At Am Israel Shai, we want every gift to arrive safely and bring joy to its recipient. This Shipping, Returns & Refund Policy explains how deliveries, cancellations, returns, replacements, and refunds are handled. By placing an order, you agree to this Policy.
1. Delivery Areas
We currently deliver within Israel. Delivery availability may vary depending on supplier location, product type, delivery destination, security conditions, public holidays, and special events. Certain remote locations may require additional delivery time.
2. Delivery Timeframes
Estimated delivery times displayed on the Platform are provided in good faith and are estimates only. Delivery times may be affected by high seasonal demand, public holidays, severe weather, transportation disruptions, security situations, military operations, or circumstances beyond our reasonable control. While we make reasonable efforts to meet estimated delivery dates, we cannot guarantee delivery by a specific time unless expressly stated.
3. Recipient Availability
Customers are responsible for providing accurate delivery information. If the recipient is unavailable, cannot be reached, refuses delivery, or the address provided is incorrect, additional delivery charges may apply. Refunds will generally not be provided for failed deliveries caused by inaccurate information supplied by the customer.
4. Personalized and Custom Orders
Personalized, made-to-order, or customized products are specially prepared for each order. Once production or preparation has begun, such orders cannot be canceled, cannot be returned, and are generally not eligible for refunds, except where required by applicable law. Examples include personalized gifts, custom gift boxes, printed items, engraved products, and special-order products.
5. Flowers, Food, and Perishable Products
Due to their nature, flowers, food products, baked goods, fresh products, and other perishable items are generally non-returnable. Minor variations in appearance, arrangement, packaging, or ingredients may occur and do not constitute defects. However, if a product arrives damaged, spoiled, or materially different from what was ordered, please contact us promptly.
6. Damaged or Incorrect Products
If a product arrives damaged, defective, incomplete, or materially different from the order, please contact us within 48 hours of delivery. To assist with review, we may request photographs, delivery information, and additional details regarding the issue. After review, we may offer a replacement product, store credit, or a refund in whole or in part. The appropriate remedy will be determined at our reasonable discretion.
7. Order Cancellation by Customer
Orders may be canceled before processing begins. Once supplier preparation begins, product customization begins, packaging begins, delivery has been scheduled, or the order has been dispatched, the order may no longer be eligible for cancellation. Cancellation requests should be submitted as soon as possible.
8. Order Cancellation by Am Israel Shai
We reserve the right to cancel orders when necessary, including in cases of product unavailability, supplier issues, pricing errors, suspected fraud, delivery restrictions, or circumstances beyond our control. If we cancel an order, a full refund will be issued.
9. Refund Processing
Approved refunds will be issued to the original payment method whenever possible. Refund processing times may vary depending on the payment provider, credit card company, or banking institution. Refunds may take several business days to appear in the customer's account.
10. Gift Recipient Refusal
If a recipient chooses not to accept a gift after delivery has been attempted or completed, refunds generally will not be available. Each situation may be reviewed individually at our discretion.
11. Delivery Delays
A delayed delivery does not automatically qualify for a refund. Refunds or credits for delays will be considered only where the delay was substantial and within our reasonable control.
12. Force Majeure
We shall not be liable for delays, cancellations, or failures resulting from circumstances beyond our reasonable control, including war, military operations, terrorist attacks, civil unrest, government restrictions, labor disputes, natural disasters, transportation disruptions, internet outages, or communications outages.
13. Contact Us
For questions regarding deliveries, returns, or refunds, please contact Am Israel Shai at [support@amisraelshai.com].