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.

Card Message Policy

1. Accurate Customer-Provided Text

Customers are responsible for providing the exact card message they want to include with their order, including their own name or any specific wording.
We will print and attach the message exactly as submitted.
We do not edit spelling, grammar, or add omitted information on behalf of the customer.

2. Lost or Missing Card Messages

During delivery, unforeseen circumstances outside of our control may cause the card message to become lost or separated from the arrangement.
If this occurs, customers or recipients may contact us using the information found on the delivery label.
We may provide a complimentary e-card as a replacement; however, no refund, additional compensation, or further request will be granted solely due to a missing physical card.

Delivery Information Responsibility

To ensure successful delivery, customers must provide complete and accurate delivery details, including:

Recipient’s full name
Full delivery address and postal code
Unit number (if applicable)
Valid recipient phone number
Buzz code or building access instructions
Any relevant delivery instructions

We are not responsible for delays or failed deliveries caused by incorrect, incomplete, or missing information.
Additional redelivery fees may apply in such situations.

Surprise Delivery Limitations

We understand that some customers prefer surprise deliveries.
However, condos, apartments, secure buildings, and gated properties may require recipient awareness or permission to allow access.

If access is denied by building security, management, or related restrictions:

We cannot guarantee the success of a surprise delivery
No refunds or compensation will be provided for failed surprises

All surprise requests must still adhere to building access rules and safety requirements.

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 or concierge.
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.

Delivery Completion & Photo Proof

Delivery is considered completed when:

The recipient personally receives the item, or
The item is left at a safe and secure location (e.g., concierge, front desk, or doorstep).

Our delivery partners are encouraged to take a photo as proof of delivery whenever possible; however, photo capture is not mandatory and may be skipped depending on circumstances such as weather, access restrictions, or urgent delivery schedules.
Once delivery is completed, we are not responsible for any loss, theft, or damage occurring afterward.

Missed Delivery / Recipient Unavailable

If the recipient is not available and there is no safe location to leave the item, we may attempt:

Leaving it with a neighbor
Leaving it at concierge (if applicable)
Returning the item to our shop (re-delivery fee applies)

Re-delivery fees will be charged depending on distance and timing.

Peak Season Exceptions

During high-volume seasons (e.g., Valentine’s Day, Mother’s Day, Christmas, etc.),
specific delivery times may not be guaranteed, and cancellation, modification, or refund policies may differ.
We recommend contacting us at least two to three weeks in advance for seasonal orders, as our phone lines and email responses may experience delays due to high demand.

Claim Period & Record Retention

All delivery records 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 this clearly at checkout.
We are not responsible for dissatisfaction arising from authorized substitutions.

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 a 3.5% cancellation fee or 100% store credit (except for large or bulk orders requiring pre-deposits or special preparations).
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.

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.

Special Orders / Events / Bulk Orders

Weddings, corporate events, and bulk or custom arrangements may have separate agreements.
These may include special deposit requirements, modified cancellation terms, or non-refundable conditions.
All such terms will be confirmed in writing before order processing.

Privacy & Data Protection

Customer information (name, address, phone, etc.) is used solely for order processing and delivery purposes and is protected under the Personal Information Protection and Electronic Documents Act (PIPEDA).
Data is securely deleted within 30 days after order completion unless required for legal or accounting reasons.

Use of Product Photos

With customer consent, photos of completed floral arrangements may be used for marketing or social media purposes.
No personal or identifying details of the sender or recipient will ever be disclosed.

Contact

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

Email: support@torontoflowergallery.com
Phone: (416) 367-0476
Business Hours: Mon–Fri 9:00 AM–6:30 PM / Sat 10:00 AM–5:00 PM / 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 customers and vendor in good faith.