Frequently Asked Questions
- How can I contact you?
You can contact us by phone, fax, or email:
Call Center Hours: Monday-Friday 7:00am to 4:00pm Pacific Standard Time
Phone: Toll free 800.338.LUCK or 800.338.5825
Email: customerservice@luckyclovertrading.com
Address: 4950 East Second Street, Benicia, CA 94510
Our office is closed to the public. There will be no in-person pick-ups or returns accepted. Please contact us by phone or by email. Our email is customerservice@gardenwinds.com or you may call us at 707-800-4992. We apologize for any inconvenience and truly hope that you understand.
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- What type(s) of material are your baskets made of?
- Which Lucky Clover baskets are eco-friendly?
- How do I locate the model number of your basket?
- How do I measure a basket?
- How often do you clear out your items to make way for new ones?
- Do you carry ready made gift baskets?
- I would like to order items on clearance. Are there additional discounts or restrictions when ordering clearance items?
- What type(s) of material are your baskets made of?
Our baskets are made from a variety of materials including willow, rattan, bamboo, fern, sea grass, rope, wire, paper, tin, metal, nylon, and leatherette.
[Back To Top] - Which Lucky Clover baskets are eco-friendly?
A majority of our baskets are made from natural materials, including willow, bamboo, sea grass, and wood chip. These are natural materials that are farmed and harvested for the weaving of the baskets. Because all of our baskets are handwoven, the carbon footprint of our operations is minimal.
[Back To Top] - How do I locate the model number of your basket?
You can find the model number of a basket below the product price on each individual product page.
[Back To Top] - How do I measure a basket?
To measure a basket, begin at the top rim of the basket. Measure the inside length and width. Place the basket on a flat surface and measure the vertical height from where the basket touches the flat surface to the top rim of the basket. The overall height is the vertical height from the inside of the flat surface to the top of the extended handle (if there is one). Please note that all measurements of our baskets stated on our website are inside measurements and not outside measurements. As most of our baskets are handmade from natural materials, the baskets your receive may have a slight variance size. Please consider this before purchasing.
[Back To Top] - How often do you clear out your items to make way for new ones?
We generally update our clearance items twice a year, once after the holiday season and once after the summer. Please visit our clearance section periodically for new items.
[Back To Top] - Do you carry ready made gift baskets?
The Lucky Clover Trading Co. does not carry wholesale gift baskets that are ready packaged with products (i.e., food, gifts, etc.). Our expertise remains in designing, sourcing, and distributing the wholesale basket itself. By focusing on just the basket, our company is able to deliver superior quality, design, and pricing to our clients in the wholesale gift basket, floral, gift, hospitality, and home decor industries.
The Lucky Clover Trading Co. has many clients that distribute finished and ready packed wholesale gift baskets. Please call a customer service representative at toll free 800.338.5825 for more information.
[Back To Top] - I would like to order items on clearance. Are there additional discounts or restrictions when ordering clearance items?
Our clearance items are final sale, no additional discounts will be given as they are already discounted. Please note that items purchased in our Clearance section are non-returnable.
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- What is the minimum amount I have to spend to place an order?
- Can I order samples of baskets?
- Are any discounts offered?
- I've created an account, but forgot my password. How do I retrieve it?
- How do I check the status of an order?
- I'd like to pick up my basket order. How can I arrange that?
- How secure is your website?
- What are the browser requirements needed to view your website?
- How can I place an order for a sample basket?
- What is the minimum amount I have to spend to place an order?
There is no minimum dollar amount required to place a wholesale order. There is a $5.00 surcharge, however, on orders under $50. Shipping costs are not included.
[Back To Top] - Can I order samples of baskets?
Sample orders less than the $50.00 minimum are available at the wholesale price plus shipping costs and state sales tax (if applicable). A maximum of two (2) of each style of basket may be ordered. Please call our customer service representatives to place an order.
[Back To Top] - Are any discounts offered?
We offer discounts for volume purchased based on dollar amount. The discount is as follows: 5% for orders of $500.00 or more; 10% for orders of $1,000.00 or more; and 20% for orders of $2,000.00 or more.
[Back To Top] - I've created an account, but forgot my password. How do I retrieve it?
To retrieve your password, select "My Account" on the top of the page and click on "Password forgotten?". Enter the email address on record for your account and a temporary password will be sent to you. We advise that you change your password upon logging onto your account. You may also change your password by calling us at toll free 800.338.5825, and a customer service representative will be happy to assist you.
[Back To Top] - How do I check the status of an order?
You can check the status of an order by clicking on "Order Status" at the top of the screen or by logging on to "My Account". If you are unable to determine the status and/or locate your order number, call us at toll free 800.338.5825, and a customer service representative will be happy to provide you with your order information.
Orders are processed and shipped within 2 to 3 business days of receipt. Ground shipments are made by FedEx, USPS or common carrier. Tracking numbers are emailed via FedEx the day the merchandise ships from our facility. Transit times vary by location. Orders are delivered within seven (7) business days from the date of shipment.
[Back To Top] - I'd like to pick up my basket order. How can I arrange that?
In light of the current COVID-19 (coronavirus) epidemic, we will not be able to offer in-person service to customers. There will be no in-person pick-ups or returns accepted. Please contact us by phone or by email. We have carefully considered this policy, and believe that it serves the best interest of our customers and employees. We apologize for any inconvenience and truly hope that you understand.
[Back To Top] - How secure is your website?
We use industry-wide accepted technology that encrypts the personal information you provide to process your order. Beginning with the initial checkout page, a small "lock" icon appears on the bottom right of your browser. This icon signifies that the 258-bit (High) Secure Socket Layer (SSL technology) has been activated to encrypt and protect your information during transfer to our servers. Our servers are protected by firewalls to prevent unauthorized access of customer information. Furthermore, the security of our site is verified daily by MacAfee "Hacker Safe." This can be checked by simply clicking on the "Hacker Safe" icon on the bottom of the browser.
[Back To Top] - What are the browser requirements needed to view your website?
To take full advantage of our website, we suggest that you use a SSL compliant browser such as Samsung Internet, Opera, Microsoft Internet Explorer 15.0 or greater, Mozilla Firefox, Safari 15.6 , or Google Chrome 106.0.
[Back To Top] - How can I place an order for a sample basket?
If you require a sample basket before placing a larger order, simply give us a call with the model number of the basket. We will set up your order including the cost of the basket plus shipping charges and state sales tax (if applicable).
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- What types of payment do you accept?
- I placed an order. When does my credit card get charged?
- Do you charge sales tax?
- What is your Security Policy?
- Do you offer a credit line?
- What types of payment do you accept?
We accept payment via VISA, MasterCard, Discover, American Express, money order, and personal check. Our website accepts payment via credit card only. An exception is made in the case of special orders, which have a pre-paid deposit requirement. For payment using alternative methods, please call us toll free 800.338.5825. We apologize, but we do not accept PayPal payments at this time.
[Back To Top] - I placed an order. When does my credit card get charged?
Your credit card will be charged once your order is ready to be shipped.
[Back To Top] - Do you charge sales tax?
The Lucky Clover Trading Company will charge sales tax on orders being shipped to states that require sales tax collection. Sales tax can be exempt and removed from the order if you intend to resell the product or if you are a non profit organization.
In order for your purchase from The Lucky Clover Trading Co. to be sales tax exempt, you must provide us with your 501 (c)(3) tax-exempt entity letter or Resale Certificate Number ("RCN"). By providing us with your RCN and proceeding through our online checkout process, you hereby declare under penalty of perjury that: (1) You hold a valid Seller's Permit issued pursuant to the Sales and Use Tax Law for your state; (2) You are engaged in the business of selling products using baskets and home and garden items sold on our website; (3) The tangible personal property described herein which you shall purchase from The Lucky Clover Trading Co. will be resold by you in the form of tangible personal property: PROVIDED, however, that in the event any of such property is used for any purpose other than retention, demonstration, or display while holding it for sale in the regular course of business, it is understood that you are required by the Sales and Use Tax Law of your state to report and pay for the tax, measured by the purchase price of such property purchased. Description of property to be purchased: Baskets, Home and Garden Decor.
Please download and complete The Lucky Clover Trading Co. Resale Certificate. Email the completed form to us at customerservice@luckyclovertrading.com, or fax to 707.737.0399. The sales tax will be removed and refunded from order.
[Back To Top] - What is your Security Policy?
We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure any information we might collect online.
[Back To Top] - Do you offer a credit line?
We do offer credit lines.We have to conduct a credit investigation before we can set up terms for you.
Please email customerservice@luckyclovertrading.com for our credit application. The process takes two to four weeks depending on how fast your creditors respond to our inquiry.
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- Do you offer expedited shipping options?
- How are shipping costs calculated?
- Why does my order say a freight quote is needed?
- What are your shipping delivery times?
- Do you offer free shipping on any of your baskets or other items?
- What is your holiday shipping schedule?
- Instead of UPS, I’d like to use our own shipping account to ship the order. How do I submit this information?
- Do you ship outside the United States?
- How will my order be delivered?
- How come my gift packing supplies did not come at the same time as my baskets?
- Do you offer expedited shipping options?
We only offer ground shipping at this time. Ground shipping is 2-7 business days in the US. We do not process orders on Saturdays or Sundays.
[Back To Top] - How are shipping costs calculated?
FedEx bases their ground shipping and express shipping rates on dimensional weight and physical weight, whichever is greater. Baskets in general tend to be bulky when shipping, especially non-folding handle baskets. For example, a box of baskets that physically weighs ten (10) pounds may have a dimensional weight of 70 pounds. Therefore, a lightweight basket or box of baskets may have a high shipping charge.
[Back To Top] - Why does my order say a freight quote is needed?
FedEx bases their ground shipping and express shipping rates on dimensional weight and physical weight, whichever is greater. If FedEx deems the package is too large, your order may have to be shipped on a palette with a trucking company. Should your order have to be shipped with a trucking company, we will contact you within one to two business days with a shipping quote.
[Back To Top] - What are your shipping delivery times?
Basket orders with Ground shipping as the shipping method are processed and shipped within 2 to 3 business days after the order is placed. Depending on which area of the country we are shipping to, please allow up to 7 business days for delivery.
Note that some of our products such as fill and cellophane ship from multiple warehouses throughout the country. Please allow up to 7 business days to receive your entire order. If, after 7 business days, you have not received your entire order, please call us immediately at 800.338.5825 so that we may track your order.
Please note that baskets are shipped from our warehouse in California. Our other items, such as our gift packing supplies ship from other locations throughout the country.
[Back To Top] - Do you offer free shipping on any of your baskets or other items?
We offer free shipping for some items, such as our Bulk Buy Deals (this is not applicable for Alaska, Hawaii, and Canada). For a multiple item order where there is a combination of free shipping items and non-free shipping items, you will be charged shipping for the non-free shipping items.
[Back To Top] - What is your holiday shipping schedule?
For delivery by Christmas Day, basket orders must be placed no later than December 9th, 12:00pm PST. Non-basket orders (i.e. gift packing supplies, floral supplies, etc.), must be placed no later than December 2nd, 12:00pm PST. Express shipping options may not be available for all items, because our orders ship from various distribution points across the United States. For help with making sure that your order arrives on time, please contact a customer service representative to help you with expedited shipping quotes at toll free 800.338.5825, Monday to Friday, 6:00am to 5:00pm PST.
[Back To Top] - Instead of UPS, I’d like to use our own shipping account to ship the order. How do I submit this information?
Simply call us to request a Third Party Authorization Form that must be filled out with your shipping account information. Once this completed form is returned to us, we will send your order using the shipping information that you provided on the form.
[Back To Top] - Do you ship outside the United States?
We offer shipping to the US and Canada.
[Back To Top] - How will my order be delivered?
Depending on the size of the order, we ship using FedEx or a common carrier. FedEx will deliver the package via the shipping address provided, whether it is residential or a business address. If the order is too large for FedEx to ship, we use a common carrier that will deliver your shipment via your residential or business address indicated on the order.
[Back To Top] - How come my gift packing supplies did not come at the same time as my baskets?
Gift packing supplies, such as filler, bows, ribbon, cellophane, etc., are shipped from various warehouse locations and may arrive 3-4 business days after your baskets. Please call us to get an estimated delivery date of these items.
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- What is your return policy?
- What if a product received is damaged?
- Are there restocking fees on returned items?
- When should I expect a refund on returned items?
- Am I able to receive a price adjustment?
- What is your return policy?
We accept product returns within 14 business days of receipt. Returned products must be received in good, resaleable condition. The customer is responsible for the return freight and insurance against damage in transit during the return. As long as the items received are returned in good condition, we will issue a refund of the purchase price for the merchandise (and sales tax, if applicable), LESS the $5.00 wholesale surcharge (if applicable) and LESS all of the shipping and freight charges. Customers that paid by check or money order will receive a refund check in the mail.
We will not issue a refund if the returned items are damaged, used or altered in any manner.
Items cannot be returned after 14 business days from the receipt of the original order.
If you receive items that are damaged or are missing upon arrival within fourteen (14) business days, please contact us immediately at toll free 800.338.5825. We will either replace the damaged items OR offer a refund at our discretion. Please do not return the damaged items before you have had a chance to contact us first.
Items purchased in the CLEARANCE section are final sale and cannot be returned.
If the items received are a result of our error, please give us a call immediately at toll free 800.338.5825.
[Back To Top] - What if a product received is damaged?
If you receive items that are damaged upon arrival within fourteen (14) business days, please contact us immediately at toll free 800.338.5825. We will either replace the damaged items OR offer a refund at our discretion. Please do not return the damaged items before you have had a chance to contact us first.
For orders shipped via common carrier, please inspect the product upon delivery and note the damage on the driver's copy of the bill of lading. At our discretion, we may require a digital photo to be emailed to confirm damage to the product. If possible, please email the photos to customerservice@luckyclovertrading.com and indicate your order number prior to contacting us. Damaged products will either be refunded to your account LESS the $5.00 wholesale surcharge and LESS shipping costs OR a replacement product will be sent out to you at no additional charge, at our discretion.
[Back To Top] - Are there restocking fees on returned items?
Items that are sold with free shipping are subject to a 15% restocking fee if returned. Items sold with shipping costs will not be subject to a restocking fee if returned. Note that return shipping costs are the responsibility of the customer.
We will not issue a refund if the returned items are damaged, used or altered in any manner.
Items cannot be returned after 14 business days from the receipt of the original order.
[Back To Top] - When should I expect a refund on returned items?
We process refunds within five (5) business days of receipt of the product(s). We refund the amount of the purchase price for the merchandise amount (and sales tax, if applicable), LESS the $5.00 wholesale surcharge, and LESS all shipping and freight charges to the original form of payment.
Orders placed with a credit card will receive a refund to the credit card used to place the initial original order. Refunds cannot be returned to any other credit card. Customers that paid by check or money order will receive a refund check in the mail.
[Back To Top] - Am I able to receive a price adjustment?
If an item you have purchased is reduced in price within 3 calendar days of your order date, we will happily offer a one-time price adjustment. We will refund the price difference to your original form of payment. Please note clearance items are excluded and flash sales are not applicable for price adjustments. To receive a price adjustment, please email us at customerservice@luckyclovertrading.com or call us at 800-338-5825 within the 3 calendar day window.
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