Phone orders are taken by people. Flowers are made by people. Deliveries are done by people.

Unfortunately people sometimes make mistakes. This is why we are honest about mistakes and how we ensure all our customers are 100% satisfied.

1800Flowers.ca guarantees your satisfaction, however, if you are not satisfied there are policies in place to accommodate you.

**Due to the perishable nature of our products, we only accept complaints regarding quality and returns up to 7 days following the delivery date.

To receive 100% satisfaction in case:

Dissatisfied with the Quality of Flowers: As our flowers come fresh from growers, they are always fresh and beautiful. If flowers you received are not up to your standards, please send a picture of the received arrangement to This email address is being protected from spam bots, you need Javascript enabled to view it with the order number. We will resend a new product free of charge if the product sent was not of good quality.

Product Received is Not the Product Ordered: If you have received different flowers than ordered, you need to send a picture of the received arrangement to This email address is being protected from spam bots, you need Javascript enabled to view it with the order number. Our able customer service representatives will look at the picture and easily be able to identify the product, as each of our bouquets is unique. We will resend the correct product free of charge if the product sent was incorrect.

Incorrect Address: We are not responsible for incorrect addresses. In the case where an incorrect delivery address is provided, we will charge additional delivery fee of $9.99 for re-delivery. Due to perishable nature of flowers, failure to provide correct address information within 24 hours after our notification of the incorrect address will result in order cancellation or additional charge for the cost of flowers or fruits if you wish to proceed with delivery.
Note: Please verify the information you provide as it allows us to better serve you.

Order information change: All the changes and updates to the order should be done within 1 hour of placing the order.

Please double check all the information in your order. $10 administration fee will apply for any changes and updates requested after this 1 hour period.

Late delivery: Orders late for morning delivery will be refunded the difference between morning delivery and regular delivery.

Orders placed after cut off time will be delivered the next available
day as described in our delivery policy

Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date.

Our production facilities are serving for same day delivery Greater Toronto, Ottawa, Greater Montreal, Calgary, Winnipeg, Halifax  and Greater Vancouver.
We are using overnight courier and local florists to deliver your order to locations outside of above areas.

Please note that your order for outside of our production facility areas may be delivered next business day if it was placed less than 24 hours before delivery. Please note, that we will not compensate late delivery in this case. We will do our best to deliver birthday, anniversary and funeral orders on the date you specified using overnight delivery or partner florists in the area.
We do not deliver on Sunday (Mother's Day is an exception) and statutory holidays. The order placed for delivery on Sunday will be delivered on Saturday or the following Monday.
Orders placed for delivery on holidays will be delivered the next available date.

Cancellation: You may cancel the order any time.
Please note that following cancellation fees will apply:

- $25 if canceled 36 hours before delivery
- total cost of the flowers or fruits if canceled 36 hours or less before delivery.

Substitutions: Due to seasonal nature of flowers and order volume, we reserve the right to substitute with similar product of greater value.
It is very unlikely since the vast majority of our orders are produced at our own production facility. For the year 2006, our substitution rate was 1.3%.

Following rules for substitution will apply:

* Flowers
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 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.

* Plants
For green and blooming plants, similar plants may be substituted of 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.

* Specialty Gifts  Specialty gifts may be substituted with another specialty gift of greater value and of similar theme and category

Delivery procedure:

Residential addresses:
Please advise the recipient to be present at the time of delivery. If nobody will be available upon delivery, please provide us with instructions how to act in this case. If no person is present to accept flowers at the location, we will leave flowers by the door.
No refund or credit will be issued for stolen/non received goods.

Business addresses:
If recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery next possible day.
Please note that redelivery charge of $9.99 will apply.

Please note that due to perishable nature of flowers and fruits, additional surcharge may be required to redeliver your order on later day.

Request for a Full Refund:
Even though 1800Flowers.ca is not a standard retailer, we have similar policies in place for refunds.

If you would like a complete refund because you are dissatisfied with the service and quality, we need our product to be returned. In order to provide you with the best customer service, 1800Flowers.ca will even send a driver to pick it up.
Pick up fee of $9.99 will apply. Please note that pick up address and delivery address must be the same.

1800flowers.ca has a 99.7% customer satisfaction rate and we are continually working to improve this rate. We welcome and appreciate your feedback to help with this process.