FAQ

Is this site secure?

We have designed this web site and our computing systems to ensure the highest level of security possible. Our web servers establish a secure connection to your computer whenever you submit sensitive personal information. This prevents that information from being intercepted as it travels across the Internet to our servers. The information we receive from you is stored only as long as is necessary to provide the services you request and the personal support you deserve.


Why should I register?

You will be able to send gifts through the use of our Address Book (any names and addresses need to be entered only once). For 15 days, products in your shopping cart that you have not yet purchased will be remembered when you sign-in. Enter your billing and shipping information one time, this will automatically be remembered when you sign-in. Track the status of all shipped orders from your account information page.


How do I send a gift?

First, you need to register on the site. Then, enter the names and addresses of your gift recipients in your Address Book.

If you are sending one gift to a single address, add the products you wish to send to your cart and click "Proceed to Checkout."  After selecting your billing address from the drop down menu, choose "Ship to different address" and click "Continue."  Select your gift recipient's address from the drop down menu and click "Continue."  Select your shipping method and check the box below "Do you have any gift items in your order?" to add a gift message.  You may also add a gift box at this point in the checkout process.

If you are sending multiple gifts to different addresses, add all the products you wish to send to your cart and click "Checkout with Multiple Addresses."  Select your gift recipient's shipping information from the drop down menu appearing next to each individual product, click "Update Qty and Addresses," then click "Continue to Shipping Information."  Select your shipping method for each gift and check the "Gift Messages" box below each grouping of products to add your gift message.  You may also add a gift box to each gift by checking the "Gift Box" option.


How do I include a Gift Box with my order?

If you have selected one of our existing gift assortments, a gift box is already included in your order. If you are selecting products to create your own custom gift, just check the "Gift Box" option during the checkout process. We will select the appropriate size gift box for your order when it is packed.


Why are the names in my Address Book not showing up in the shipping page?

Before you checkout, you must select the correct name from the drop down menu for each product you select. Then, update your cart with this change.


Can I send a Gift Card?

Gift Cards are available for purchase in the gifts section of our shop. We will mail the gift card and a catalog to your gift recipient.


How will my packages be shipped?

Please refer to our shipping information page for details.


What if my package arrives damaged?

Products which are damaged or otherwise mishandled in transit may be returned to us for replacement without additional charge or for full credit. We encourage our customers not to sign or accept any damaged packages. In the event that your package is damaged, please call our customer service representatives at 888-735-6700 for assistance.


Will any items be substituted?

In the event we are temporarily out of an item in a gift assortment, we reserve the right to substitute the item with an item of equal or greater value.


Will my credit card number be stored on the site?

Although our site is secure, we do not allow that information to be stored within our site. We do not store any credit card or financial account information in our databases that could later be used to compromise your account. This information is used as provided and only to complete the current transaction.


How do I change/edit my customer information (shipping, billing, email address, password)?

If you are a registered customer, just log-in with your email address and the password you originally supplied. Then, click "My Account" (next to the View Cart button) near the top of your screen. Use the "edit" links to update any of the original information you supplied.


How do I change the address on my catalog?

Contact Customer Service by email at help@spoon.com or by phone at 1-888-735-6700. Be sure to give us your old address as well as your new address.


Can I view my past order information?

You are able to view all orders placed after October 4, 2010.