Policies
How your gifts get there, what it costs, and what we do when something goes wrong.
Last updated 17 September 2026
Every order is packed by hand at our studio in Fort Lee, New Jersey, and ships Monday through Friday. Ready-to-gift boxes from the shop are packed and handed to the carrier within 1–3 business days. Orders placed on a weekend or a federal holiday begin processing the next business day.
Gifting Concierge sends are curated and dispatched on your membership's turnaround, not the custom lead time below.
Plan on a 2–4 week lead time from the day your order is approved, and 3–4 weeks for orders shipping between 15 October and 31 December, when our makers and carriers are at their busiest. Transit is on top of that: allow a further 1–7 business days once the order leaves us, depending on the destination.
The clock starts when three things are done, not before: the proposal is approved in writing, your payment has cleared, and everything we need from you is final: artwork, branded materials, the note copy and the complete recipient list. If any of those arrive later, the ship date moves by the same number of days, and we will tell you the new one.
Once those are in hand we confirm your ship date in writing and we hold it. If a sourcing delay puts it at risk we tell you as soon as we know, not after the date has passed, and we substitute an item of equal or greater value rather than miss your date. Working inside the standard lead time is often possible and is quoted as a rush.
If you are gifting for a dated event, tell us the date at the start. We would rather turn work away than accept a timeline we are not confident we can meet.
Shop orders are paid in full at checkout, by card, PayPal or Venmo. Custom, corporate and event orders under $5,000 are billed in full on approval; larger orders are billed 50% on approval and 50% before the order ships or is delivered.
You can send a deposit or a balance by Venmo to @occasionsbox. Venmo tells us your name and your note and nothing else, so put the invoice or proposal number and the recipient’s name in the note, for example INV-1042, Alvarado shower. A payment we cannot match to an order sits unapplied, and on a custom order that means the lead-time clock has not started. Paying inside the shop needs no note: Venmo there runs through our PayPal checkout, so the order, its contents and the shipping address arrive with the payment.
We ship nationwide. Ground shipping is our standard service and is included on Gifting Concierge memberships. On shop orders, shipping is calculated at checkout. On corporate, event and bespoke orders, shipping is quoted with your proposal, because cost depends on quantity, destination and how the boxes are packed. Domestic orders go out with USPS or UPS, and every shipment is tracked; we send you the tracking number when the order leaves us.
Rush production and expedited delivery are available on request and are billed in addition.
We hand deliver and set up ourselves within Bergen County and a 25 mile radius of Fort Lee, New Jersey. Allow 1–2 business days for a hand delivery. Same-day delivery is sometimes possible; ask and we will tell you honestly whether we can make it. Hand delivery beyond that radius is available and is quoted with your proposal.
Please give us complete and accurate addresses, including any suite, floor or mail room detail. We ship to the address supplied on the order and we cannot be responsible for a gift delivered to an address that was entered incorrectly.
Once an order has shipped we cannot reroute it. If a package is returned to us as undeliverable we will contact you and can send it again once the address is corrected; reshipment is billed at cost.
On multi-recipient corporate sends, you are responsible for the accuracy of the recipient list you provide. We will flag addresses that fail validation before we ship.
Every box is packed by hand to travel, but carriers are carriers. If a gift arrives damaged, if something is missing, or if the wrong item was sent, email Hello@occasionsbox.com within 5 business days of delivery with photographs of the box and its contents. We will replace the affected items or the whole gift at our cost.
If tracking shows a package as delivered but the recipient does not have it, tell us within 5 business days and we will open a claim with the carrier and work it through with you.
All sales are final. Because every box is curated, hand-packed and often personalised for a named recipient, we do not accept returns or exchanges, and this applies without exception to custom, corporate, event and bespoke orders.
That is not a policy for hiding behind. Anything that arrives damaged, defective or not what we agreed is ours to put right, and the section above is how we do it.
Shop orders can be cancelled for a full refund any time before they ship. Once a box has shipped, the section above applies.
Custom, corporate and event orders can be changed or cancelled without charge up until we approve your final proposal and begin sourcing. After that point, products have been bought and materials have been printed on your behalf, so cancellation refunds any amount not yet committed to your order and design fees already earned are non-refundable.
Some boxes contain chocolate, confections or other items that do not travel well in extreme heat. In warm months we may adjust packing, hold a shipment for a better delivery window, or substitute an item of equal or greater value rather than send something that will not arrive in the condition we intend.
Email Hello@occasionsbox.com or call (551) 246-0028. We reply within two business days.