Refunds & Returns

Last updated: June 6, 2026

Overview

The North Pole Company takes care in preparing and arranging Christmas gift basket orders so they are presented appropriately for recipient delivery during the Christmas season. 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.

The North Pole Company sells Christmas gift baskets and seasonal holiday assortments during the Christmas season. Products may contain a mix of shelf-stable items, perishable items, seasonal goods, alcoholic products where permitted, specialty items, third-party branded products, or personalized greeting messages depending on the product selected.

Because many orders are prepared for a specific recipient, address, delivery date, and seasonal delivery window, eligibility for a refund, replacement, credit, or other resolution depends on the order condition, delivery outcome, product type, order timing, recipient availability, delivery information, and supporting documentation.

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, the full gift basket or package as received, and the original packaging are required so customer service can properly assess the issue. We may also request the order number, purchaser name, recipient name, delivery address, delivery date, and a brief description of the issue.

Once the required information is received, customer service will review the claim. Where appropriate, customer service 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.

Submitting a claim does not guarantee a refund, replacement, credit, or other resolution.

Refund Eligibility

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

  • Perishable items affected by delivery delays caused by incorrect information, recipient unavailability, failed access, refused delivery, or circumstances outside our control
  • Orders affected by incorrect, incomplete, or outdated purchaser, recipient, delivery, building, suite, buzzer, company, or phone information
  • Orders that cannot be completed due to restricted building access, security procedures, concierge limitations, mailroom handling, front desk procedures, gated property access, hospital or institution rules, or similar managed-property conditions
  • Situations where perishable items are substituted with suitable alternatives at our discretion to protect quality and support successful delivery
  • Customized, personalized, or recipient-specific items, including personalized greeting messages once prepared or included with an order
  • Change of mind after an order has been placed
  • Personal taste, preference, or dissatisfaction with a product that was prepared and delivered in reasonable condition
  • 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, courier confirmation, recipient confirmation, building acceptance, or other delivery confirmation has been obtained
  • Delays or delivery issues caused by weather, traffic, carrier disruptions, courier delays, road conditions, public emergencies, labour disruptions, seasonal delivery volume, building access limitations, security procedures, or other circumstances beyond our reasonable control
  • Alcohol or regulated products that cannot be delivered due to age-verification failure, recipient ineligibility, local restrictions, or applicable delivery rules

Substitutions made in accordance with our substitution standards are not considered defects when the overall holiday theme, value, and presentation of the product are maintained.

Substitutions

Because holiday inventory is seasonal and high-demand, substitutions may be made when necessary. In all cases, we ensure the overall holiday theme, value, and presentation are maintained, using our judgment to deliver a complete and thoughtfully prepared Christmas gift.

Substitutions may involve food items, beverages, packaging, containers, seasonal goods, branded products, alcohol where permitted, or decorative elements. Substitutions do not automatically qualify an order for a refund, replacement, or credit when the substituted order maintains the intended holiday theme, value, and presentation.

Returns

Christmas gift basket orders are prepared for specific customers, recipients, delivery dates, and seasonal delivery requirements. Many items cannot be reused or resold. As a result:

  • Perishable items cannot be returned
  • Opened, used, damaged, 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, regulated, or recipient-specific items may not be eligible for return
  • Returns are not accepted simply because of personal preference, change of mind, or recipient taste

Re-Delivery and Re-Shipping

If an order cannot be delivered due to purchaser or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense where available and appropriate.

  • Re-delivery or re-shipping fees depend on the product type, destination, delivery method, delivery timing, courier availability, and seasonal capacity
  • 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, delivery availability, recipient availability, seasonal capacity, and applicable delivery requirements
  • Orders containing alcohol or regulated products may be subject to additional re-delivery limits, age-verification requirements, or delivery restrictions

Shipping and Delivery Model

The North Pole Company provides Canada-wide Christmas gift basket delivery during the Christmas season. Delivery options are shown at checkout based on the recipient’s address, selected product, seasonal capacity, and applicable service availability.

Same-day delivery is available in the Greater Toronto Area and Greater Vancouver Area during the Christmas season for eligible Christmas gift baskets. Same-day orders must be placed by 11am ET for the Greater Toronto Area and by 11am PT for the Greater Vancouver Area. Same-day delivery availability depends on recipient location, product eligibility, seasonal inventory, order timing, delivery capacity, and checkout confirmation.

Delivery dates, delivery windows, transit times, shipping timelines, and same-day delivery availability are estimates only and are not guaranteed unless expressly stated otherwise in writing by The North Pole Company.

Office, Building, and Managed Property Deliveries

For offices, institutions, apartments, hotels, condominiums, gated communities, hospitals, schools, senior residences, and managed properties, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, delivery room, or other location accepted by the building, recipient-side representative, courier, or delivery partner.

Once a delivery is accepted by a building representative, front desk, concierge, mailroom, security desk, or other authorized receiving point, the order may be considered delivered. We are not responsible for delays, loss, damage, mishandling, or failure to notify the recipient after acceptance by a building or managed property.

Alcohol and Restricted Items

Some Christmas gift baskets or add-ons may include alcohol or restricted items where permitted by applicable law. Orders containing alcohol or restricted items may be subject to additional requirements, including adult signature, age verification, recipient availability, proof of age, local delivery restrictions, and applicable federal, provincial, territorial, or local laws.

By placing an order containing alcohol, the purchaser represents that the purchaser and recipient are of legal drinking age in the applicable jurisdiction and that the order complies with applicable law.

If age verification cannot be completed, the recipient is unavailable, identification is not provided, delivery is refused, or the order cannot lawfully be completed, the order may be delayed, refused, cancelled, returned, or treated as undeliverable. Refunds, replacements, credits, or re-delivery may not be available in these circumstances.

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, delivery instruction, cancellation request, gift-message correction, or other change is needed.

  • Changes cannot be guaranteed once preparation, fulfillment, or delivery coordination has begun
  • Once an order has shipped, been dispatched, or entered courier or delivery-partner handling, address changes or cancellations may no longer be possible
  • During the Christmas season and other peak delivery periods, additional notice may be required and changes may not be available
  • Same-day delivery orders may have limited or no cancellation or change availability once submitted
  • Customized, personalized, perishable, alcoholic, regulated, or recipient-specific orders may not be eligible for cancellation once preparation has begun

If a cancellation or change is available, any refund, partial refund, credit, fee, or adjustment will be determined at our discretion based on order status, preparation status, product type, payment status, and delivery coordination already completed.

Events Beyond Our Control

We are not responsible for refunds, replacements, credits, failed delivery attempts, delivery delays, non-delivery, service interruptions, product availability issues, or fulfillment issues caused by circumstances beyond our reasonable control.

These circumstances may include weather, storms, road closures, traffic, courier disruptions, carrier delays, labour disruptions, public emergencies, government restrictions, supply shortages, seasonal inventory constraints, power outages, technology interruptions, payment-processing issues, building access restrictions, incorrect delivery information, recipient unavailability, or other force majeure events.

How to Report an Issue

To report a damaged, missing, delayed, undeliverable, substituted, or otherwise disputed order, please contact customer service through the Contact Us page on this website, use the support widget, or call 800-718-1981.

When contacting customer service, please include:

  • Your order number
  • The purchaser name and contact information
  • The recipient name and delivery address
  • A brief description of the issue
  • Clear photos of the product and packaging, where the issue involves damage, missing items, or product condition
  • Any relevant delivery, building access, courier, or recipient information

Order Tracking

Customers may use the order tracking widget on this website to review available order-status and delivery information. Tracking information may depend on the delivery method, courier, fulfillment status, and seasonal delivery capacity.

Tracking updates are provided for convenience and may not reflect every internal preparation, fulfillment, courier, or delivery step in real time.

Questions or Support

For assistance with an order, delivery issue, product concern, substitution question, refund request, replacement request, or order-status question, please contact customer service through the Contact Us page on this website, use the support widget, use the order tracking widget where applicable, or call 800-718-1981.

Additional delivery-related questions may also be addressed on the FAQ, Delivery Areas, and Same-Day Delivery pages of this website.