Product substitution and Refund policy
We may use substitute products to ensure your arrangement, or specialty gift, is delivered on time.
We pay the greatest attention to your order to make sure it matches the desired product as closely as possible.
Once your phone or online order is confirmed, there is no possibility of cancellation.
Cancellation will only be possible if you contact us within 15 minutes of placing your order by phone only. After this delay, a service charge of $ 16.95 will be debited.
Covid-19 - Supplying our inventory
Due to the situation related to Covid-19, our supply chain is unfortunately affected. Some varieties of flowers and plants are currently unavailable.
In the event that a product is unavailable during the preparation of your order, alternative varieties of similar products will be used to make the necessary substitution.
It is also important to note that certain delivery locations may not be open 7 days a week due to reduced hours of operation. If the chosen delivery date is not within working days, the delivery will automatically be changed to the next available date.
For all orders placed online requiring same day delivery between 9 a.m. and 12 p.m., it is important to place your request before the deadline begins to ensure that we can deliver on time.
A time slot of 3-4 hours will be issued for all orders placed after the deadline has started. The service charge can not be changed or refunded.
- For matching flower arrangements, the colors and type of flowers listed on the site will be used wherever possible, although this requires the use of alternative flowers or colors of similar or greater value.
- For single variety flower arrangements (e.g. roses and lilies), we will do our best to provide you with the desired flower variety, but it may be necessary to use another color due to a slower supply situation.
- If the flower container shown on the site is not available, a similar container will be used.
- For green and flowering plants, it may be necessary to use replacement plants of equal or greater value.
- For unique plants, such as orchids, we will do our best to use the desired type of plants, but we may use a different color.
- If the plant container listed on the site is not available, a similar container will be used.
- Specialty Giveaways may be replaced by another Specialty Giveaway of a similar theme and / or category and of equal or greater value.
As professional florists and members of FTD, we guarantee your satisfaction with any order sent through FTD for delivery in the United States and Canada for all FTD branded products.
It is always a pleasure to give your orders personal attention. We view each order as a commitment to total customer satisfaction. Whether you order flowers yourself or receive them as a gift, please contact us if you are not completely satisfied.
Same-day delivery is guaranteed anywhere in Canada and the United States if the order is placed before 2 p.m. in the recipient's time zone (excluding holidays). All other orders will be delivered the next day.
Next day delivery is guaranteed for all other countries on Monday through Friday (except holidays) if the order is placed before 2 p.m. (certain conditions apply).
Recipient absent, wrong address or out of zone deliveries
In the event that the recipient is not present during the delivery, our driver will use his good judgment depending on the weather conditions, if he can leave the flowers in a safe place. You can also tell us if we should leave it to a neighbor or in a designated area at the same address.
On delivery, in the case of an unresponsive recipient, closed business, product refusal or if the wrong address was provided by the customer, an additional charge of $ 16.95 will be automatically billed to your credit card for each attempted return and reshipment.
For all orders placed online or by phone, the customer is responsible for choosing the delivery time that corresponds to the presence of the recipient. Please check your shipping information carefully when ordering.
We are not responsible for delivery delays caused by bad weather conditions (storms, hurricanes, earthquakes, etc.) and no refund will be given for this reason.
For all deliveries further afield, additional costs may, in addition to the standard delivery costs, be applied. You will always be notified by email or telephone before the charges are debited to you.
For all orders delivered outside of Canada
The prices indicated on our website are in Canadian dollars and are valid for all orders delivered in Canada only.
For any order shipped to the United States, a currency conversion $ 1.40 will automatically be applied to the item amount (before service fee and taxes).
For all international orders delivered outside of Canada and the United States, a currency conversion of $ 1.60 will automatically be applied each item and the service fee, including delivery, will be $ 24.95. A delay of 48h may be applied. Foreign business hours are monday through friday. If a substitution is made, the model will be crafted similar in the same colors.