FAQ - Customer Service

Listed below are frequently asked questions, and our answers to those questions.

Q: How will I know if my flowers (or gifts) have been delivered?

A: This is the most common question we receive. When in need of confirmation of delivery simply request this in the Additional Information section on the secure order page at checkout. If you have ordered (and did not request confirmation) contact us at service@flowers.ca or call us at 1-888-705-9999. We have an outstanding track record of delivering flowers on-time throughout Canada and across the world. Read more information about delivery here.

Q: How do I get coupons, discounts and eCodes?

A: There are several different ways to acquire discounts including seasonal and holiday promotions, corporate partnerships and contests. If you have created an account with Canada Flowers, the very best way to receive discounts is via our e-mail offers. It's important to make sure you choose "yes" to receive these offers when ordering online. It's also important to make sure your e-mail program or service is configured to accept e-mail from flower@flowers.ca (which is the address we send offers from). To create an account with Canada Flowers without ordering (and begin receiving occasional offers and promotional discounts) go here. Additionally, we sometimes have contests and promotions available only on our Facebook page. Find Canada Flowers on Facebook by searching for Flowers.ca.

Q: How do I get a copy of my receipt?

A: Once your order is successfully submitted online, you will immediately receive a receipt (with order number) on your web browser screen. We suggest printing and retaining this receipt for your records. Our systems also send a 2nd copy of your receipt to the e-mail address that you used when placing your order. When we receive feedback that an e-mail receipt was not received, it is often found sitting in a customer’s junk mail folder. Receipts are emailed from service@flowers.ca. Please ensure your e-mail program or service is configured to receive e-mail from this address.

Q: Can I send an order anonymously?

A: Yes, you can send an order anonymously, and also type whatever you like for the card message. Please be advised that we are obliged, if requested by the recipient, to give out the sender's name. This is a common floral industry practice. In general, we advise against sending anonymous gifts, as these often lead to some distress for the recipient. In our experience, the recipient will almost always prefer to know who has sent a gift at the exact time it is received.

Q: Can the card message length be longer?

A: Floral delivery cards used by florists across Canada & the USA are typically only slightly larger than a standard business card. Therefore, the number of characters you may type when creating your card message at check-out is restricted.

Q: Why do I have to pay individual taxes that don’t apply to the province (or country) where I live?

A: According to provincial and federal laws, taxes owing are determined by the province that you are sending to, not from where you reside or are ordering from.

Q: How can I trust Canada Flowers with my money, my private information, and my important order?

A: We recommend reading our thorough, informative About Us page. We are a multi award-winning FTD® & Teleflora member florist with over 50 years in the retail flower business delivering flowers across Canada and throughout the world. We have processed hundreds of thousands of online orders without a single security incident. We do not sell your customer information nor do we use it for unsolicited advertising and marketing. Read more about security and privacy. Finally, we recommend looking at our testimonials page or give us a call to speak with one of our friendly customer service specialists.

Q: Can I order by phone rather than online?

A: Our website at www.canadaflowers.ca is designed to assist shoppers with ordering flowers and gift baskets with the convenience of 24 hours a day service. If you prefer to order over the phone or wish to speak with a sales and customer service specialist at any time during your shopping experience, we have a team in place and ready to help. Contact us by phone at 1-888-705-9999 Mon-Fri from 9 am to 9 pm EST or Sat, Sun and most holidays from 9 am to 4 pm.

Q: I want to pay with PayPal. Is this an option?

A: We now accept payments. When checking out select PayPal as your payment method. There is no additional cost to you for this service. Enjoy!

Q: Will the delivered arrangement look exactly the same as the picture online?

A: Sometimes it's necessary to substitute flowers due to variations in supply across the country. We strive to retain the value and the integrity of every single arrangement ordered online at Canada Flowers, paying particular attention to the colour scheme and premium flower components. Our catalogue items are each hand designed by a professional designer, as they aren't manufactured on an assembly line, there may be variations in the delivered product. Our quality expectation is that our affiliate maintains the overall look and presentation of what was originally requested. Click here to read our substitution policy.

Q: Do you deliver on Sundays?

A: Yes, we do deliver on Sundays to many, but not all cities across Canada. Once you reach our secure order form and choose a delivery city, our form will let you know if Sunday delivery to the area you have selected is not available. If you require any more information, please call us and we'd be happy help. Also, we do not offer Sunday delivery to USA for orders placed in our USA Flower Delivery catalogues.

Q: Do you accept Visa Debit?

A: Unfortunately our internal credit card processing system will not accept Visa Debit cards, however, PayPal can be used to process Visa Debit payments. When checking out select the Debit/PayPal as your payment method. There is no additional cost to you for this service. Enjoy!

Q: What payment options do you accept?

A: Our accepted forms of payment are Visa, MasterCard, American Express, Discover, and PayPal. Unfortunately, our internal credit card processing system will not accept Visa Debit cards. However, PayPal can also be used to process Visa Debit payments.

Q: How do I place my order?

A: We would love to assist you with placing your order! Feel free to visit our website and make a selection: www.canadaflowers.ca. Once your selection is made, your order can be placed directly online via our website using our easy to use order form, or you can call us at 1-888-705-9999 to place your order over the phone with one of our friendly Customer Service Representatives. We look forward to helping you with your order!

Q: What time will my order be delivered?

A: Our deliveries usually range between 10AM-6PM to Residential addresses and 10AM-5PM for Business deliveries. Unfortunately, we cannot guarantee specific delivery times but always do our best to accommodate all delivery requests.

Q: I’m not happy with my order.

A: We are so sorry to hear that your order was not satisfactory. Please contact our customer service team at your earliest convenience. Feel free to either call us at 1-888-705-9999 or email us at service@flowers.ca. If you are contacting us regarding a product quality concern, please be sure to have your order number ready and, if possible, be ready to email us photos of the unsatisfactory product so our team can better assist you with the best resolution.

Q: Do your arrangements arrive in a vase?

A: Our arrangements arrive as close to the photo as possible. For example: If the arrangement is shown to be in a vase in the photo online, we request that the arrangement is delivered in a vase as close to what is shown in the photo as possible.

Q: I don’t want to provide the recipient’s phone number as I want it to be a surprise. Is there any way to keep the delivery a surprise?

A: In most cases we cannot guarantee successful delivery when attempting to keep the delivery a surprise or without valid information for the recipient. In general, we advise against withholding vital information in an attempt to ensure the delivery is a surprise as we believe that the worst kind of surprise is a non-delivery due to the recipient being unreachable. In our experience, the recipient almost always prefers to know of the delivery beforehand as it allows for our affiliate to arrange for the most convenient delivery time with the recipient.

Q: Can the delivery be left at the recipient’s door?

A: Yes, you can certainly request that in the Additional Information field when placing your order as we always do our very best to honour requests made in the Additional Information field. However, in most situations it is ultimately the delivery driver’s discretion as in certain scenarios it may be unsafe to leave the delivery at the door. These situations can include poor weather conditions, very hot or very cold temperatures, or possibility of theft or damage to the product. In these situations the driver may attempt to leave the arrangement with a neighbour or they may leave a door tag or phone message to arrange for another, more convenient, delivery time with the recipient.

Q: Can you deliver to a School Campus without the recipient’s phone number?

A: Unfortunately, due to the vast size of some School grounds our affiliates cannot make a delivery attempt without a valid phone number for the recipient.

Q: What happens when I choose the Upgraded or Premium version of an item?

A: When an upgraded or premium value is selected, it typically does not change the overall dimensions of the arrangement. An ideal upgrade should maintain the same look and feel of the arrangement but fill it fuller with more product.