Customer Service

Our Guarantee 

We value every order because we understand how important it is to you. Since flowers are perishable and arrangements are handcrafted, we strive to ensure quality, accuracy, and beauty in everything we do. Many factors influence how long flowers last or how a designer interprets your request.

Delivery:

We do our best to accommodate delivery requests, but specific times can't always be guaranteed, especially during peak seasons. For specific times, use the "Special Delivery Instructions" field at checkout. For major holidays, order several days in advance.

Taxes are based on the prevailing rates in our store location.

Deliveries to Hospitals:

We have experience delivering to hospitals. Please include the hospital name, phone number, recipient's name, and room/ward number when placing your order. We follow hospital procedures, as most don't allow florist deliveries to individual rooms. Note that some ICU patients cannot receive flowers. Please confirm with the hospital beforehand.

Recipient Not Home:

• Depending on the location, if the recipient is unavailable, the delivery person may leave the gift in a safe place (with a neighbour) for retrieval upon their return, or leave a message for them to call to arrange delivery.
• At times we may contact the recipient to ensure they'll be home to accept the delivery.

We strongly advise against requesting doorstep, porch, yard, or any location where the recipient cannot accept the arrangement themselves. We cannot be held responsible for missing or damaged products due to this request.

Substitution Policy:

Fresh Flowers: We prioritize the timely delivery of fresh, beautiful flowers. Due to seasonality and regional availability, substitutions of equal or greater value may be necessary. We'll maintain the arrangement's "look and feel" by considering shape, size, style, and colour combinations.

• In single-variety arrangements, variety takes precedence over colour (e.g., yellow daisies might be substituted with a different daisy colour, not another yellow flower). White/cream/peach/pink roses may be substituted for each other. Purple/pink orchids may be substituted for white orchids and vice versa.
• For green and flowering plants, similar plants of equal or greater value may be substituted. For unique plants like orchids, we'll try to match the type but may substitute a different colour. Plant containers will be as close a match as possible.
• Gift basket substitutions may be made with items of greater or equal value to guarantee freshness and timely delivery.
• Special Occasions: To ensure timely delivery for special occasions (funerals, birthdays, anniversaries), we may substitute an equal or greater value flower if what you requested is unavailable and we cannot contact you.

Data Privacy:

When you order from our website, customer data like name, address, email, phone number, and credit card information is securely saved within the order for processing. If you create an account, the system saves this information to expedite future purchases. Checking out as a guest won't save this data beyond what's necessary for processing your order.

PCI Compliance:

We use Secure Sockets Layer (SSL) technology to encrypt your order information for additional protection against unauthorized decoding. However, despite security measures like password protection, encryption, and firewalls, no internet data transmission can be guaranteed 100% secure. While we strive to protect your personal information, we cannot guarantee the security of any information you transmit to or from our site, and you do so at your own risk. Once we receive your information, we take commercially reasonable precautions to protect its security on our systems.

Cancellations & Replacements:

For the best service, you can cancel your order anytime before delivery. If your gift is already en route or delivered, we cannot cancel.  In order to cancel, email us at margaret@floridaflowers.ca or call (416) 292-1008.

Returns/Refunds:

As the purchaser, you agree that:

• All sales are final.
• All issues must be reported within 24 hours of delivery by calling (416) 292-1008 or emailing margaret@floridaflowers.ca.

We will gladly replace any damaged item affected during delivery. Since flowers are perishable, we don't offer refunds, but an in-store credit may be available if the issue cannot be resolved.

Returns are accepted on a "quality" basis only - "not liking" the arrangement is not grounds for a return.

As flowers are perishable, you must water them for them to last. It's the recipient's responsibility to recut and water the arrangement.

If ordering for someone else, ensure you choose something they would like - style preference is not a reason for returns.

Since flowers aren't always in season or in stock, we reserve the right to substitute