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Return Policy

Our Flower Shop is different from traditional neighbourhood retail florists.

We operate a "direct to consumer" business model. We accept orders over the Internet or by telephone. Flowers are designed by our professionally trained floral designers at our own production facilities, located in major metropolitan areas across Canada. This is how we ensure order accuracy with our own florists making the designs. Due to the high volume of orders processed daily and with direct buying from the growers, our flowers are fresher. Our efficiency and low overhead allow us to sell them for less. The result is fresher flowers at a better price.

Phone orders are taken by people. Flowers are made by people. Deliveries are done by people. Unfortunately people sometimes make mistakes. We are honest about mistakes and we want to ensure our customers are satisfied.

Our Flower Shop wants your product to be delivered on time, in the best shape with no damages, always. However, if you are not satisfied there are policies in place to accommodate you.**Due to the perishable nature of our products, we only accept complaints regarding quality up to 7 days following the delivery date.

The following are guidelines to accommodate you:

Dissatified with the Quality of the Flowers: Our flowers come fresh from the growers and are always fresh and beautiful. If you received damaged flowers, please send a picture of the received arrangement to [email protected] Flower Shop.ca with the order number in the subject line. We will be happy to resend a new product at our expense.

Product Received is Not the Product Ordered: Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to fulfil your order as closely as possible to the product photos and descriptions. Ability to do that is our uniqueness in the floral industry and for that we are very proud. But in some cases we may not have some items in stock due to production volume variation. Careful substitutions of equal or greater value will be made. We will always maintain the value and concept of the chosen product. The fresh flowers used should be similar in style, color, and most importantly value.

Incorrect Address: We are not responsible for incorrect addresses. In the case where an incorrect delivery address is provided, we will charge additional delivery fee of $10 for re-delivery. Due to the perishable nature of flowers, failure to provide correct address information within 24 hours after our notification of the incorrect address will result in order cancellation or additional charge for the cost of flowers or fruits if you wish to proceed with delivery.

Note: Please verify the information you provide within an hour, as it allows us to better serve you.

Order information change: All the changes and updates to the order should be done within 1 hour of placing the order.

Please double check all the information in your order. $10 administration fee will apply for any changes and updates requested after this 1 hour period.

Late delivery: Orders late for morning delivery will be refunded the difference between morning delivery and regular delivery.

Orders placed after cut off time will be delivered the next available delivery day.

Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons.

Our production facilities are serving for same day delivery Greater Toronto, Ottawa, Greater Montreal, Calgary, Edmonton, Winnipeg, Halifax and Greater Vancouver.

We use an overnight courier and local florists to deliver your order to locations outside of these areas.

Cancellation: You may cancel your order. Cancellation fees will apply.

- $25 if cancelled 36 hours before delivery

- total cost of the flowers if cancelled 36 hours or less before delivery

Unfortunately, we are unable to cancel orders that are already prepared, or are with our courier for delivery.

Substitutions: Due our order volume fluctuation, we reserve the right to substitute with similar product of greater value. It is very unlikely since the vast majority of our orders are produced at our own production facility. For the year 2010, our substitution rate was 1.5%.

Following rules for substitution will apply:

* Flowers - In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.

* For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another color.

* Plants - For green and blooming plants, similar plants may be substituted of greater value.

* For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color.

* Gourmet Items and Gift Baskets - Specialty items may be substituted with another specialty gift of greater value and of similar theme and category
Delivery procedure:
Residential Addresses:

Please advise the recipient to be present at the time of delivery. Please provide us with instructions on how to act if no one is available to receive your gift. If no person is present to accept the flowers at the location specified, we will leave your gift by the door. No credit will be issued for stolen/non received goods.

Business Addresses:

If recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery next possible day. Please note that redelivery charge of $10 will apply.

Please note that due to the perishable nature of flowers and fruits, additional surcharge may be required to redeliver your order on a later day.

Request for Satisfaction:

We understand the importance of On-Time delivery, Fresh Flowers and the happiness that they will bring. We know that each product we deliver is a special message from you to someone.

We stand by our products. If the delivered product is damaged, then Our Flower Shop will replace those flowers at our expense. Or offer a store credit.

Our Flower Shop has a 98.7% customer satisfaction rate and we are continually working to improve this rate. We welcome and appreciate your feedback to help with this process.