Substitution Policy

• Our photos represent the overall theme and style of each arrangement. Please note that containers may vary depending on inventory availability. While your bouquet may not match the photo exactly, we ensure the overall mood and feel will be beautifully captured.
• We try our best to make your arrangement as similar as possible to the photo, but please understand that every bouquet is unique. Flowers are seasonal and availability can sometimes be unpredictable. Occasionally, substitutions are necessary due to seasonal availability of certain flowers or keepsake items. We take great care to preserve the style, color palette and value of your arrangement, using flowers of equal quality.
  
• For single-flower designs, such as all-rose bouquets or orchids, we will do our best to match the same variety and may substitute a different color if needed.
• We encourage and prioritize our florists’ creative freedom to design the best possible arrangement. Trust their artistry to deliver a unique and beautiful final product.
• If specific design elements are important to your order, please note them in the florist instructions during checkout.

Cancellation Policy

At The Floristry, we put tremendous care and personalize every arrangement. Because our bouquets are prepared fresh and made to order, we have the following cancellation policy to reflect the work that goes into each creation.

Cancellation Fees for retails

• 5+ days before delivery/pickup date: A 5% cancellation fee applies to your order total.
• 2–4 days before delivery/pickup date: A 10% cancellation fee applies to your order total.
• 1 day before delivery or less: No cancellations accepted. Most of our bouquets are fully prepared the day before delivery, and we are unable to accommodate cancellations at this stage. We understand that plans can change. If you are unable to proceed with your order, you may choose to defer 50% of your order value as store credit toward a future purchase. This credit can be applied to any upcoming order and does not expire.

To request a cancellation or deferral, please contact us as soon as possible at orders@tfloristry.com or through our contact page, and include your order number.

How to Request

Please reach out to our team with your order number and preferred resolution. We will confirm your request and apply any applicable fees or credits within 1–2 business days.

Large Orders & Events (Orders Over $500)

Larger orders and event work are planned well in advance. We reserve your date, source flowers from growers and wholesalers (often weeks ahead), order specialty stems and materials, and schedule our design team around your order. Because of this, orders over $500 follow the terms below instead of our standard cancellation fees.

Deposit

A 50% non-refundable deposit is required to confirm your order and reserve your date. The remaining balance is due 14 days before your delivery or event date. Your deposit covers date reservation, consultation and design time, and early sourcing.

Cancellation Schedule

• 30+ days before: Deposit is retained. Any amount paid beyond the deposit is refunded.

• 15–29 days before: 75% of the order total is retained.

• 14 days or less: 100% of the order total is retained. No refunds.

Case-by-Case Review

We know every situation is different. For large orders, final resolution is at The Floristry's discretion and based on:

• How far preparation has progressed

• Flowers, materials, or rentals already purchased or special-ordered

• Labor and staffing already scheduled

• Whether your date can be rebooked

Depending on these factors, resolution may include a partial refund, store credit, a rescheduled date, or delivery of flowers already prepared. Any credit issued must be used within 12 months.

Date Changes & Postponements

One date change is allowed at no charge if requested at least 30 days in advance, subject to our availability. Flower pricing is seasonal, so your order may be re-quoted for the new date. Requests made within 30 days are treated as a cancellation, though we will do our best to work with you.

Changes to Your Order

You may reduce your order by up to 20% until 30 days before your date. After that, your order total may not be reduced, but you may substitute items of equal value where possible.

Special-Order Items & Rentals

Imported, specialty, or custom-ordered flowers and materials are non-refundable once purchased. Rental items (vases, stands, arches) must be returned in the same condition, and replacement costs apply for any damage or loss.

Circumstances Beyond Our Control

If your event is canceled due to severe weather, emergency, or other events outside anyone's control, we will apply payments made (minus costs already incurred) as credit toward a future date within 12 months.

Written Notice

All cancellations and changes must be sent in writing to tfloristry@gmail.com or contact 602-317-0156. The cancellation date is the day we receive your email.

Thank you for choosing The Floristry. We appreciate your understanding and look forward to creating something beautiful for you.

Delivery Protocol

To ensure a smooth and successful delivery, please review our delivery policies carefully before placing your order.

Delivery Time Window
We provide estimated delivery windows, but exact delivery times cannot be guaranteed due to traffic, weather conditions, holiday volume, and route scheduling.

Address Accuracy
Customers are responsible for providing complete and accurate delivery information, including:
• Street address
• Apartment or suite number
• Gate codes
• Business name if applicable
• Valid recipient phone number

Incorrect Address or Recipient Availability
If our driver cannot locate or access the address provided, we will contact the sender or recipient immediately. 

If the recipient is unavailable at the time of delivery, our driver may offer the following options:

1. Neighbor - Front desk - Leasing office Drop Off
   With customer approval, we may leave the flowers with a nearby neighbor, front desk, or leasing office to avoid extended travel time in our delivery vehicle, especially during warm weather conditions.
   
   
2. Rescheduled Delivery
   If the customer prefers not to use the neighbor option, we can reschedule the delivery. Please note:
   • A new delivery fee will apply for the second delivery attempt
   • Flowers may experience reduced freshness after extended travel time
   
   
3. Pickup and Redelivery
   If flowers were already delivered to a neighbor and the recipient feels uncomfortable retrieving them, we can arrange for our staff to pick them up and redeliver them. This will be considered a rescheduled delivery.
   
   

Weather Protection
During extreme heat or unsafe weather conditions, we may contact the recipient to coordinate a safe delivery location. We do not recommend leaving flowers outdoors for extended periods.

Apartment and Gated Communities
Failed access due to missing gate codes, unavailable concierge, locked buildings, or incomplete unit information may require rescheduled delivery fees.

Holiday and Peak Delivery Dates
During major floral holidays such as Mother’s Day and Valentine’s Day, deliveries are fulfilled within the selected delivery date, but exact delivery times cannot be guaranteed.

Photo Confirmation
Our drivers may take a delivery confirmation photo as proof of successful delivery.

Perishable Product Notice
Flowers are perishable products. Once an order has been successfully delivered to the provided address, we are not responsible for damage caused by heat exposure, delayed retrieval, pets, weather, or third party handling.

Special Requests
We always try our best to accommodate delivery preferences and special instructions, but they are not guaranteed unless confirmed directly with our team in advance.

Thank you for supporting our local flower shop. We truly appreciate your understanding and cooperation as we work hard to deliver every arrangement safely and beautifully.