Our 100% satisfaction guarantee only applies to the products and aspects of our service that we (or our fulfillment partners) have direct control over.
The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital).
A summary of our resolution policy is shown below:
In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order.
In the event of late-delivery on the selected delivery date, we will either refund you the delivery charge paid for your order and offer compensation via a credit on your account.
In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original product in order to receive the refund.
If we are unable to fulfill your order, we will refund you in full.
If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.
Please note that all compensation will be in the form of a full or partial-refund against the original payment or in the form of a credit on your account for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.
Substitutions may be necessary to ensure your arrangement or specialty gift is delivered in a timely manner. The utmost care and attention is given to your order to ensure that it is as similar as possible to the requested item.
In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another color.
If the floral container shown online is not available, a similar container will be used.
For green and blooming plants, similar plants may be substituted of equal or greater value.
For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color.
If the plant container shown online is not available, a similar container will be used.
Specialty gifts may be substituted with another specialty gift of equal or greater value and of similar theme and category.
We offer you the ability to let us know about your response to substitutions. Please let us know in the Special Instructions what you prefer:
Substitute similar flowers and/or container if necessary.
Do not substitute vase, similar flowers okay.
Do not substitute vase or flowers.
Please note that if you prefer not to allow our designers the ability to substitute the flowers or the vase, there may be a delay in sending out your order. You must provide a phone number where we can contact you to discuss substitution options.