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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”, enter your phone number and set up a password. Next, you will receive a 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 enter your phone number and set up the password to complete the registration.

  • Are you open on holidays and weekends?

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

  • What are the available cities?

    We’re currently in.
    Taiwan:
    Taipei, New Taipei City, Taoyuan, Hsinchu, Taichung, Tainan, Kaohsiung, Keelung, Miaoli, Nantou, Changhua, Chiayi, Yunlin, Pingtung

    USA :
    San Francisco, New York

    Japan:
    Tokyo, Osaka, Yokohama

    Australia:
    Sydney

    Singapore:
    Singapore

    Hong Kong:
    Hong Kong

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

    We’re expanding our services in Nagoya and Fukuoka in Japan this summer. However, we are currently postponing launching services in Los Angeles, Boston, and San Diego in U.S. due to the pandemic. We will let you know once we finalized our 2020 plan in U.S.

    Additionally, services in Korea (Seoul), China (Beijing), France (Paris), Thailand (Bangkok), and Malaysia (Kuala Lumpur) are coming soon!

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

    Put down the name of your wish cities on “Let us Know Which City You Want to Deliver to” section at the bottom of our webpage”. We may expand to those regions if receiving many requests. Please gather your friends and family to 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 "Time Capsule" to check your previous gifting and receiving records.

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

  • Customising on Demand

  • Can I check the photos of flower, message card, balloon, and so on in SPECIAL SERVICES before the delivery?

    We are sorry for this. Basically our packer buys and prepare SPECIAL SERVICES after they departure to pick up main gift. Please note the example or color you want into the special requirement. We will do our best to find but the final option will still depend on the stock in stores.

  • What is the service of Choose Which Gift We Buy/Deliver

    Choose Which Gift We Buy/Deliver is a service that we will assign our packer to the store you want, buy the gift you want and deliver to the receiver.
    We will buy on-demand so please be aware that there is possibility that the product you want is out of stock.
    Please remember to note the product priority into the note.
    Also, about the special requirement you may want, we will follow the regulations of the store you decided.
    Please kindly understand the situation above.

    *The store and the delivery address must need to be at the same city.

  • Can I place orders in bulk? what about orders for business and VIP gifts?

    Giftpack does not provide bulk purchase orders. And, If you have any special needs such as business and VIP gifts, please feel free to contact giftpacker@giftpack.io or our customer service team on the website.

  • Who should I contact if I want a customized gift?

    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 your 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 payment 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 any specific question regarding payment, please reach out to us directly on the website.

  • What is “The Magic Tip Box”?

    "The Magic Tip Box" allows you to tip your Packer for delivering your gifts perfectly :) They're responsible for taking a special video of your recipient's reaction and ensuring an awesome experience.
    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 Packer, the Magic Tip Box can also be used when certain situations occur: For example, if Packer waited for more than 30 minutes to fulfill your delivery or had to re-deliver the gifts, etc. We will contact you in case of special 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 that 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 where we currently deliver:
    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 where we have services, and we will take care of the rest!

  • Can I send a gift that I already prepared/ordered?

    No problem! Our "On-demand Gifting Service" option is there for you.
    A. If you already prepared/ordered the gift, please write down every detail in "Special Requirement". E.g. Address, the name of the gift, paid or not yet... ... for our Packers to pick up and deliver it more efficiently.
    B. If you are going to send the gift to our offices from other places and have the Packer deliver it to the recipient in person, please contact our customer services directly for further information.

  • 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 our 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 fee will be charged for changing the gift. 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, the gifting time can be changed. Please contact us at least one day before the original scheduled date.

    Contact us 3 days before the original scheduled date: no extra fees.
    Contact us 1-2 days before the original: 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 Partner Stores have put a lot of effort into making the gifting 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 get a full refund.

    2. If the order has been confirmed by Giftpack, and the Partner stores also confirmed the order, we can only refund our service fee. If you like to change the shipping location after the order has been confirmed, you may have to pay extra shipping and service fees.

    3. If the Packer has departed, the fee is not refundable.

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

    Packers will always update their current status during the entire delivery journey.
    If anything urgent happens, our customer service team will contact you as soon as possible and provide you with the updated ETA. And, if the receiver missed the call from Packers, we would have you contact the receiver regarding the pick-up.

  • What if the gift is rejected by the receiver?

    The packer will contact our customer support team, and we will ask the gift sender what 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 for assistance.

  • Can I or the receiver leave a review on gifts and services?

    You can leave comments for us in the “Giftbox” page. Receivers can rate our services through the link in the text message we send.

  • 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 reschedule the delivery
    2. Ship to the receiver by logistics. (Extra fees will be charged.)
    3. Contact the receiver by yourself, and update us within ten minutes.

    If you would like the Packer to wait at the receiver's address 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 he/ she go to the updated location. Next, we will send you an email regarding the extra delivery fee.

  • Can Packer wait for the receiver for more than 30 minutes?

    If the Packer's schedule permits, an NT$ 100 will be charged for every 30-minute wait.

    Otherwise, we will keep the gifts first, 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 your e-mail address.

    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.

    If you have any questions, please contact our customer services.

  • What information will I get on Giftpack Newsletter?

    You will get first-hand special offers if subscribing to Giftpack Newsletter!

    Apart from that, you will be the first to know the new available cities, gift options, gifting stories, and the latest gifting trend recommendations for you.

    Subscribe to Giftpack Newsletter NOW to share your gifting stories and love with us!

  • What is Giftpack Credit? How to get it?

    Giftpack Credit is offered to our members for Giftpack's platform use only.

    [ How to get Giftpack Credit? ]

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

    [ Where is my Invitation Code? ]

    For web users:
    You can find it in your account after loggin 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 issued exclusively to our members randomly.

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


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

    If you have any questions, please contact our customer services.

  • How to use my Coupon Code?

    You can redeem your coupon after placing an order.

  • Frequently Asked Questions

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

    Giftpack uses this information to identify, contact, and provide you and gift receivers with the best services.

    We will also send promotional information as well as heart-warming gifting 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 then you will see “Your information has updated”.

  • What if I forget my password?

    Don’t worry!

    [IOS]
    a. Please go to the profile page
    b. Click the “RESET” button under the RESET PASSWORD
    c. Click the magic link from the text message we sent to reset your password!

    [WEBSITE]
    a. Go to the "log in" page
    b. Click the “RESET” button under the RESET PASSWORD
    c. Click the magic link we sent to your phone to reset your password!

  • Why haven’t I received my verification code?

    Please double check to make sure that you've 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 accessing the Giftpack website. How can I contact customer support team?

    We apologize for any inconvenience, but sometimes high web traffic might impact our servers. We will fix the issues immediately once we detect them. Meanwhile, if you would like to contact our customer services for assistance, you can visit our Facebook page.

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

    First, please make sure you’ve updated the Giftpack App to the latest version. Also, we suggest you closing all other Apps to restart the Giftpack App.
    If that still does not work, please ensure you've update your phone to its latest version.
    If the solutions above do not fix the problem, please contact our customer support team for further assistance.

  • How can I switch languages on the Giftpack website?

    You can find a list of languages at the bottom-right corner of the website, please feel free to choose your preferred language!

  • Sponsorship

  • How can I support Giftpack?

    Thanks for being here and trusting what we are doing now!

    We appreciate your kindness for supporting Giftpack, please click the link for supports:
    DonateGP Link

    Giftpack will continue working hard to be your best choice in the gifting journey.

Giftpack Around the World
Coming soon to a city near you
United StatesUnited States
  • San FranciscoAll Districts Available
  • New York CityManhattan Only
  • Los AngelesAvailable in 2020
  • BostonAvailable in 2020
  • San DiegoAvailable in 2020
TaiwanTaiwan
  • TaipeiAll Districts Available
  • New TaipeiAll Districts Available
  • TaichungAll Districts Available
  • KaohsiungAll Districts Available
  • KeelungAll Districts Available
  • TaoyuanAll Districts Available
  • HsinchuAll Districts Available
  • TainanAll Districts Available
  • MiaoliAll Districts Available
  • NantouAll Districts Available
  • ChanghuaAll Districts Available
  • ChiayiAll Districts Available
  • YunlinAll Districts Available
  • PingtungAll Districts Available
JapanJapan
  • TokyoAll Districts Available
  • OsakaAll Districts Available
  • YokohamaAll Districts Available
SingaporeSingapore
  • Singapore CityComing Back Soon
AustraliaAustralia
  • SydneyAll Districts Available
Hong KongHong Kong
  • Hong KongAll Districts Available
ChinaChina
  • BeijingComing Soon
FranceFrance
  • ParisComing Soon
ThailandThailand
  • BangkokComing Soon
MalaysiaMalaysia
  • Kuala LumpurComing Soon
Let us know which city you want Giftpack to deliver to
support@giftpack.io