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    • Refunds & Returns

    Last updated: June 6, 2026

    Overview

    HamiltonBaskets.ca 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.

    HamiltonBaskets.ca primarily offers gift baskets and related add-ons for delivery across Hamilton and Southern Ontario. 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 and delivery date, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, delivery location, timing, and supporting documentation.

    Delivery Model

    HamiltonBaskets.ca offers one-day delivery across Hamilton and Southern Ontario where available. Delivery availability is confirmed at checkout based on the recipient’s location.

    HamiltonBaskets.ca does not offer same-day delivery. Delivery timing may be affected by product availability, recipient availability, weather, traffic, building access, courier capacity, payment approval, and other operational factors.

    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 may be required so customer service can properly assess the issue. Additional information, including order number, recipient name, delivery address, delivery date, and a description of the issue, may also be requested.

    Once the required information is received, customer service will review the claim and determine an appropriate response. Where appropriate, HamiltonBaskets.ca may offer a replacement, store credit, refund, partial refund, substitution, re-delivery, or another resolution at its discretion based on the order condition, delivery outcome, product type, and supporting documentation.

    Refund, Replacement, and Credit Eligibility

    Refunds, replacements, or credits 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
    • Products affected after delivery due to improper storage, delayed retrieval, weather exposure, handling by the recipient, or handling by a third party
    • Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and support successful delivery
    • Customized orders, personalized greeting messages, or special requests that have already been prepared or processed
    • Change of mind after an order has been placed
    • Personal taste, preference, or expectation that does not reflect a product defect or fulfillment issue
    • 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
    • Delays or delivery issues caused by weather, traffic, courier disruptions, building access limitations, security procedures, public emergencies, or other circumstances beyond our control
    • Issues reported outside the applicable reporting timeframe

    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

    Because gift basket items may vary due to availability, seasonality, supplier changes, or delivery timing, substitutions may be made when necessary. In all cases, HamiltonBaskets.ca aims to maintain the overall intent, value, and presentation of the selected gift.

    Substitutions may include replacing unavailable food items, beverages, packaging, containers, add-ons, or branded products with items of comparable type, value, or suitability. Substitutions do not automatically qualify an order for a refund, replacement, or credit.

    Returns

    Orders are prepared specifically for each customer and recipient, and 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
    • Customized, personalized, seasonal, alcoholic, or restricted items may not be eligible for return
    • Gift baskets that have left fulfillment control may not be eligible for return once delivery coordination has begun

    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.

    • Re-delivery fees may depend on product type, delivery location, delivery method, timing, and courier availability
    • Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
    • Re-delivery is not guaranteed and depends on product condition, recipient location, delivery availability, and applicable delivery requirements
    • Orders containing alcohol or restricted products may be subject to additional re-delivery limitations

    Office, Building, and Managed Property Deliveries

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

    Once delivery has been completed to an accepted location at the recipient’s address, HamiltonBaskets.ca may consider the order delivered. We are not responsible for internal building handling, delayed pickup by the recipient, misplaced items after delivery, or access restrictions that prevent direct handoff.

    Recipient Unavailability and Incorrect Information

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

    If the recipient is unavailable, the address is incorrect or incomplete, access is restricted, delivery is refused, or required age verification cannot be completed, the order may be delayed, returned, cancelled, re-delivered at additional cost, or considered undeliverable. Refunds, replacements, or credits may not be available in these situations.

    Alcohol and Restricted Items

    Some products or add-ons may include alcohol or restricted items where permitted by applicable law and available for the recipient’s delivery location. Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, recipient availability, or local delivery restrictions.

    If age verification fails, the recipient is unavailable, delivery requirements cannot be met, or the delivery location is not eligible for alcohol delivery, the order may be delayed, modified, cancelled, refused, or treated as undeliverable. Refunds, replacements, credits, or re-delivery may not be available, or may be limited, in these circumstances.

    Perishable Items

    Some gift baskets may include fruit, chocolate, cheese, baked goods, beverages, or other perishable or temperature-sensitive items. Perishable items should be retrieved promptly after delivery and handled or stored appropriately by the recipient.

    HamiltonBaskets.ca is not responsible for deterioration of perishable items caused by delayed retrieval, incorrect delivery information, recipient unavailability, weather exposure after delivery, improper storage, or handling after successful delivery.

    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 correction, recipient update, cancellation, delivery question, or other change is needed.

    • Changes cannot be guaranteed once preparation, fulfillment, substitution, or delivery coordination has begun
    • Cancellations may not be available once an order has been accepted, prepared, customized, or assigned for delivery
    • During peak periods or holidays, additional notice may be required and changes may not be available
    • Orders containing alcohol, perishable items, customized items, or seasonal products may have more limited cancellation or change availability

    Events Beyond Our Control

    HamiltonBaskets.ca is not responsible for refunds, replacements, credits, delays, non-delivery, failed delivery attempts, or service interruptions caused by circumstances beyond our reasonable control.

    Such circumstances may include weather, traffic, courier disruptions, delivery partner delays, public emergencies, natural disasters, labour disruptions, supplier shortages, payment processing issues, technology outages, building access restrictions, incorrect delivery information, recipient unavailability, or other events outside our reasonable control.

    How to Report an Issue

    To report an order issue, please contact customer service through the support methods listed on this website. You may also call customer support at (905) 667-3660.

    When reporting an issue, please include:

    • Your order number
    • The purchaser name and contact information
    • The recipient name and delivery address
    • The delivery date
    • A clear description of the issue
    • Photos of the product and packaging, where applicable

    Review and Resolution

    All refund, replacement, credit, and delivery issue requests are reviewed on a case-by-case basis. HamiltonBaskets.ca may request additional information before determining whether a resolution is appropriate.

    Any replacement, credit, refund, partial refund, re-delivery, or other resolution is provided at HamiltonBaskets.ca’s discretion and does not guarantee the same outcome for future orders or other circumstances.

    Questions or Support

    For assistance with an order, delivery issue, product concern, refund request, replacement request, or order tracking question, please contact customer service through the support widget, the Contact Us page, or by calling (905) 667-3660. Additional delivery-related questions may also be answered on the FAQ page or Order Tracking page on this website.