FAQ

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.

Can I cancel my order?

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


What are your payment terms?

We accept ACH, check or credit card. All invoices paid by credit card will include a 3% transaction fee. For larger invoices, we offer Net 15 terms. Extended payment terms are available for Partner clients.

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

Because we source gifts from various suppliers, inventory is subject to change. If any of the items you ordered are out of stock, we'll notify you immediately and recommend an alternative.

Do I need to pay for samples?

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

Shipping

What carriers do you ship with?

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

Who is responsible for customs fees?

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

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 and are able to view tracking under the 'Orders' tab within your store.

How am I charged for shipping?

Shipping is billed via invoice. If you’re a monthly subscriber, shipping is invoiced every month.

What happens to packages that are undeliverable?

Any undeliverable packages are returned back to Gemnote. Your CSM 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?

The monthly subscription includes access to your online store to send items and manage inventory. It also includes shipping material, receiving labor, kitting and warehousing.

When can I start sending gifts on my store?

You can start sending out shipments once we've received all your items in our warehouse. Your Customer Success Manager will notify you once items are available in your store online.

How are shipments counted?

Only individual orders count towards your plan. Shipping inventory in bulk to your office does not count towards your monthly shipments.

How is inventory counted?

All items are counted except cards.

Do monthly shipments roll over?

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

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

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

Can I cancel my plan?

Yes, you can cancel at anytime. Please contact your Customer Success Manager and we’ll get your inventory shipped back to you.