Refund policy
Returns & Exchanges
We have a 30-day return & exchange policy, which means you have 30 days from the order date to request a return/exchange. We do not offer free returns/exchanges, all prepaid label costs will be deducted from your refund or you may purchase your own label at your nearest USPS/UPS office. Shipping fees are non-refundable.
To be eligible for a return/exchange, your item must be in the same condition that you received it, unopened and undamaged, in its original packaging.
You’ll also need the receipt or proof of purchase.
For items purchased as Packs (e.g. Pack of 6), the entire set must be unopened, and returns of partial sets are not accepted.
To start a return/exchange, you can contact us at hi@ourbasket.com.
If your return/exchange request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please be advised you are liable for any return shipping charges. They will be deducted from your total refund or you may purchase your own return label upon approval by customer service. This process may take up to five (5) to seven (7) business days.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hi@ourbasket.com.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.
The evaluation period is between 2-4 business days from when the package is received.
If approved, you’ll be automatically refunded on your original payment method.
Please note that your refund may take between 5-14 business days depending on your bank.
Damaged & Missing Orders
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
All claims for damaged or missing shipments must be made within fifteen (15) days from your scheduled delivery/delivered date.
Claims may be made by email to hi@ourbasket.com. For damaged claims please include the following in your email:
- A contact phone number
- Order number
- Pictures of the label, box, and damaged contents
For all claims made by the fifteenth (15th) day from your scheduled delivery/ delivered day, we will replace your damaged or missing shipment upon customer service approval.
We will submit a claim with the shipping service used. Please be advised the shipping service used may contact you to verify the damaged/missing claim.
Please keep damaged goods until shipping service is done with the investigation
We are unable to accommodate claims for damaged or missing shipments received after the fifteenth (15th) day following your scheduled delivery.
Replacements will not be issued until our customer service team determines that the shipment was damaged or missing. This process may take up to five (5) to seven (7) business days.
Cancellations
As soon as an order is shipped from our fulfillment center, it cannot be canceled.
Notifications are sent out as soon as an order has shipped, please check your email for any updates.
If you need to cancel your order, please email us at hi@ourbasket.com. If it has not been shipped, we will cancel it right away.
Shipping
Please be advised you will pay all shipping and handling charges specified during the ordering process.
Canada: You are responsible for any fees and duties that need to be collected, we are not responsible for any unpaid duties. Any orders not received due to unpaid duties will not be subject to any refunds.
Upon order placement: Title and risk of loss pass to you upon our transfer of the products to the carrier. Please be advised we are not able to contact any carriers, UPS & USPS, on behalf of you, the customer, for any changes to delivery. We are not responsible for any packages that are unable to be delivered by carrier and you are responsible for arranging a new delivery date or pick up at a UPS access point or post office.
You acknowledge that any delivery dates we may provide are non-binding estimates only and cannot be guaranteed.
We are not liable for any delays in shipments, and you expressly waive any right to bring a claim against us for delays or early deliveries.
We reserve the right to make deliveries in installments.
Please note: At OurBasket, every order is handled with care and attention. We encourage our customers to take a moment to confirm their shipping details to ensure a smooth delivery. If an address error occurs and a package is returned, a reshipment fee will automatically apply, starting at $9 and may vary depending on the size of the order. Should you choose a refund, this fee will be involved to cover the logistics. We are committed to fairness and responsibility—if the error is ours or our carrier's, we will address it immediately, prioritizing your satisfaction.
We will send you an email to your provided email address when your order has shipped, and you may review your order and shipping information.