Refunds & Returns

Last updated: June 6, 2026

Overview

The North Pole Company takes care in preparing and delivering Christmas 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.

Products may contain a mix of shelf-stable, perishable, seasonal, alcoholic, specialty, or third-party branded items depending on the product selected. Because Christmas gift baskets are prepared for a specific purchaser, recipient, delivery location, and holiday delivery period, eligibility for a refund, replacement, credit, re-delivery, or other resolution depends on the order condition, delivery outcome, product type, applicable restrictions, 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 and the original packaging are required so customer service can properly assess the issue. Additional information may be requested, including the order number, delivery address, recipient name, delivery confirmation, product condition, and a description of the issue.

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

Refund, Replacement, or Credit Eligibility

Refunds, replacements, credits, re-deliveries, 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
  • Seasonal Christmas gift basket items affected by unavoidable inventory limitations or holiday fulfillment constraints
  • Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and support successful delivery
  • Customized, personalized, or recipient-specific order elements, including personalized greeting messages
  • Change of mind after an order has been placed
  • Personal taste, preference, or expectation not related to product condition or delivery issue
  • Substitutions made in accordance with our substitution standards
  • Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, refused delivery, restricted access, building access limitations, or failed age verification where applicable
  • Orders marked as delivered where proof of delivery has been obtained
  • Delays or delivery issues caused by weather, traffic, carrier disruptions, courier disruptions, seasonal volume, building procedures, security procedures, public emergencies, or other circumstances beyond our control
  • Alcohol-containing orders that cannot be delivered due to age verification failure, adult signature failure, local restrictions, recipient unavailability, or other regulated-product requirements

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

Substitutions

Because holiday inventory is seasonal and high-demand, substitutions may be made when necessary. In all cases, we ensure the overall holiday theme, value, and presentation are maintained, using our judgment to deliver a complete and thoughtfully prepared Christmas gift.

Substitutions may involve food items, beverages, packaging, containers, decorative elements, branded products, alcohol items where permitted, or other seasonal basket contents. Substitutions are made at our discretion and are intended to preserve the overall intent, value, and presentation of the selected Christmas gift basket.

Returns

Christmas gift basket orders are prepared specifically for each purchaser and recipient, and many items cannot be reused or resold. As a result:

  • Perishable items cannot be returned
  • Opened, used, damaged, or partially consumed items cannot be returned
  • Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
  • Customized, personalized, seasonal, alcoholic, or restricted items may not be eligible for return
  • Orders prepared for a specific recipient, address, or delivery date may not be eligible for return once fulfillment has begun

Re-Delivery and Re-Shipping

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

  • Re-delivery or re-shipping fees depend on the product type, destination, delivery method, timing, delivery capacity, and applicable restrictions
  • Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
  • Alcohol-containing products may require additional age verification, adult signature, or delivery eligibility checks
  • Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient location, and applicable delivery requirements

Shipping and Delivery Issues

The North Pole Company offers Christmas gift basket delivery across the United States during the Christmas season. Same-day delivery may be available in New York City, Los Angeles, and Northern New Jersey, subject to recipient location, product availability, delivery capacity, seasonal routing, and checkout confirmation.

Delivery dates, delivery windows, same-day availability, shipping times, courier timelines, and transit times are estimates only and are not guaranteed unless expressly stated otherwise in writing by The North Pole Company.

Delivery options are confirmed at checkout based on the recipient’s address and available delivery service for that location. Same-day delivery is shown only where available. Nationwide U.S. delivery remains subject to product availability, seasonal demand, routing, carrier service, and other operational factors.

Office, Building, and Managed Property Deliveries

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

Delivery to one of these accepted receiving points may be considered completed delivery. We are not responsible for delays, misplaced items, or recipient pickup issues after an order has been accepted by an authorized building representative, receiving area, concierge, mailroom, front desk, or similar location.

Incorrect or Incomplete Delivery Information

The purchaser is responsible for providing accurate and complete delivery information, including recipient name, delivery address, phone number, company name, suite or unit number, building access details, and delivery instructions.

Orders delayed, returned, refused, lost, or rendered undeliverable due to incorrect or incomplete delivery information may not be eligible for a refund, replacement, credit, or free re-delivery. Additional charges may apply if re-delivery, correction, re-shipping, or remaking is available.

Alcohol and Restricted Items

Some Christmas gift baskets 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, local delivery restrictions, or carrier requirements.

Refunds, replacements, credits, or re-deliveries may not be available where an alcohol-containing order cannot be completed because of failed age verification, recipient unavailability, refusal of adult signature, inaccurate recipient information, restricted delivery location, or applicable legal restrictions.

We reserve the right to remove, replace, cancel, or substitute alcohol or restricted items where required by law, delivery rules, carrier requirements, recipient location, or product availability.

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, card message update, product change, or other update is needed.

  • Once an order has shipped, been routed, entered fulfillment, or been assigned for delivery, address changes or cancellations may no longer be possible
  • Changes cannot be guaranteed once preparation, fulfillment, routing, shipment, or delivery coordination has begun
  • During peak Christmas periods, additional notice may be required and changes may not be available
  • Personalized greeting messages, recipient details, and delivery notes should be reviewed carefully before checkout

Free Delivery Offers

Orders over $100 may qualify for free delivery where this offer is displayed and available. Free delivery eligibility may depend on order subtotal, delivery location, product type, delivery method, promotional rules, and other conditions shown at checkout.

Free delivery does not guarantee a specific delivery date, delivery window, same-day availability, or delivery outcome. Delivery availability and timing remain subject to checkout confirmation, recipient location, seasonal demand, delivery capacity, carrier service, courier availability, and other operational factors.

Events Beyond Our Control

We are not responsible for refunds, replacements, credits, re-deliveries, or other compensation related to delays, non-delivery, failed delivery attempts, service interruptions, damaged goods, or product condition issues caused by circumstances beyond our reasonable control.

These circumstances may include weather, traffic, carrier or courier disruptions, seasonal holiday volume, public emergencies, natural disasters, labor disruptions, system outages, building access restrictions, security procedures, recipient unavailability, incorrect delivery information, regulatory restrictions, force majeure events, or other conditions outside our control.

How to Report an Issue

To report a damaged, missing, delayed, undeliverable, substituted, or otherwise disputed order, please contact customer service through the support widget on this website or by phone at (888) 959-7680.

When contacting customer service, please include:

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

Order Tracking

Customers may use the order tracking widget on this website to check available order and delivery status information. Tracking updates may depend on the delivery method, courier, carrier, fulfillment stage, and availability of tracking data.

Order tracking information is provided for convenience and may not always reflect real-time delivery conditions, courier delays, or building-level delivery outcomes.

Questions or Support

For assistance with an order, delivery issue, substitution question, damaged item, missing item, or refund review, please contact customer service through the support widget on this website or by phone at (888) 959-7680. Additional delivery-related questions may also be answered on our FAQ page and Delivery Areas page.