Refunds and Cancellations
Last updated: November 4, 2026
Last updated: November 4, 2026
Each gift is prepared to order, and most gifts contain food and personal items chosen for the person who receives them. So what we can refund depends on how far your order has gone. This policy explains each stage. It does not take away any rights you have under New Brunswick or Canadian consumer law.
1. Order stages (what you see in your order e-mails)
| Stage | What it means |
|---|---|
| Placed | You sent the order; we are checking it. |
| Awaiting payment | Your date is available; we sent you a payment request. |
| Confirmed | Payment received; your order is confirmed. |
| Paid | Payment received; your gift is scheduled for preparation. |
| In preparation | We are sourcing the items and preparing your gift. |
| Out for delivery / Delivered | The gift is on its way or has been delivered. |
2. Cancelling an order
| When you cancel | What you get back |
|---|---|
| Before you have paid (Placed or Awaiting payment) | Nothing to pay. The order is simply cancelled. |
| After payment, before preparation starts | Full refund. |
| After preparation starts | Refund of the price minus the cost of items already sourced for your gift that cannot be returned or reused. We send you the list. You may instead keep the order and change the date. |
| Once the gift is ready or out for delivery | We cannot cancel, because the gift is made for you. You may change the delivery date once at no cost if a date is available. |
To cancel, reply to any order e-mail or write to hello@guessgift.com with your order number. The time we receive your message decides which row applies.
If payment has not arrived by the deadline shown in our payment request (48 hours, or earlier if your delivery date needs it), the order is closed. Nothing is owed.
3. When we cancel
We may cancel an order if the items are not available, cannot deliver on the date, the card message breaks our rules, or the Anonymous Gift Policy says we must. If we cancel for any of these reasons, you get a full refund of anything you paid.
4. Substitutions
- If an item is not available, we may replace it with an item of the same kind (for example, chocolate for chocolate) and equal or higher value, at no extra cost.
- If no item of the same kind is available, or a substitute would change the character of the gift, we contact you first. You choose: accept our suggestion, have the gift without that item and get that item's price back, or cancel and get a full refund.
- If we cannot reach you before the delivery date and the gift would be late, we hold the order and keep trying; we do not send a different gift without your agreement.
5. Damaged, wrong or missing items
- Please tell us within 48 hours of delivery, with your order number and a photo of the problem. The recipient may also contact us.
- If the problem is our fault (damaged, wrong item, missing item, item past its best-before date), we will, at your choice, replace the item or gift, or refund the affected part — or the whole order if the gift as a whole is spoiled.
- Because the gifts are mostly food and personal items, we do not accept returns of items that are not faulty, once delivered.
6. Delivery that did not happen
- If we miss the agreed delivery date because of our own mistake, you choose: cancel the order for a full refund, or keep it, have it delivered on the earliest available date, and receive a refund of 20% of the price.
- If we could not deliver because the address or contact details were wrong, nobody was available after the attempts in our Delivery Policy, or the recipient refused the gift, we cannot refund the gift, because it was already prepared. We will hold the gift for 7 days and offer a new delivery (at the delivery fee shown). After that, food items are donated or discarded.
- For gifts sent anonymously or without an address, see also the Anonymous Gift Policy §6.
7. How refunds are paid
- We refund by Interac e-Transfer to the e-mail address or mobile number you used to pay, unless you ask in writing for another account in your name.
- We send refunds within 15 days of agreeing them. You will get an e-mail with the amount and the reason.
- If you paid by card (when we offer it), we refund to the same card. Card processing fees are never deducted from your refund.
8. Contact
hello@guessgift.com. Please include your order number (GG-…).