FAQ + Help
Shipping (Floral Gifts)
1. What is your refund policy for floral gifts?
Customers have up to two business days after the desired delivery date of their shipment (even if the order was misdelivered or never delivered) to submit a request for a refund or reshipment. To be eligible for a refund, the request must be made within this timeframe.
2. What if the refund request window has passed?
If the refund window has passed, we are happy to issue a reshipment of a fresh bouquet on our next available delivery date or a later date (within 30 days)! Please note that reshipments can only be scheduled between Tuesdays and Fridays due to restrictions with our third-party shipping partner.
3. How can I request a refund or reshipment?
To request a refund or reshipment, please contact our customer experience team at hello@freshsends.com. They would be more than happy to assist you!
4. What should I do if I have concerns about the quality of the delivered bouquet?
We take great care to ensure the quality and freshness of our flowers! If you have concerns about the quality of your delivered bouquet, please contact us immediately upon receipt so that we can address the issue promptly.
5. What should I do if my shipment is delivered a day later than the desired delivery date?
We kindly request that you take a picture of the bouquet and send it to hello@freshsends.com. This will allow us to assess the condition of the flowers and determine the appropriate next steps. In many cases, the flowers still arrive in great condition due to the amount of water we supply with the bouquet. In the unlikely and unfortunate case that the flowers arrive more than one day after the desired delivery date due to third-party delays, please reach out ASAP so that we can do what we can to make it right for you!
Shipping (Gift Sets / Nonperishables)
1. When can I expect my gift set to arrive?
While we cannot guarantee a specific delivery date for our gift sets, we understand the importance of timely delivery. If you are in a pinch, please reach out to us at hello@freshsends.com, and we will work with you to ensure that your gift arrives as close as possible to your desired delivery date.
2. What are my shipping options?
We offer various shipping options to cater to different timelines:
Please allow us 1 to 2 business days to receive and process your order. Once your package leaves our facility, you will receive an email with a tracking number to keep you informed about the shipment status.
3. Ordering for specific holidays?
To ensure your gift set arrives in time for a particular holiday, we will keep you updated on deadlines for purchasing gifts through our social media channels and email notifications. Make sure to follow and subscribe to stay in the loop.
4. Order concerns or questions?
If you have any concerns or questions regarding your order, please don't hesitate to reach out to us at hello@freshsends.com. We are here to assist you!
Product Questions
1. Can I get a sample of the Fresh Set products?
We offer samples of The Perfume or The Hand Cream with each purchase. Simply select the product you'd like to test before you move to the cart!
2. Are Fresh Sends products cruelty-free?
Yes, all Fresh Sends products are cruelty-free. We never test on animals during any stage of the production process. We are also committed to only working with vendors who uphold the same standards.
3. Are Fresh Sends products vegan?
Absolutely! All Fresh Sends products are vegan, ensuring they are free from any animal-derived ingredients.
4. Can I return my gift set?
We accept returns within 7 days after delivery, but only on unused products in their original packaging. Please send us an email to hello@freshsends.com from the email you used to place the order to let us know the reason for the return. Your refund will be processed once we receive and inspect the returned products at our warehouse.
We will gladly accept returns/exchanges on Fresh Set items that are in their original, unused, and unopened condition along with all packaging.
Please email hello@freshsends.com within 7 days of receiving your order and we will send you a return label. We require that your item be returned within 14 days of receiving your return label. Please note that all returns that do not meet the 14-day requirement will only be considered for online store credit/exchange and no refund will be given. Upon receiving your shipping label, you have 14 days to ship your return.
If you decide to return an item(s) to Fresh Sends, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipment(s), and the cost of returning the package to Fresh Sends. Please note that this amount will be subtracted from your merchandise refund. If the item(s) are returned for an exchange, we will provide a return shipping label to you at no charge.
5. Can I exchange a product I received as a gift?
Yes! If you received a gift that wasn't what you had in mind, we can assist you with an exchange. To initiate the process, provide us with your name, address as it was on the shipping label, and the sender's name and email address (if available). We will attempt to locate the order without informing the gift giver and arrange for an exchange or issue a gift card for a future purchase.
6. How should I care for my Fresh Sends candle?
We recommend the first use of your candle be about 2-3 hours or until the entire surface of the wax has melted. This will help get the most out of your candle and ensure future burns are nice and even. We recommend only burning your candle for about 4 hours each time to extend its life and suggest trimming the wick to ¼” after each use. This helps to avoid excessive smoke, soot, and carbon buildup, not to mention it’ll help extend the life of your candle!
7. When is the next set launching?
We are diligently working to create your go-to gifting brand and will be introducing new products very soon! Sign up for our texts and email notifications to be the first to know about our latest launches.