Our Policies
100% Satisfaction Guarantee
At Eden Baskets, we guarantee that your gift baskets will arrive in good condition. We guarantee your 100% satisfaction. If you or your gift recipients are not completely satisfied with our product, please contact us by taking advantage of any of the following convenient methods:
Email us at [email protected]
Call us at 1.800.WOW.EDEN (1.800.969.3336)
Write us at:
Eden Baskets Customer Care
38 East Ridgewood Avenue, Suite 344
Ridgewood, NJ 07450
Our Return Policy
Basket damaged? Other problems?
At Eden Baskets, we take special care in how we pack our UPS shipments. We pack our baskets with air bags and/or packaging peanuts in reinforced corrugated boxes. In our 21 year history of UPS shipments, we have had very few problems with damage in transit, less than .05% of all our shipments. But this does happen occasionally. In this event, please call us and we will replace the basket.
In fact, if for any reason you or your recipient is not satisfied with the products in the baskets, please notify us immediately for replacement or refund.
If it happens that we make a mistake on your order -- for instance, if we inadvertently sent the incorrect order to your recipient-- we will be replace your gift basket immediately and upgrade this to the next size basket without any extra charge. If you would prefer a full refund, we will do this immediately.
When a basket is damaged in transit due to incorrect address given to us:
If the problem was due to an incorrect address that was given to us, we will replace the basket for free, and charge you only for the redelivery, provided the basket would still be in a presentable form. This is applicable mainly to van delivered baskets, as our drivers usually return to our warehouse within a few hours, with the gift baskets still fresh and in good condition.
However, this is generally not the same with baskets shipped by UPS, especially if they contain perishable fruit. If a fruit basket had been sent by UPS to an incorrect address, by the time UPS returned the "undeliverable" box to us, the fruit basket will generally be in bad shape. In this case, we will not be able to resend a basket free of charge. Should you wish to reorder another basket to be resent to the corrected address, we will give you 20% discount on the replacement basket as a courtesy to you.
Substitution Policy
Due to the individual design of each basket, generally, the products you see in our baskets are what you get.
However, on rare occasions, it may be necessary to make substitutions in our baskets with products of equal or greater value. This may be necessary in the following instances:
1. Should be we out of stock on a particular item, we will replace the product with another item within the same price and quality specification.
To give you an example: You ordered an Eden fruit basket. This has several products, one of them being Les Sables de Loire, coconut cookies from France. If we run out of this product, we will then replace this with Le Sable de L’Abaye, butter cookies from France. They are similarly priced and of the same quality and type. The gift basket itself will contain all the other products as shown, except for this particular replacement.
2. There is another case when substitution is necessary: changing from fruit basket to gourmet (no fruit). We can only ship fruit baskets by UPS that take from 1 to 3 days of transit time. (Refer to UPS Transit Time for this). Let us suppose that you selected a fruit basket to go to California. This is beyond 3 day transit time limit. In this event, we will recommend to you to switch to a gourmet (no fruit) basket of the same price range. We will call you or email you to make sure that you approve.
What happens in this case if we cannot reach you for your approval? If there is a time constraint on your order and we cannot reach you, we will exercise our utmost care in choosing the appropriate gourmet basket equivalent to your order. We would, of course, attempt to contact you, by email and by phone, several times during the course of the day.
If there is no time constraint on your order and we cannot reach you, we will wait until we get your approval before we switch the fruit basket to a gourmet (no fruit) basket.
The bottom line on our substitution policy is whatever works best for you in terms of product quality and service.
Security Policy
Our website provides encryption of your credit card number prior to transmission over the Internet using secure socket layer (SSL) encryption technology. This works best when viewed using Microsoft's Internet Explorer or Netscape Navigator.
However, there is no guarantee that transmission of any kind of data over the Internet or any other public network is 100% secure. Although we make every reasonable effort to safeguard your personal information once we receive it, we cannot fully guarantee security of information you transmit to us.
