Frequently Asked Questions

What will I get in my Phivi Box?

Every month, we’ll send a personalized selection of treats such as cakes, cookies, brownies, macarons, and other treats. We always focus on delivering great value; we typically send 8 or more artisanal treats per box.

When will my box be shipped?

Boxes are shipped throughout the month, with a new theme revealed at the beginning of each month. Expect your favorite box of goodies to ship within 1 week (latest 2 weeks) of placing an order. Please let us know if you need it to be shipped by a certain date and we will try our best to accommodate your request with sufficient advance notice.

Can you ship my box by a specific date?

Please let us know in the Order Notes section at the bottom of the Checkout page when placing your order or email us at info@phiviapp.com if you need your box to be shipped by a certain date and we will try our best to accommodate your request with sufficient advance notice.

Boxes are shipped only on Mondays (occasionally on Tuesdays), so orders placed on or after a Monday will be shipped the upcoming Monday or the one following depending on availability. Boxes always ship within two weeks of placing an order.

Can I skip boxes if I am traveling or need a break?

Of course! You may contact us here or email us at info@phiviapp.com to let us know that you'd like to skip a box and we will take care of everything else. Your shipment schedule is always tailored to your needs and we will always try to be as flexible as possible so long as advanced notice is given to us and your box has not already shipped.

Can I pause my subscription?

Of course! You may contact us here or email us at info@phiviapp.com to let us know that you'd like to pause your subscription and we will take care of everything else. Whenever you're ready to resume your subscription, simply contact us again to let us know. It's that easy!

Your shipment schedule is always tailored to your needs and we will always try to be as flexible as possible so long as advanced notice is given to us and your box has not already shipped.

How do I update my Shipping Address?

Please email us directly at info@phiviapp.com with all requests to update Shipping Addresses. This is the only way for us to know that you'd like to change your address. Please allow at least 3 days of advance notice for changes to take effect.

If your box has already shipped and you'd like to update your Shipping Address for it, you may conveniently do so using FedEx Delivery Manager. This tool is administered by FedEx, and we are not responsible for any fees that you may incur as a result of an address change after your package is shipped.

We DO NOT ship replacement boxes due to address changes of which we were not made aware via email with advance notice.

What is your refund policy?

All items are final sale. We DO NOT accept returns and DO NOT issue refunds after your box ships. Since our products are made to order and perishable, we cannot repurpose your box for anyone else.

If an item arrives damaged or spoiled, please provide us with a detailed explanation and photo of the damaged item and we will gladly replace the item in question at no additional charge. Note that certain items like macarons and cookies are extremely delicate and may crack during transit which is normal. Also, all of our products are sealed in individual bags and boxes, and are padded with fillers to minimize the opportunity for damage or cross contamination, but in the rare instance that any of your items arrived damaged, please reach out to us at info@phiviapp.com to resolve the issue within 3 days of delivery.

How do you personalize my box?

You’re able to set your personal preferences in your Phivi Profile at the time of subscribing. Although we try our best to personalize the box for you, please understand that we cannot guarantee we can meet all demands. Our Phivi Boxes come in set themes every month for everyone to enjoy, and where we can, we will try our best to meet your request.

The holiday featured in your box has passed. Are the items safe to eat?

Phivi themes bring a dash of fun and hint of surprise to every box, featuring holidays or seasonal flavors of that time. Themes change once a month and ship throughout the month. Depending on when your box ships, the featured holiday(s) may have passed or may be upcoming. Regardless, all items are always freshly prepared just in time for shipment.

How often is my Phivi Box delivered?

Your Phivi box is delivered once a month. Expect your favorite box of goodies to ship within 2 weeks of placing an order.

Are the treats freshly baked?

We take pride in providing only the freshest and most high quality treats for our customers, and that is why our treats are always made to order. This means that our local bakers make everything about one to two days before the boxes are shipped. Since our treats are not made with any preservatives or artificial ingredients, they should be consumed as soon as possible to ensure maximum freshness. With proper storage, our treats can last anywhere between 3-14 days depending on the type of treat.

How are the treats packaged?

We take food safety seriously. All treats are individually packaged and sealed in food safe containers, which all come together in a beautiful gift box that's shipped to your door. During the summer or when shipping to warmer locations, our boxes are always shipped in an insulated liner with cold gel brick via FedEx 2-Day Express or FedEx 1-Day Ground. This packaging and shipping solution is considered best practice by the major shipping carriers.

Can I freeze or refrigerate the desserts to enjoy at a later date?

Yes, all of our desserts can be frozen for at least a few weeks or up to 6 months (depending on the type of dessert). They can also be refrigerated for at least a few days and up to a week. Please make sure your containers are freezer-safe.

During the summer or warmer weather, how do you ensure my package arrives fresh?

During the summer or when shipping to warmer locations, all of our boxes are delivered in an insulated liner with cold gel brick via FedEx 2-Day Express or FedEx 1-Day Ground. This type of packaging and shipping solution is recommended by all major shipping carriers and is considered best practice. Additionally, our assortment of treats are always curated with external weather conditions in mind. Should you have any concerns about this, please email us at info@phiviapp.com to let us know and someone will be in touch with you right away.

My cold gel pack arrived warm to the touch. Is this normal?

Yes, it is natural for the cold gel pack to gradually warm to room temperature over time, and as such, arrive warm to the touch.

My rewards and referral program is not working. Can you help?

You may access your rewards and referral program by clicking on the pop-up 'Rewards' tab to the right of your screen. If it shows that your account is restricted and you need to contact the site admin, please close your browser, clear your cookies, and open a new browser in private mode and try logging in again. After trying these steps and it still does not work, you may contact us here and someone will assist you right away.

Can you provide me with a printable gift note that I can give to the recipient?

Yes! Contact us here asking for one and we will email you a gift note in PDF format that you can print for or email to your gift recipient.

Will my Phivi Box come with nutritional information?

Yes, all Phivi Boxes come with a Nutrition Facts label for every dessert included in the box. The Nutrition Facts label provides detailed information such as serving size, calories, nutrient information, and allergens, if any.

Do you offer allergy friendly boxes?

We understand your concern about allergies. You may let us know the specific allergies that you have at checkout and we will try our best to accommodate your needs. However, please note that while our bakers have a strict cross contamination policy, they cannot guarantee a total absence of those ingredients in their products as they may be produced in shared facilities.

Do you ship to PO Boxes?

No, we DO NOT ship to PO Boxes. Please provide a Street Address as the Shipping Address. We are not responsible for any delays resulting from delivery to a PO Box, and since our product is perishable, we cannot issue a refund nor send a replacement box as a result of such delays.

Do you ship to Canada?

At this time we do not ship to Canada. However, we plan to do so in the very near future and are happy to add you to our wait list so you can be one of the first to hear about our Canada launch when it happens. Simply email us at info@phiviapp.com to let us know you'd like to be added to our Canada email list and we'll take care of the rest!

There is an issue with the Billing Address for my order. What do I do?

We apologize for the inconvenience as we work through this issue. If there is an issue or discrepancy with the Shipping Address or Billing Address of your order, please email us at info@phiviapp.com with the correct address and we will update it for you. Typically the Billing Address does not affect your order, but if there's an issue with your Shipping Address, please reach out to us as soon as you place the order so it can be corrected right away. Once your box ships, we are unable to change the Shipping Address for that order and you will need to place a new order.

I really loved the items in my subscription box. Can I order more of them?

The best part about our subscription boxes is everything you try can be ordered again in a larger quantity for an event, as a gift or to treat yourself! Please email us at info@phiviapp.com with any requests.

How do I leave a review?

To leave a verified review, please log in to your account and then scroll to the 'Reviews' section of the product you ordered:

What is the deadline to reschedule, edit or cancel an order?

Because our bakers make all treats to order, we are unable to guarantee that orders can be rescheduled, edited or cancelled within 7 days before they are set to ship.

To cancel, edit, or reschedule an order submit an edit order or cancellation request by emailing info@phiviapp.com. Please include your order number for faster service.

If your inquiry is received less than 7 business days of your order shipping, or if your order is placed within 7 business days of the scheduled ship date, we will do everything in our power to accommodate your request.  In some cases changes or cancellations will not be possible due to reasons out of our control, such as the shop's production and shipping schedules. To note, it becomes more difficult for our partner shops to accommodate modifications or cancellations during high season times (near holidays) due to the high volume of orders they are experiencing.

There are no returns, modifications, or cancellations allowed on any items once shipped.

What if I am not satisfied with the product?

Our goal is to deliver you a fresh and delicious box of treats, and we value your satisfaction. If you are unhappy with your Phivi Box, please email us directly at info@phiviapp.com.

How do I contact you?

You may contact us here or email us at info@phiviapp.com. We typically respond within 48 hours but please allow us additional time during the weekends or around holidays when we are busy preparing your boxes for shipment!

Please note that our email responses may end up in your Spam or Junk email folder, so please check there often for our response.

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