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Common Q&A regarding shipping and delivery
Q: Is Same Day Delivery Available?
A: Same day Delivery is available in Vancouver and Lower mainland if your order is received by 2.30 pm PST.(Office Deliveries must be received before 12 noon PST)
For Canada and the USA , your order must be received by 1 pm in the recipient's time zone for same day delivery (Monday - Saturday). When orders are received after 1:00 pm, we will try our best to get your order prepared, but if we cannot, we will call you asap. (Normally within 30 minutes of your order). We are unable to guarantee delivery at a specific time, but we are normally able to deliver within a time frame of a few hours. The normal delivery times are 9 am-5 pm daily.
International Floral Deliveries
Same day delivery is not available, next business day delivery is available to most areas for orders received by 12 noon PST. We guarantee delivery dates for orders received two business days in advance.
Q: What About Delivery Time Requests?
A: We will do everything possible to accommodate a delivery time you have requested, such as a morning or afternoon delivery. However, we CANNOT GUARANTEE an exact time of delivery. We are unable to guarantee delivery at a specific time, but we are normally able to deliver within a time frame of a few hours. The florist has the full business day to deliver (9AM to 6PM).
You may use the "Special Instructions" box located on the order form to request a particular time of day for your delivery. We will do our best to honor your request, however, as we do not know the schedules of each of our delivering florists we cannot guarantee the time of delivery.If it is very special delivery we suggest you choose " Special Delivery " as your shipping , this will ensure delivery as close as possible to your delivery time ( within 2 hours)
Q: May I Inquire About A Delivery Status?
A: Yes, howerver the best way to determine if a delivery has met with your satisfaction is contact the recipient directly on the first business day after the scheduled delivery was to occur.
If that is not possible, please e-mail us quoting your order number and recipient name on the next business day after scheduled delivery. We will launch an investigation into the delivery status of your order, and will reply to your inquiry usually within 48 hours. You may also contact us by phone on the first business day after scheduled delivery.
Q: Is Sunday Delivery Available?
A: In Vancouver and the lower mainland we guarantee Sunday delivery if your order is received 24 hours in advance. Sunday deliveries are available in most cities in Canada and the US if ordered by noon in the recipient time zone. If we are unable to make your Sunday delivery we will call you as soon as possible. (Normal call times are about 1 hour on Sundays)
Q: What About Holiday Delivery
A: During the main floral holidays, Thanksgiving, Christmas, Valentine's Day, Easter, Secretary's Day and Mother's Day, we offer our customers same day delivery on orders placed as late as 2:00 PM in the recipients time zone on a regular non-holiday day, The high volume of orders we handle during holiday weeks prevents us from guaranteeing same day delivery. We post on the site, when we cannot guarantee delivery during a holiday and guarantee delivery for the day proceeding the holiday. Choose a delivery date 2-3 days before the holiday to ensure your orders are delivered on time for these important days.
Q: What if the recipient is not at home?
A: If the recipient is not at their home and delivery is attempted, the florist may choose:
-Call the recipient ahead of time to make sure that they are going to be there or to schedule an appropriate time.
- Leave a note on the door of the recipient's home asking them to call the florist and schedule an appropriate delivery time.
- Leave the arrangement in a covered area of the home (porch or other entrance).
- Leave the arrangement with a neighbor and place a message on the recipient's door referring them to the neighbor who accepted for them.
- If you do not wish for the delivering florist to use any of these procedures, please make sure that you indicate this in the "Special Instructions " box on your order form.
Q: What if I Need A Funeral Delivery?
A: Funeral orders are our very highest priority. If you have ordered too late to make the funeral service we will call to let you know quickly so that you can make other arrangements or have something sent to the home of the family.
Q: Do you Substitute flowers?
A: Substitution may be required to guarantee your gift is delivered on time.
- If our florist is out of a particular decorative element, i.e. a specific basket, vase, plush, etc., the florist may substitute a similar element of equal or greater value.
- Next criteria is flowers. They must be fresh and beautiful!
- Our partner florists professionally recreate our designs based on their creative interpretation. The "look and feel" of our arrangements featured will remain the same, with our partner florists paying careful attention to overall shape, size, style, and color combinations.
- Our partner florists use only the freshest flowers and make substitutions based on seasonal and regional availability.
- In single-variety arrangements, variety will take preference over color. If a florist is out of “yellow tulips,” they will substitute another color of tulips, not another yellow flower.
Q: Can You Deliver To A High School?
A: High Schools do not always accept deliveries for students. We will take your order for High Schools but can not guarantee the outcome . Some Schools allow deliveries some do not. Orders for Teachers and administrative staff are no problem. If you are uncertain ,please call the school in advance to check their student delivery policy.
Q: Can You Deliver To P.O. Addresses or the Military?
A: We are unable to deliver flowers to a P.O. Box or an A.P.O. address. Most P.O addresses do have a local address which is available by telephone. Please include a telephone number with these orders. Orders going to APO and FPO addresses are sent to the appropriate military mail location and delivered by the military mail service. As a result, guaranteed delivery dates and confirmations are not available for these orders
Q: Do You Deliver To Hospitals?
A: For hospital deliveries, please make sure to include the name of the recipient, hospital and room number or ward . If you don't know the room number, don't worry we always check. Your arrangement will be delivered to the floor nurse's station, as most hospitals do not allow florists into individual rooms.
Q: Can I Place An Order In Advance
A: Yes, you may order an arrangement as far in advance as you would like however our website can only accept orders 30 days in advance. Please call if you need other arrangements.
Q: Can I Change or Cancel My Order
A: Yes, if for any reason you wish to change or cancel your order, please notify us as soon as possible. We are happy to accommodate requests for changes or cancellations as long as we receive them before the order has been sent out on delivery or prepared for shipment. Twenty-four hour advance notice is necessary to assure a cancellation.We are unable to cancel or change any orders already delivered or presently en route to delivery.
- We are also unable to accept cancellations or change requests via e-mail.
- If you find it necessary to cancel or change delivery dates or addresses for any other orders, simply call our Customer Service Department 1-800-606-1338
Q: How will I know if you received my order?
A: All orders are confirmed via e-mail. If there are any problems, you will be contacted via e-mail or by telephone. Please be sure to leave a telephone number on your order where you can be reached.
Q: What About Weather?
A: We are not responsible for delays in delivery of florist-delivered or shipped products caused by severe weather conditions or other acts of God and cannot reimburse delivery fees on such orders.
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