Frequently Asked Questions

ORDERS & RETURNS

For all ecommerce transactions, we gladly accept Visa, MasterCard, American Express, Discover, Bar Pay, Apple Pay, Google Pay & Pay Pal.

There are NO minimum order requirements for Curated Gifting and Ready-To-Ship Gifts.

However, we do have a minimum order requirement for our Custom Gifting Service & Branded Gift Box Program. For more information please visit us HERE.

At TWB & Co., we are passionate about offering you a thoughtful and stress free gifting experience. We guarantee the quality and presentation of our gifts upon delivery, and we are here to make certain that you and your gift recipients are 100% satisfied.

We do not offer exchanges or returns but if a gift we’ve sent does not live up to these standards, please contact us within 24 hours of delivery so that we have an opportunity to make it right for you!

SHIPPING & DELIVERY

Yes we do! Free standard shipping applies to ALL gift box orders within Canada that are $150 or more.

All TWB & Co. gifts boxes are thoughtfully curated and beautifully assembled. Therefore, Curated and Ready-To-Ship Gifting, require 1-2 business days to process. For Corporate & Event Gifting lead times, please visit us HERE:

We are located in Calgary, AB, Canada. We deliver to personal residences and business within Canada and USA.

We sure do! We offer local pick up at a location in SE Calgary.

We also provide FREE local hand delivery for orders that are in a 5km radius from our pick up location. For orders that are $100 or more & in a 5-10km radius, we will deliver for a small delivery fee. 

We ship within Canada using Canada Post. Typically, orders take 1-2 business days to process and 3-10 days to deliver depending on your ship to location. If you’re in a rush, please contact us.

Standard Shipping: 2-6 business days 

Express Shipping:  2-3 business days

Local (Calgary Only): 2-3 business days

 

Please note that remote shipping locations will have a longer delivery duration. Please also keep in mind that shipping during COVID-19 is sometimes delayed and unpredictable.

No, we unfortunately don’t. All TWB & Co. gifts boxes are thoughtfully curated and beautifully assembled. Therefore, orders take 1-2 business days to process.  If you’re in a rush, please contact us to see how we can help. thewillowsbox@gmail.com

During the order process, there will be an option to select a specified shipping date. Unfortunately, we are unable to arrange, predict or guarantee specific delivery dates for orders that are being shipped through Canada Post.

However, local hand delivery dates can be arranged. If you are in need of an urgent gift, please give us a call and we will do our best to have it ready for you as soon as we can!

For Corporate & Event Gifting delivery dates, please visit us HERE.

Once you place your order online, you will receive an order confirmation emailed to your address which will include a Canada Post tracking number.

For shipping orders, we cannot guarantee the quality of the chocolate upon delivery and are unable to issue a refund as a result of melting, even when cold packs are used.

We will do our best to accommodate changes such as an address or name change, if we have not already sent your order out. Please email us at thewillowsbox@gmail.com and we’ll do everything we can to help.

If your gift is returned to us by Canada Post as undeliverable, we will:

· Notify you by email/phone that your gift box was returned, along with the reason Canada Post has given us.

· You provide us with an updated/valid mailing address for Canada Post to attempt re-delivery.

· We will re-package your gift, ensuring that it’s in perfect condition.

· The fee to re-process a return-to-sender gift is $20 plus the actual cost of postage, which we will send to you as an electronic invoice.

· Once the invoice is paid, we will re-ship the gift within in 2 business days.

When the Canada Post tracking tool indicates that your gift box was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item.

In rare and unfortunate situations that are out of our control, the missing gift box could be attributable to any number of things, including the package being stolen or lost. We recommend filing out a carrier claim, and we’d be happy to the same on our end!

GIFTING STUDIO & SERVICES

Curated & Read-To-Ship gifts are gently placed in an elegant white box, filled with crinkle paper. Items are then wrapped in tissue paper, sealed with a TWB & Co. sticker and then a gift card with your personal message is placed on top.  Your gift box is then thoughtfully wrapped with a beautiful bow & completed with a gift tag of your choice.

Ready-To-Ship Gift Box collection, you will receive exactly what was shown in the product you purchased.

For more information about our Corporate & Event Gift Boxes, please visit us HERE.

Majority of the time we are sending gifts to the gift recipient and so we NEVER include a receipt in the shipping box. You as the gift giver will receive an email confirmation that also acts as a receipt for your purchase. If you require something additional, please contact us thewillowsbox@gmail.com and we will be happy to help.

Definitely!  Please write your personal note or sentiment at checkout. With elegance and care, we will electronically print your message on a white gift card that’s placed within your recipients gift box. 

Nope! They do not receive any details from us except the actual gift. Our process allows for the recipient to be surprised at their gift delivery - unless you reach out to them on your own.

Yes, from employee milestones, client appreciation, holiday gifting, branded event gifts, to product launches, and everything in between, TWB & Co. will take care of every last detail, offering you a thoughtful, stress-free, and professional gifting experience.

Explore our endless customization options, from printed corporate logo’s, ribbons, custom gift wrapping, personalized hand written cards, and uniquely branded products. For more information please visit us HERE.

This is one of our specialties! For more informations, please visit us HERE.

 

Absolutely! Explore our endless customization options, from printed corporate logo’s, ribbons, custom gift wrapping, personalized hand written cards, and uniquely branded products.  Please visit us HERE to get started!

 

To ship your gift boxes to multiple addresses, please send us an email and we will provide you with an order form for orders of 5+ gifts. Alternatively, you can order each one individually through the website

Whether you're in need of 1 or 500 plus gift boxes, TWB & Co. is ready to handle your project from start to finish. From budgeting, sourcing products to perfectly reflect your event and brand, to custom design & branding, gift assembly, address logistics, as well as shipping and delivery. For custom gifts and orders over 5 gift boxes, we ask that you contact us HERE for more information.

still have questions?