Refund & Return Policy

What can be returned, what can’t, and how we make things right.

Last updated: July 17, 2026

Because every gift is assembled to order and by hand, our return policy is a little different from a big-box store — but your happiness genuinely matters to us, and we’ll always try to make things right.

Custom and digital items are non-refundable

The following are final sale and cannot be returned or refunded, because they’re made or provided specifically for you:

Custom, personalized, or “build your own” gifts (including wire name signs and made-to-order pieces).
Digital products and gift cards.

Please double-check names, spelling, and details before you order these items.

Ready-made gifts

Because ready-made boxes, bags, and baskets are assembled fresh for your order, we generally can’t accept returns once they’ve shipped. If you need to change or cancel an order, contact us as soon as possible — before it ships — and we’ll do our best to help.

If something arrives damaged or not as described

This is the important part: if your order arrives damaged, defective, or not what you ordered, we’ll fix it. Email tokentouchco@gmail.com within 7 days of delivery with your order number and a photo, and we’ll arrange a replacement or refund. This applies to all orders, including custom items.

How refunds work

When a refund is due, it’s issued to your original payment method, typically within 5–10 business days of approval. If your order hasn’t been delivered within 30 days of the expected date, you may cancel and request a refund.

Questions