Question 1

Can I change my shipping address?

Accepted Answer

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.

Question 2

Does Balm Box ship Internationally?

Accepted Answer

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 bottom left-hand corner of the page.e. 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.

Question 3

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

Accepted Answer

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.

Question 4

Do you ship to hospitals or medical centers?

Accepted Answer

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.

Question 5

How do I track my order?

Accepted Answer

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 navigationClick on your Order NumberClick on the “Track Shipment” link

Question 6

How long will it take for my order to arrive?

Accepted Answer

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.

Question 7

What is your return policy?

Accepted Answer

The Balm Box has a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.To start a return, contact us at customersupport@thebalmbox.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Orders must be posted within 14 days of receiving a shipping label; if orders are not posted within 14 days of receiving a shipping label the return will be canceled. Items sent back to us without first requesting a return will not be accepted. Exceptions / non-returnable itemsCertain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Question 8

What is your exchange policy?

Accepted Answer

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Question 9

Can I change my billing address?

Accepted Answer

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.

Question 10

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

Accepted Answer

If the additional items fit into a single shipper box, we will ship them together. If they do not fit, we will ship them in separate boxes. All items ship from the same warehouse on the same day, so they should arrive together. Once shipments are handed off to UPS, we cannot guarantee delivery timing — but in most cases, they do arrive on the same day!Please note that all Fabulous Friends orders will be shipped separately. If you purchase a Balm Box product along with a Fabulous Friends product, we will include a note giving the recipient a heads-up to look out for more goodies!

Question 11

Where can I find my coupon code?

Accepted Answer

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.

Question 12

Are invoices or packing slips included in my gift box?

Accepted Answer

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.

Question 13

Can I make my own custom box?

Accepted Answer

We are so excited to announce that we have just launched this functionality! Click here to customize the perfect gift for your loved one.

Question 14

Can I add a gift note?

Accepted Answer

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.

Question 15

Can I choose the colors for items in my gift box?

Accepted Answer

Sure! We are working on making this a feature on all of our gift boxes. For now, you can create a custom box here or give us a call during business hours at 913.991.1048 and we can handle directly.

Question 16

What is in each box?

Accepted Answer

There are many ways to determine the exact components in each cancer care box:Look at the Product Photos - here are the instructions:Click on the productClick 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.Read the long form written descriptions - here are the instructions:Click on the productScroll down past the “add to cart” buttonClick 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.

Question 17

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

Accepted Answer

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.

Question 18

Can I get a free Balm Box for my fundraiser?

Accepted Answer

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:The name of your non-profit organization, confirming its tax filing statusThe date of your eventAnticipated event attendanceCost to attend your event Event fundraising goal

Question 19

Where is The Balm Box located?

Accepted Answer

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

Question 20

Does The Balm Box have a Retail Storefront?

Accepted Answer

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.

Question 21

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

Accepted Answer

Yes! You can find variations of our product line on the following websites:CVS.com: Seatbelt Pillows, Side Protector Pillows, and Drain HoldersWalmart.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.

Question 22

Does The Balm Box sell wholesale?

Accepted Answer

Yes! We would love to work with you. Please fill out our wholesale inquiry form here and a member of our team will be in touch with you shortly.

Question 23

What do cancer patients really want according to your research?

Accepted Answer

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/lotionsLip BalmWedge PillowsFleece BlanketsTea / CoffeeAromatherapyThe bottom performing items were:Cancer awareness enamel pinPositive message magnetsKicking Cancer Tote BagWorry StoneKicking Cancer MugInspirational PoetryTaken 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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