FAQs

DO YOU HAVE AN ORDER MINIMUM?

Yes, we have an order minimum for our Custom, Semi Custom and on some of our Digital  Gift Designs and Services.  Minimums are based on gift type. 

There are no order minimums on our Ready to Ship gifts.

For more information on order minimums, please complete this form and a member of our team will reach out to you within 12 business hours.

 

WHAT IS YOUR LEAD TIME?

   CUSTOM GIFTS:  Our custom gifts are carefully curated and assembled to your specifications.  Therefore, we like to have 6 weeks to complete our Custom Design process, which includes design, sourcing, gift assembly and shipping.  During busy seasons (like the holidays), we may require more time.  We do accept rush projects on a case by case basis.  We are here to assist you and will work with you to meet your deadline.

 

SEMI CUSTOM GIFTS: The turnaround time depends on the size of your order, but in general, for orders of 20 boxes or less,  Semi- Custom Gifts ship within 2-3 weeks of us receiving your completed order (files, payment, hi-res images.  Orders greater than 20, may require longer lead times.

 

READY TO SHIP GIFTS:  All of our gifts are created by hand as you order.  This is in an effort to ensure products in your order are fresh.  Once order is placed, please allow 1-3 business days for production PLUS transit time for delivery.  This does not include the date of your order.  For example, if you place your order on a Monday, the latest your gift would ship would be on Thursday.  Bulk orders requiring customization (your logo, personalized gift tags, printed ribbon, labels,  monogrammed items, etc) are subject to longer production times.

 

               

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

     We accept all major credit cards, Apple Pay, Google Pay, Shop Pay, PayPal, PayPal Pay Later, Amazon Pay and Affirm.  For orders over $5000 we accept ACH or wire transfer only. 

     We do not store credit card information, therefore we cannot take payment over the phone.

    ALL orders must be paid in full prior to us starting any order—NO EXCEPTIONS.  Delayed payments will result in an increased processing, ship date and ultimately the time you will receive your order.  If you need to break payments, we do accept Affirm and PayPal Pay Later options.

WHAT ARE YOUR DELIVERY METHODS?

 We ship anywhere in the United States via FedEx, UPS and USPS.   For bulk shipments large enough to require palletized delivery, we use various freight carriers.

We also offer LOCAL Hand Delivery Services in the Metro Atlanta area via courier partners. 

SAME DAY Delivery – in mid 2023 we will begin to offer a line of products available for SAME DAY delivery.  We have partnered with UPS Roadie.  Information will be on product pages.

 

I JUST PLACED AN ORDER AND AM WORRIED IT WON’T ARRIVE ON TIME.  IS IT TOO LATE TO UPGRADE TO RUSH SHIPPING?  No problem, if you notify us on the same day that your order is placed, we are happy to assist you with upgrading your shipping method for a faster delivery.  Please email: kimberly@kimberlycoleonline.com and we would be happy to assist you.

 

CAN YOU ARRANGE FOR MY GIFT TO ARRIVE ON A CERTAIN DAY?

If you order a gift from our online shop (ready to ship) by 10 AM EST (Mon-Fri) and select Next Day shipping, we will rush production and send your gift out that same day for arrival the following day.  However, please note, that carriers (UPS and FEDEx) DO NOT consider GUARANTEED SERVICE due to continued shipping delays.  We are unable to 100% guarantee Next Day arrival.  Other than this, we are not able to arrange or predict specific delivery dates with any level of certainty.

 

WHERE IS MY TRACKING NUMBER?

   A tracking number is generated once we print your shipping label, which is generated the same day the gift ships out.   You will receive an email notification letting you know that your gift has shipped and the tracking number will be provided at that time.   If you have not received a tracking number and you believe your gift should have shipped, it is possible that the shipment notification is in your SPAM or has been denied by your email server.  The shipment notifications comes directly from our website system and we have many clients who are unable to receive these emails based on restrictions set up by your email server level.   We know this can be frustrating, however this is something out of our control.   However, you may send an email to kimberl@kimberlycoleonline.com and we will be more than happy to provide tracking information when available.  You may also chat with us on our website for live help, during operating hours, M-F 9AM to 3PM.  We are closed on major holidays and closed for vacations. We are a smaller, family owned company.  Vacation times will ALWAYS be posted.

 

If you have a bulk/Custom order, our operations team will l send you a spreadsheet with all of your recipients listed along with the corresponding tracking numbers for each within 12 business hours of shipping.

 

WHY DIDN’T I GET A CONFIRMATION EMAIL OF MY ORDER?

     it is possible that the order notification is in your SPAM or has been denied by your email server.  The order notifications comes directly from our website system and we have many clients who are unable to receive these emails based on restrictions set up by your email server level.   We know this can be frustrating, however this is something out of our control.   However, you may send an email to kimberl@kimberlycoleonline.com and we will be more than happy to provide confirmation.  You may also chat with us on our website for live help, during operating hours, M-F 9AM to 3PM.  We are closed on major holidays and closed for vacations. We are a smaller, family-owned company.  Vacation times will ALWAYS be posted.

 

DO YOU SEND A RECEIPT IN THE BOX?

     Since we send gifts directly to recipients in most cases, NO we DO NOT include a receipt inside the shipping box with the gift you send.   You will receive an email confirmation upon placing your order, which can serve as your receipt.  If you need something additional, please email us at kimberly@kimberlycoleonline.com.  We are more than happy to help.

 

I LIKE A GIFT IN YOUR READY TO SHIP GIFTS, BUT WANT A DIFFERENT TAG OTHER THAN THE ONE PICTURE.  IS IT POSSIBLE TO CHANGE?

     Absolutely!  To select a different gift tag, simply select from a wide range of gift tag options featured on each product page prior to check out.  There is no additional charge to select a different gift tag.  If you need a custom tag, for example with you logo, QR code, picture, etc, please contact us via email at kimberly@kimberlycoleonline.com to upgrade that gift.

 

CAN I SELECT A RIBBON COLOR OTHER THAN THE ONE PICTURED WITH THE GIFT?

     Yes!  We are happy to swap for another ribbon color we have in stock at no additional charge.  We currently stock the following ribbon colors: ivory, black, moss green, steel blue, soft tan, soft gold, soft yellow, champagne blush and mocha.  Please indicate your choice of color in the notes section of your order.

 

DO YOU SHIP CHOCOLATE DURING WARM WEATHER?

     We are in Georgia.  For hand deliveries (Metro Atlanta area), melting is not an issue as deliveries are made in air conditioned vehicles.

For Shipped orders: Please note that ordering items subject to melting is at your own risk. Quality upon delivery cannot be guaranteed by Kimberly Cole Signature Gifs and is unable to issue refunds as a result of melting regardless of the time of year, even when cold packs are used.  We typically ship items that are subject to melt November to early April.  We would then substitute that item for something of equal or greater value.

 

DO YOU COLLECT SALES TAX?

     We collect sales tax on gift boxes shipping to the state of Georgia.

 

WHY DO NEED MY EMAIL ADDRESS?

     We are an online company.  We will use your email to provide order confirmation, delivery tracking and information relevant to Kimberly Cole Signature Gifts.  We respect your privacy, and hate SPAM just as much as you do.  Rest assured that your email address or personal information will never be shared to any third parties.

 

WHAT HAPPENS WHEN I PROVIDE MY EMAIL ADDRESS VIALYOUR HOME PAGE SIGN UP?

    When you become a part of our email subscriber list, you will begin to receive our monthly communications.  These communications will include gifting tips, announcements, behind the scenes, discount codes, new products, promotions for our email subscribers and more.  Do not worry, we will never be spammy.  We typically send 2-3 communications per month. During holiday season, you may receive more, as we want to bring you up to date information in a timely manner.

 

WILL MY RECIPIENT ADDRESSES REMAIN PRIVATE AND CONFIDENTIAL?

    Yes!  We take privacy very seriously and we will never share your recipient information with anyone outside of our shipping team.

 

WHAT HAPPENS IF MY GIFT GETS SENT BACK TO KIMBERLY COLE SIGNATURE GIFTS AS A RETURN TO SENDER?

     *We will notify you via email and/or a phone call that your gift has been returned and the reason it was returned (ie not picked up, declined by recipient, invalid address).

     *You provide us with an updated/valid mailing address to attempt re-delivery.  There will be an additional shipping charge.

     *We inspect the contents of the box and adjust anything that may have shifted during transit to make sure the gift is in perfect condition to be shipped again.

     *We repackage your gift in a brand new, clean shipping box with new shipping material.

     *The fee to re-process return to sender gifts is $15 plus the actual cost postage.

     *We will send you an invoice electronically and once the invoice is paid, we will re-ship the gift to your recipient within 2 business days.

     *If the invoice is not paid within 5 business days of the invoice being sent, the gift is considered unclaimed and becomes the property of Kimberly Cole Signature Gifts.