What are the client and recipient responsibilities for shipping?

Clients and recipients are responsible for providing accurate and complete shipping information.

To help prevent shipping delays, address corrections, returned packages, or customs issues, make sure all recipient details are complete and correctly formatted before submitting them to Gemnote.

Shipping information requirements

Please make sure:

• Recipient names and addresses are accurate.
• Apartment, suite, floor, or unit numbers are included when applicable.
• Phone number and email address are included for international and non-US addresses.
• State and country are entered as 2-letter codes when required.
• Required tax IDs, importer IDs, or customs documentation are provided when needed.
• Item sizes and recipient selections match the available options.

Recipient template requirements

When using Gemnote’s recipient template:

• Do not exceed the maximum number of characters allowed for each cell
• Do not use special characters, such as periods, commas, number signs, or symbols
• Do not use wrapped text anywhere in the file
• Use abbreviated sizes when needed, such as XL, 2XL, or 3XL
• Save and submit the file in the required format

Returns, address corrections, customs delays, or reshipments caused by invalid, incomplete, or incorrectly formatted information may incur additional fees. These fees may be billed to the client as incurred.

If you have questions about shipping information or the recipient template, just ask here and tell us what you're trying to submit or correct.

Need to talk to a person? Just type "chat with a human." Live support is available Monday–Friday, 8am–4pm Pacific. Outside those hours, send your details here anyway — we'll pick it up as soon as we're back online.