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?
We deliver to all of the Disney, Universal and SeaWorld resorts in the Central Florida area. Anything outside our delivery zone will be shipped via USPS. We deliver to guest services either the day of arrival or the day before. The resorts will hold the gift for the recipient at no cost if they haven't checked it yet. We do not deliver weekends, so if they are arriving on a Saturday or Sunday, it can be delivered on Friday. It is at the discretion of each resort whether they will deliver it directly to the guest's room or send them a message asking them to pick it up from them. For Disney resorts, it's usually the front desk; Universal resorts, it's usually concierge or luggage services. As stated below, we recommend you contact them before they check out to make sure they received it from the resort. If they haven't, please contact us. We can tell you when it was delivered and who accepted it from the resort. Then you can follow up with their guest services,
Here are just a few tips and guidelines to keep in mind:
All orders need to be under your name with your contact information. You are our customer; your client is the recipient. Please add your phone number and email to each order. If there is a question about the order, we need to be able to ask you. You won’t get a delivery notification if your email is not on the order; if we run into a problem during delivery, we may need to call you.
Place your orders at least 2 days prior to requested delivery. If you need an order delivered earlier, please contact us. We’ll do our best to accommodate your request, if possible. We deliver weekdays and strive to get it to the resort the day of or day before the requested delivery date to ensure it’s onsite for your recipient’s arrival. If your recipient is arriving over the weekend, you may request a Friday or Monday delivery. If your order contains balloons, we recommend a Monday delivery, so they are fresh upon receipt.
Please be advised that we deliver gifts to guest services only. For Disney resorts, it’s usually the front desk; for Universal resorts, it’s generally concierge or luggage services. It is at the discretion of each resort as to whether they will deliver it to a guest’s room or ask the recipient to pick it up from them at their convenience. If you’d like to request an in-room delivery, please contact the resort directly after you’ve received our delivery notification.
Please include resort confirmation numbers. You can add it to the “Company” or “2nd address line” fields. Some of these resorts have 2,000 rooms. It’s not unusual for them to have multiple guests with the same or similar names. The confirmation number helps ensure your gift is delivered to the right person.
Please select Local Delivery if you are sending a gift to any address within our Central Florida delivery zone. This includes all Disney, Universal or SeaWorld resorts. Choosing any other shipping method may result in a delayed delivery or additional charges. If you have any questions, please feel free to contact us.
One recipient or one room per order. If you have a group traveling together and you want them all to receive their gifts individually, they must be in separate orders. Otherwise, you can choose one lead guest to receive everything and have them distribute items within their group.
Please list the lead guest as the recipient if the recipient is someone else traveling under their reservation (i.e., spouse, minor etc.). You can always clarify who the recipient is in the gift note. (i.e., Lead Guest/Recipient: Richard Smith, Gift Note Message: Happy 7th birthday, Susie)
Once you’ve received our delivery notification, please follow up with your client (before they check out) to make sure they got it. The resorts may or may not deliver your gift to their room; they will often ask the guest to pick it up from guest services. If there are any issues, we can tell you the name of the resort employee who received it. Any gifts left behind will not be refunded.
Please verify the shipping address for local delivery. Processors often default to identical billing and shipping addresses. The local delivery address needs to be the recipient’s Central Florida resort or address.
If you have any questions, please contact us at hello@mousetoyourhouse.com or call us at 833-321-4438.
Take care,
Your friends at Mouse To Your House
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.
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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.
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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.
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: 833-321-4438
What are your most popular baskets?
Our most popular snack boxes are:
- Classic Snack Box
- Premium Snack Box
- Princess Snack Box
- Deluxe Mickey Snack Box
Also available in a tote bundle, which includes a reusable Disney or Universal themed tote bag and 4-16.9oz bottled waters.
Our most popular gift boxes are:
- Princess Gift Box
- Harry Potter Gift Box
- Mickey and Friends Gift Box
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:
- 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.
- 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.)
- We can issue store credit to purchase something for this guest, a different guest, or yourself!
- 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 addresses within a 20-mile radius of our Kissimmee location, including Walt Disney World, Universal Orlando, and Sea World Resorts, in Orlando, Florida.
We deliver to guest services** weekdays, either the day of or day before the requested delivery date. For guests arriving on a Saturday or Sunday, you can select a Friday delivery. The resorts will hold your gift for their arrival.
It is at the discretion of each resort as to whether they will bring your gift to your recipient's room or ask them to pick it up from them. They will not put anything in a room prior to check-in.
We do recommend that you contact your recipient BEFORE they check out to make sure they received it. If they haven't, ask them to check with guest services. If the problem persists, let us know and we can tell you who received your gift on behalf of the resort. The resort can follow up that employee to locate your gift.
** For Disney resorts, it's generally the front desk; Universal resorts, it's generally luggage/bell services or concierge.
For a list of our delivery locations, click here.
Any location outside of our delivery area will be shipped. You’ll be prompted to select the shipping method at checkout when you place your order.
We also offer local pickup at our gift shop located at 2198 Four Winds Blvd, Kissimmee Florida 34746 for no additional charge..
Do you hand-deliver each basket?
Billing & Payments
How does pricing work?
Our prices are all listed on the website. Simply select the gifts according to your desires, and the price will be reflected on the page, including any additional gifts 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 time frame 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:
- 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.
- 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 gift boxes to clients visiting the Orlando area.
For more info and to sign up, visit our travel agent discount program page here.
Boxes
I need to place a large order for multiple baskets. How do I do that?
We cannot deliver to multiple rooms within one order. If you have several people traveling together in separate rooms, you have a couple of options. You may place all gifts in one order under the name of a lead guest. They would distribute the items within their party. If you want each guest or room to receive their gifts individually, you'll need to place separate orders for each room. There is no discount on delivery fees.
Who puts together the boxes? Is there any equipment used?
Our theme park -loving team thoughtfully designs, builds, and hand delivers each of our gifts to guest services at your favorite Disney, Universal or Sea World area hotel or resort.. And we are always open to suggestions! Please feel free to contact us with your ideas or custom order requests.
Can I customize the baskets on your website?
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 $20 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. 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 email us at hello@mousetoyourhouse.com
Can I add things to a basket that’s listed on your site?
We have modified our process and now you may purchase more than one listed item at a time and we will prepare all of them in a nicely wrapped package.
To add items to a basket that are not shown on the gift box's listing page, your order would now be considered a custom gift box and is subject to custom gift box fees. If you would like to add items to your gift box, please contact us about placing a custom order.
Can I include gift cards in my basket?
Unfortunately, we don't include gift cards in gift box 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 gift box you are looking to include it in and any other items 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 gift box page to start that process.