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Frequently Asked Questions

Cancer is a beast, but shopping for a cancer care package shouldn't be beastly! We've collected our most commonly asked questions below, however never hesitate to reach out if you'd like to chat with a real live human! We're availalable Monday thru Friday, 9:00 a.m. to 5:00 p.m. CST. Give us a call at 913.991.1048 or email at customersupport@thebalmbox.com.

SHIPPING

ORDER DETAILS

CUSTOMIZATIONS / SUBSTITUTIONS

PRODUCT LINE

DONATIONS

MISC QUESTIONS

CANCER PATIENT RESEARCH

Can I change my shipping address?

If your gift box has not left our warehouse, we are more than happy to change your shipping address. Give us a call at 913.991.1048 any time between 9:00 a.m. and 5:00 p.m. CST Monday through Friday and we’ll take care of it – no problem! 

If you placed your order over the weekend and would prefer not to wait for our office to open, you can change the shipping address yourself! 

After checking out, the order confirmation page will appear.

  • On desktop, the CHANGE SHIPPING ADDRESS button is at the top right.

  • On mobile devices, it’s at the top center.

Click the (change shipping address) icon to update your shipping info. Our system gives customers 3 HOURS to make changes.

Missed the window? No worries — just email customersupport@thebalmbox.com, and we’ll have it updated by Monday morning! 

Once a gift box has been picked up by UPS, we CAN redirect it – but we often recommend against it. The cost of doing so is often more than re-shipping the package and can severely delay its arrival. Give us a call and we can work through the options to determine the best, most cost-effective way to get your package to its final destination.

Does Balm Box ship Internationally?

The Balm Box can ship some items internationally. We work through an international shipping partner, who does not allow us to ship food or essential oils. Therefore, we modified our core product line to follow those parameters. Furthermore, currently we are only able to ship to Canada, Ireland, United Kingdom, and the European Union. 

You can find our international product line here. Be sure to select the correct currency of the ship-to destination. On mobile, currency selection can be found in the menu bar on the left-hand side; On a computer it can be found in the upper right-hand corner of the page. Once the currency is selected, all available gift boxes will appear on the page. You must make your purchase in the currency of your shipment’s final destination. We know - it’s really wonky! But it’s the least-bad way we have to accommodate International orders for the time being. Thanks for your patience. 

How long is the time between when I place my order and when my gift ships?

All orders placed before NOON CST are shipped on the same business day. All orders placed after NOON CST are shipped on the next business day. This means orders placed after NOON CST on Fridays are shipped on Monday. Please note, these days do not take holidays into account, which will delay shipping and delivery.

Do you ship to hospitals or medical centers?

While we CAN ship to hospitals and medical centers, we HIGHLY recommend against it. About 90% of non-deliverable packages are returned to us from hospitals and medical centers. There are myriad reasons why, including but not limited to: hospital mail centers are slow to organize and deliver patient mail/packages, patients are often released sooner than anticipated, each hospital has extremely picky and specific delivery instructions and will return packages if they are non-compliant… the list goes on. 

We STRONGLY recommend sending gift boxes to patients’ homes. 

How do I track my order?

  1. Login to your account 
    • On mobile, link can be found on the left-hand navigation under “account”
    • On web, click on the “head” icon in the upper right-hand navigation
  2. Click on your Order Number
  3. Click on the “Track Shipment” link

How long will it take for my order to arrive?

That depends on a variety of factors, most importantly whether you choose FREE ground shipping or one of our expedited shipping options. It’s extremely difficult to estimate FREE ground shipping delivery timing, but you can assume the closer your shipment is to our warehouse in Kansas City, the quicker it will arrive. Ground deliveries generally arrive within 5-7 business days; however, UPS will claim it could take up to 10 business days. While that is rare, it could happen.  Inclement weather, holidays, and weekends will definitely delay shipments.

Below are expedited shipping guidelines, assuming no inclement weather or holiday impacts to shipping deliveries:

Can I change my billing address?

Of course! Simply email customersupport@thebalmbox.com with the name, email and/or mobile phone number associated with your order and we can update your account information.

Can I add a gift note?

Of course! All gifts include a checkbox for an optional gift note. You can choose from the FREE Balm Box stationery, or one of our elegant Balm Box greeting cards for an extra $3.99. 

If you already ordered your gift box and forgot to include a gift note but would like to add one, as long as your gift box has not left our warehouse, we are more than happy to add one in. Give us a call at 913.991.1048 any time between 9:00 a.m. and 5:00 p.m. CST Monday through Friday and we’ll take care of it – no problem! 

If you placed your order over the weekend, email your order number and gift message to customersupport@thebalmbox.com and we will be sure to insert the message into your order before it is fulfilled on Monday.

I purchased additional items with my care package - will they ship together?

If the additional items fit into a single shipper box, we will ship them together. However, if the items do not fit into a single shipper box, we will ship them in separate shipping boxes. All items ship out of the same warehouse on the same day – so they should arrive together/on the same day. Obviously, once we hand off shipments to UPS we cannot control how they arrive – but most of the time, they arrive together! 

Where can I find my coupon code?

Your coupon code was sent to the email address or mobile phone number you used to sign up for messages. Sometimes it takes a few minutes for those messages to arrive. If you’ve waited more than 10 minutes, give us a call at 913.991.1048 and we are more than happy to look up your discount code for you.

Are invoices or packing slips included in my gift box?

The Balm Box will *never* include any receipt in a gift box that includes or references a gift price. The only time we may include a packing slip is if there is no gift note included in the order to ensure the gift recipient knows who sent them their gift.

Can I make my own custom box?

Sure! All custom orders must be made over the phone. Give us a call at 913.991.1048 during regular business hours Monday through Friday 9:00 a.m. to 5:00 p.m. and we would be happy to develop a custom box for you.

Can I make any substitutions in my gift box?

Sure! If the product substitution is of comparable value, we are more than happy to make substitutions. Give us a call at 913.991.1048 during regular business hours Monday through Friday 9:00 a.m. to 5:00 p.m. and we would be happy to help you out.

Can I request a particular blanket, pill box, or tumbler color?

Sure! Our blankets, pill boxes, and tumblers arrive in assortments of mixed colors and patterns ergo we do not always know exactly how many of each color/variety we have in stock. But give us a call at 913.991.1048 during regular business hours Monday through Friday 9:00 a.m. to 5:00 p.m. and we would be happy to talk through the best options for you/your loved one. 

What is in each box?

There are many ways to determine the exact components in each cancer care box:

  1. Look at the Product Photos - here are the instructions:
    • Click on the product
    • Click on the size (Essentials, Comprehensive, or Tremendous)
    • The photo on the left will change to show you the exact combination of items in the box version as you click between the size options.
  2. Read the long form written descriptions - here are the instructions:
    • Click on the product
    • Scroll down past the “add to cart” button
    • Click on the “+” to the right of the word “DESCRIPTION”
    • A description of each item will be displayed. As you will see, the Essentials Box is always the ‘baseline’ box. All items in the Essentials Box are found in the Comprehensive and Tremendous boxes; incremental items are added to the Comprehensive boxes which are also found in the Tremendous boxes. Finally, extra items are added to the Tremendous boxes making them the largest boxes.

Can I get a free Balm Box for my loved one?

As a small and growing company, we are simply unable to vet all the requests we get for free gift boxes for all the deserving and struggling cancer patients that reach out to us. We have no way of knowing who is genuine and honest, and who will turn around and sell a free/donated cancer care box on eBay. Yes, we’ve seen it, and yes, it’s as gross as it sounds.

Therefore, we made the decision to focus our energy on supporting amazing non-profit organizations that support cancer patients directly. Since 2022 The Balm Box has been working with the phenomenal teams at our local American Cancer Society and Gilda’s Club in Kansas City to support cancer patients in our area through a combination of in-kind and cash donations. It is the best way we know to truly support cancer patients in need.

Can I get a free Balm Box for my fundraiser?

Every year The Balm Box sets aside a finite number of gift boxes for donation to events of a certain size. We send them out on a first-come, first-serve basis. Once they are claimed, we are unable to share any more. Send an email to admin@thebalmbox.com with the following information:

  1. The name of your non-profit organization, confirming its tax filing status
  2. The date of your event
  3. Anticipated event attendance
  4. Cost to attend your event 
  5. Event fundraising goal

Where is The Balm Box located?

The Balm Box offices and warehouse are in Overland Park, KS – a suburb of Kansas City.

Does The Balm Box have a Retail Storefront?

No. The Balm Box warehouse and offices are a commercial space; we are not set up to accommodate retail sales. On occasion, we may attend pop-up events where we set up temporary stores, but we do not have any permanent retail storefronts.

Can I find The Balm Box products on other stores besides TheBalmBox.com?

Yes! You can find variations of our product line on the following websites:

CVS.com: Seatbelt Pillows, Side Protector Pillows, and Drain Holders

Walmart.com, Amazon.com, and Etsy.com: Seatbelt Pillows, Side Protector Pillows, and Drain Holders as well as a small assortment of economy gift boxes that include fewer items per box than the premium selection of gift boxes on TheBalmBox.com.

We also sell the same assortment of economy gift boxes to independent pharmacies, durable medical equipment and retail stores across the US and Puerto Rico through distributors like RangeMe and Cencora.

What do cancer patients really want according to your research?

We asked cancer patients to rank items on a scale of 1-5, with “5” being “YES – I wanted and needed this item” and 1 being “NO – I did NOT want or need this item”. The top performing items were:

  • Creams/lotions
  • Lip Balm
  • Wedge Pillows
  • Fleece Blankets
  • Tea / Coffee
  • Aromatherapy

The bottom performing items were:

  • Cancer awareness enamel pin
  • Positive message magnets
  • Kicking Cancer Tote Bag
  • Worry Stone
  • Kicking Cancer Mug
  • Inspirational Poetry

Taken together, it was clear to us that cancer patients clearly want and need items that are functional and useful to their healing and actively rejected items that we considered “inspirational.” These were items commonly found in many traditional cancer care packages. 

Furthermore, some items that could be considered functional ended up in the “below average” – what we called “meh.” They are Journals, Candles, Sleep Masks, and Bath Salts. Let’s break these down and think about why:

Journals: While there is some interesting research showing that journaling can be productive and helpful to some cancer patients, it can also be a burden – kind of like a homework assignment. If patients are exhausted, having memory issues, and just want to be home and chill out – being faced with a journal and pen may feel like an obligation more than an opportunity. This one is tricky – and most likely comes down to the individual patient.

Candles: SCENT is so often a nausea and/or headache trigger for patients undergoing chemo and/or radiation. Depending on the candle scent, this one could go wrong, fast. Also, if they live in an apartment building, they could be verboten. We say – tread lightly, and know your audience.

Sleep Masks: If a patient has trouble sleeping, we’d bet their doctors have them covered with Ambien or the like…. Not sure sleep masks (or ear plugs) are really going to make much of a dent here.

Bath Salts: Surgeons do not allow their patients to take a bath or go swimming until their stitches are healed and come out. And while it depends on the patient, many suffer from dry and painful skin from chemo, and tender and painful skin from radiation. A bath would be actively PAINFUL during either treatment. There are so few opportunities to take a bath during cancer treatment – bath salts seem actively UN-thoughtful to us.

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