Frequently Asked Questions

 

Frequently Asked Questions:


Have questions? We’ve got answers! If you can’t find the info you need, please reach out via our contact form or email us directly at hello@mousetoyourhouse.com


ORDERING

How does this work? +


The process is simple:

  1. Pick a basket you love, or contact us to order a custom basket.
  2. Place your order. At checkout, you’ll be prompted to provide all of the details for the recipient. You’ll also be able to leave a custom note for your recipient.  
  3. When the recipient is en route to Orlando, we’ll send them a text message (as long as you enroll them in notifications at checkout) alerting them that a magical surprise will be waiting for them at their resort. 
  4. Once the basket has been delivered, both the sender and recipient will receive a text letting them know.

If you’d like step-by-step directions on how to order, CLICK HERE for a PDF that will walk you through the process.

When should I place my order? +

 

Important Things to Note:

  • Orders can be placed up to 365 days prior to the guest’s check-in date. 
  • Orders will be entered into the delivery queue on a first-come, first-serve basis.  
  • Any dates grayed out on the calendar indicate the delivery queue is full. 
  • Please note the delivery queue may fill up faster during Holiday Seasons.
  • If you are not sure of your client’s information, please email us before placing any orders rather than entering incorrect guest data. 
  • The processing time for each order is two business days. For example:
    • An order placed on Monday at 11:30 AM EST will be processed on Tuesday and delivered on Wednesday. Or an order placed on Friday at 9:00 AM EST will be processed on Monday and delivered on Tuesday.  
    • Orders placed after 2:00 PM EST are not processed until the next business day, meaning that an order placed on Monday after 2:00 PM EST would be processed Tuesday and sent out for delivery Wednesday.

Ordering Deadlines:

  • REGULARLY LISTED BASKETS: 
    • Delivered orders: must be ordered no later than 7 business days prior to the guest’s check-in date to ensure product availability and a spot in the delivery queue.  
    • Shipped orders: we recommend the same time frame or longer if possible to ensure that USPS is able to get it there in time.
    • Rush Fees:
      • Any regular basket orders placed less than 7 business days prior to the guest’s check-in date may be subject to a  $20 rush fee.
      • Any regular basket orders placed less than 3 business days prior to the guest’s check-in date may be subject to a $25 rush fee.
         
  • CUSTOM BASKETS:
    • Custom Baskets must be agreed upon and paid for no later than 21 business days prior to the guest’s check-in date to ensure all items can be sourced in a timely manner.  
      • Any custom orders placed less than 21 business days prior to the guest’s check-in date will be subject to a $5 rush or cancellation fee.  
      • Any custom orders placed less than 7 business days prior to the guest’s check-in date will be subject to a $15 rush or cancellation fee. 
      • Any custom orders placed less than 3 business days prior to the guest's check-in date will be subject to a $20 rush or cancellation fee.

If you have a last-minute order (i.e. an order placed less than three business days prior to guest arrival), please see the FAQ below for more info on how to place your order. 

 

What happens if I have a last-minute order? +

 

We know last-minute trips happen, and last-minute orders are inevitable!  If we can accommodate your order, we would be happy to do so. 

 

A last-minute order is an order placed less than three business days before guest arrival. 

 

We try to get last-minute orders out as fast as possible when that happens. In these cases, we are happy to deliver to guests who are already checked in, as long as their checkout date is at least two days after the basket's delivery date.

 

If we can send an order on a quicker turnaround time, we always will. However, we can’t guarantee that’s always possible. 

 

Please contact us ASAP to inquire about our availability to accommodate a last-minute order:

Email: hello@mousetoyourhouse.com

Phone: 352-642-9957

What are your most popular baskets? +


Our most popular baskets are:

  • Snack Tote To Go
  • Classic Crunchies
  • Snack Pack 

If you’re budget conscious, keep in mind whether you’ll be looking for your order to be hand-delivered or shipped. Local Delivery to select resorts is $10. Shipping costs are calculated based on final weight and destination.  


If you're looking to have something locally delivered, our Snack Pack is the perfect mix of snacks with options to add in fun little treats that will be perfect for any vacation! 

 

And any one of our Build-Your-Own options is excellent, too!  They start under $20, and you pick out all of the inclusions you'd like to send!


To view all of our baskets, head to our shop page here. 

What happens if my recipient's plan changes? +


We understand that travel plans change, and we are happy to accommodate any changes in travel that may arise. 


We have a few options depending on the situation:


  1. We can hold the order for future dates if they have (or will be) rescheduling their trip.  Just send along the new dates or any dates/months they are considering, and we'll keep the order updated and the items held for you.
  2. We can turn it into a shipped gift!  We'd be happy to take the items and pack them up as a shipped gift to mail to your clients. (Shipping fees apply.)
  3. We can issue store credit to purchase something for this guest, a different guest, or yourself!
  4. We can cancel and refund the order. For our official cancellation policies, click here.

What if I don’t have all of the delivery information for my order? +


If there is a piece of information you do not have, please contact us prior to placing your order.


Please note:

  • All fields on the checkout page are required. Any missing information may cause a delay in fulfilling an order.  
  • Please be sure to include a first and last name.
  • Any changes or updates to a guest reservation must be provided to us no later than 7 business days prior to the guest’s check-in date to ensure timely and accurate delivery.
  • If incorrect information is provided on an order which results in a basket being delivered to the incorrect location or the basket not being accepted by a resort, a redelivery fee of $20 will be assessed. (Ex: wrong resort, wrong dates, etc.)

 

DELIVERY

How does delivery work? +

​​

During the checkout process, you will choose your delivery location. You’ll be prompted to let us know whether you will be sending your gift to a hotel, resort, or other location. 


Gifts going to a hotel or resort in the Orlando, FL area will be hand-delivered to the hotel concierge. Gifts going to any other location will be shipped.


For orders being sent to a hotel or resort, you’ll need to provide the following information to ensure your gift finds its way to your recipient on time:

  • Lead Guest Full Name
  • Reservation Confirmation #
  • Check-in & check-out dates 

 

For orders being sent to another location, you’ll be asked for the delivery location and address information. Once you enter that, the delivery methods (shipping or local delivery) will populate, and you can complete the checkout process.

Can I combine delivery fees? +


Unfortunately, we are not able to accommodate combined delivery fees. We ask that orders are placed per guest room or reservation number so that we know which baskets and add-ons go with which order. This allows us to ensure we have each guest's details and allows the hotels to use the information to make sure each basket makes it to the right place! 


If there are two reservations with two different confirmation numbers, we require two orders to be placed to accommodate this. 

Will the recipient have to pay the Disney bell fees? +


The delivery regulations or “bell fees” for Disney resorts do not affect our delivery process as we do not deliver to bell services.  


Disney resorts should NOT be charging this fee for any hand-delivered gift items. If your guests are charged this fee, they should speak with the front desk and dispute these charges while still on the property. 

 

Where do you deliver? +


We currently offer local delivery to select Walt Disney World and Universal Orlando Resorts in Orlando, Florida.  For a list of our delivery locations, click here. 


For delivery at any other location, gifts will be shipped. You’ll be prompted to select the shipping method at checkout when you place your order. 


At checkout, you’ll also be prompted to select whether or not to enroll your recipient in text notifications. We recommend doing so to ensure timely delivery of your basket. If you choose this option, your recipient will get a text when they are en route to Orlando, letting them know there is a magical surprise waiting for them. 


Please note that due to COVID, some resorts are not currently allowing team members to enter unoccupied guest rooms meaning that we cannot make in-room deliveries.


Instead, the resort will call your recipient on their in-room phone to let them know a package has arrived. If your guest is unavailable, a voicemail with the same message will be left. 


Guests can arrange an in-room drop-off by hotel staff, or they can arrange to pick it up by the front desk or concierge at their convenience. 


Until all resorts have officially returned to allowing in-room delivery, our standard procedure will remain "front desk pickup" for all baskets hand-delivered to a hotel or resort.

 

Do you hand-deliver each basket? +


Yes, our goal is to hand-deliver all of our gift baskets to a recipient’s hotel or resort! For a complete list of our delivery locations, click here. 


Please note that due to COVID, some resorts are not currently allowing team members to enter unoccupied guest rooms meaning that we cannot make in-room deliveries.


Instead, the resort will call your recipient on their in-room phone to let them know a package has arrived. If your guest is unavailable, a voicemail with the same message will be left. 


Guests can arrange an in-room drop-off by hotel staff, or they can arrange to pick it up by the front desk or concierge at their convenience. 


Until all resorts have officially returned to allowing in-room delivery, our standard procedure will remain as "front desk pickup" for all baskets hand-delivered to a hotel or resort.

 

BILLING AND PAYMENTS:

How does pricing work? +


Our prices are all listed on the website. Simply build a basket according to your desires, and the price will be reflected on the page, including any additional add-ons you choose. 


If you are a Travel Agent, we offer a discount if you sign up for our exclusive discount program. Click here for more information on how to join. 

How are payments processed? +


All payments are processed via credit card or through Paypal. 

What is your return/refund policy? +


Due to the nature of our service, we do not allow “returns” or refunds on baskets that have already been delivered. However, if there was an error with your order, we would be happy to do whatever we can to make it right. 


If you need to cancel your order, please see the FAQ below regarding our cancellation policy. 

Can I cancel my order? +


Cancellations of your order are allowed. However, depending on the timeframe during which the cancellation occurs, your order may be subject to additional fees as outlined below: 


Regularly Listed Baskets:

    • Orders must be canceled more than 7 business days prior to the guest’s check-in date to receive a full refund.  
    • Any orders canceled less than 7 business days prior to the guest’s check-in date are not eligible for a full refund.  
      • If an order is canceled less than 7 business days prior, a resolution will be handled on a case by case basis but may include the following options:
    • If a basket has already been created but not delivered:
            • Partial Refund: All baskets are subject to a 15% restocking fee.  Any items that cannot be restocked (i.e. balloons, agency logos, etc.) will not be refunded.
            • Rescheduling: When possible, a basket may be rescheduled for a later date.  Additional fees may apply.
    • If a basket has already been delivered to the resort:
          • Partial Refund: A $20 re-delivery fee will be assessed for the basket to be retrieved from the resort.  All baskets are subject to a 15% restocking fee. Any items that cannot be restocked (i.e. balloons, agency logos, etc.) will not be refunded.
          • Rescheduling: A $20 re-delivery fee will be assessed for the basket to be retrieved from the resort.  When possible, a basket may be rescheduled for a later date. Additional fees may apply.

    Custom Baskets:

    • Custom baskets are non-refundable.  If an order needs to be canceled, a resolution will be handled on a case by case basis but may include the following options:
      • If a basket has already been created but not delivered:
        • Items can be shipped to the recipient.  Additional shipping fees may apply.
        • When possible, a basket may be rescheduled for a later date.  Additional fees may apply.
      • If a basket has already been delivered to the resort:
        • A $20 re-delivery fee will be assessed for the basket to be retrieved from the resort.
        • Items can be shipped to the recipient.  Additional shipping fees may apply.
        • When possible, a basket may be rescheduled for a later date.  Additional fees may apply.

    Do You Offer a Travel Agent Discount? +


    Yes! Travel agents are our people! We understand the need to wow clients without breaking the bank, so we’re happy to provide travel agents with exclusive pricing to send baskets to clients visiting the Orlando area. 


    For more info and to sign up, visit our travel agent discount program page here. 

     

    BASKETS

    I need to place a large order for multiple baskets. How do I do that? +


    The best way to place a large order for multiple baskets is to use our contact form to get in touch with us. Provide your contact information and as much detail as possible in your inquiry. 


    One of our happiness makers will reach out within 48 hours during our normal business hours (Monday through Friday from 9 AM EST to 5 PM EST) to finalize the ordering process. 

    Who puts together the baskets? Is there any equipment used? +


    Our team of Disney-obsessed, Universal-loving Floridians carefully design, handle and deliver each of the baskets. 


    Courtney dreams up all of the basket magic, Aya manages all customer communications, and Mycah makes and delivers the baskets. No “special” equipment is needed!

    Can I customize the baskets on your website? +


    Baskets can be "customized" by picking and choosing from the listed add-ons.  Add-ons are provided based on the basket and what it can accommodate. 


    However, if you want something more custom, you can build your own basket by visiting our custom basket page. 

    If I want something custom that’s not listed on the website, how does that process work? 


    We’d love to create something custom just for you. If you want something other than what is offered on our site you would need to order a custom basket


    Custom baskets are subject to additional fees due to the extra time and resources required to source and design each basket. 


    Additional Custom Basket Information:

    • Custom baskets are priced at the lowest possible rate for all customers; there is no additional Travel Agent discount for custom baskets.
    • All custom baskets start with a non-refundable $15 custom basket fee.  This fee covers the time invested in coming up with the idea, gathering all the specifically selected items, wrapping supplies, administrative costs, as well as the time it takes to build it all into a basket.
    • Any specialty items, limited edition items, or customized items will be subject to a non-refundable $20 special acquisition fee.
    • All custom baskets are subject to taxes and payment processing fees.
    • Please review the custom basket page for ordering timelines, rush fees, and cancellation information pertaining to custom baskets.

    For more information and to order a custom basket, click here. 



    How do you handle food allergies? +


    We take allergies very seriously and have strategically chosen our snacks so that as many people can enjoy them as possible. More than half of the food items we carry are gluten-free, none contain actual nuts (please note that it is possible they could have been manufactured in a location that is not nut-free), and ALL of them have their nutritional information printed on the package.

     

    However, if you want to ensure that the snacks included in your recipient's basket are entirely allergen-free, a custom basket is the best way to ensure this.  

     

    If you would like to build a custom basket, please fill out our custom basket form HERE and include the specific brands and names of snacks that can be safely consumed by the person you're shopping for.  

     

    Can I add things to a basket that’s listed on your site? +


    Each basket page on the website has a list of available add-ons that can be added as you are building it. These add-ons are determined by size, weight, and whether they’ll affect the standard wrapping needed for that basket. 


    If an add-on is added to a basket that was not on the basket’s listing page, it may be removed, refunded, or the basket may be subject to a custom basket fee.


    If you are a travel agent or regular customer and there is something you'd like to add on a consistent basis to your baskets that is not listed as a choice, please feel free to let us know. We will consider making it a regular add-on if it is something we can add without customizing the wrapping!


    At this time, water is only available as an add-on for our Snack Tote to Go since the standard wrapping can accommodate it for this basket. We know that extra water is a popular request, and we hear you!  We are currently sourcing baskets that can accommodate this request and will update our site as soon as possible once this option is available.


    To add items to a basket that are not shown on the basket’s listing page, your order would now be considered a custom basket and is subject to custom basket fees. If you would like to add items to your basket, please contact us about placing a custom order.



    Can I include gift cards in my basket? +


    Unfortunately, we don't include gift cards in baskets as we don’t handle the gift baskets throughout the entire journey and therefore can’t be responsible for them every step of the way.


    If you want to purchase a digital gift card and email it to us, we can print it out and include it.  (Please note: you would be responsible for the balance at all times). 


    In order to do this, we would need to know which basket you are looking to include it in and any other add-ons you want in your basket so that we can create a custom link for you to place your order. Please reach out to us via our custom basket page to start that process.