FAQ
SHOP ORDERS
What's the status of my order?
You'll receive email notifications concerning the status of your order, which include:
- Order confirmation
- Shipping confirmation with tracking information
- Out for delivery notification
- Delivery confirmation
If you have any questions about your order status, please contact us at info@flourishfeast.com, and we’ll assist you promptly.
What if I need to change my order?
If you have not yet received a shipping confirmation, please reach out to us as soon as possible to request any changes, and we will do our best to accommodate your needs. However, once you received a shipping confirmation, we are unable to make any modifications to your order.
Can I update the shipping address after I place an order?
If your order is shipping to an incorrect address, please contact us immediately and provide your order number along with the name on the order for assistance.
How do pre-orders work?
We offer a limited number of items available for pre-order, including charcuterie boards, cups and weekly food menu selections. Additionally, we have a restricted quantity of baked goods, lunch offerings and specialty charcuterie boards. Other pre-order options include flower bouquets for Valentine’s Day, limited product launches, and items for special pop-up locations. Typically, these products are available for pick-up only and will be clearly marked and listed under the pre-order tab on our main website header.
To secure your pre-order, full payment is required at checkout. Once the item is available for pick-up, we will send you an email notification to inform you that your order is ready. Please remember to bring your order confirmation with you when you come to pick up your item.
Full payment is due at checkout to secure your pre-order. When the item arrives at our shop, we'll email a notification that your order is ready for pick-up. You can pick-up your pre-order anytime during normal business hours. Be sure to bring your order confirmation with you.
Will the time of year or weather affect my order?
Generally, most items will remain in good condition while in transit. However, during the warmer months, we implement additional precautions for perishable items such as chocolate or candy by providing cold packs and utilizing suitable shipping methods. Despite these efforts, we cannot guarantee that these items will arrive in the same condition as they left our facility.
Additionally, during certain times of the year, such as the holiday season, we establish cut off times for shipping to ensure that orders arrive on time. It’s important to place your orders before these deadlines to guarantee timely delivery. We recommend checking our website for specific cut-off dates as the holidays approach.
Something I ordered arrived damaged what are the steps for a replacement?
If you receive an item that arrived damaged, please reach out to us immediately for assistance with a replacement.
Keep in mind that for items that are fragile or breakable by nature, which are shipped in sealed packages or enclosed boxes - such as crackers, chips, or cookies - we take every precaution to ensure their safety during shipping. However, we cannot guarantee that they will arrive completely intact. Instances of damage in transit are beyond our control and will not be classified as damages.
My package appears to be lost, what do I do now?
If your package appears to be lost, please contact us, and we will work with both you and the shipping carrier to resolve the issue. However, if the package remains lost, a claim will need to filed with the shipping carrier for reimbursement, as we cannot be held liable for the lost package after turning it over to the shipping carrier.
Are taxes included in my order?
Taxes are determined based on your order and the shipping destination, and they are added to your order total at checkout. For items sold in person, the applicable tax rate will be based on Chicago, Illinois rate. Please note that all taxes for shipped purchases, are non-refundable.
SHIPPING & LOCAL DELIVERY FOR STORE ITEMS
After placing an order how quickly will it ship?
Most orders are shipped within two business days from Chicago, subject to product availability and payment confirmation. Once shipped, you can expect delivery within 3-10 business days for addresses in the continental United States (excluding Puerto Rico, Hawaii, and Alaska)
Please note that for Puerto Rico, Hawaii, and Alaska, we have no control over shipping times, which may vary significantly. If you need your item sooner and are located within the continental United States, please select an expedited shipping option. Keep in mind that we do not offer same-day shipping, and shipping operations do not occur on weekends or U.S. holidays. Any additional shipping costs are nonrefundable.
What are the shipping costs?
Shipping Costs are based on the rates charged by the carriers we use, which include UPS, USPS, and FedEx. For orders over $150, we offer free ground shipping, but this applies only to the continental United States and excludes Puerto Rico, Hawaii, and Alaska. Free shipping is available for orders weighing up to 12 pounds
Expedited shipping is also available for an additional cost, and the pricing for expedited shipping will vary depending on your location. You can review the specific shipping costs at checkout.
Can I choose to pick up my order instead of having it shipped?
In the future, once our mobile market is operational and our mobile market is on the streets of Chicago, in-market pick up will be a feature we offer. In the interim we will do our best to accommodate any local pick up orders.
If you are interested in placing an order for pick up before our mobile market is fully operational, please reach out to us via the contact form before placing your online order. Include the item you are interested in, and we will work with you to coordinate a suitable day and time for pick up.
Where do you ship?
We ship to all locations within the United States, including Alaska, Hawaii, and Puerto Rico.
How will my order be shipped?
All of our orders are shipped using our reliable carriers, including UPS, USPS, and FedEx.
RETURNS
What's your return policy?
Thank you for choosing us! We want you to be satisfied with your purchase. If you’re not completely happy, you can return your online order within 14 days for store credit only and 7 days for purchases made in person. Please note we do not offer refunds.
To qualify for a return, items must be unopened, unused, and in their original packaging, in a re-sellable condition. Unfortunately, certain items are final sale and not eligible for return, including refrigerated goods, grab-and-go food, fresh baked items, personal care products, gift cards, and any sale or discounted items. Before sending anything back, please contact us at info@flourishfeast.com to get a return approved. We may ask for photos of any damaged items received. Please include your receipt or order number for reference.
Please be aware that shipping costs are nonrefundable, and you will be responsible for the return shipping expenses. Once we hand over your item(s) to the shipper, if it is lost during transit, any claims must be made directly with the shipping company. We cannot be held liable for any lost or stolen packages.
How do I start a return?
To initiate a return, please reach out to us at info@flourishfeast.com, including your order number and the reason for the return. Our team will review your request and respond within two business days with return instructions.
Please note that all returns must be approved by our team, and we may request additional photographic evidence before granting approval. You will be responsible for any return shipping costs and we strongly recommend using a trackable shipping method for your return.
Where do I send my return?
Once a return request is approved, we will provide the specific return address. Please wait for a confirmation before sending any items back to ensure correct processing of a return and issuance of store credit.
Can I return Final Sale items?
Items designated as final sale are not eligible for return under any circumstances. We recognize that purchasing final sale items requires careful consideration, so if you have any questions or need clarification, please feel free to contact us before placing your order.
PAYMENT & GIFT CARD INFORMATION
What payment methods do we accept?
We accept a variety of payment methods, including major credit cards (Visa, MasterCard, American Express, Discover), Apple Pay and Google Pay, both online and on our mobile market.
Do you offer gift cards?
Yes, we offer both physical and digital gift cards. Our digital gift cards are emailed directly to the purchaser, who can then forward them to the recipient or print a copy to give as a gift. Gift Cards can be redeemed both online and on our mobile market, and they do not have an expiration date.
How do I redeem a gift card?
To redeem a gift card, simply enter the gift card code at checkout when making a purchase on our website or in our mobile market. Any remaining balance on the gift will be saved for you to spend in the future. Please note that gift cards cannot be retroactively applied to any order once it has been placed either online or in person. If you have any issues, you can fill out the contact form on our website or chat with us online for assistance.
Where do I enter a promo code?
You can enter your promo code during the checkout process. Look for the discount code field on the payment page. Enter the code and click “apply” to see the discount reflected in your order total. If you encounter any issues, fill out the contact form on our website or chat with us online for assistance.
SUBSCRIPTION BOX FAQ
How do the subscriptions plans work?
Our subscription plans are designed for flexibility and convenience, offered in 1, 3, 6, or 12 month terms. Please note that subscriptions do not renew automatically; customers must re-enroll upon the conclusion of their term.
For Gift subscriptions, these are available as one-time purchases for 1, 3, 6, or 12 month, and similarly, they do not renew automatically.
This structure allows customers to choose the duration that best fits their needs without any ongoing commitment.
What’s the best way to serve the cheese?
Cheese and charcuterie is best served at room temperature. Remove your cheese and other perishable items from the fridge an hour before serving. Once ready-to-serve, remove the items from the packaging.
Can I my subscription at any time?
Yes, you can cancel your order anytime before the order is added to our production schedule (72 hours before the ship date). To cancel your order, please reach out to info@flourishfeast.com with your order number and requested cancellation. Please note requests must be made at least 72 hours before the scheduled shipping date. Changes or cancellations are not possible on the shipping day.
Do you offer billing for our subscription plans, and how does the payment process work?
No, we don't offer billing. Instead, we process advance payments for all of our subscription boxes. You’ll make a single payment for your 3, 6, or 12 month subscription, and there are no recurring charges afterward. This allows you to enjoy our subscription without any ongoing billing concerns.
When will my box arrive?
Boxes are typically shipped on the first Tuesday of the month exclusively through FedEx. However, for customers within a 10-mile radius of the Zip code 60640, we provide free in person delivery on the first Tuesday of the month. All packages are shipped via FedEx therefore we cannot deliver to PO Boxes. For other locations, delivery usually takes one to two days via FedEx, and you will receive a tracking number via email to keep you updated on your shipment.
We do NOT guarantee any specific time and FedEx does not guarantee any specific time. Flourish & Feast is not responsible for delays on the part of FedEx and cannot control delays due to weather, local carrier mis-scans, natural disasters, mechanical error, strikes, terrorism safety control, or inaccurate shipping information.
Flourish & Feast does NOT require a signature for delivery. Please note that the decision to leave a package at an address is at the sole discretion of the individual delivery person and is therefore outside of Flourish & Feast control.
I live in the Chicago area. Can I pick up?
You can! Send us an email at info@flourishfeast.com with your order number and desired pick-up date and time, and we will confirm the request.
Where do you source your cheeses, charcuterie and products?
We source the highest quality cheeses and charcuterie from artisan producers around the globe. Our boxes feature selections from Italy, France, England, Spain, Canada, the United States and more When sourcing our products we prioritize Family-run, women-led and minority-owned companies. Additionally, of our accompaniments come from small makers.
How do you ensure the freshness and proper storage of items in the box?
Every Box is shipped in custom boxes with insulated liners and ice packs to keep the product chilled in transit. Each board arrives with reusable (or eco-friendly, drain-safe) Nordic Ice packs which keep the products at the proper temperature for up to 48 hours.
We highly recommend refrigerating all the perishable items right away to ensure their freshness. Flourish & Feast is not responsible for customers eating food that is out of temperature or that has been sitting out or not properly refrigerated. Our subscription box contents should arrive cool to the touch. Do not consume your products if they do not feel cool to the touch. Please contact us immediately via email at info@flourishfeast.com.
Do you accept returns?
No, we cannot accept returns since our products are perishable.
What should I do if there’s an issue with my box?
If you encounter any issues with your box, please contact info@flourishfeast.com within 24 hours and include photos of the problem. We will review the situation and may offer a replacement, credit, or refund depending on the circumstances.
What should I do if I have allergies?
Please be assured that we take necessary precautions to minimize the risk of cross-contamination. All nuts are individually bagged and wrapped separately, as are the cheeses, ensuring they do not come into contact with other food packaging or items. However, despite our best efforts, there remains a possibility of unforeseen cross-contamination. For further details, please refer to the manufacturer.
What if I am not satisfied with a product?
A significant part of the experience is the joy of trying new things, and it’s perfectly normal not to love every item. If you find that you’re not happy with a product, please let us know by documenting the packaging and contacting us and we’ll do our best to address your concerns.
What happens if I miss my delivery?
Customers are responsible for ensuring that the delivery address is correct and that the package can be received at the specified delivery address. We do not issue refunds for product that was delivered on time and left in the shipping box for an extended period of time after delivery. Although your subscription box may be a surprise, we recommend that you check with your recipient to ensure they will be available to accept a perishable package on the delivery date. This is especially important during the holidays.
What should I do if my boxes are stolen?
If your boxes are stolen, please report the incident to local authorities and contact FedEx right away. Unfortunately, we cannot issue refund for stolen boxes but we may be able to assist you in finding a solution to avoid another stolen box in the future.
Where do you ship?
We ship to most locations in the contiguous United States, but we do not deliver to P.O. Boxes, Hawaii, Puerto Rico, or Alaska.
Disclaimer: We cannot be held responsible nor liable for any allergic reactions or for the improper handling of perishable an non-perishable food items. Any liability is limited to the cost of your subscription box for that month, and all services are governed by Illinois law. By signing up for emails or placing an order, you will receive account-related communications, including order and shipping updates, as well as marketing emails. You can unsubscribe from marketing emails at any time, but you will receive essential information regarding your active orders.
