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About Our Program |
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Shopping Categories |
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Quick Find |
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Information |
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Accepted Credit Cards |
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Q: How do I order products and give credit to my organization?
A: To begin, you need your "School ID." From our homepage, click "Shop" and enter your "School ID." Then click on any of the product links to the left under Shopping Categories. Click on "buy now" to put the items in your "shopping cart." When you are ready to "check-out," you will be guided through these steps: delivery information, payment information, student information and confirmation.
Q: How do I give prize credit to 2 children?
A: You will need to place 2 separate orders.
Select items for your first purchase and check-out. After the payment step, you will enter the student information for the first child, confirm this order and you're done with this order.
For the second child, select items for your second purchase and check out. After the payment step, you will enter the student information for the second child and continue the same procedure as above.
Please note: if you are placing two (or more) orders that are shipping to the same address:
Before your orders leave our facility, we will gladly combine them as one shipment to save you money on shipping. The shopping cart will still show a default shipping charge for each order, but your actual combined shipping expense will not exceed the single highest shipping charge among the orders. Your credit card will only be billed once for your combined shipment.
If your combined order exceeds $80 we will waive the shipping fee entirely.
To help facilitate this process, please inform us of your desire for a combined shipment, by mentioning it in the message field which appears during the check-out process.
Q: I received an e-mail from a friend with a student link. How do I order?
A: Click on the link and you will enter our site on the "Shop" page. Click on any of the product links to the left under Shopping Categories. Click on "buy now" to put the items in your "shopping cart." When you are ready to "check-out," you will be guided through these steps: delivery information, payment information, student information and confirmation. You will notice in the student information step, the fields will be automatically populated with information. Just confirm your order and you're done while giving credit to the student.
Q: I know someone ordered just recently from an e-mail with a student link I sent them. But I still have not received notification. When will I?
A: It can take up to 2 business days for the notification e-mail to be sent. Orders placed through our secure website are processed and then the student (and prize) information is brought into our fundraising software. It can take up to 2 business days for everything to clear before the e-mail goes out automatically.
Q: I just want to order a Voucher. How is this Voucher shipped and what is the mailing cost?
A: We will actually mail the Voucher (either Magazine Subscription or Personalized Item types) to you through the United States Postal Service (USPS). For handling and mailing, there is a flat charge of $2.00 for sending the Voucher(s) to you. Once received, please complete the address information and either mail in or go online to redeem the subscription or item.
When Voucher retail totals are $80 or greater, then shipping is free.
Q: How can I contact Genevieve's?
A: For returns, use the following e-mail address, fax number or phone our Customer Service Team regarding any School or Individual Internet Orders.
Customer Service e-mail address is: customerservice@genevieves.com
Fax line is: 413-730-6604
Our 1-800 telephone is: 1-800-842-6656
For School Orders, please refer to your School Account Number when calling.
For Individual Orders, please refer to your Order Number when calling.
Q: What forms of payment are accepted?
A: Genevieve's accepts the following major credit cards: MasterCard, VISA and American Express.
Q: When will my order ship?
A: Your items will leave our distribution center in West Springfield, MA within 1 week of receipt. Please note: due to varying temperatures, any orders containing chocolate and temperature-sensitive food items will be shipped after November 1st to addresses outside of New England.
Q: How do you ship your products?
A: Our products are shipped by ground service via UPS to the 48 contiguous states. We cannot ship to PO Boxes. The following map shows the number of shipment days from West Springfield, MA. 
Q: Can I send an order to a country other than the United States?
A: Currently, we only ship within the United States.
Q: What are your shipping charges?
A: Free Shipping to one location is provided for all product orders totaling $80 or more. For orders below $80, the shipping charge is the published UPS rate. Please note: sales tax is not included in the $80 total.
Q: Are all packages shipped via UPS delivery service?
A: Yes, We have selected UPS as our primary delivery service.
Q: Why do I have to pay sales tax?
A: Connecticut and Massachusetts sales tax laws regarding internet sales require us to remit sales tax on any taxable products ordered by a customer with a Massachusetts or Connecticut billing address, regardless of the shipping address. These 2 states are applicable since we have a nexus (presence) in each state.
Q: How and when do you ship chocolate items?
A: Chocolate items are generally shipped to New England addresses with the entire order during the months of September through May. Orders shipping outside of New England and which include chocolate items will be shipped after November 1. If the shopper wishes to have the other non-chocolate items shipped prior to that date, then two purchases are required. Items subject to the later delivery are marked with the “temperature-sensitive” sun symbol.
Q: How do I use the Shipment Correction Forms?
A: For School Orders, use the School Shipment Correction Form. Make sure you complete all fields. You must list the last name and first name of each student’s order that needs to be corrected. (Shipment corrections are sorted by student, too). Invoices are affected once we receive any merchandise to be returned. You will receive an authorization number to affect your credit.
For individual internet order returns, use the Individual Shipment Correction Form. Let us know if you would like a replacement or credit. We will e-mail you an authorization number to affect your credit once we receive back the item in question. Include a daytime phone number where we can contact you.
Q: What address do I ship returns to?
A: Our return address is:
Genevieve’s
Product Returns
61 Progress Avenue
West Springfield, MA 01089
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