Substitutions
Why substitutions happen
Magic Box purchases products after customers order.
Farm harvests, supplier inventory and availability sometimes change between checkout and procurement.
You choose your preference
Your Magic Box account allows you to choose how unavailable products should be handled.
Available choices may include:
Ask me first
We contact you before making the substitution.
Replace with something similar
We select the closest appropriate alternative that satisfies your saved restrictions.
Remove it and refund me
The unavailable item is removed and its applicable value is refunded.
Remove it and credit my account
The unavailable item is removed and its applicable value is credited when you have chosen credit.
If you selected Ask me first
We cannot hold an entire delivery route indefinitely waiting for a response.
If Magic Box cannot reach you before the applicable packing or procurement deadline, we will not make an unapproved substitution.
Unless another valid fallback preference exists in the system, we will remove the item and refund the applicable amount.
Allergy and preference protection
A proposed substitute must pass the same available Magic Box preference checks as the original item.
Magic Box will not intentionally substitute an item that:
- conflicts with an allergy recorded in your account
- is on your never-send list
- violates a preference that you designated as required
The Allergy Notice still applies because software screening cannot guarantee an absence of allergens or cross-contact.
Price differences
Magic Box will not charge you more than the price of the unavailable item for a substitute without your express approval.
If an approved substitute has a lower applicable price, Magic Box will adjust or refund the difference as appropriate.
Transparency
We will not intentionally substitute an item without following the preference you selected.
Changes will be reflected in the order record where the system supports that information.