Refund policy
Canada
We offer a 30-day return period. You may request a return within 30 days after receiving your order.
To qualify for a return, products must remain in their original condition, unused or unworn, with all tags attached and original packaging intact. A receipt or other proof of purchase is also required.
To request a return or ask any return-related questions, please email us at info@12baskets.com.
Once your return is approved, we will provide a return shipping label along with instructions on how and where to send your package. Products returned without prior authorization will not be accepted.
Damages and Issues
Please inspect your order as soon as it arrives. If you find a defective or damaged product, or receive an incorrect item, contact us immediately so we can review the issue and arrange an appropriate resolution.
Exceptions / Non-Returnable Items
Certain products are not eligible for return, including perishable goods (such as food, flowers, and plants), customized products (including special orders and personalized items), and personal care products (such as beauty products).
We also cannot accept returns of hazardous materials, flammable liquids, or gases. Sale items and gift cards are non-returnable.
If you are unsure whether a particular product qualifies for a return, please contact us for clarification.
Exchanges
If you would like to exchange a product, the quickest option is to return your original item. Once your return has been approved, you can place a separate order for the product you would like instead.
European Union 14-Day Cooling-Off Period
For products shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing an explanation.
Returned products must be in their original condition, unused or unworn, with all tags attached and original packaging intact. A receipt or other proof of purchase is also required.
Refunds
After receiving and inspecting your returned products, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the transaction and reflect the refund on your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@12baskets.com.
We offer a 30-day return period, allowing you to request a return within 30 days after receiving your order.
Returned products must be in their original condition, unused or unworn, with all tags attached and original packaging intact. A receipt or other proof of purchase is required.
To request a return, please email info@12baskets.com.
Once your return has been approved, we will provide a return shipping label and instructions for sending your package back to us. Products returned without prior authorization will not be accepted.
International
Orders shipped outside Canada are generally delivered through FedEx, Canada Post, or Sureton Express. Shipping carriers may be changed without prior notice. International shipping fees vary according to the destination, package weight, and overall dimensions.
Shipping to Taiwan: Please provide the recipient's Chinese name, complete shipping address, and telephone number. The recipient must complete EZ WAY real-name authentication to facilitate customs clearance and delivery.
Shipping to China: Please provide the recipient's Chinese name, complete shipping address, telephone number, and identification number.
Processing Time
Please allow 1–5 business days for 12 Baskets to pick, pack, and prepare your order for shipment.
Certain products may need to be ordered directly from the manufacturer to ensure that we provide newer inventory.
Once your order has been shipped, a shipping confirmation email will be sent to you.
Special Notice
12 Baskets reserves the right to restrict shipments of certain products to customers in the United States and other destinations outside Canada.
Restricted products may include large quantities of liquids packaged in glass containers, heavy or oversized items, and products that have not been approved for import into the United States by the U.S. Food and Drug Administration (FDA).
Shipping charges for the United States and other international destinations do not include additional tariffs. All additional charges and customs clearance fees are the responsibility of the customer.
Inspection, Missing or Damaged Items
All products are carefully inspected before leaving our warehouse to ensure they are in good condition at the time of shipment.
To protect your interests, we recommend recording a complete unboxing video when receiving your package. Please also check the contents against the tracking information and packing list to verify that all products and quantities are correct.
If your package arrives with visible damage, signs of being opened, or evidence of being resealed with tape, you must file a claim directly with the shipping carrier at the time of delivery.
If any products are missing or damaged, or if your order contains incorrect items, please contact us within 5 days of receiving your package. We will review the situation and assist you as promptly as possible.
To evaluate and process your claim, we may request supporting evidence, including photographs of the products, packaging, or an unboxing video.
Claims submitted without sufficient supporting evidence may not qualify for a refund or replacement.
Please note that 12 Baskets is not responsible for shipment delays, customs holds, or damage resulting from customs inspections.
For additional assistance, please contact us at info@12baskets.com.
Thank you for your understanding and support.
Cancellation
Orders may be cancelled within 1 hour of being placed.
If your order can no longer be cancelled, please refer to our Return Policy for further information.
Return Policy
Our standard return policy allows most eligible products to be returned within 14 days of delivery.
You may return unopened products to 12 Baskets within 14 days after delivery for a full refund of the product purchase price, excluding the original shipping charges. Returned products must be received by 12 Baskets within 14 days of the original delivery date.
Return shipping costs are the responsibility of the customer, except when product damage results from an error on our part.
Please note that opened products or products returned after the 14-day return period cannot be accepted.
Refunds are only available for products returned in their original condition. Products that are damaged when returned will not be eligible for a refund.
Once we have received and processed your return, we will notify you of the refund status by email.
Approved refunds will be issued to the original payment method within 7–14 business days after we receive your returned products.
Inventory
If a product you have ordered becomes temporarily unavailable from our suppliers, we will notify you by email as soon as possible.
Typographical Errors & Errors in Pricing
We make every effort to ensure that product information and pricing displayed on our website are accurate.
In the event of a typographical error, incorrect price, or inaccurate product information, we will make reasonable efforts to assist affected customers. However, we cannot honour orders based on incorrect information or pricing.
Product Packaging & Label Updates
Product packaging and label information may change as manufacturers update or redesign their products.
Images shown on our website are for reference purposes only. Old and new packaging versions may be shipped at random depending on stock availability.
For the most accurate product details, please refer to the packaging and label of the actual product you receive.
Pricing
12 Baskets strives to maintain consistent and reasonable product pricing while keeping our website updated to reflect any changes.
However, product prices may vary depending on availability from our suppliers. Prices may increase or decrease.
If the price of a product you have ordered changes, we will notify you before processing your order.
All orders are priced and charged in Canadian dollars (CAD).
If you use a credit card issued in another currency, the applicable exchange rate will depend on your bank and credit card provider. For questions about currency conversion rates or related fees, please contact your bank directly.
Your credit card will be charged when your order is shipped.