CLEVELAND! Only with Cleveland in a Box can you create a custom and personal box full of recognized, established, and local favorites. An ever changing and growing selection gives you a wide variety to create a box of Cleveland fit for anyone and everyone!
Help Center
Frequently Asked Questions
CUSTOMIZING MY BOX
WILL I BE ABLE TO ADD A NOTE TO MY BOX?
Yes! You will be able to provide a message to your box’s recipient once a box of Cleveland has been added to your cart.
We also include information regarding each box that explains what we’re all about. When available, we also include a current Cleveland Visitor’s Guide courtesy of Destination Cleveland.
DO THE ITEMS EVER CHANGE?
Yes! We add new items that become available
to add to your box all the time. We consistently keep the crowd favorites available for
selection. Sign up for our email list to
be the first to know when new items are added online and in-store.
WHAT DOES ‘PREMIUM ITEM’ MEAN?
We receive requests for different Cleveland items that
sometimes require a little extra handling. We get it though, there’s just
some Cleveland you can’t (and shouldn’t) do without. In order for us to be able
to provide these requested items as an option for your box, they require an additional
cost for extra shipping and handling services.
DO YOU SHIP ICE PACKS DURING THE SUMMER?
During summer months (May-September), some items, such as
chocolates, candy, etc. may melt during shipping. Please note: we do not ship
ice packs. If you select it, we will send it. We do not replace these
items in the event they melt during shipment.
Items like popcorn, peanuts, etc. may go stale if not opened
soon after a box is received. We do not replace items that have gone stale
because they weren't enjoyed within two (2) weeks of receiving a box of Cleveland.
We monitor and track the shelf life of all of the items we
offer. For optimal satisfaction of your Cleveland treats, we recommend enjoying
them ASAP upon delivery.
WHAT SIZE IS THE BOX?
We use multiple different sizes of boxes to ensure each box
and everything in it looks fantastic upon arrival.
DO YOU SELL JUST THE BOX?
We’re flattered you like our boxes so much—we designed them
ourselves! Unfortunately, we cannot sell the box separately.
CAN I ADD PERSONAL ITEMS TO THE BOX?
Depends. We’re happy to include personal greeting cards, pictures, and other items of that nature. In order to add these personal items they must be sent to our headquarters location or brought in with you when you visit us.
Larger items that may affect shipping (i.e. the box size or weight) cannot be added.
EXCEPTION: We will send any personal items in boxes shipping to military personnel at APO/FPO military addresses. In order to add these personal items they must be sent to our store location or brought in with you when you visit us.
DO YOU GIFT WRAP?
Yes! Once a box has been added to your cart, you will see an
option to have your box gift wrapped. We have specialty Cleveland-themed gift
wrap available year round. Gift wrapped boxes are shipped inside of an outer
box or are shrink-wrapped in durable plastic to ensure the box arrives with the
gift wrap intact.
DO YOU INCLUDE A RECEIPT OR PACKING SLIP?
Almost every box we send is a gift, so we never include receipts or packing slips in any boxes. Almost all of our items do not have price tags on them in the first place or we work with our vendors to ensure the packaging does not include it.
ITEM SUBSTITUTION POLICY
Because our suppliers are local and small businesses themselves, items may occasionally go out of stock. We reserve the right to substitute an unavailable item for a different one of equal or greater value.
CAN I SCHEDULE MY BOX FOR DELIVERY ON A SPECIFIC DAY?
Yes! You will have the option to specify a future date for delivery once a box is added to your cart.
We cannot make any guarantees that your box will arrive on the exact date you request but, we will do our best to ensure it arrives as close to the date provided as possible.
We cannot provide refunds for boxes that do not arrive on the exact date requested.
Boxes shipping internationally or via military APO/FPO cannot be scheduled, but will be shipped as soon as possible from the time your order was placed.
Please be aware of the scheduled date you request. There is no delivery on Sundays or federal holidays.
At any time, the option to schedule boxes may become unavailable.
SHIPPING & DELIVERY
CAN I SCHEDULE MY BOX FOR DELIVERY ON A SPECIFIC DAY?
Yes! You will have the option to specify a future date for delivery
once a box is added to your cart.
We cannot make any guarantees that your box will arrive on
the exact date you request but, we will do our best to ensure it arrives as
close to the date provided as possible.
We cannot provide refunds for boxes that do not arrive on
the exact date requested.
Boxes shipping internationally or via military APO/FPO
cannot be scheduled, but will be shipped as soon as possible from the time your
order was placed.
Please be aware of the scheduled date you request. There is
no delivery on Sundays or federal holidays.
At any time, the option to schedule boxes may become
unavailable.
HOW DO YOU SHIP THE BOXES?
We ship all our boxes via the United States Postal Service, Fedex or UPS.
Shipping labels are applied directly to the box, except for
boxes that are gift wrapped. Gift wrapped boxes are shipped inside of an outer
box or are shrink-wrapped to ensure the box arrives with the
gift wrap intact.
WHERE DO YOU SHIP?
Everywhere! We’ve sent boxes all over the world. It's crazy how far some Clevelanders have wandered from The Land!
WHAT ARE THE SHIPPING OPTIONS?
Standard shipping (USPS Priority Mail/UPS Ground/FEDEX Ground) is always FREE when
boxes ship within the USA and to APO/FPO military addresses!
Need your box even quicker? For an additional cost, you can select express shipping during checkout. We will do
everything we can to ship your box ASAP however, in the event of an unforeseen
delay caused by USPS/FEDEX/UPS we cannot offer a refund for shipping costs and/or the
cost of your box.
For an additional shipping fee, send boxes worldwide with our international shipping
options!
We ship to military personnel at APO/FPO military addresses
for free! You will be able to enter the APO/FPO military address during
checkout and receive the USPS Priority Mail option without charge.
You will receive a confirmation email once your box has
shipped, which should occur within 24-72 business hours from the time you place
an order (unless you have scheduled your box for a later delivery).
Every shipping confirmation e-mail will contain a tracking
number. Please refer to this number for updates as to your box's whereabouts.
Should you need help locating your tracking number please contact us for
assistance.
HOW DOES INTERNATIONAL SHIPPING WORK?
We love sending Cleveland worldwide! All boxes shipping internationally will have an international shipping charge that is calculated and applied during checkout.
We ship all international boxes as soon as possible from their time of order.
Not all international orders come with a tracking number. Please contact us if you have further concerns regarding your box’s whereabouts and we will do everything we can to provide updates.
HOW DO I ENTER A MILITARY ADDRESS DURING CHECKOUT?
We offer USPS Priority Mail service to APO/FPO U.S. military
addresses. Due to military handling
times, we cannot estimate shipping times to APO/FPO addresses.
The proper format to enter a military address is:
City - APO (Army Post Office)/FPO (Fleet Post Office)/DPO
(Diplomatic Post Office)
State - AA (Armed Forces Americas)/AE (Armed Forces
Europe)/AP (Armed Forces Pacific)
Zip Code
A typical military address might be entered online as follows:
HOW LONG WILL IT TAKE FOR MY BOX TO ARRIVE?
Boxes can take up to 24-72 hours to process, depending on
the availability of the items chosen and level of customization required. Your
box may take 1-3 days to via our FREE standard shipping option depending on
where it’s going.
If you selected our expedited shipping option or
international shipping, the box will ship depending on which option you opted
for. Processing time remains the same (24-72 hours).
WILL YOU TELL ME WHEN MY BOX HAS SHIPPED?
Yes! You will receive a confirmation email once your box has
shipped. Your email will contain your tracking information. Always check
your spam folder if you are not receiving email updates from us!
If you do not receive a shipping confirmation email or
tracking number please contact us.
WHERE IS MY TRACKING NUMBER?
Your tracking number will be available once your box ships
and can be found in your shipping confirmation email. If for any reason you do
not receive a shipping confirmation email or tracking number please contact us.
WHERE IS MY BOX OF CLEVELAND?
If you did not receive a shipping confirmation email or
tracking number please contact us.
A few things to consider:
Your tracking information may not update in real time as
your box travels to its recipient. In fact, sometimes USPS/UPS do not update the
tracking information at all as they move it to other shipping hubs. This is quite
common. Contact us if your box isn’t received within eight (8) days of receiving your
shipping notification.
If your box was marked as delivered but was not received, it
is possible that USPS/UPS marked your box as delivered prematurely. Have your
recipient take a good look in and around their front door/lobby/yard/etc. —it’s
been the case previously that the box was just hidden.
If it is still not received by the end of the day the box
was marked as delivered by USPS, please contact us and we will do everything we
can do locate it. Unfortunately, if the box cannot be located it may be cause
of theft or loss within the mail system. We recommend filing a carrier claim
and will do so on our end as well.
MY TRACKING INFORMATION SAYS MY BOX IS "UNDELIVERABLE." WHAT NOW?
Boxes that are “undeliverable” may encounter issues
attributable to any number of things. Unfortunately, there is only so much we
can do once the box is in the care of the shipping carrier (USPS/UPS).
If your box was shipped and a wrong/insufficient/incorrect
address was provided at the time of order and your box cannot be delivered for
any reason, the box will be returned to us as “undeliverable”. Should this
happen there are two options: (1) we are happy to re-ship a returned box to a
good address with a fee of $10 or (2) we can issue a refund for the cost of the
box minus the original postage cost and any fees incurred by USPS/UPS.
The following instances below include but are not limited to
“undeliverable” addresses:
*The box was unclaimed by the recipient at a PO Box or address,
*The addressee no longer resides at that address and the carrier doesn't have current forwarding information,
*The recipient didn't match the one currently at the address.
AN ITEM INSIDE MY BOX ARRIVED DAMAGED. NOW WHAT?
Oh no! Please let us know ASAP if any items are lost or damaged and we will replace them immediately.
During summer months, some items, such as chocolates, candy, etc. may melt during shipping. Please note: we do not ship ice packs. If you select it, we will send it. We do not replace these items.
Items like popcorn, peanuts, etc. may go stale if not opened soon after a box is received. We do not replace items that have gone stale because they weren't enjoyed within two (2) weeks of receiving a box of Cleveland.
We monitor and track the shelf life of all of the items we offer. For optimal satisfaction of your Cleveland treats, we recommend enjoying them ASAP upon delivery.
IS THERE A PICK-UP OPTION FOR LOCAL CLEVELANDERS?
Yes! Once a box of Cleveland is added to your cart, you will be able to select whether you would prefer to have your box shipped or available for pick up.
You can choose to pickup your box at our Headquarters at 107 Karl St., Berea, Ohio 44017.
Headquarters office hours are 9am to 5pm Monday through Friday.
If not picked up from our store within eight (8) days, the box will be shipped to the billing address provided.
SHIPPING POLICY FINE PRINT
Please verify your shipping address before placing your
order.
It is the customer’s responsibility to make sure a complete
and correct shipping address is provided. We are not responsible if an item
ships to an incorrect address and is not returned to us or does not end up with
the correct recipient.
RETURNS
All sales are final.
If we make a mistake, we will correct the error as best as
we can, refund or exchange the item(s) or box at no additional cost.
REFUNDS
REFUNDS ARE UNAVAILABLE UNDER THE FOLLOWING INSTANCES:
- The box did not arrive on or before your requested delivery date. Requested delivery dates are NOT guaranteed.
- The box was delayed by a shipping carrier (i.e. Fedex/UPS/USPS)
- Your box contained an item that was substuted in place of another item that went out of stock. (See our Item Substitution Policy)
We are a small business that works with other small businesses. We are not able to complete refund requests as easily as major corporations. If something we did was incorrect, please contact us ASAP. For instances out of our control, refunds are NOT available.
TECHNICAL ISSUES
I'M HAVING TROUBLE SCROLLING THROUGH THE ITEMS WHEN I BUILD A BOX
Please click into the area where the products are which should make scrolling possible.
Usually, when your cursor is hovering over one of the items and you try to scroll down, a small bar will appear at the side (in between the "BOX CONTENTS" and the items themselves) that will aid in seeing our whole list of available items. If you use your browser's bar at the side of the page it will only scroll the webpage and not the list of items.
We also recommend trying an alternative browser. Firefox and Chrome browsers are recommended.
MY ORDER WON’T GO THROUGH!
If you are experiencing trouble completing your order, try these tips:
Double check your card details. If you’re using a saved payment method, we recommend manually entering the card information;
If you are receiving an error message related to the billing address, try processing the order with a previous billing address. You can always choose a different shipping address;
It may be related to the internet browser you’re using. If you’re using Internet Explorer, our site isn’t entirely compatible for security reasons. We suggest downloading Google Chrome or Firefox for optimal use of our website.
I CAN’T VIEW THE WEBSITE!
If you’re having trouble viewing our site, try these quick fixes:
Go to your browser settings, clear your cache and quit your browser completely. Open a new browser to our website, and you should be good to go.
If you’re using Internet Explorer, you may need to update your browser to the most recent version.
If you’re using Google Chrome, try using an Incognito window.
ALTERNATE METHOD TO BUILD YOUR CLEVELAND IN A BOX
BULK & CUSTOM ORDERS
IS THERE A DISCOUNT IF ORDERING MULTIPLE BOXES?
If your order qualifies as a bulk order (orders of 10 boxes
or more) you are eligible to receive a quote for pricing based on the items
selected to be featured within the box and the level of customization requested.
In most cases, discounted pricing is available.
WHAT QUALIFIES AS A BULK CUSTOM ORDER?
Any order of 10 or more boxes qualifies as a bulk order of
boxes.
WHAT OCCASIONS ARE BEST FOR BULK CUSTOM ORDERS?
Any occasion! We’ve helped with custom boxes for weddings,
hotel welcome gifts, employee appreciation, and more. If you ask us, there’s no
occasion Cleveland isn’t perfect for!
CAN I ORDER A SINGLE CUSTOM BOX WITH MY LOGO?
A minimum order of 20 boxes is required to create custom branded boxes with a logo and/or exclusive design.
HOW CAN I SEE PRICING INFORMATION FOR BULK ORDERS?
We do not have set prices for bulk orders. Due to the unique nature of customizing the boxes, every order is different and requires different pricing.
To request a free quote for pricing of your bulk order of Cleveland boxes please click here.CAN I ADD MY LOGO/ARTWORK TO MY BOX?
Orders of 20 boxes or more are eligible to have their
featured items of Cleveland boxes in a custom branded box.
Please note the types of files we can accept for custom
branded boxes:
For best results, we prefer vector image files: * AI .ai *
EPS .eps * Vector PDF .pdf * PSD .psd
Alternatively, we also accept high resolution raster files:
* JPEG .jpg .jpeg * PDF .pdf * PNG .png * GIF .gif
Boxes are never sent into production without confirmed
approval by you, the customer. You will receive proof images of your boxes
design and will be able to make changes to the design prior to the beginning of
the printing process.
HOW MUCH LEAD TIME IS REQUIRED FOR BULK CUSTOM BOXES?
Lead time is dependent upon the items chosen to be featured
in the boxes as well as how much customization is required for the order.
Custom branded boxes require at least 1-2 weeks lead-time
for production after approval of the box design.
Lead-time can be as short as a few days to a week for boxes
using a traditional ‘Cleveland in a Box’ box that include items we have in
stock and/or on hand.
Item availability and local vendor requirements can affect
estimated lead-times. Please contact us with requests and/or questions
regarding how much time is necessary for your boxes.
Everything is local and native to Cleveland. We are at the
mercy and time constraints of the local small businesses we work with.
Therefore, requested items may become unavailable at any time. You will be
contacted to discuss next steps should this occur.
DO YOU DELIVER? CAN I PICK UP MY ORDER?
Delivery is available to venues and addresses within Northeastern Ohio for an additional 5% of the order total. Additional charges will occur for items shipping outside of NEO.
Pick up your boxes FREE at our store in Berea, Ohio!
CAN YOU SHIP MY BOXES TO ADDRESSES I PROVIDE?
Yes! A list of addresses will be required at the time the
order is placed. Shipping charges will be included in the quotes pricing we
provide. Additional charges will occur for international addresses.
CAN I SEE A SAMPLE?
Visit us to build a sample box. You’ll be able to see custom branded boxes we’ve done in the past and see what your finished box could look like.
CAN I ADD MY COMPANY’S PROMOTIONAL MERCHANDISE, NOTES, ETC. TO MY BOXES?
Yes! Please let us know what items you will be adding when you
complete a request for quote as these items can affect the size of the boxes we
will use for your order.
WHAT ITEMS ARE AVAILABLE TO CHOOSE FROM FOR BULK CUSTOM ORDERS?
There are additional items available for bulk orders that
are not available as an option for our individual retail boxes. The full listing of items available can be found when completing our request for quote form.
HOW DOES PAYMENT WORK FOR BULK CUSTOM ORDERS?
We accept all major credit cards, check or cash. If you
would like to be invoiced for your order, please let us know ASAP to see if
your order qualifies for invoicing. Otherwise, all orders must be paid in full
at the time of order confirmation.
EVERYTHING ELSE
WHERE ARE YOU LOCATED?
We’re located at 107 Karl St., Berea, Ohio 44017. We are in a warehouse in an Industrial Park. You are welcome to visit us during regular hours!
WHAT ARE YOUR HOURS OF OPERATION?
We are open 9am-5pm Monday through Friday & Closed on Saturdays & Sundays. We are also closed for major holidays.
Hours of operations are subject to change based on the time of year, special events, etc. Changes to our hours of operations will be noted on this site when they occur.
ARE YOU HIRING?
We do bring on extra help during busier times and around the
end of the year. At this time, there are no openings available.
I HAVE A CLEVELAND PRODUCT! HOW DO I GET IT IN CLEVELAND IN A BOX?
Please email us at info@clevelandinabox.com with information regarding your company and product! We are always excited to look at new options for our boxes!