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Frequently Asked Questions

How do you package your products?

When you elect to pick up your order, we enclose the custom printed gift box in a length of kraft paper. We make a note of any comments on a removable card.

For shipped orders, we pack your gift box inside of a cushioned, corrugated shipping box. “Shipped on behalf of <your name>,” your recipient’s name and address get printed on the address label.
We cushion wine bottles within a specialized insert and place them alongside your gift box. All items are sent together in the same shipping carton.

What is your cancellation policy?

Cancellations and adjustments on typical inventory items can be placed up to the time of shipment (when the parcel is registered for pick-up). Any items purchased as special requests or custom products, including floral arrangements, will not be refunded but can be shipped to you or an alternate address minus shipping costs.

We do not accept returns on any of our products, you are welcome to give them away. Refunds will be charged back to the original form of payment in the case of cancellations of stock products. We have yet to refund a customer based on the condition or quality of the gift received so if you or your recipient are ever dissatisfied, we will make every effort to ensure your recipient gets a top quality product.

Do you substitute products in your gift boxes?

We reserve the right to substitute a similar product based on overall availability; Most commonly we replace products per the customer’s request to avoid allergens.

Do you cater to individuals with allergies?

I know my recipient has an allergy to certain ingredients, How do I ensure they can enjoy all of the products? Ingredients list mentions known allergens; we tag products on the website the do not have common allergens. Contact us with your concerns, and we will personally curate a gift your recipient will enjoy.

Can I make requests for my floral bouquet?

YES! Mention what you want in our special instructions area, and we will work with our florist to fulfill your request with the items they have on hand.

Do the floral arrangements come in a vase?

We chose our florist for their care in packaging, All bouquets are sent out with damp towels covering the stems; the recipient gets to arrange the bouquet in a vessel filled with water upon receipt. Top-quality flowers are bought at auction each morning and we maintain a six hour window between the arrangement and delivery within Metro-Vancouver.

Do you ship outside of Vancouver?

Yes! Our Flat Rate of $20.00 triggers for most urban addresses in Canada. We calculate shipping for remote areas and PO boxes at checkout. International orders will have shipping calculated and invoiced to you as we incur duties, and additional taxes.

You will receive a tracking number for every gift shipped.

``Can I pick up my order?``

Yes, you can visit us in Yaletown which is a neighbourhood in downtown Vancouver.  We schedule a window of time for you or your courier to pick up your order.

How do you ship flowers and alcohol?

We deliver alcohol within British Columbia only. The individual placing the order must be 19+ and the person signing for receipt of the package must be 19+ and could be asked to present photo identification.

Cut floral bouquets are and shipped within the Metro Vancouver region only; We maintain a six-hour timeline to arrange bouquets and courier them to their final destination.

What are the benefits of a corporate account?

The biggest benefit is 15% off website orders of $300.00 or more

(Telephone orders and quantity custom orders are exempt from the discount as we set their price independently.)

You can specify a set of customizations and enclosures for your giftware to clients.

We store and track your promotional materials.

You can maintain an address book of clients you send gifts to throughout the year. Many of our customers will send a token upon meeting a new client or when starting a new contract; Consider gifts to mark project milestones, birthdays, anniversaries, as well as seasonally at Christmas or New Year.

Review our Corporate Benefits link page for full details.

Do you invoice orders?

We are happy to extend credit to corporate clients who register for an account.

Invoices are net ten (10) days from the date you place an order.

What is the timeline once I place my order?

Allow 24 hours for assembly and to process shipping. Within the province, our courier delivers within 1-2 business days and 2-3 days for the rest of Canada.

Phantom Couriers operates Monday to Friday 8:30 am – 5:00 pm; Extra charges for Saturday deliveries (by request only)

If you require faster service contact us and we will set your assembly and courier service to priority status (additional fees apply).

Submit your question.

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Call for support

If you need immediate assistance contact us by phone, we are happy to help.

604-435-5845 or toll-free 1-855-838-6315