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FAQs

GENERAL

  • What forms of payment do you accept?

    Visa, MasterCard and American Express.

  • Is it safe to use my credit card online?

    Yes. We never send your personal information over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode you will notice a key or lock icon at the bottom of your browser window. Flowers Canada does not rent or sell information we receive from web orders or e-mail registrations to third parties. For more information please refer to our Privacy Policy.

  • What happens after I place an order?

    After placing an order online you will be directed to a confirmation page that will provide you with the invoice number pertaining to your order. This invoice number will also be sent to you via e-mail to the address you provided. Keep this number for your records and reference it in the event that you have any questions or concerns regarding your order. If you do not see a confirmation page after placing your order it means your order placement was unsuccessful and your credit card was not charged.

  • Can I include a message with my order for the recipient?

    Yes, and it’s free! When placing an order you will be given the option to include a card message with your gift and will be asked for the message during the checkout process. If you do not wish to include a card message simply select the "No Message Required" option. Messages can contain up to 255 characters to ensure they fit neatly on our complimentary message cards.

    We respect the privacy of our customers and will only ever disclose the contents of a card message to the recipient or customer, never to anybody else. If you leave the card blank and your intended recipient contacts us to inquire about the sender, you can be assured that we will not disclose your personal details without your permission. As per our privacy policy, we will contact you first before we release any information about you to the recipient, including your name.

  • Can I make changes to an order after I place it?

    We typically require a 24 hour notice to amend the details of an order. During peak seasons, however, we may require a notice of at least two business days. Please also note that we are unable to make changes to an order once it has been dispatched from one of our shops or a partnered florist.

    To make changes to your order, please email the necessary amendments and your order number to us via email support ticket or call our customer service department at 1-888-339-9666.

  • I changed my mind and would like to cancel my order, can I do that?

    Yes. If we are given enough notice we can cancel your order without penalties. However, if your order has been dispatched from a shop and is on route for delivery we will be unable to refund any applicable service or delivery fees.

  • How do I check the status of my order?

    For products shipped in a gift boxes and items delivered by Flowers Canada, you will be provided with a tracking link once the item is dispatched (you must create an account to use this function). For orders filled by our partner florists we cannot provide live updates as the status of every order changes from florist to florist. Our partner florists provide us with delivery confirmations each day at the end of the day; marking the order "delivered" is a manual task and not automatically updated. If you would like to check the status of an order being delivered by one of our partner florists you can call our customer service department at 1-888-339-9666 and we will contact them to ask for a status update on your behalf. We do not send e-mail delivery confirmations.

  • What should I expect at peak holiday times?

    We typically experience an increased volume of orders during major holiday periods such as Thanksgiving, Christmas, Valentine's Day, and Mother's Day. While we normally guarantee delivery on the date of your choosing during regular seasons, we cannot guarantee delivery at a specific time during peak holiday times due to the influx of orders we receive. During these times we may ask you to select an alternate delivery date in the event we cannot meet your originally requested date. We ask that you keep this in mind when placing a holiday order and ensure that you read the important delivery information posted throughout our website.

  • I am the recipient of an arrangement and am not sure who the sender is, can you tell me?

    We will be happy to contact the customer and ask if we can provide you their information. We cannot release any personal details without permission from the customer first. For more information, please also see our detailed Privacy Policy.

  • Help, my arrangement was delivered without a message card!

    Sorry! Sometimes message cards fall off in transit. If a card message was provided by the sender but did not arrive with the arrangement we will be happy to read the message to you via telephone or e-mail it to you.

  • I want my delivery to be a surprise, can I do that?

    In order to provide you with the highest quality of service we reserve the right to call recipients prior to delivery. If it is important to keep your delivery a surprise please let us know as soon as possible by calling our customer service department at 1-888-339-9666.

  • Where are your stores located?

    For a complete list of all our retail stores across Canada please visit our Contact Us page.

  • Why did my flowers arrive in bud form?

    In some cases, flowers and plants may arrive in prior-to-peak condition. This is because we like for recipients to enjoy their bouquet longer. For example, lilies may arrive in bud form and will open to full beauty within two to three days. Immediately adding lukewarm water and flower food will help speed up the blooming process.

  • I was not pleased with my service or have a suggestion, who can I contact?

    We very much appreciate and welcome customer feedback. Please direct all questions, comments or concerns to wecare@flowerscanada.com.



SUBSTITUTIONS

  • Will the arrangement I purchase be true to the picture on the website?

    Minor substitutions may be made to your arrangement for various reasons. Specific flowers may be out of season, our product shipments may be delayed or weather conditions may affect what is in stock . The following substitution rules may apply to your order:

    Flowers: In arrangements of assorted flowers, colours are subject to availability and colour substitutions may apply. The colors shown online will be used if they are available even if this means substituting other kinds of flowers of greater value.

    Specialty flower arrangements: Such as an all rose or all lily bouquet, we will make every attempt to match the flower type but colour is subject to availability.

    Plants: For green and blooming plants, similar plants may be substituted of equal or greater value.

    Specialty plants: Such as orchids, we will make every attempt to match the plant type but colour is subject to availability.

  • Will I be informed of substitutions?

    Our open substitution policy allows us to approve minor substitutions without notifying the customer. If the substitutions in question will drastically change the look an an arrangement then we will typically notify you unless we are not informed by the filling florist.

  • What if I am not happy with the substitutions made?

    We want our all customers to have a positive experience with us and will work with you to ensure satisfaction. If you are not satisfied with the substitutions applied to your order we encourage you to get in touch with us within 24 hours of delivery and provide images so we can better asses discrepancies and determine course of action.



DISCOUNTS

  • Do you accept promotion and discount coupons?

    Yes. To use a promotion or discount coupon simply enter it into the “APPLY COUPON” box upon checkout and your discount will apply. Please note that promotion coupons are case sensitive so be sure to enter your code exactly how you see it.

  • Can more than one discount be applied to my order?

    No, discounts cannot be combined. If you have two discount codes you can only apply one to your order. Please note that store credits count as discount codes so you cannot use a store credit and discount code for the same order.

  • I’ve placed an order and forgot to apply my discount code, what can I do?

    If your order has already been delivered, we unfortunately cannot apply a discount to your order. We can, however, ensure remains active for a future order. If your order has not been delivered, you will have to cancel your order and place a new one with your desired coupon code.

  • Can coupons/ store credits/ discounts be applied to orders made in Flowers Canada retail stores?

    No. All discounts, coupons and store credits can only be applied to online purchases.



RETURNS

  • I am not satisfied with my order and would like a refund, what is your return policy?

    Due to the perishable nature of our products we require a 24 notice from delivery date for quality complaints. If you are unsatisfied with the quality of your order we ask that you send us pictures so we can better determine course of action. If we receive your complaint and pictures within 24 hours of delivery you may be eligible for a full refund. If you are unable to send us pictures or file a complaint after 24 hours of delivery, you may be eligible for store credit for the full value of your purchase OR we can send a replacement bouquet. All complaints are addressed on a case by case basis so how your complaint is resolved depends on the time we receive it and the nature of your concerns.