When will my boxes arrive?
Orders are despatched the day after you place your order if we receive it before 12 noon (EDT) via our website. When you receive them will depend on where you are located and the courier service you choose. Our boxes are despatched Monday - Friday, excluding weekends and public holidays from Traverse City Michigan. The boxes are delivered on working days Monday-Friday.
If you have a critical delivery date or time, please contact us by e-mail and we will try to meet your needs if they are outside 'normal' delivery requirements. Please be sure someone will be available at the delivery address you advise to avoid any delays.
My boxes haven't arrived, it has been more than 4 days and I am worried I will not receive them or they have been wrongly delivered, what should I do?
You should have been sent an automatic order acknowledgement/confirmation after you placed your order advising a unique order number and also a separate e-mail with your unique parcel tracking number. The easiest and quickest thing to do first if you have not yet received your boxes is to visit the website advised with your tracking number and check the package status.
If this information is insufficient, incomplete, incorrect or unsatisfactory please contact us direct using the form on our 'Contact Us' page or send us an e-mail. Please advise us your order number, parcel tracking number and your contact details so we can look into the problem for you. Please be assured of our prompt response but please allow up to 24 hours for a response.
Are the prices on your website trade prices?
Yes they are. We're a wholesale gift box company, so we sell our boxes to trade customers with a minimum of 20 boxes of any colour or size.
Do you offer discount?
Yes we do on large volume orders, please contact us for details and a discount code if you want to spend more than $1000 in a single delivery.
Can I open a trade account with credit terms, or pay by cheque?
Sorry but no, we are an e-business only and payment needs to go through our secure payment process on-line via our website. We do not offer credit terms on stock boxes.
Can I mix colours?
Yes, but only on a minimum of 20 of each size/colour. Sorry we can’t split and mix colours within 20.
Can I remove the ribbon?
I guess the simple answer is not easily. The ribbon is fixed to the box through a slit in the paper on the front flap and base of the box and fixed from the inside during the manufacturing process. If you cut it off you will see the slit in the paper.
We have had some customers who have removed it and added a decorative sticker to cover the slits in the paper. We even had one customer who managed to add their own ribbon but we suspect you’ll need to be very crafty and patient to achieve a good result!
Can I change the ribbon?
Sorry but no, the ribbon is fixed during manufacture. Only our natural eco-kraft boxes are supplied without ribbon.
Where are the goods despatched from?
Our warehouse is in Traverse City, Michigan.
I’ve received my boxes but a few are damaged what do I do?
Please call or e-mail us. We are really very sorry but inevitably it is unavoidable on the odd occasion as with any item. We check our boxes for quality before they leave our factory but it is impossible to open and check every individual box at the warehouse. Unless we see evident transit damage we have to believe the boxes inside are fine. Sometimes they may suffer transit damage between our warehouse to you, despite our best efforts using only high quality double walled inner and outer shipping cartons.
When you contact us please let us know if there is any transit damage to the outer or inner carton as this helps us identify the problem. If you are able to send us images showing the problem this would also be very helpful.
We will replace damaged boxes or credit them, depending on how you want us to deal with the problem.
Please do not sign for goods in good condition unless they are! If there is any sign of damage to your package/s please be sure to add a comment to the consignment note when you take delivery and contact us immediately you are aware of any problem.
Can I recycle your boxes?
Yes depending on any restrictions from your local authority which vary from town to town.
The magnets don't seem to be working, what should I do?
Magnets are like people, they like being together! We use strong magnets on our boxes so you should not experience any problems but if they do not produce a positive closure immediately, you may need to give them a little time. Magnetism gets stronger over time and magnets can also be adversely affected by cold weather.
Allow the boxes to come up to room temperature if the weather is cold. Close the box front flap and leave for 24 hours, the magnetism will increase and the closure flap should be fine.
Magnets still not working after following the above advice?
Please contact us. It is very unlikely but our boxes are hand made and it's possible the magnets have been assembled incorrectly and are repelling each other rather than attracting each other. We have only had a handful of boxes with this problem in all the years we have been making boxes but if having tried the above instructions you still have problems, please contact us for possible replacement.
I can't find the colour or size I want?
We have tried to cover a wide range of colour and size requirements but inevitably it is difficult to cover all variables. We will continue to expand our range so please be sure to send us your comments and ideas on additional sizes so we can grow our range to hopefully help you in future.
If you are looking for 3,000 - 5,000 or more boxes and have 12-16 weeks to develop your own unique box then please take a look at our Bespoke page, or contact us and we will be happy to help you develop a custom solution.
I am a registered charity or hospital, do you have special prices?
If you are a charity or hospital we are very keen to support you. We work with many charities in the UK and offer an automatic 10% discount on our listed prices. We are especially fond of the numerous baby charities we work with, including Sands Stillbirth and neonatal charity and many hospitals who use our boxes as memory keepsake boxes.
Please contact us before you place your order so we can give you a unique discount code you can use at the purchasing checkout stage of processing your order.