FAQ · Frequently Asked Questions

You have questions? We have answers! Listed below are frequently asked questions and our answers to those questions.


Delivery Info


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, make your request 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.


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. Outside of Canada, we do not currently offer Sunday delivery to the USA or Internationally.


What time will my order be delivered?

A:  Our deliveries usually range between 10AM-6PM to Residential addresses and 10AM-4PM for Business deliveries.


Can you deliver at a specific time?

A:  We cannot fully guarantee specific delivery times but always do our best to accommodate all delivery requests! Be sure to make your request in the Additional Information section when placing your order online.


Can you accommodate same day delivery?

A:  In most cases, yes! Order online by 2 p.m. Eastern Standard Time Monday to Friday for same day delivery to most towns and cities across Canada or by 12 p.m. Noon on weekends. For delivery to some locations, during busy holiday seasons, or for some very special, rare and exotic floral gifts as well as fruit & gourmet items, same day delivery may not be possible.


What if no is one home?

A:  To ensure our standard of quality is maintained, the driver will usually bring the flowers back to our affiliates location for safe storage until they can reattempt delivery. In some situations, it may be left at the door or with a neighbour. In all cases, a door tag or phone message will be left to inform the recipient. If you have instructions and anticipate that the recipient may not be home, please let us know how you'd like us to handle it in the Additional Information field.


Can you leave the delivery at the 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 can include poor weather conditions, very hot or freezing temperatures, or the possibility of theft or damage to the product. In these cases 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.


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 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.


Can deliveries be made to Apartments, Businesses, Gated Communities, Secure Buildings or Military Bases?

A:  Certainly! Please be sure to include as much information as possible to find or reach the person receiving the flowers. The more information, the better! Our affiliates also greatly appreciate it when detailed delivery instructions are included in the Additional Information field. Please note, some delivery locations can only accept deliveries via a receiving desk, concierge, guard, main office, or superintendent.


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

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


Can you deliver to hospitals?

A:  Absolutely! Please be sure to provide the legal first and last name so our affiliate can find the recipient. A maiden name may be required in some areas depending on the hospital's policy. Including Additional Information such as the room number or section of the hospital to find the recipient will help ensure a smooth delivery. Some situations may require the delivery to be left at the front desk of the hospital where an employee or volunteer at the hospital will ensure the gift reaches the recipient.


Can I send lilies to a hospital?

A:  Due to the high scent of lilies and allergy alerts issued at most hospitals. To ensure no delay in delivery, arrangements containing lilies are subject an automatic substitution with a suitable alternative.


Can you ensure delivery before a funeral service?

A:   Funeral and Sympathy orders take priority. Please specify service or viewing times in the Additional Information section, and our affiliate will make every effort to ensure delivery before the first viewing or service.


How do I cancel my order?

A:   We are sorry to hear that you wish to cancel your order! Cancellation requests can be made by contacting us via phone or email. We recommend contacting as soon as you can to see if cancellation or alternate accommodations for your order are achievable. We try to be as flexible as possible and are more than happy to work with you to ensure a successful delivery. Each order we fulfil is individually hand designed with care and personally delivered directly to the recipient. With reasonable notice, we can accommodate order cancellations immediately upon request. Please note that in some cases, cancellations may not be possible. These may include situations where we receive short notice or if the order has already been dispatched and delivered or is en route.


What happens if the recipient refuses to accept my order?

A:   In situations where the recipient refuses to accept the delivery for whatever reason, or we need to redirect your order with last minute notice to an alternate delivery address. We may require the full cost of the gift, or a delivery charge may apply. These conditions are handled case by case. We always do our best to avoid any unnecessary expenses and endeavour to provide a fair and valuable service to our customers.


The delivery was unsuccessful due to missing/incorrect info I provided, what happens now?

A:   When incorrect or missing delivery information is provided resulting in a non-delivery, we make every effort to recover the product and redirect your order with the correct information. Please note that depending on various circumstances, we may require the product and/or delivery costs for the unsuccessful delivery. We always do our very best to ensure that no additional charges are incurred.


Payment


What payment options do you accept?

A:  Our accepted forms of payment are Visa, MasterCard, American Express, Discover, and PayPal.


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

A:  We also accept PayPal payments. When checking out select PayPal as your payment method.


Do you accept Visa Debit?

A:  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.


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

A:  We recommend reading our thorough and 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.


Do you charge tax?

A:  Due to Canadian law, taxes are required for all orders sent within Canada. Outside of Canada, USA and International prices are all inclusive.


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.


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.


I placed an order but forgot to enter the promotional code. Please Help!

A:  Whoopsie! Have no fear, these things happen and we can certainly take care of this for you. If you've placed an order and didn't get an opportunity to redeem an active promotion or you were made aware of a promotion after ordering with us, please reach out to us either by phone or email. Be sure to have your order number ready and a member of our customer service team would be more than happy to retroactively apply the promotional discount as a partial refund to your credit card.


I would like a refund, how long will it take?

A:  We are so sorry to hear that!. Please contact our customer service team at your earliest convenience. Feel free to either call us or email us with your request. 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. If a refund is possible, we can submit the refund immediately. Please note that it can take 6-8 business days to appear on your credit card, the length of time this may take is up to your credit card company.


Placing an Order


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!


What information should I have ready before ordering?

A:  We endeavour to ensure that ordering with us is an easy and fun process! Our recommendation is to order directly online, as you can go at your own pace and ensure firsthand that all the order information is entered correctly and to your satisfaction. If you prefer to speak to a human, we have great news! We have a team of dedicated humans! Real people who would be happy to talk to you directly and assist you with placing your order. Before ordering, you'll need to have the recipient name, a complete address and phone number ready for where you're sending your order to. It is also strongly encouraged to decide beforehand what you'd like to write on the card message. Last but not least, we also require the billing information linked to the payment method you will be providing.


Is it possible to place multiple orders at the same time?

A:  Absolutely! The functionality is in place to order multiple items at the same time. You can even specify a unique address and recipient name for each item too! Items added to the shopping cart stack, once you add one item, you can navigate to the second item and also add it to the shopping cart. After proceeding to the checkout process, each item added to the shopping cart with have it's very own tab for convenient ordering.


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.


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.


Whoops! I made a mistake in my order! Can you help me?

A:  For sure! We'd be happy to help you with that! Please have your order number ready and let us know as soon as you notice the error so we can fix it before your order is dispatched for delivery. You can call us or email us, whichever works best for you.


I accidentally placed multiple orders!

A:  Have no fear! Please let us know about the duplicate order(s) as soon as possible and we will cancel and refund the duplicate order immediately. We recommend informing us immediately. We always make our best effort, however, if the order has already been delivered or is in route, we cannot guarantee that we will be able to successfully cancel and refund your order.


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 EST.


What if I'm ordering to/from a different Time Zone?

A:  We deliver flowers throughout several time zones. In general, we recommend that when ordering to regions far removed from your own that you keep in mind the time zone differences between your location and the recipient's, to ensure timely delivery of your gifts. Our recommendation is to try to place your order before 2PM local to the time zone of where you are sending your order.

Our central processing and customer service call centre is in the Eastern Standard Time Zone, which is GMT minus 5 hours. We are open 7 days per week, 361 days per year at this location during extended business hours, typically until 9 PM EST weeknights and 6 PM EST on Saturdays, and 4 PM EST Sunday, some weekends and holidays. Click here for more information about our hours of operation.


Product Questions


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.


How do I ensure that NO substitutions are made?

A:  You can make this request in the "Additional Information" field when placing your order, we also recommend following up with us via email or phone to bring your request to our customer service team's attention. We always make our very best effort to accommodate all requests. However, we cannot fully guarantee that your request can be accommodated, a delay in the delivery may also incur due as our affiliate in the area may not have all of the product requested for your order and may have to special order it for you. It is good practice and our recommendation to order well in advance to give our affiliate plenty of time to prepare your order to your satisfaction.


How many chocolates come in a box and what brand are they?

A:  Varieties and size of the chocolate boxes vary regionally. Our affiliates are mostly supplied by their local chocolatiers to ensure the highest quality product is delivered.


What kind of teddy bear will be delivered?

A:  The size and style of the stuffed animal varies regionally and is usually chosen by our affiliate to suit the requested product. If you're looking for something specicfic, it never hurts to ask in the "Additional Information" section when placing your order. Although we cannot fully guarantee availability of specific types and styles of plush animal, we are always happy to do our best to accommodate all requests.


Are the mylar balloons all the same?

A:  In most cases, our affiliate will select a mylar balloon to fit the "Occasion" you specified when ordering. They will also make an effort to ensure the mylar also compliments the product delivered alongside the balloon. If you have a special request, be sure to let us know in the "Additional Information" section and we will do our very best to accommodate your request.


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.


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.


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.


Some of the blooms are closed. Is that normal?

A:  Yes, it's normal. Our goal is to maintain our high standard of quality and deliver the freshest flowers possible to ensure your gift lives a longer lifespan. In continuing with our freshness standards, some blooms may arrive in bud form which will grow into the beautiful full blooms shown online. If your flowers arrive in closed bud form, do not worry, it means that they're very fresh. Give them time to bloom, and they'll show their true beauty in no time! Please keep in mind that no two flowers are the same, and each one develops at its own pace. Flowers that may arrive in bud form are as follows: Lilies, Alstroemeria, Tulips and Irises.


I noticed some price differences over time, can you please explain the reason for the change?

A:  Due to the unpredictable nature of living product such as fresh flowers, offers and prices may be subject to change and quantities may be limited. Cost may fluctuate depending on the date of delivery, and we may require additional funding depending on the current market price on the day of delivery, this may also include scheduled deliveries at a future date.


Website


I didn’t receive a receipt and confirmation after placing my order. Did you receive my order?

A:  You should automatically receive a copy of the order receipt to the email address specified when placing the order. If you do not see the receipt in your inbox, we recommend double-checking your junk mail folder. If you still don't see your receipt, please contact us. If you reach out to us via email, please be sure to include as much delivery information about your order as possible. This information may include the order number, your name, the recipient name, the address information provided for you and the recipient, or phone numbers as you entered them in the order form online.


I keep encountering errors on your website, or it's not displaying correctly, what do I do?

A:  Sorry to hear that! Our website is optimized for Google Chrome, but it should work for any browser on any device. Please ensure that your browser is updated to the most recent version. If you continue to encounter any oddities or issues navigating our website, we recommend clearing your browser's Temporary Internet Files, Cache and Cookies. You can clear the cache, cookies and temporary files in the "Tools" section in most browsers. If the issue persists, please feel free to contact us and let us know in as much detail as possible.


Help! I forgot my password!

A:  We hate it when that happens! Don't fret. We've all been there. The good news is that it's very easy to reset your password on our website. Visit our Password Reset page, enter your email, and click the "Reset Password" button, you should instantly receive an email from us with instructions on how to specify a new password.


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. You can either sign up here or choose "yes" to receive these offers when ordering online. We'll keep you in the loop by emailing from newsletter@flowers.ca (which is the address we send offers from). If you don't receive immediate correspondence or discounts, we don't always have an active promotion running, but once signed up you will be among the first to know about any specials, promotions or any upcoming flower-giving holidays. 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.