Help Center

 

Delivery & Shipping
With Regards To Fresh Fruit In Your Order
All customers have the option to add a variety of items, some of which are perishable. Any perishable item (that is, any item with a "life span" that is subject to decay or spoilage) can be added to any delivery that is being shipped within the Greater...
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Refunds & Returns
With Regards To Fresh Fruit In Your Order
All customers have the option to add a variety of items, some of which are perishable. Any perishable item (that is, any item with a "life span" that is subject to decay or spoilage) can be added to any delivery that is being shipped within the Greater...
Hold On... What Is A Probiotic?
Foods and drinks that are "probiotic" contain live cultures that are good for your gut. Inside each of us is a microbiome, or a community of good and bad bacteria that outnumber our cells ten to one. The live cultures in probiotics help the "good guys...
How Can I Pay For My Order?
We accept all major credit cards as payment, namely Visa, MasterCard and American Express. When placing an order online, you also have the option to pay via PayPal with or without signing into an active PayPal account. Although the Heart Thorn website...
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Delivery Services
What Time Will My Order Be Delivered?
Local deliveries are scheduled to occur anytime between the hours of 12:00 pm and 8:00 pm to residences, and 12:00 pm and 5:00 pm for businesses. In addition to Same Day and Next Day delivery, we also offer special delivery services to some local address...
Can You Ship To Multiple Locations?
Yes. We can ship directly to your list of recipients at multiple locations and arrange to have all of your gifts arrive on the same day. Shipping charges would be calculated separately for each order to different addresses.
Do You Deliver On Weekends?
Deliveries on Saturdays & Sundays are available for addresses with our Local Delivery Zone ONLY as long as the order is placed before 11:00 AM EST on the preferred date of delivery, while orders being shipped outside of the local delivery zone are...
Do You Deliver Before Or After Hours?
Some deliveries can be delivered (pending on address) before and after hours. An additional charge will be applied to any order where special delivery service is to be performed, on a business day after 5:00 p.m. and before 8:00 a.m. (origin local time...
Why Wasn’t My Order Delivered Directly?
Arrangements are made for Deliveries and Shipments to the delivery address (or applicable shipping locations, where delivery and shipment services are provided) indicated on the original order. For a delivery to a Residence, our Drivers and Service ...
Why Was My Order Delivered Late?
Despite our best efforts, there are several factors that could possibly contribute to a package arriving delayed or later than expected, although most of these do have a logical explanation. When placing your order online, the address you provide us...
Can I Cancel My Order?
We do abide by a strict no cancellation policy. Once an order has been placed and payment has been received, the information for that order is immediately assigned an order number and then forwarded to our production department. Once this has been ...
Will My Order Look Exactly Like The One On The Website?
When you place an order with the us, you can expect the order to be delivered with either the exact same or similar contents to what are detailed in the product description and/or depicted in the photograph on our website. As per our substitution policy...
Can I Place An Order Even If I am Not In Toronto.New York?
Although our facility is located in Toronto & New York, customers are able to place an order from virtually anywhere in the world using their preferred method. You can either place an order online via the website, or request assistance via e-mail...
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Ordering Information
CLUB MEMBERSHIPS - RETURNS, DAMAGES AND CANCELLATIONS
Due to the perishable nature of most of the items in our club memberships, we are unable to accept returns for club memberships under any circumstances or process refunds. All claims for damaged, spoiled, or missing shipments must be made within 5 days...
Can I Get A Refund?
We abide by a strict no refund policy, meaning our organization is rarely, if ever, able to grant refunds under most circumstances. The following reasons are not eligible for refunds: change of minds option of taste (don't like what was sent) item...
How Do I Cancel My Order?
We do abide by a strict no cancellation policy. Once an order has been placed and payment has been received, the information for that order is immediately assigned an order number and then forwarded to our production department. Once this has been ...
My Shipment Arrived Damaged - What Do I Do?
If upon receiving your delivery you notice that a package is visibly damaged, we recommended that you inspect the package for damaged before signing for and accepting it, then make note of any product damaged to the delivery service. To process a damage...
My Order Arrived Damage, What Do I Do?
Ifthe delivered goods are damaged, please notify us by email of any damage within five business days of the delivery date. Please provide us with enough information to allow us to understand the situation including pictures of the damages. We will not...
My Order Is Delayed
Upon request, our company will, at its option, refund or credit a Customer (payer) if a guaranteed delivery is not delivered in accordance with the applicable service guarantee (see Service Guarantees ). However there are events that are beyond...
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General Questions
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Substitutions & Out of Stock Products
Do You Offer Free Shipping?
Yes! We do offer free shipping on qualifying orders. To qualify for Free Delivery in Canada a minimum purchase of $100 CAD (before taxes) is required per delivery location. To qualify for Free Delivery in USA a minimum purchase of $100 USD (before taxes...
Where is My Tracking Number?
When your box goes out each month, we'll send an email the email address we have on file with your tracking number. If you don't see that, you can always log in to your account and see your most recent tracking number on your account page.
How Long Does It Take To Process My Order?
We process all orders within one hour of receipt of payment during normal business hours unless otherwise requested.
What Shipping Services Do You Offer?
We use a suite of delivery services to meet your needs, including CANPAR, FedEx or UPS. Basic ground delivery with any of these services takes approximately 3-9 business days depending on the order is final destination. Rush and Same-Day delivery services...
Are You Able To Deliver Alcoholic Gifts?
All wine, champagne, beer and liquor baskets sold with a value over $100 includes a $15 delivery charge. So far example, if the total price paid by a customer for a custom liquor basket before tax is $150, the price is $135 + $15 for deliver for a total...
My Tracking Number Is not Showing Up / Hasnt Been Updated?
If you haven’t received a tracking number from us, it may take a day or two to update, as we are constantly waiting on details from our carriers. Not all packages get scanned at every location, but we are confident you will get your order.
Do You Ship Internationally?
Right now we are only able to send our gifts out to customers in the USA and Canada. We are currently and constantly expanding our business, so make sure to keep your eyes peeled for international announcements.
Am I Able To Receive My Order On The Same Day I Place It?
If your gift needs to be delivered across the city today, choose from our suite of Same Day options, available in Toronto and surrounding suburbs including Toronto, Mississauga, Scarborough, Etobicoke, North York, East York, York, Bolton, Brampton, Concord...
It Shows That The Package Has Been Delivered, But It is not Here?
Before contacting us, we suggest that you verify your shipping address on your confirmation email, as well as check around the outside of your home, as the carrier might have placed it in a safe and secure spot.We also suggest checking with your local...
What If No One Is Home When The Delivery Is Made?
For Local Deliveries - If no one is at home when our drivers attempt delivery, our drivers will call the gift recipient to see where they can safely leave the gift basket. If the driver cannot reach the gift recipient, they will leave a message (if possible...
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Perishable Items
Where is My Tracking Number?
When your box goes out each month, we'll send an email the email address we have on file with your tracking number. If you don't see that, you can always log in to your account and see your most recent tracking number on your account page.
I am Moving. How Do I Change My Address?
It's important to change your address as soon as possible when you move so we can make sure your package gets to you. If you crate has already shipped and you have just moved, please email us right away and we’ll make sure to do whatever we can to make...
How Can I Pay For My Order?
We accept all major credit cards as payment, namely Visa, MasterCard and American Express. When placing an order online, you also have the option to pay via PayPal with or without signing into an active PayPal account. Although the Heart Thorn website...
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General Delivery Questions
Where is My Tracking Number?
When your box goes out each month, we'll send an email the email address we have on file with your tracking number. If you don't see that, you can always log in to your account and see your most recent tracking number on your account page.
I am Moving. How Do I Change My Address?
It's important to change your address as soon as possible when you move so we can make sure your package gets to you. If you crate has already shipped and you have just moved, please email us right away and we’ll make sure to do whatever we can to make...
Can I Skip A Month?
We are currently set up with a Pause My Subscription option. Simply log into your account and choose Edit your subscription, then pause my subscription. When you would like to continue with your subscription simply continue with your subscription...
What Is Your Return Policy?
We want to make sure you and your kitty are 100% satisfied with your KitNipBox! If any of the products you receive are defective, please email us at [email protected] and let us know what's wrong, so that we can work with you to replace the item as soon...
How Can I Pay For My Order?
We accept all major credit cards as payment, namely Visa, MasterCard and American Express. When placing an order online, you also have the option to pay via PayPal with or without signing into an active PayPal account. Although the Heart Thorn website...
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Our Canadian Delivery Services
Where is My Tracking Number?
When your box goes out each month, we'll send an email the email address we have on file with your tracking number. If you don't see that, you can always log in to your account and see your most recent tracking number on your account page.
I am Moving. How Do I Change My Address?
It's important to change your address as soon as possible when you move so we can make sure your package gets to you. If you crate has already shipped and you have just moved, please email us right away and we’ll make sure to do whatever we can to make...
How Can I Pay For My Order?
We accept all major credit cards as payment, namely Visa, MasterCard and American Express. When placing an order online, you also have the option to pay via PayPal with or without signing into an active PayPal account. Although the Heart Thorn website...
View all