Frequently Asked Questions
GIFT BOXES
Do you send a receipt inside the box?
No. We are sending gifts directly to the recipients most of the time, so we will not include a receipt inside the box. As the gift giver, you will receive an email confirmation of your order that will act as your receipt.
What is the size of each box?
We have several sizes:
MINI: 6”x6”x4”
STANDARD: 10”x10”x5” (black and white), 9”x9”x4” (kraft)
What is inside each gift box?
We’ve taken extra care to photograph each product at several stages of packaging, so you’ll know exactly what your recipient is receiving! Each box contains the products listed (sometimes we need to make flavor or brand substitutions due to supply chain issues), secured tissue to hold the items in place, and an insert card with handwritten message of your choosing.
Do the gift boxes come with a note?
Yes! You have the option of adding a message to the notecard insert that our team will hand write and place inside the package.
When do you have new gift boxes?
We often update and improve our gift boxes from season to season.
Can I select a ribbon color other than the one pictured with the ready-to-ship gift?
We are happy to swap ribbons for any color that we have in stock, with no additional charge. We currently stock black, white, soft gold, ivory, and forest green. Please indicate your ribbon color choice (if different than the color pictured with the gift box) in the notes section of your order.
Does the gift box ship as shown on the website photos?
Yes! We have included several photos of each gift to show you what the recipient will see when they open their gift. From time to time, due to supply chain disruptions, we may have to substitute a different flavor or brand, but we assure you that your gift box will be beautiful and every attempt will be made to keep the box exactly as pictured.
Do you ship items that can melt during the summer months?
Items including chocolate and candles are in several Ready-To-Ship boxes and have the potential to melt in warm locations and seasons. Please note that purchasing gift boxes including items with the potential to melt is at your own risk. We cannot guarantee the quality of these items once UPS has taken control of your package(s). We are unable to issue any refunds due to melted items upon delivery.
Can I customize a box?
Yes! We would love to create something personal, custom, and wonderful for you! Please email us at hello@shopnovelgifts.com or call 614-344-1096 and we can talk about your gift needs. We have a 6 box minimum for custom orders.
What are the options for custom gift boxes?
All gifts are packaged in a rigid keepsake box in either black, white, kraft, or unfinished wood, with either a double-faced satin ribbon in a coordinating color or a custom printed belly band. If you’d like to customize a gift box, please email us at hello@shopnovelgifts.com or call 614-344-1096.
Do you make corporate gifts?
Yes! One of our favorite tasks is creating amazing and creative corporate gifts for holidays, product or service launches, sales events, and parties. Reach out at hello@shopnovelgifts.com or call 614-344-1096 and we can talk details!
Do you make wedding welcome gifts?
Here’s a little secret…our owner was a wedding and corporate Event Planner for over 25 years! We know how to create beautiful and personal hotel welcome boxes, restroom amenity boxes, bridesmaid/groomsman ask boxes, and more! The wedding industry has a plethora of opportunities for gifting and we would love to help you create gifts that match your wedding vision. You can choose to select one of our Ready-To-Ship gift boxes, or we design a custom look for you! Reach out at hello@shopnovelgifts.com and let us know how we can help!
WEBSITE AND ORDERING
What forms of payment do you accept?
For our Ready-To-Ship gift boxes, we gladly accept VISA, MasterCard, American Express, Discover, and PayPal.
For our Custom Gift Boxes, we accept all major credit cards and company check. For custom orders totaling $5000 or more, we only accept ACH or company check.
Do you charge sales tax?
Yes. We charge 7.5% sales tax on all orders.
Do you have a minimum order?
Our Ready-To-Ship gift boxes have no minimums. Our minimum order for Custom Gift Boxes vary based on the type of gift box. Please contact us via the link below to inquire about our Custom Gift Boxes.
Why didn’t I get a confirmation email after placing my order?
There are a few reasons this might happen…First check your spam/junk email folders to see if your server has placed the email there. Our receipt emails are auto-generated through Squarespace and your server may have security in place to reject these emails.
If you don’t find your receipt in your spam/junk email folders, email us at hello@shopnovelgifts.com and we will send over a copy of your order.
Why do you need my email address?
Once you’ve placed an order, we will need to email your receipt and shipping confirmation with tracking number. We do not provide your contact information to any third-party companies.
What happens when I subscribe with my email address?
If you choose to subscribe, you will receive our email newsletters which will include seasonal offers, new products and promotions.
Will my recipient addresses remain private and confidential?
Yes! No one outside of the Novel Gifts team will see the information you provide about your gift recipient.
Can I purchase a gift card?
At this time, we do not offer any gift cards.
How can we contact you?
Please click the Contact tab on our website to fill out a contact form or email us at hello@shopnovelgifts.com or call 614-344-1096 and we will assist you.
SHIPPING
What are your delivery methods?
All gift boxes are shipped from central Ohio via UPS Ground, UPS 2nd Day Air, and UPS Next Day Air.
Gift boxes usually arrive to destinations in the Midwest within 1-2 business days, the northeast, southeast, and Atlantic coast within 2-3 days, and the west within 4-5 days. If you need your gift boxes to arrive earlier, we suggest using the 2nd Day or Next Day UPS options.
For our central Ohio customers, we also offer Personal Delivery Service within Franklin County, Ohio. If you are outside of Franklin County, Ohio, we are still able to safely ship your gift boxes!
Do you ship internationally?
At this time, we only ship within the United States (which includes Alaska and Hawaii).
How long will it take to ship my gift box once it is ordered?
Our Ready-To-Ship gift boxes will be packaged and prepared to ship within 1-3 business days after your purchase. Orders purchased on a Friday will ship out no later than the following Wednesday.
Custom Gift Box Service will have longer production times for design, curation, and assembly. We prefer to have 6 weeks of lead time prior to your custom gift boxes shipping. At busier times of the year, we may require more notice.
Can you arrange for my gift to arrive on a certain day?
Yes! Orders placed by 10am EST with UPS Next Day Air will be sent to the head of our line for rush packaging and shipping the very same business day. Orders placed after 10am EST with UPS Next Day Air will be shipped the very next business day. PLEASE NOTE: Due to COVID-19, UPS is not guaranteeing next day service so we also cannot guarantee 100% that your package will arrive the next day.
I just placed an order and I am worried that it won’t arrive on time. Is it too late to upgrade to rush shipping?
This is not a problem! If you let us know on the same day that you place your order, we will be happy to upgrade your order to rush shipping. You can reach us at hello@shopnovelgifts.com or 614-344-1096.
What happens if I order expedited shipping and it is delayed?
This is very frustrating for you and for us! Once an order leaves our warehouse via UPS, we are at the mercy of our shipping partners to deliver your order. If the delay happened because of a UPS issue, it is out of our control and we cannot offer a refund on shipping.
Will my recipient need to sign for the delivery of the gift box?
We do not require a signature when the box is delivered.
It says the delivery of my gift box was unsuccessful. Now what?
We are happy to assist with tracking a package to reschedule delivery. Most likely, there is an address error when completing the order. Please email us at hello@shopnovelgifts.com or 614-344-1096 and we will assist you.
My tracking number says the gift box was delivered, but my recipient never received it.
The first step is to have the recipient check all areas around the home and with neighbors to see if anyone has the package. This happens all the time! If no package turns up, email us at hello@shopnovelgifts.com or 614-344-1096 and we will try to assist you locate the order. Since this issue is the domain of UPS, we do not have any control over lost or stolen packages. If the package is determined to be lost or stolen, we recommend filling a claim with UPS and we will also file a claim on our end.
I want to change the shipping address, but my order already shipped.
We are happy to create an address change request with UPS, but this will require a $15.00 change fee and we cannot guarantee that the changes will be updated by UPS.
Can I ship to multiple different addresses in one order?
We only have the capability to ship to one address per order at this time. If you need to ship gifts to different addresses, you will need to complete checkout for one address, then begin another order and complete checkout for the second address. We hope to be able to ship to multiple addresses within one order very soon!
Where is my tracking number?
Your tracking number is generated once a shipping label is prepared, which is done on the day that your order ships out of our studio. When we are ready to ship your gift box, you will receive an email with a tracking number. If you haven’t received your tracking number, but you think your order should have shipped, please check your junk/spam emails before contacting Novel Gifts. It is possible that your email filter is not allowing auto-generated shipping emails from our website provider, Squarespace.
We are sure this is very frustrating! But, it is an issue that is out of our control. If you think your email server has rejected our auto-generated shipping emails, please email us at hello@shopnovelgifts.com and we will provide your tracking information!
For our Custom Gift Box clients, our team will send a spreadsheet with all recipients and tracking numbers once the order has shipped.
What happens if my order is returned to Novel?
If UPS returns your gift to Novel as undeliverable, we will be happy to re-ship your gift in this way:
An email will be sent to you stating the reason for the return (declined, invalid address, etc.). We will need you to email updated mailing address to attempt re-delivery. If you do not respond to this email within 10 days, you will forfeit the gift and no refunds will be issued to you.
Once we’ve received your email with updated address information, your gift will be repackaged in a new, pretty shipping box.
An invoice will be sent to you for the cost of shipping plus a $15.00 re-processing fee. Once you’ve paid the invoice, we will ship the gift back to your recipient within 1 business day. If you do not pay the invoice within 10 days, you will forfeit the gift and no refunds will be issued to you.
RETURNS AND EXCHANGES
What is your return policy?
Due to the perishable and delicate nature of the items we include in our gift boxes, we are unable to accept returns or issue refunds. In the event that your gift box arrives damaged, please notify us within 24 hours of delivery. You can reach us at hello@shopnovelgifts.com or by phone at 614-344-1096. Our hours are Monday through Friday, 9am-4pm EST (excluding holidays).
How do I cancel my order?
We do not accept order cancellations.
