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Frequently Asked Questions:
We strive to provide the best customer service available. It is our belief that as a real flower shop we understand
and appreciate the concerns of internet shoppers regarding the security and proper fulfillment of their orders.
We have established this return/refund policy to provide our customer with a complete understanding of how
replacement orders or refunds are processed:
Emails
are only responded to within a 48 hr to 72 hr time frame and received during our hours of operation.
Cancellations are only accepted by phone and must be confirmed with cancellation verified number from operator Thanks
Brief Overview of Policies
I hereby certify and agree to be bound by the following terms for this product order:
1. I have verified that my order is to a deliverable location
2. I have submitted the proper physical street address for delivery and not left out correct postal code, apartment number, suite, street, or business name as determined by USPS. This address is not an APO or P.O. Box.
3. In case the recipient is not available at the address given, I agree that UPS or FedEx or regular hand delivery can leave the floral arrangement at the doorstep or with a neighbour.
4. I authorize afloristintoronto.com to charge my credit card applicable charge for correcting any delivery option error as well as any address correction charge as determined by our regular drivers & or courier delivery up to $14.99 without notice.
5. I agree to pay afloristintoronto.com for any cancellation on my part or deletion they make due to my error up to $14.99.
5 b. If there are more than 1 product for Delivery there is a
Delivery Charge of 14.99.
As the Drivers charge us for 2 items.
6. I agree that delivery delay due to weather conditions, incorrect address or act of terror is not cause for refund or replacement under any circumstances.
7. My order will be delivered between 1pm and 7pm.
8. If cancelling, I will do so at least 24hrs in advance of delivery or be charged in full.
8 ( b ) - Return Policy : All Products Flowers and Gift Baskets must be retured within 48hrs from date of Delivery.
There is a 20% Restocking Fee charged as well as all Delivery charges incurred - Thanks.
8 ( c ) Our Store only gives credit notes with no Time Limit - Just mention Special Code 25 - Thanks.
8 b For any missing Add On Items such as Mylar Balloons, Chocolates, Teddy Bears etc..that have left our stores and may have been seperated at flower depot and not accounted for, we reserve the Right to give a Store Credit that can be used at any time in the future, with Special Code 25 on any of our products with no time limit - Please call for details THANKS
Our most frequently asked question is: Am I paying in Canadian funds or U.S currency?
Answer: It works like this:
(a) Canada sending to anywhere in Canada = Canadian currency
(b) Canada sending to anywhere in U.S.A. = U.S. Currency* ( *Minimum order is $39.99 US funds + delivery)
(c) U.S.sending to anywhere in U.S. = U.S. currency
(d) U.S. sending to Canada = You have the choice to use Canadian or U.S. funds. Please call us and let us know what currency you would like to choose. Please note that if you are sending in Canadian funds, GST & PST must be charged as mandated by the government.
(e) International Orders = The country's currency
exchange rate for that day applies in all scenarios
Q: How will I know if the flowers have been delivered?
A: Unlike the tracking services that we have come to expect with national and international courier services, the worldwide and North American floral industry has not yet adopted an international order tracking system that is "instantaneous".
There is a 99 cent charge for all small enclosure cards with each order
The best way to confirm successful delivery of your gift is often to contact the recipient directly. If you suspect a case of non-delivery, you may also e-mail us on the next business day after scheduled delivery was to have occurred. We have an outstanding track record of delivering flowers on-time throughout Canada and across the world.
1) If any customer claims an order was not delivered we ask that we are given at least 24-48 hours to contact
the filling florist to determine what occurred. In many cases delivery was attempted but either the recipient was
not home and/or no neighbors were available to accept the order. We reserve the right to attempt a redelivery
if this occurred. If a florist created an arrangement and attempted a delivery then that florist should be given the
opportunity to complete the delivery.
Remember it is the responsibility of the sender to make sure the recipient or someone else is at the address given and not of the florist on the requested delivery date.
2) If it is determined that the filling florist did not make the delivery attempt, it is our policy to provide you with a
refund.
3) If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement then
the recipient should contact the florist who made the delivery. In almost every case the filling florist will gladly
replace the arrangement. To request a replacement either the filling florist or afloristintoronto.com must be
contacted within 48 hours of the delivery. Bear in mind that flowers are perishable. Proper care is required. It is
the responsibility of the recipient to follow any care instructions provided by the filling florist.
No refunds or replacements
will be made for any order should the recipient or sender not notify the filling florist within 2 days of the original delivery date.
It is the responsibility of the sender to review all of the information provided on this page relating to refunds and/or
replacements.
2 Day Return Policy:
On average, the flowers should last between 2 and 7 days. Should your flowers perish within two (2) days of the delivery date, will be happy to replace with new flowers. Just bring them back to us.
To assist us in quality control, it is our policy that you must bring back the original flowers to us so we may see what happened with the flowers.
Regretfully, we cannot arrange a re-delivery of fresh flowers to you if the original flowers are disposed of, thereby making them unavailable for our florists to assess the cause of the problem.
4) If an order is filled and it is determined that inapropriate substitution has occurred such as a fruit basket when flowers were requested, we reserve the
right to have the filling florist replace the arrangement.
5) We will give a 1% discount on the next purchase if the filling florist fails to provide a resolution to any problems that occur during the
preparation and/or delivery of the item within 72 hrs of the requested delivery date.
6) We reserve the right to reject any order provided to us that we deem questionable or possibly fraudulent. When an order
is received by we review the entire order and periodically compare the information provided to us with the bank of the person
placing the order. If we determine that fraudulent information is provided we will send an email to the sender to inform them
of the situation to determine if the information was provided in error.
If an add on item is not delivered we will give you a store credit only
7) Should any customer place an order through us and then need to cancel the order, the cancellation must be made prior to the
delivery of the order. If the cancellation is received after the order is delivered or attempted delivery, then no refund can be issued. Cancellations cannot be accepted if a customer places an order but provides information that prevents direct delivery such as in the case of a bad work or home address or failing to tell us that the order is going to a business. The customer can obtain new information so the order can then be properly delivered using correct information. This is to protect the florist who fills the order and then attempts to make a delivery.
8) If you placed an order, we will attempt to fill the order as closely as possible however if the container, flowers or other items that comprise the order are unavailable then the order will be substituted with content equal to the original value of the order.
9) We are not responsible for any order where the recipient refuses to accept the item. We will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
10a) We are not liable for customer errors that result in the over-ordering of a product. During the checkout process the customer is provided with a total of the order PRIOR to the order being submitted. The customer is given the option to remove items or reduce the quantity ordered. afloristintoronto.com makes every effort to review orders where multiple quantities of a same item are ordered but we do not guarantee, nor are we liable, for any order sent out exactly as the customer ordered. If a customer orders more than one of any single item but meant to send a lesser quantity and the ordered amount is sent to the recipient, no refund can be offered since what was ordered is what will be delivered.
10b) All refunds are credited back at the end of each month.
11) When a customer allows substitutions this means that the sender is allowing the filling florist to use those flowers they have available to work with in trying to keep the arrangement as similar as possible. This may mean that the recipient does not necessarily receive an arrangement identical to what is pictured though every effort is made to do so. If no florist has the arrangement than the order will be filled to the value spent using a different container that may not be similar to the one pictured.
12) Regarding international orders, once an order has been transmitted to the overseas office it cannot be canceled for any reason. If a sender provides incomplete or inaccurate information the sender is responsible for updating the information so the overseas florist can complete delivery of the order.
13) Regarding orders going to a funeral home or church service, halls & cemetary providers:
It is the responsibility of the sender to contact the appropriate venue to provide us the florist with the correct viewing times and or service times. If the times are not provided to us we will assume service times to be 2-4, 7-9, 5-9 or 6-9. We will try to send for first viewing (2-4) as we cannot guarantee time with our free delivery promotion. However your order will be there guaranteed for the 2nd viewing at 7-9pm.
14) There will be a $19.99 service charge for all cancelled orders & 29.99 for all processed cancelled orders.
15) All orders that are sent to Canadian addresses or destinations will be charged the applicable Canadian taxes (GST - 7% & PST - 8%),unless the sender wants to pay with a US denominated credit card and wants the total value in US funds to recieve the added value in the currency difference to be added to the product.
16) Orders that are going to a business we mark as a priority to our driver. However we cannot guarantee times for businesses or be responsible for the recipient leaving early. Normal business order delivery times are from 1:30pm to 6pm.
17) We are not responsible for duplicate orders. WHEN YOU HIT THE SUBMIT BUTTON AT CHECKOUT YOU WILL RECEIVE AN AUTOMATIC E-MAIL RESPONSE FOR EACH ORDER SENT. It is the responsibility of the sender to contact us otherwise we will assume you want to send all orders submitted.
18) Free delivery only applies to orders placed online. Phone orders are applicable to a $9.99 service charge.
19) Please choose only 1 discount per order. The greater discount will apply and be adjusted accordingly on the invoice.
20) Prices on afloristintoronto.com reflect those of the delivery areas serviced by afloristintoronto.com and are not subject to our free delivery promotion. For a complete list, please see our Delivery section. In the case that an order is placed outside of afloristintoronto.com's delivery area, the sender will be notified. afloristintoronto.com has an extensive network of co-operating florists and in most cases, deliveries are made in conjunction with a local florist.
21) The products available on afloristintoronto.com may not be available in all areas. Please call us for further details.
We are located at 2601 Matheson Blvd - Unit 11, Mississauga. L4W 5A8
Thank you.
Sincerely,
James
General Manager
www.afloristintoronto.com
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