Delivery & Claims Policy

Order Acceptance and Delivery Schedule

All delivery orders are subject to our acceptance.
Same-day delivery cutoff is 11:00 AM (Toronto time). Orders received after this time will be scheduled for the next available delivery day.
We are closed on Sundays and National Holidays; deliveries are not available on those days.
Orders placed through Shopify may technically be submitted for Sundays or holidays, but they will be fulfilled on the next available business day.

Delivery Time Windows

Residential Addresses: deliveries occur between 12 PM and 7 PM.
Business Addresses: deliveries occur between 12 PM and 5 PM.
We do not guarantee specific delivery times unless a timed delivery upgrade has been pre-arranged and paid.

Weather & Unforeseen Circumstances

Delivery may be delayed or rescheduled due to extreme weather, such as snowstorms or unsafe road conditions.
We are not responsible for delivery failures caused by acts of God, road closures, or third-party courier issues.

Special Delivery Locations

Hotels: Deliveries are made to the concierge or reception desk. Please ensure the hotel staff is notified.
Condos/Apartments: If the recipient is not home and concierge access is denied or unavailable, the order will be considered delivered if left at a safe location or with reception (photo proof will be taken).
Funeral Homes: Please ensure the funeral home name, room, visitation times, and deceased person’s full name are correctly provided. We are not responsible for missed services due to incomplete or late information.
Hospitals: Due to restrictions, some areas or units (ICU, emergency, etc.) may not accept flower deliveries. We recommend verifying with the hospital beforehand.

Missed Delivery / Recipient Unavailable

If the recipient is not available and there is no safe location to leave the item, we may attempt:
1. Leaving it with a neighbor
2. Leaving at concierge (if applicable)
3. Returning the item to our shop (re-delivery fee applies)
Re-delivery fees will be charged depending on distance and timing.

Claim Period & Record Retention

All delivery records (photo proof, driver logs, timestamps) are retained for 7 days.
Claims for missing or defective deliveries must be made within 24 hours of delivery.
Claims submitted after 7 days may not be investigated, as data may be deleted during system cleanup.

Substitution Policy

Due to seasonal or regional availability, flower substitutions may occur while maintaining overall style and value.
Substitution of vases, ribbons, or other accessories may also apply.
If you do not wish to allow substitutions, you must indicate clearly at checkout.
We are not responsible for dissatisfaction arising from authorized substitutions.

Photo Proof of Delivery

Photo confirmation is taken at delivery when possible (excluding privacy-restricted locations such as hospitals or funeral homes).
Photo is considered proof of delivery and part of the delivery record.

Refunds, Cancellations & Order Modifications

Order Cancellation

Same-day delivery orders cannot be canceled once placed.
For future-dated orders, cancellations must be requested at least 48 hours in advance for a refund with 3.5% cancellation fee or 100% store credit.
Cancellations made within 48 hours of the scheduled delivery may be subject to a 25% cancellation fee, or be non-refundable if preparation has started.

Refunds & Store Credit

Refunds are not available for:
- Change of mind
- Delays due to weather or uncontrollable events
- Delivery refusal by recipient.

Quality Concerns / Wrong Items

If your order arrives with damage, incorrect items, or serious quality issues, please notify us within 24 hours with photo evidence.
If the product is defective, a replacement or store credit may be provided.
We do not offer refunds for flowers that were left out too long, not watered, or not properly cared for after delivery.

Contact

For urgent delivery issues or to submit a claim, please contact us at:

Email: support@torontoflowergallery.com
Phone: (416) 367-0476
Business Hours: (Mon–Fri) 9:00 AM–6:30 PM / (Sat) 10a.m. - 5 P.M. /(Closed Sundays and Holidays)

This policy is governed by the Consumer Protection Act of Ontario, and does not affect any rights guaranteed by law. Our policy ensures fair and reasonable expectations for both customer and vendor in good faith.