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    • Refunds & Returns

    Last updated: June 6, 2026

    Overview

    Chicago Baskets 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, re-delivery, 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 many orders are prepared for a specific recipient, delivery location, and delivery timing, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, recipient circumstances, delivery information provided, and supporting documentation.

    Delivery availability is confirmed at checkout based on the recipient’s location. Chicago Baskets coordinates delivery across Illinois where available for the recipient’s address.

    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. Chicago Baskets may also request the order number, delivery confirmation, recipient details, product details, and a description of the issue.

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

    Refund Eligibility

    Refunds, replacements, credits, or other resolutions may not be available in the following situations:

    • Perishable items affected by delays caused by incorrect information, recipient unavailability, failed access, or circumstances outside our control
    • Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and support successful delivery
    • Customized, personalized, or specially requested items
    • Change of mind after an order has been placed
    • Personal taste, preference, or expectations not based on 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, failed building 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, carrier disruptions, courier delays, building access limitations, security procedures, public emergencies, force majeure events, or other circumstances beyond our control
    • Orders affected by inaccurate recipient names, phone numbers, suite numbers, unit numbers, company names, building names, delivery notes, or access instructions provided by the purchaser
    • Orders containing alcohol or restricted items where delivery cannot be completed due to age verification, adult signature requirements, restricted access, recipient unavailability, or local delivery restrictions

    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 products may include seasonal, perishable, specialty, alcoholic, or third-party branded items, substitutions may be made when necessary due to product availability, delivery requirements, quality concerns, or timing. In all cases, Chicago Baskets aims to maintain the overall intent, value, and presentation of the selected gift.

    Substitutions do not automatically qualify an order for a refund, replacement, or credit when the substituted item or items are consistent with the overall value, design, and presentation standard of the gift basket.

    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, damaged after delivery, 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, restricted, or specially prepared items may not be eligible for return
    • Gift baskets or add-ons affected by recipient handling after delivery may not be eligible for refund, replacement, or credit

    Chicago Baskets reserves the right to review each issue individually and determine whether a return, replacement, credit, refund, partial refund, or other resolution is appropriate.

    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, recipient location, delivery method, timing, and applicable delivery requirements
    • 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 items may require additional eligibility checks, age verification, adult signature, or recipient availability
    • Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient location, timing, and applicable delivery requirements

    Office, Building, and Managed Property Deliveries

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

    Once delivery is completed to an accepted building location, Chicago Baskets may treat the order as delivered. Chicago Baskets is not responsible for delays, loss, spoilage, or handling issues that occur after delivery has been accepted by a building representative, front desk, concierge, mailroom, security desk, or other authorized location.

    Recipient Unavailability and Incorrect Information

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

    If an order cannot be delivered because the recipient is unavailable, the address is incorrect or incomplete, building access is restricted, the recipient refuses delivery, age verification fails where applicable, or required delivery information is missing, the order may not be eligible for a refund, replacement, or credit.

    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, local delivery restrictions, or other legal requirements.

    If an alcohol or restricted-item order cannot be completed because age verification fails, an adult is unavailable, delivery is restricted, the recipient refuses delivery, or the order cannot lawfully be delivered, refunds, replacements, credits, or re-delivery may not be available.

    Perishable Items

    Some products may contain perishable items, fresh items, food products, or items affected by temperature, timing, handling, or recipient availability. Perishable items should be handled promptly after delivery.

    Chicago Baskets may not provide refunds, replacements, or credits for perishable items affected by recipient unavailability, incorrect delivery information, delayed pickup from a building desk or mailroom, weather, courier delays, access limitations, or other circumstances outside our control.

    Cancellations and Order Changes

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

    • Changes cannot be guaranteed once preparation, fulfillment, or delivery coordination has begun
    • Once an order has been dispatched, shipped, or transferred to a delivery partner, address changes or cancellations may no longer be possible
    • During peak periods, holidays, or high-volume times, additional notice may be required and changes may not be available
    • Orders containing perishable, customized, personalized, alcoholic, restricted, or specially prepared items may have limited cancellation or change eligibility

    Chicago Baskets reserves the right to determine whether a cancellation, address change, message change, product change, delivery update, refund, credit, or other resolution is available.

    Delivery Timing and Delays

    Delivery dates, delivery windows, shipping times, transit times, and tracking updates are estimates only and are not guaranteed unless expressly confirmed in writing by Chicago Baskets. Delivery availability is confirmed at checkout based on the recipient’s location.

    Chicago Baskets is not responsible for refunds, replacements, or credits related to delays, failed delivery attempts, non-delivery, or service interruptions caused by circumstances outside our control, including weather, traffic, carrier or courier disruptions, public emergencies, building access issues, incorrect information, recipient unavailability, force majeure events, or other operational disruptions.

    Order Tracking

    Where tracking is available, customers may use the order tracking widget on this website to review available order status information. Tracking information may be provided by Chicago Baskets, fulfillment providers, couriers, carriers, delivery partners, or other service providers.

    Tracking updates may not always be real-time and may vary based on the delivery method, recipient location, carrier, courier, or delivery partner involved.

    Events Beyond Our Control

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

    These circumstances may include, but are not limited to, severe weather, traffic conditions, road closures, public emergencies, courier or carrier disruptions, supplier disruptions, product shortages, power outages, technology failures, building access limitations, security procedures, recipient unavailability, labor disruptions, government actions, or force majeure events.

    How to Report an Issue

    To report an issue with an order, please contact Chicago Baskets through the Contact Us page, support widget, or phone support as soon as possible. You may also use the order tracking widget for available delivery status information.

    When contacting support, please provide:

    • The order number
    • The purchaser’s name and contact information
    • The recipient’s name and delivery address
    • A description of the issue
    • Clear photos of damaged or missing items and packaging, where applicable
    • Any delivery confirmation, tracking information, or relevant communication

    Questions or Support

    For assistance with an order, delivery issue, substitution concern, damaged item, missing item, tracking question, alcohol delivery issue where applicable, or other order-related matter, please contact Chicago Baskets through the Contact Us page on this website, use the support widget, use the order tracking widget where applicable, or call (312) 449-2070.

    Additional delivery-related questions may also be addressed on the FAQ page or Delivery & Shipping page on this website.