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Customer Care
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  • Giftpack

  • What is Giftpack?How to use it?

    Giftpack is a platform that deliver your warmth to the people you care about in just 3 hours or less, no matter the distance.

    a. Select the city where you want to sent
    b. Choose your surprises
    c. Write a message and wait for the big smile from your beloved
    ( Want to know more about how does it work? click “
    How can I send my warmth to my loved?” )
    Tips: Your gift can accompany; a thoughtful text, voice message, or even a customized video.

  • How do I sign up?

    [for IOS users]
    Open your Giftpack App. Click “sign up”, input your phone number, and set your password. Next, you will receive the verification code. Please verify your phone number and you should be all set!

    [for web users]
    Click the “Log In” button at the upper-right corner. Click the “Sign Up” button to input your phone number and set up the password to finish the process.

  • Are you open on holidays and weekends? Will shipping costs be different?

    Giftpack is 24/7! Nevertheless, the products on Giftpack are only available on the appointed date provided by our partner shops.

    More about shipping costs: How does Giftpack deliver gifts? What about the shipping costs?)

  • What are the available cities?

    We’re currently in.
    Taiwan:
    Taipei, New Taipei City, Taoyuan, Hsinchu, Taichung, Tainan, Kaohsiung

    USA :
    San Francisco

    Japan:
    Tokyo

    Australia:
    Sydney

    Singapore:
    Singapore

  • What cities are going to be available in the future?

    In 2019, we are planning to launch in several cities in Taiwan. Additionally, we’re now preparing to expand our services in Fukuoka, HongKong, and Korea.

  • I want Giftpack in more cities. How can I let you know?

    On the bottom of our webpage is the section “Let us Know Which City You Want on Our List”. We may expand to the region if receiving many requests. Please gather your friends and family, and vote for your favorite city now!

  • Where can I find my previous gifting records?

    For iOS users:
    Upon opening the Giftpack app, click on the pink circle at the bottom. Click on "Time Capsule" to check your previous gifting records.

    For website users:
    Upon logging in through the web platform, click on "My Account” to enter the "Profile” page. Click on “Giftbox” to check your previous gifting and receiving records.

  • Customising on Demand

  • Will there be a discounted price if I want to deliver a huge amount of self-preparation presents at once?

    “Self-preparation Present Delivering” is adopted by a single purchase currently. Giftpack does not provide huge-amounted service. If you have any special needs, please feel free to contact giftpacker@giftpack.io or website customer service.

  • How should I contact your reception if I want to customize a wedding present?

    You are very welcome to discuss with us via our official website or fan page before ordering! We will contact our reception to serve you and satisfy your needs.

  • Before Placing an Order

  • How do I pay for the gift?

    The acceptable forms of payment are listed below based on the delivery country:
    Taiwan: Credit card, Debit card, Apple Pay
    United States: Credit card, Debit card, Paypal, Apple Pay, Venmo
    Japan: Credit card, Debit card, Paypal, Apple Pay

    *WeChat Pay will be available soon. We hope to provide you with a better experience!
    *We support the following credit cards from the financial institutions: Visa / Mastercard / American Express / Express Discover / JCB / Diners Club + Debit Card

    If you have specific questions regarding payment, please reach out to us directly on the website.

  • What is “The Magic tip Box”?

    We provide you a way to directly tip your special Giftpacker for delivering your gifts perfectly :) They're responsible for making sure the experience is awesome and to take a special video of your recipient's reaction.

    After choosing the gifting city, you will find “The Magic Tip Box” service in the “Special” section. Adjust the tip amount in the last step and place an order to complete the tipping process.

    Besides expressing your gratitude toward your Giftpacker, the Magic Tip Box can also be used when certain situations occur: For example, if your Giftacker waited for more than 30 minutes to fulfill your delivery or had to re-deliver the gifts, etc. We will contact you and explain the details of specific situations like this.

  • Can I send a gift that needs to be pre-ordered earlier?

    Please contact our customer services directly if you would like to do so. We will do our best to speak with our store partners for you.

    Giftpack Urgent Gift Fee:

    Under $1000 TWD: $100 TWD per day
    $1000 TWD - $1999 TWD: $150 TWD per day
    $2000 TWD - $2999 TWD: $200 TWD per day
    An extra $50 NTD will be charged per $1000 NTD for the gift price.



    *This urgent gift fee listed above is only for Giftpack's handling fees associated with the orders and it does not include any potential additional fees the stores may request due to the urgency.

  • If I choose several gifts, can I combine shipping costs?

    At the moment, we do not offer this option. However, if you would like to buy different gifts at the same time, you can list the product names in "Special Requirement” when placing an order.

    Please note: If there is more than one store in the same order, an extra delivery fee will be charged. Should you have any questions, please contact our customer services anytime!

  • Can gifts be delivered overseas?

    If the Gift Recipient is not in cities we currently service:
    Unfortunately, this service is not available yet. However, once you provide the address of the recipient, we can give you an estimated charge for the extra distance. Or, we can help you choose, pack and send the gifts. Simply contact our customer services for further information.

    If the gift you're looking to send is not available in our current cities: You may send the gift to our offices in cities we have services in, and we will take care of the rest!

  • Can you help me buy gifts?

    We suggest that you use our “Special 3Hrs Delivery” service. If your gift is available in convenience stores, pharmacies or chain stores, we can help you with that! (Please contact our customer service first for preliminary evaluation.)

    Extra tips for our Packer is needed for this service. Our enthusiastic Packer will help you buy gifts and deliver your love directly on your behalf.

  • Tracking Order

  • Can I track my delivery process?

    Four text messages and emails will be sent to you during the gifting journey for you to track the current status. Including Order Confirmed, Gift Picked Up, On Delivery, Arrived (with your private messages)

    No matter where you are, we help you follow up every single step in this hearty and warm journey.

  • If there is a mistake in my order, what can I do to correct it?

    Please contact our customer services immediately through out offcial Facebook page or website and ask for help.

  • After placing the order, can I change the gift I want to send?

    If the shops permit, a NT$500 change fee will be changed. We will try our best to mediate with the shops to make it happen. However, if the gift has already been made, it cannot be changed and no refund will be made. It is recommended that you are certain what to gift before placing an order.

  • Can I change the designated gifting time after placing the order?

    If the situation permits, it can be changed with no extra fees within half an hour after the order is placed. (Currently, only a later time will be accepted). Afterwards, each successful change will be charged NT$200 as the change fee.

    We will try our best to mediate between our Packer and the shops to make it happen. However, we cannot guarantee that the designated gifting time will be changed successfully every time. It is recommended that you place the order after confirming the time.

  • Can I get a refund if I don't need the gift after placing an order?

    Our Gift Assistant and Gift Partners has put a lot of effort into making the gift journey perfect. Therefore, the refundable amount is also different. Please refer to the following:
    1. If the order has not been confirmed, the sender will be offered a full refund.
    2. If the order has been confirmed by Giftpack, a 90% refund will be made.
    3. Once the the Partner shops confirmed the order, a 10% refund of the fee will be made. You can choose to ship the gift to the designated location by logistics by paying extra shipping and service fees.
    4. If the Packer has departed, the fee is not refundable. You can choose to ship the gift to the designated location by logistics if paying extra shipping and service fees.

  • What if the gift doesn't arrive at the assigned time?

    Generally speaking, Packers will be required to update their current status during the entire delivery process.
    However, if anything urgent happens, our customer service team will contact you as soon as possible and provide the fastest ETA.
    If it is not on time since the receiver does not answer the phone made by our packer, we would contact you and suggest you call the receiver to have them receive the gifts.

  • What will happen, if the gift is rejected by the receiver?

    The packer will contact our customer support team, and we will ask the gift sender what would he/she wants to do with the gift.

  • How can I contact my Packer?

    For any emergency, please contact our customer service team via our official Facebook page or our website and ask for help.

  • Can I or the receiver leave a comment or review a gift and service?

    You can leave comments for us in the “Giftbox” page. Receivers can rate our service through the link provided in the text message they received.

  • If the gift receiver does not answer the phone, what will Giftpack do?

    We will contact you right away and provide you with these three options:

    1. Pay an extra fee to re-deliver on the other day.
    2. Ship to the receiver by logistics. (Extra fees will be discussed and charged.)
    3. Contact the receiver by yourself, and let us know within ten minutes.

    If you would like the Packer wait there or go to a different location, extra fees will be charged. Please see the questions below.

  • If the receiver is in another location, will the Packer send the gift there for me?

    If the Packer's schedule permits, we will have them go to the new location first. Afterward, we will send you an email with a quotation of the extra delivery fee. Please pay accordingly.

    We will try our best to complete the gifting journey. Thanks for your consideration and patience for our Packer.

  • Can Packer wait for the receiver there for half an hour?

    If the Packer's schedule permits, an NT$ 100 will be charged for waiting there per 30 minutes.

    If not, we will first keep the gifts, and contact you for further discussion.

  • Promotions

  • Do I get a discount for my first order?

    Yes! After registering, we will send you a promo code to the e-mail address that you signed up with.

    Tips: If you haven't received the e-mail, please check your spam folder.



    * Coupon Code and Giftpack Credit cannot be used at the same time.
    * All promotion policy only applies for Giftpack members.

    Should you have any questions, please contact our customer services directly.

  • What is Giftpack's Newsletter? (What can I get from subscribing to the Newsletter?)

    You will get first-hand special offers by subscribing to Giftpack’s Newsletter!


    Apart from that, you will be the first to know new cities, new gifts, gifting stories from our users and the latest gifting trends especially for you.

    Subscribe to Giftpack’s Newsletter NOW to share stories of warmth and love with us!

  • What is Giftpack Credit? How to get it?

    Giftpack Credit is offered to our members to use on the Giftpack platform.


    [ How to get Giftpack Credit? ]

    A. Every new member gets $100 TWD Giftpack Credit.
    B. If your friend joins Giftpack with your "Invitation Code", you and your friend get $50 TWD Giftpack Credit.

    [ Wait, where is my Invitation Code? ]

    For web users:
    You can find it in your account and logging in.

    For iOS users:
    A. Upon opening the Giftpack App, click on the pink circle at the bottom. Go to "Profile" to copy your Invitation Code and share it with friends.

  • How to get Coupon Code?

    Coupon code will be provided exclusively to our members irregularly.

    [ How to get it? ]
    A. Through our Official Facebook page or Giftpack's Newsletter
    B. Participate in Giftpack's physical activities


    * Coupon Code and Giftpack Credit cannot be used at the same time.
    * All promotion policy only applies for Giftpack members.

    Should you have any questions, please contact our customer services directly.

  • How to use my Coupon Code?

    You can redeem your promotional coupon after placing an order. :)

  • Frequently Asked Questions

  • Why do I have to fill in all of my personal information?

    Giftpack uses this information to identify you, contact you and provide you with the best service for both you and the gift receiver.

    We will also send promotional information as well as warm gift stories via e-mail.

  • How can I update my profile?

    [iOS users]
    Upon opening the Giftpack App, click on the pink circle at the bottom. Go to Profile to edit. (Not applicable to phone numbers which require verification.)

    [Website users]
    Upon logging in, click “My account” to enter the “Profile” page. Simply click the information you would like to edit. (Not applicable to phone numbers which require verification)

    The information will be automatically saved once you click any space on the page, and a message “Your information has updated” will pop up.

  • I’ve forgotten my password!!

    Don’t worry!

    [IOS]
    a. Please go to the profile page
    b. Click “RESET” which is under the RESET PASSWORD
    c. Click the magic link in the text message we sent to you and then you can reset your password!

    [WEBSITE]
    a. Go to log in page
    b. Click “RESET” which is under the RESET PASSWORD
    c. Click the magic link we sent to your phone and then you can reset your password!

  • Why haven’t I received my verification code?

    Please double check to make certain that you have entered the correct number and country code. If you still haven’t received your verification code, please visit our website, and contact our customer support team.

  • I am having trouble launching the Giftpack website. How can I contact customer support?

    We apologize for any inconvenience, but sometimes excessive flow can impact our servers. We are alerted immediately when these issues arise, and we work to fix them as soon as possible. For customer support you can visit our Facebook page for help.

  • My Giftpack App keeps crashing. Is there a way to fix this problem?

    First, please make sure you’ve updated to the latest version of the Giftpack App.
    Also, we suggest you close all of your other Apps, and restart your Giftpack App.
    If that still does not work, please make sure you update your smartphone system to its latest version. If above solutions do not work… please contact our customer support for further assistance.

  • How can I switch languages on the Giftpack website?

    You can find a list of languages on the lower-right corner of the website, please feel free to choose the language you want!

  • Sponsorship

  • How can I support Giftpack?

    Thanks for being here and trusting what we are doing now! We sincerely appreciate for your kindness for supporting Giftpack, please click on the link below: Click Me Giftpack will keep working hard to be your best choice in this gifting journey. :)

Giftpack Around the World
Coming soon to a city near you
United States
Taiwan
Japan
  • TokyoAll Districts Available
Singapore
Australia
  • SydneyAll Districts Available
Hong Kong
China
France
Thailand
Malaysia
Let us know which city you want Giftpack to land
support@giftpack.io