CELEBRATEANDGIFT.COM
Vendor Quality & Fulfilment Standards
These standards apply to products prepared by approved CelebrateAndGift (C&G) vendors.
1. Product Quality
Products must:
- be clean, fresh and professionally presented;
- reasonably match the approved product description and specification;
- be suitable for delivery to the customer; and
- be free from obvious damage or defects.
2. Flower Standards
Flowers must:
- be fresh and visually presentable at handoff;
- be free from unacceptable wilting, damage or deterioration;
- reasonably match the approved bouquet size, style and composition;
- be properly arranged and packaged for transportation; and
- receive appropriate hydration/protection where required.
Seasonal or significant flower substitutions require C&G approval unless previously authorized.
3. Gift Basket Standards
Gift baskets must:
- contain the approved items, sizes and quantities;
- use clean and appropriate containers;
- be professionally arranged;
- be securely wrapped/packaged for delivery; and
- not contain damaged, opened, spoiled or expired products.
Food, allergen, labelling and other applicable requirements must be followed.
4. Order Accuracy
The Vendor must check:
- product ordered;
- size/variation;
- quantity;
- approved personalization;
- greeting/message where applicable; and
- special preparation instructions.
The Vendor should verify the order before handing it to the driver.
5. Preparation Time
The Vendor must provide realistic preparation times.
Accepted orders should be ready by the agreed pickup time.
Potential delays must be communicated to C&G as early as reasonably possible.
6. Availability
Vendors should promptly inform C&G when an advertised product becomes unavailable.
Products should not repeatedly be accepted and subsequently cancelled because of inventory problems.
7. Substitutions
Do not make material substitutions without authorization.
Where substitution is necessary, notify C&G and propose a product of reasonably comparable quality and value.
8. Packaging & Delivery Handoff
Orders must be:
- properly packaged;
- sufficiently secure for transportation;
- clearly identifiable;
- complete at pickup; and
- accompanied by relevant handling instructions where necessary.
9. Customer Information
Customer and recipient information received through C&G must only be used for the applicable C&G order and must be appropriately protected.
Do not independently market to C&G customers using information obtained through C&G orders.
10. Problems and Remakes
Immediately notify C&G of:
- missing products;
- preparation errors;
- quality problems;
- damaged products;
- inability to complete an accepted order; or
- significant delays.
Vendor-caused errors may require an appropriate replacement, remake or credit.
11. Peak-Season Capacity
Vendors must communicate realistic availability and capacity for major periods such as:
- Valentine’s Day
- Mother’s Day
- Diwali
- Christmas
- other major C&G campaigns
Do not accept more C&G orders than can reasonably be prepared to the agreed standard.
12. Performance Standard
C&G will primarily evaluate Vendor performance using:
Quality + Accuracy + Reliability + Availability + Communication + Preparation Time
Repeated serious problems may result in product removal, temporary suspension or termination of the Vendor relationship.