Short version: we ship fast, we never put a price in the box, and if something arrives damaged we replace it without making you prove it.
Processing and dispatch
Orders placed before 2pm ET on a business day are packed and dispatched the same day. Orders after that cut-off, or on weekends and holidays, go out the next business day.
Bulk orders of 25 units or more are scheduled against your target delivery date rather than shipped immediately. Your account contact confirms the dispatch date in writing before anything moves.
Delivery times
Standard shipping reaches most US addresses in two to five business days from dispatch. Expedited two-day and overnight options are available at checkout and on bulk orders.
We ship throughout the United States and to Canada. Canadian orders may be subject to duties and taxes collected on delivery. For destinations outside the US and Canada, contact us before ordering, because for larger international sends we can often ship from a closer origin instead.
Scheduled delivery
You can request a specific delivery date at checkout or in your brief, and for start dates, anniversaries and event sends you should. We plan backwards from your date. If a carrier delay puts a scheduled delivery at risk we will tell you before the date, not after.
What is in the box
No prices, no invoices, no packing slips showing dollar amounts. Ever. Every box includes your handwritten card. Your receipt goes to your email.
Perishables
Boxes containing chocolate, caramels or other heat-sensitive items ship with insulation during warm months, and in extreme heat we may hold a shipment a day to avoid a weekend sitting in a depot. If we do that, we tell you.
Damaged or incorrect gifts
If a gift arrives damaged, incomplete or wrong, tell us within 14 days of delivery at hello@giftloft.com. We replace it and ship the replacement at our cost. You do not need to return the original or send photographs from four angles, though a photo helps us fix the underlying problem.
Returns and cancellations
Because gifts are assembled, personalised and often perishable, we do not accept general returns on delivered gifts.
You can cancel or change an order at no cost any time before it is dispatched. Email us as soon as you know. Once a box is packed and a handwritten card is written we cannot always unwind it, but we will tell you honestly where your order stands.
For bulk orders, cancellation terms are set out in your quote. As a rule, cancelling before production starts costs nothing.
Wrong address
If a gift is returned to us because the address was incorrect, we will re-ship it to a corrected address and only charge the additional shipping. If we collected the address on your behalf, we cover that cost too.
Anything not covered here, ask on the contact page or check the FAQ.