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    • Refunds & Returns

    Last updated: June 6, 2026

    Overview

    Philadelphia Baskets takes care in preparing and coordinating 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.

    Philadelphia Baskets serves the Greater Philadelphia / Delaware Valley region using a next-day delivery model. Orders placed before 2pm ET are scheduled for next-day delivery where delivery is available, payment is processed, information is complete, and fulfillment is possible. This cutoff does not guarantee a specific delivery time or delivery window.

    Products may contain a mix of shelf-stable, perishable, seasonal, alcoholic, or specialty items depending on the product selected. Because many orders are prepared for a specific recipient, product selection, and delivery date, eligibility for a refund, replacement, credit, re-delivery, or other resolution depends on the order condition, delivery outcome, product type, recipient circumstances, delivery details, and supporting documentation.

    Damaged or Missing Items

    If an order arrives damaged, defective, or missing items, the issue must 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 or product, and the original packaging are required so customer service can properly assess the issue. We may also request the order number, delivery address, recipient details, delivery confirmation, and a brief description of the issue.

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

    Refund Eligibility

    Refunds, replacements, credits, or other resolutions are reviewed at the discretion of Philadelphia Baskets and may not be available in the following situations:

    • Perishable items affected by delivery delays caused by incorrect information, incomplete delivery details, recipient unavailability, failed access, or circumstances outside our control
    • Situations where perishable or availability-sensitive items are substituted with appropriate alternatives to support fulfillment, quality, or successful delivery
    • Customized, personalized, or specially prepared items, including orders with personalized greeting messages or recipient-specific instructions
    • Change of mind after an order has been placed
    • Personal taste, preference, or dissatisfaction with a substituted item when the substitution follows our substitution standards
    • Substitutions made in accordance with our substitution standards
    • Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, refused delivery, restricted access, business closure, building access limitations, or failed age verification where applicable
    • Orders marked as delivered where proof of delivery, courier confirmation, building acceptance, reception acceptance, concierge acceptance, mailroom acceptance, or other delivery confirmation has been obtained
    • Delays or delivery issues caused by weather, traffic, courier disruptions, delivery partner delays, building security procedures, public emergencies, holidays, peak periods, force majeure events, or other circumstances beyond our control
    • Orders affected by the recipient not retrieving or properly storing the product after delivery

    Substitutions made in accordance with our substitution standards are not considered defects when the overall intent, value, and presentation of the product are maintained.

    Substitutions

    Because gift baskets, flowers, food items, beverages, alcohol where permitted, seasonal products, specialty goods, and third-party branded items may vary in availability, substitutions may be made when necessary.

    When substitutions are made, Philadelphia Baskets aims to maintain the overall intent, value, and presentation of the selected product. Substituted items may differ from product images, descriptions, or examples shown on this website.

    Substitutions made to preserve product quality, complete the order, comply with delivery restrictions, address product availability, or support successful delivery are not automatically eligible for refunds, replacements, or credits.

    Returns

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

    • Perishable items cannot be returned
    • Opened, used, damaged, handled, or partially consumed items cannot be returned
    • Gift baskets, flowers, food items, beverages, and specialty products may not be eligible for return
    • Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
    • Customized, personalized, seasonal, alcoholic, regulated, or restricted items may not be eligible for return

    Re-Delivery and Re-Shipping

    If an order cannot be delivered due to customer or recipient circumstances, re-delivery may be offered at the purchaser’s expense where available. Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient location, delivery requirements, timing, and applicable restrictions.

    • Re-delivery fees may depend on product type, destination, delivery method, courier availability, 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 or restricted products may require age verification, adult signature, recipient availability, or other delivery requirements
    • Re-delivery may not be available if the product condition, delivery location, timing, or applicable law prevents completion

    Office, Building, and Managed Property Deliveries

    For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, campuses, corporate buildings, 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, courier, or delivery partner.

    Once an order is accepted by a building representative, front desk, mailroom, concierge, security desk, or similar receiving location, the order may be considered delivered. Philadelphia Baskets is not responsible for delays, loss, damage, or failure to retrieve the order after it has been accepted by the building or receiving location.

    Recipient Unavailability or Incorrect Information

    Customers are responsible for providing accurate and complete delivery information, including recipient name, delivery address, phone number, company name, building name, suite or unit number, access instructions, and any relevant delivery details.

    If an order cannot be delivered because the recipient is unavailable, the address is incorrect or incomplete, the building cannot be accessed, delivery is refused, delivery requirements are not met, or the recipient cannot be contacted where needed, the order may be treated as undeliverable. Refunds, replacements, credits, or re-delivery may not be available in these situations.

    Alcohol and Restricted Items

    Some products or add-ons may include alcohol or other 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, local delivery restrictions, or other legal requirements.

    If age verification, adult signature, recipient availability, or another required delivery condition cannot be completed, the order may be delayed, modified, returned, cancelled, or treated as undeliverable. Refunds, replacements, credits, or re-delivery may not be available in these situations.

    Philadelphia Baskets reserves the right to remove, substitute, decline, or cancel alcohol or restricted items where required by law, operationally necessary, or otherwise appropriate.

    Perishable Products

    Some products may include flowers, food items, beverages, chocolate, fruit, baked goods, or other perishable or temperature-sensitive items. These products may be affected by delivery timing, temperature, weather, recipient availability, building access, storage conditions, and handling after delivery.

    Customers and recipients are responsible for promptly retrieving, storing, and handling perishable products after delivery. Philadelphia Baskets is not responsible for deterioration, spoilage, melting, wilting, damage, or quality issues that occur after delivery due to delayed retrieval, improper storage, exposure to heat or cold, recipient unavailability, building delays, or other circumstances outside our control.

    Cancellations and Order Changes

    Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, correction, cancellation, delivery update, product change, or message change is needed.

    • Changes cannot be guaranteed once preparation, fulfillment, routing, or delivery coordination has begun
    • Address changes or cancellations may not be possible once an order has entered fulfillment or delivery coordination
    • Changes to recipient information, delivery details, gift messages, or product selections may not be available after processing begins
    • During peak periods, holidays, or high-volume delivery dates, additional notice may be required and changes may not be available
    • Alcohol, restricted, customized, personalized, perishable, or specially prepared items may have additional cancellation or change limitations

    Delivery Delays

    Delivery dates, delivery windows, routing times, and delivery estimates are not guaranteed unless expressly stated otherwise in writing by Philadelphia Baskets. Next-day delivery scheduling is subject to delivery availability, product availability, payment processing, complete order information, courier availability, and operational conditions.

    Philadelphia Baskets is not responsible for refunds, replacements, credits, or other compensation related to delays caused by weather, traffic, courier disruptions, delivery partner delays, peak periods, public emergencies, road conditions, building access issues, recipient unavailability, incorrect information, failed age verification, or other circumstances outside our control.

    Events Beyond Our Control

    We are not responsible for refunds, replacements, credits, delays, non-delivery, failed delivery attempts, service interruptions, product unavailability, or delivery issues caused by circumstances beyond our reasonable control.

    Such circumstances may include severe weather, traffic disruptions, courier or carrier interruptions, labor disruptions, supply shortages, public emergencies, government actions, road closures, building restrictions, holidays, high-volume periods, technology outages, payment processing issues, force majeure events, or other events outside our control.

    How to Report an Issue

    To report a damaged, missing, delayed, undeliverable, substituted, or otherwise disputed order, please contact Philadelphia Baskets through the Contact Us page on this website or by calling (267) 412-5860.

    When contacting customer service, please include:

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

    Questions or Support

    For assistance with an order, please contact Philadelphia Baskets through the contact methods listed on this website. Additional delivery-related information may also be available on our FAQ, Delivery Areas, Order Tracking, and Contact Us pages.