Refund, Replacement & Delivery Issue Policy

Last updated: June 6, 2026

Overview

Boston Baskets takes care in preparing and coordinating gift basket 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, credits, or other resolutions may not be available.

Boston Baskets provides planned gift basket delivery across Massachusetts. Same-day delivery is not offered. Delivery timing, delivery windows, and delivery availability are confirmed during checkout based on the delivery location and available options at the time of order.

Products may include a mix of shelf-stable, perishable, seasonal, alcoholic, or specialty items depending on the gift basket and add-ons selected. Because many orders are prepared for a specific recipient, delivery address, and delivery window, eligibility for a refund, replacement, credit, re-delivery, or other resolution depends on the order condition, delivery outcome, product type, supporting documentation, and circumstances of the issue.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue should 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, the full gift basket, and the original packaging may be required so customer service can properly assess the issue. Additional information, including the order number, recipient name, delivery address, and a description of the issue, may also be requested.

Once the required information is received, customer service will review the claim. Where appropriate, Boston Baskets may offer a replacement, store credit, refund, partial refund, re-delivery, or other resolution at its discretion based on the order condition, delivery outcome, product type, timing, and supporting documentation.

Refund Eligibility

Refunds, replacements, credits, or other resolutions 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
• Items affected after delivery because they were not promptly received, stored, handled, or protected by the recipient
• Change of mind after an order has been placed
• Personal taste, preference, or expectations not related to damage, defect, or delivery failure
• 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 or delivery confirmation has been obtained
• Delivery issues caused by weather, traffic, courier disruptions, building access limitations, security procedures, public emergencies, or other circumstances beyond our reasonable control
• Orders where the issue is reported outside the applicable review timeframe
• Alcohol-inclusive orders that cannot be completed due to recipient ineligibility, failed age verification, refusal, or legal delivery restrictions

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.

Substitutions

Product availability may vary due to supplier availability, seasonal changes, fulfillment requirements, delivery timing, alcohol-related restrictions, or other operational factors. When necessary, substitutions may be made using comparable items.

When substitutions are made, Boston Baskets aims to maintain the overall intent, value, and presentation of the selected gift basket. Substituted items may differ in brand, flavor, packaging, container, design, color, or specific product type.

Substitutions that maintain the overall intent, value, and presentation of the order are not automatically eligible for refund, replacement, or credit.

Returns

Orders are prepared specifically for each customer, recipient, delivery address, and delivery window. Many items cannot be reused or resold. As a result:

• Perishable items cannot be returned
• Opened, used, handled, or partially consumed items cannot be returned
• Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
• Alcoholic or restricted items may not be eligible for return
• Personalized greeting messages, gift notes, and prepared presentation materials may not be eligible for return
• Seasonal, specialty, or limited-availability items may not be eligible for return

Re-Delivery

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

• Re-delivery fees may depend on the product type, delivery address, delivery method, product condition, and timing
• Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
• Alcohol-inclusive orders may require additional age verification, adult signature, recipient availability, or compliance-related delivery requirements
• Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient availability, and applicable delivery requirements

Delivery Issues

Boston Baskets provides planned delivery across Massachusetts. Delivery windows, delivery dates, and delivery options are subject to availability and are confirmed during checkout. Delivery dates and windows are estimates unless expressly stated otherwise in writing by Boston Baskets.

Boston Baskets is not responsible for refunds, replacements, credits, or other compensation related to delivery issues caused by incorrect or incomplete delivery information, recipient unavailability, access restrictions, weather, traffic, courier disruptions, public emergencies, building procedures, security requirements, or other circumstances outside our reasonable control.

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, schools, and managed properties, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, delivery room, or other location accepted by the building, property, recipient representative, or delivery partner.

Once an order is accepted by an authorized or customary receiving point at the delivery location, the order may be considered delivered. Boston Baskets is not responsible for internal building handling, forwarding, storage, or recipient notification after delivery has been completed to the accepted location.

Recipient Unavailability

If the recipient is unavailable at the time of delivery, the order may be left where permitted, delivered to an accepted receiving point, re-routed, held, returned, or marked as undeliverable depending on the delivery location, product type, courier procedure, and applicable requirements.

Orders containing alcohol or restricted items may not be left unattended and may require recipient availability, adult signature, age verification, or other delivery requirements. If these requirements cannot be met, the order may be delayed, returned, cancelled, or treated as undeliverable.

Alcohol and Restricted Items

Some products 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, identification checks, or location-based restrictions.

Refunds, replacements, credits, or re-delivery may not be available if an alcohol-inclusive order cannot be completed because the recipient is unavailable, cannot provide required verification, is not of legal drinking age, refuses delivery, or the delivery cannot be completed in compliance with applicable requirements.

Cancellations and Order Changes

Orders begin processing after payment is submitted. Customers should contact customer service promptly if an address change, correction, cancellation, gift message update, delivery adjustment, or other change is needed.

• Changes cannot be guaranteed once preparation, fulfillment, sourcing, alcohol-compliance review, or delivery coordination has begun
• Cancellations may not be available after an order has been accepted or moved into preparation or fulfillment
• Address changes may not be available after delivery coordination has begun
• During peak periods or holidays, additional notice may be required and changes may not be available
• Changes involving alcohol-inclusive orders may be limited by compliance, availability, and delivery requirements

Events Beyond Our Control

Boston Baskets is not responsible for refunds, replacements, credits, re-delivery, or other compensation related to delays, non-delivery, failed delivery attempts, service interruptions, substitutions, product unavailability, or order issues caused by circumstances beyond our reasonable control.

Such circumstances may include weather, traffic, courier disruptions, public emergencies, labor disruptions, supplier shortages, technical outages, payment processor issues, building access restrictions, security procedures, recipient unavailability, incorrect information, or other events outside our reasonable control.

How to Report an Issue

To request review of a delivery or product issue, please contact customer service through the support methods provided on this website. When contacting us, please include:

• Your order number
• The purchaser name and contact information
• The recipient name and delivery address
• A description of the issue
• Clear photos of the item, basket, and packaging, if the issue involves damage, missing items, or product condition
• Any relevant delivery or tracking information

Failure to provide sufficient information may limit our ability to review the issue or provide a resolution.

Questions or Support

For assistance with an order, delivery issue, replacement request, or refund review, please contact Boston Baskets through the Contact Us page, support widget, order tracking widget, or other support methods provided on this website. Additional delivery-related questions may also be answered on our FAQ page.