Help Desk

FAQ

Q: How am I billed?
A: Cost of goods are billed upfront, while monthly costs like subscription and shipping fees are invoiced at the end of each month.

Q: What are your payment terms?
A: We offer Net 15 terms and accept payments in the form of ACH, check, or credit card. We'll send invoices directly to your finance team.

Q: Do I need to sign up for a plan to buy in bulk?

A: You are not required to sign up for a monthly subscription plan. We also offer a one-time service where you can pay $5 per gift (excluding cost of goods and shipping).

For annual partnership plans, please contact sales@gemnote.com.

Q: What happens if the item I want is no longer in stock?
A: Because we source gifts from over 300+ suppliers, inventory is subject to change. If any of the items you ordered are out of stock, we will notify you immediately before your order begins processing.

Q: Why am I being charged a subscription fee and how often am I charged?
A: Subscription fees are automatically charged once per month for clients that are using our monthly service. You purchase your inventory upfront and we store it at our warehouse until you are ready to ship it out to one individual or a group of individuals.

Q: If I send fewer gifts than the max quantity for my plan (i.e. I'm on the Business plan but only send 20 gifts), can I pay less for that specific month?
A: You are responsible for selecting a plan based on your regular volume of gifting. For Business and Enterprise plans, you pay for the plan even if you don't exceed the maximum quantity. Once you are on the Partner plan, there is per-unit-pricing after a minimum of 50 gifts per month. Please contact your curator for info on our Partner plan.

Q: What happens if I go over my monthly volume in my plan? Can you tell me more about upgrading plans?
A: If you exceed volume from the Starter to Business plan and the Business to Enterprise plan, you will be notified that you have exceeded the allotted quantity and the Company Admin will be prompted to upgrade into the following plan. If you exceed volume for the Enterprise plan, you will receive an email to contact a curator to sign up for the Partner plan.

Q: Can I cancel my monthly subscription anytime?
A: Absolutely! You can email support@gemnote.com to request cancellation of your monthly membership and we can ship the remaining inventory to your office. This will not include premium gift wrap, extra shipping materials, etc. You will be required to pay the costs associated with shipping inventory to your office.

Q: When can I start sending out gifts through Gift Manager?
A: You can start sending out shipments once we've received all your items in warehouse or once your gifts are available in your team store.

Q: Can I store my inventory at Gemnote's warehouse forever?
A: Your account is considered inactive if your team has not been sending gifts through Gift Manager for over 6 months. Warehousing inventory incurs costs over time, so we will ship your company's inventory to your office by the end of that month if there are no immediate plans to send.

Your monthly subscription would then be canceled if you are not storing any additional inventory at our warehouse.

Q: What happens to perishable products once they expire?
A: Perishable products often have a shelf life of 2-3 months. If you're storing consumable goods in our warehouse, you must send these out within that timeframe. Expired goods will be disposed of and will not be included in your gift set.

Q: What countries do you not ship to?
A: We cannot ship to the following countries: Cuba, Egypt, Iran, North Korea, Oman, Pakistan, Saudi Arabia, Sudan, Syria, Turkey, United Arab Emirates.

We can partially ship to the following countries depending on which products are being sent: Algeria, Bahrain, Bangladesh, Bhutan, Bosnia-Herzegovina, Brunei, China, India, Israel, Japan, Jordan, Kuwait, Lebanon, Libya, Malaysia, Morocco, Myanmar (Burma), Qatar, Singapore, Tunisia.