Storefront Order FAQs
When will my gift ship?
If you placed an order from one of our Storefronts, and the Storefront is not a pop up for pre-orders, most orders ship within 2-5 business days. Transit times vary based on the destination and shipping speed. Most domestic orders arrive within seven working days.
If you placed that order using our Delivery Date feature at checkout, we will fulfill the order out from our warehouse in an expedited fashion to ensure your gift arrives on or before your desired delivery date. Expedited shipping charges will apply.
If your Storefront does not have a Delivery Date field at checkout, reach out to your Creative Partner who can help you decide if that setting is right for your team and help you configure it for your Storefront.
If I set a Delivery Date, will my package arrive on that date?
Brilliant will make every effort to ensure your package will arrive on or before the date you selected. There are times where carrier issues or other unforeseen circumstances beyond our control may delay your package.
For time critical packages that may need to arrive on an exact date, we often advise considering placing an order a business day before your event and overnight shipping to best guarantee your package arrives on time. Please see In Hands Date Best Practices for more information.
If your package appears stuck or you have concerns it may not arrive on time, reach to us at [email protected] and we'll see what we can do to expedite an additional rush order.
Can I cancel my order?
While your order is still in 'In Fulfillment' status and has not yet been packed by our warehouse and moved to 'Out for Delivery', you can cancel your order by logging into your Brilliant account and clicking the user icon at the top of the page, and clicking 'Order history' in the drop down menu.
If you have access to multiple Storefronts, you'll need to select the Storefront you placed the order in from your Brilliant dashboard and then follow the instructions above.
From your Order History page, click the Order # in the Order column to see the Order Details view. From there, if you can cancel your order the 'Cancel Order' button will be available in the top right corner. If you cannot cancel your order, this button will not appear.
Clicking Cancel Order will open the Cancel Order pop up where you can confirm the cancellation.
How do I check the status of my order?
As outlined above, your Order History from your Brilliant Storefront will have the tracking and status information for each order you've placed. Our order statuses are as follows:
- Awaiting Fulfillment: Your order is waiting on approval from a designated approver in their company’s approval flow. This only applies for companies with our order approval feature enabled.
- In Fulfillment: Your order has been placed but its related shipments have not been shipped yet.
- Out For Delivery: All shipments have finished being fulfilled and are with the shipping carrier.
- Partially Delivered: Some shipments have been delivered associated with your order, but not all of them.
- Delivered: All shipments from your Order have been delivered.
- Partially Shipped: Some shipments have been shipped but not all
- Cancelled: The order was cancelled
Where's my tracking number?
Your tracking number will be emailed to you once your gift has been fulfilled, and will appear in your Order History view when logged into your Storefront. We will send a follow up email when your order begins tracking with the carrier. International tracking typically takes longer to begin than domestic tracking.
Tracking shows that my gift was delivered, but I haven't received it
Please be sure to check at all entrances of freestanding residences, in central mail rooms for shared buildings, and with nearby neighbors to see if the shipment was accidentally picked up or delivered to a neighboring address. If you're still not able to locate the package, please reach out to the shipping carrier. Replacement shipments are solely at the discretion of the company that sent the gift.
There's a problem with the item I received.
All items pass a quality check prior to shipment, but mistakes can happen. If your gift arrived damaged, please email our Support Team with images of both the item and packaging. While Brilliant is not responsible for damage incurred in transit, we'll always do what we can to make things right.
If you received an incorrect item, please be sure to provide the item and size to our Support Team. We will work quickly to resolve this and ship a replacement when possible. A return label will be provided to send back the incorrect item.
Who do I contact with questions?
If you have questions about your order or shipping, please email [email protected] or respond to the email containing your order confirmation.
You can expect a response within one business day. If the request arrives after business hours, we will respond on the following business day.