Frequently Asked Questions

Is it safe to order during the COVID-19 outbreak?

We certainly understand your concern in light of the global outbreak of COVID-19. We’d like to share what our partner bakers are doing to keep customers safe. Their #1 priority is to ensure the wellbeing of their bakers and the customers receiving their products.

Following strict public health guidelines is a priority for all of our bakers year-round, but during this time, they have implemented strengthened hygiene and sanitizing practices at all of their kitchen and retail facilities including all food contact surfaces. Additional hand washing and deep cleaning are part of their processes, and bakers who are showing signs of sickness are required to stay home and work closely with their local health departments to ensure that additional measures are being taken as required.

In addition, we wanted to share with you some helpful information directly from the CDC, “Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of COVID-19 associated with food. In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from food products or packaging that are shipped over a period of days or weeks at ambient, refrigerated, or frozen temperatures.”

Our Phivi community is continuing to monitor and take all precautions in this rapidly changing environment. As of now, we are continuing to deliver packages as scheduled. We are grateful that we are able to serve our customers and community and bring comfort to you during this hard time through comfort food delivered right to your doorstep.

Please contact us at info@phiviapp.com if you need additional assistance, we’re always happy to help!

When should I order Christmas or holiday gifts?

You may order holiday gifts starting today! Let us know it is a Christmas gift in the Comments or Notes section when placing your order (or email us afterwards), so that we know to ship your box in December. NOTE: HOLIDAY GIFTS SHIP IN DECEMBER ON A FIRST COME, FIRST SERVED BASIS.

Can you ship my box by a specific date?

Please let us know in the Notes section 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.

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.

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.

When will my box be delivered?

Boxes are shipped throughout the month, with a new theme revealed once a month (the third week of every month). Expect your favorite box of goodies to ship within 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.

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 early 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 and up to 6 months (length of time depends on the type of dessert) to be enjoyed at a later time. They can also be refrigerated for at least a few days and up to a week. Please make sure the container is freezer-safe before freezing any of them.

How do I update my Shipping Address?

Please email us directly 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.

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.

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, and nutrient information. Also stated is if the desserts contain a top 8 food allergen (milk, egg, peanut, tree nut, wheat, soy, fish, crustacean shellfish).

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 since they may be produced using 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 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.

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 by emailing 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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