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Frequently Asked Questions

Placing an Order

Delivery

Services

 

Placing an Order


Q: Why should I order from Pacific Basket Company?
A: Because we have been doing consistently fabulous gifts since 2001! We are very proud of the products and services we provide and continuously challenge our team to come up with great ideas.

Q: How do I place an order?
A: Orders can be placed online 24/7 via our secure server at www.pacificbasketco.com. Alternatively, orders can also be placed via phone Monday through Friday 9am-5pm (PST) by calling 1-866 425-2139 or 604-552-0249

Q: How can I send multiple orders to different addresses?
A: Multiple orders can be entered through our secure website. Gifts and baskets can be sent to different addresses, each with their own message card. Alternatively, multiple orders can also be emailed in either MS Word or MS Excel format to order@pacificbasketco.com . For security reasons, if you are emailing your order we recommend not including any credit card information. A customer service representative will contact you for payment information.

Q: Do I need to set up an account to order online?
A: No. Orders can be placed as a guest and no order information will be saved for subsequent orders.

Q: What is the advantage of setting up an account with Pacific Basket Company and does it cost anything?
A: Setting up an account is free and gives you access to many more features of our website including

  • Saving your billing information (excluding credit card details) to make orders quicker and easier.
  • Address book – to make sending to favourite people quicker and easier.
  • Order History – See past orders including message card and photos along with the ability to resend the same gift again, or to someone else.
  • Build a Wish list of your favourite gift ideas, email them or print them as your personal brochure. Wish lists can be saved for later access.
  • Future updates will include a calendar with gift reminders of important dates (i.e. birthdays, anniversaries and holidays).

Q: Are your prices in US or Canadian dollars?
A: All our prices are in Canadian dollars and will be settled in Canadian funds.

Q: What methods of payment do you accept?
A: Pacific Basket Company accepts all major credit cards, such as MasterCard, Visa, American Express and Diners. Companies might also pay by company cheque, however, a corporate account will first need to be established. Please contact customer service for more information on corporate accounts.

Q: How much is the Tax?
A: Yes, tax is additional and as of July 1st, 2010 all orders will be subject to the HST tax as it pertains to each province or territory listed below. The tax will be applied to the province of delivery as outlined the Place of Supply Rules - June 2010.
NS-15%
ON-13%
NB-13%
NFLD-13%
BC-5% GST plus 7% PST (on select gifts)
AB-5%
SK-5%
MB-5%
QC-5%
PEI-14%
NWT-5%
Yukon-5%
Nunvit-5%
Deliveries made outside of Canada are not subject to taxes.

Q: How far in advance should I place my Christmas order?
A:  Holiday gift baskets are one of the most popular products of the year and many designs do sell out. To avoid disappointment we suggest placing your order as early as possible and selecting a later ship date. Our Holiday gift designs will be available for viewing by the end of September. For larger custom orders we suggest contacting us as early as possible for best product availability.

Q: Can our company open a corporate account?
A: Yes, contact customer service for a Corporate Account Application form. Please note that we are unable to open new accounts in the month of December.

Q: Do you offer volume discounts?
A:  Yes, we work with many leading companies and have a range of incentive options available. For orders over $1,000.00 please contact customer service for more detailed information.

 

Delivery


Q: Where are you located?
A: Our showroom and warehouse is located in Coquitlam, BC (a suburb, just 20 minutes from downtown Vancouver). All of our gift baskets ship from our Coquitlam location.

Q: Does the price of your gifts and baskets include delivery?
A: No. All gift baskets listed on our website do not include delivery charges. Delivery charges vary according to the size, weight and delivery location. During the ordering process delivery quotation are provided prior to completing the order.

Q: Some of your competitors include shipping. Why don’t you?
A: While it may appear easier and cheaper to include shipping in the cost of each gift, it certainly isn’t free. We use a variety of couriers and have negotiated fair rates. Each gift is quoted according to its size, weight and location to offer the best shipping option. 

Q: Do you ship all your gift baskets internationally?
A: Yes, with the exception of fruit and/or wine baskets which are only available in the Metro Vancouver area. As an FDA registered company we regularly ship our products to the United States. For other international destinations certain food items may be restricted. Pacific Basket Co. will check customs information for those countries before shipping overseas. For destinations outside Canada or the USA please contact customer service directly.

Q: If I place an order today, when will it ship?
A:  All orders received before 1:00 PM PST will be shipped the same day. Past that time we will ship the following business day. Once you have entered the destination address online, you will be given delivery option for the destination area. You can also place an order to be delivered at a later date. For transit times to major cities across Canada, please refer to our Shipping page.

Q:  Can you ship to P.O. boxes?
A:  Yes. FedEx/UPS/Purolator  will subcontract deliveries to P.O. Boxes to Canada Post. Please note that all couriers reserve the right to subcontract deliveries and that this may require additional transit time beyond the days quoted.

Q: Can I use my own shipping company /account?
A: Most certainly. We are happy to ship any of our products using your FedEx account or courier of choice. For non-Fedex couriers, contact customer service for more information.

Q:  What happens if the recipient is not at home to receive your delivery?
A:  The driver will leave a notice and attempt delivery on the next business day. It is up to the discretion of the driver whether it is safe to leave the package without a signature. In the case of apartments, if the driver is unable to gain access to the building, the package will be returned to Pacific Basket and additional shipping charges will be applied to re send it.

Q:  Will I receive a confirmation that my gift was delivered?
A:  Yes, you will receive a confirmation email directly from the courier (FedEx/UPS/Purolator) confirming your order has been delivered. Local couriers are not able to provide this service. For confirmation of deliveries sent with local couriers, please contact us directly and we will confirm with the courier.

Q:  Can I pick up my order from your warehouse?
A:  Yes, during the ordering process simply choose pick-up as the delivery option. Your order will be ready for pick up on the date selected.

 

Services


Q: Can you customize a basket?
A:  Yes. We can customize any of our gifts or create a gift just for you. Our single custom baskets begin at $50.00. We are unable to do custom designs during the month of December due to the high volume of Christmas order. 

Q: Can we include our company’s promotional material to your baskets?
A: Yes. We will be happy to discuss how we can incorporate your promotional material into our baskets. At Pacific Basket we do not charge any additional fees to include your promotional material.

Q: What is personalized ribbon?
A:  Personalized ribbon or imprinted ribbon is satin ribbon that has been passed through our imprinting machine, transferring your message and/or logo to the ribbon on a metallic foil via thermal transfer.
Personalized ribbon is an option and it will increase the cost of the basket by $5.00. Text can be entered at the same time you enter your gift message online. For more information regarding corporate logos or special images, please email info@pacificbasketco.com

Q: What is your substitution policy?
A: Pacific Basket Company reserves the right to substitute unavailable products for one of equal or greater value.

Q: Can I add alcohol to a basket?
A: As stated by the BC Liquor Control Act, we are allowed to include alcohol in our gift baskets and ship it within the British Columbia province only to recipients over the age of 19. Under the BC Liquor Control Act we are not permitted to store any alcohol at our premises. However, we can purchase the liquor for you at any BC Liquor Store and charge you the liquor store price plus a $5.00 pick up fee.
If there is any special bottle selection or brand that you would like us to include in the gift basket, just let us know and we will be happy to get if for you.

Q: How much does it cost to include a personalized gift card to your gift baskets?
A:  It’s free. Pacific Basket Company offers complimentary gift cards with all our gifts. All you need to do is fill out the form with the desired message at the time of ordering. Please remember to add your name so the recipient knows who’s the basket is coming from. Also, check for spelling mistakes. We often deal with dozens of orders in a daily basis and sometimes it’s impossible to catch a misspelling, so please make sure to check the information provided is correct.

Q: What is your Return Policy?
A:  If for any reason you are not 100% satisfied with your product and would like to return it, we will gladly do so provided that the gift basket has not been opened. Returned baskets must be returned to Pacific Basket in the same manner as they were originally shipped. Shipping charges are non refundable. For returned gift baskets a 15% re stocking fee will be applied.