – but no less effective – response times
Health officials and the World Health Organization maintain that the likelihood of COVID-19 contaminating cardboard and other packaging materials is minimal. However, feel free to disinfect shipments and/or use protective apparel when handling/accepting packages to further reduce risk of transmission Due to the pandemic, delays varying in duration are to be expected, and we trust that any customer making an online purchase during these times – from our store or otherwise – possesses insight to at least acknowledge the possibility of delays, prior to completing a purchase; refunds may not be granted should a customer request that an order be cancelled as a result of delays and/or other COVID-19 concerns, but we'll try our best to work with you towards reaching a suitable resolution or alternative