Refunds, Returns & Delivery Issues Policy
Overview
This policy outlines how delivery issues, damages, and order-related situations are handled, including where refunds, replacements, or credits are not available.
Damaged or Missing Items
If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or the recipient within the applicable timeframe:
- Perishable items: within 24 hours of delivery
- Non-perishable items: within 5 days of delivery
Clear photos of the damaged item(s) and the original packaging are required for assessment. Once received, customer service will review the claim and respond within 24–48 hours.
Where appropriate, a replacement or store credit may be offered. Refunds are not typically issued for items damaged during transit.
Refund Eligibility
Refunds are not available in the following situations:
- Perishable items shipped using slower or non-recommended delivery methods
- Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and ensure successful delivery
- Customized or personalized items
- Change of mind after an order has been placed
- Personal taste or preference where the product meets the described specifications
- Substitutions made in accordance with our substitution policy
- Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, or refusal
- Orders marked as delivered where proof of delivery has been obtained and responsibility has transferred to the recipient
- Delays or delivery issues caused by circumstances beyond our control
Returns
Orders are prepared specifically for each customer and many items cannot be reused or resold. As a result:
- Refused deliveries are treated as undeliverable orders and are not eligible for refunds
- Perishable items cannot be returned
Re-Delivery and Re-Shipping
If an order cannot be delivered due to customer or recipient circumstances, re-delivery may be offered at the purchaser’s expense.
- Re-delivery fees depend on the product type and destination
- Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
Cancellations and Order Changes
Orders begin processing shortly after payment is submitted.
- Once an order has shipped, address changes or cancellations are no longer possible
- Customers should contact us promptly after placing an order and before shipment if an address change or correction is required
- During peak periods or holidays, additional notice may be required and changes cannot be guaranteed
Substitutions
Because some items are seasonal or subject to availability, substitutions may be made when necessary. In all cases, our florists ensure the overall design, size, color palette, and value are maintained, using their professional judgment to deliver a balanced and thoughtfully prepared arrangement.
Due to high order volumes, customers may not always be contacted in advance regarding substitutions.
Alcohol and Regulated Products
Products containing alcohol or other regulated items are subject to applicable state, federal, and local laws.
- Age verification may be required at delivery
- Alcohol cannot be left unattended where restrictions apply
- Delivery may be refused if legal requirements cannot be met
Events Beyond Our Control
Delivery schedules and outcomes may be affected by circumstances beyond our control, including weather conditions, carrier disruptions, labor issues, public emergencies, or transportation network limitations.
Customer Responsibility
Customers are responsible for providing complete and accurate delivery information at all times.
Questions or Support
For assistance with an order, please contact customer service. Additional delivery-related questions may be addressed in our FAQ page.