Commonly asked questions

Product / Customization

How long is standard production time?

Standard production time is 10-14 business days from final proof approval.

How am I billed?

Cost of goods and shipping are invoiced after production once your order has been shipped out.

What are your payment terms?

We accept online payment via credit card. For larger invoices, we offer Net 15 terms and accept payments in the form of ACH or check.

What happens if the item I want is no longer in stock?

Because we source gifts from over 100+ suppliers, inventory is subject to change. If any of the items you ordered are out of stock, we will notify you immediately.

Do I need to pay for samples?

Yes, customers are responsible for paying product sample fees and shipping costs. Pre-production samples are made per request once all artwork has been submitted and approved by the client.

Can I cancel my order?

After an estimate has been accepted, ordered items are not cancellable or refundable.


How long does shipping take?

Domestic packages arrive within 2-5 business days. International shipping arrive within 5-8 business days if there are no customs delays.

How do I know whether my package has been delivered?

You’ll receive an email confirmation once your package ships.

What carriers do you ship with?

We ship with USPS and FedEx for domestic packages. We ship with FedEx and DHL for international packages.

How am I charged for shipping?

Shipping is billed via invoice. If you’re a monthly subscriber, shipping invoices are sent separately every 1-2 months.

Who is responsible for customs fees?

The client is responsible for any customs taxes, duties or other incurred fees.

What happens to packages that are undeliverable?

Any undeliverable packages are returned back to Gemnote. Your account representative will work with you to reship these, return them to you or add them back to your inventory.

Monthly Subscription

What’s included in the monthly fee?

Includes access to our online platform to manage inventory, gift wrap, shipping material, labor, and warehousing.

When can I start sending gifts via Gift Manager?

You can start sending out shipments once we've received all your items in warehouse. Your account representative with notify you once gifts are available in your store.

How are gifts counted?

Only gift-wrapped orders count towards your plan. Shipping unwrapped inventory to your office is included and does not count towards your plan.

How is inventory counted?

All items are counted except greeting cards.

Does monthly gift allotment carry over?

No, any gifts that are not sent out will not carry over to the next month.

How long does it take for my order to ship out?

Once you place your order, we fulfill and ship within 2 business days.

Can I cancel my plan?

Yes, you can cancel at anytime within your Gift Manager. Please let your account rep know and we’ll get your inventory shipped back to you.