Return Policy

Return Policy

All claims must be issued in writing by fax: 1 (888) 453-6997 or e-mail: [email protected] Claims will not be accepted via the phone
All damage, discrepancy and late delivery claims must be made within 2 (two) business days of the gift being received. There will be No exceptions to this policy. If a gift arrives damaged or there is a discrepancy Kenzy’s will make every effort to resolve the issue in a timely manner and to your recipient’s satisfaction. Refunds will be at the sole discretion of Kenzy’s and will only be issued if damaged gifts or discrepancies can be verified by the carrier. If your recipient disposes of the gift before we can verify the damages or discrepancy we will not issue any refund or replacement. Please keep in mind that missing items may have been substituted.

Wrong or Bad Address
You will be responsible for any and all additional shipping charges incurred. In the event a carrier returns a gift due to being refused, a bad address being supplied or non availability of a recipient all shipping charges assessed by the carrier and a 20% restocking fee will be charged to your account. Shipping charges usually consist of shipping to the recipient, shipping back to Kenzy’s and any address correction fees.

Cancelled Orders
An order cannot be cancelled once it has been shipped. If you decide to cancel after shipment, our standard return policy applies.

Free Shipping Items
For items that shipped for free, our shipping costs will be deducted from your store credit.

Return Policy for Perishable Items
If a perishable item is returned to us marked as “undeliverable” we cannot offer a store credit. Unfortunately, unlike items that have a longer shelf life, items that are perishable are unable to be resold after they are sent back to us.

Wine & Beer
No refunds will be issued if your gift basket containing wine or beer is being returned to us due to an adult over 21 not being available to sign for the delivery. However, if the gift basket is returned we will be happy to reship it to another location for only the cost of shipping and handling. Kenzy’s will not be responsible for gift baskets where an adult is not available to sign. We advise that you let the recipient know a gift is on its way.

Late Delivery & Service Guarantee Refunds
In the event a carrier delivers a gift late a shipping refund may be approved but, is not always guaranteed. Carriers do not offer refunds of any kind on late deliveries involving a bad address, missing apartment number, incorrect zip codes or any other information supplied which is not accurate. In addition carriers do not offer refunds involving but not limited to the following: Acts of God, weather conditions, Emergency conditions beyond their control, mechanical delays of aircrafts or other equipment failures and several additional issues. Please request a copy of the Carriers Terms & Conditions for a complete listing.

Substitution Policy

For a variety of reasons, we will occasionally run out of a specific item. While this situation does not occur often, we reserve the right to substitute an item of equal or greater value in our product. Kenzy’s will make every effort to fill each order exactly as specified on the content listings. However in the event we are out of stock on any item we reserve the right to make substitutions of equal or greater value without prior notice. No refunds or credits will be offered due to substitutions. During hot weather months all chocolate items will be substituted with hard candy items of equal or greater value.