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.

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.

Cancellation Policy

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

• 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 hello@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.

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

Refund Policy

We highly encourage clients to trust and give as much creative freedom as possible to their vendors for the best outcome!

Flowers are very gentle product, therefore it is not subject to return or exchange as even in 2 hours flowers may look not the same as when sold or delivered. 

We would like to inform you that we are only responsible up to the cost of the flowers upon delivery and confirmation of receipt. This policy is due to potential factors beyond our control that may impact the delivery process. We appreciate your understanding and continued support.

 Returns Policy for Perishable Items:

1. Notification: All issues must be reported within same day of delivery. If calling after hours, please leave a message with your contact information, and we will return your call the next business day.
2. Damaged Items: We will happily replace any item that has been damaged or had its quality affected during shipping.
3. Refunds: As flowers are perishable, we do not issue refunds.
4. Quality Basis: Returns are accepted on a “quality” basis only. Personal preferences or “not liking” the arrangement are not grounds for a return. 
   We will do a return or exchange if you received a completely wrong order. It means in case you have received order with all wrong flowers or wrong size. Some flowers missing or substituted, different box or vase – are not subject to return or exchange.  All arrangements and bouquets in our store are designer products and are unique and original. Photos provided on the web-site are examples of similar works. The results may vary as florist will choose the best options out of the flowers available for that day. You can always do a special request for your order.

Substitutions:

1. Out of Season/Stock: Since not all flowers are always in season or in stock, we reserve the right to substitute blooms with similar ones in terms of “look” and feel without prior consultation. We strive to make the arrangement as close to the advertised picture as possible.
2. Specific Products: If you require a specific product, please call to check for its availability.

RESPONSIBILITY:

If you are not satisfied with order delivered you should contact us via email (tfloristry@gmail.com) or text (602-317-0156) the same day delivery! It is customer’s responsibility to check if the right order was delivered if ordered as gift to somebody else. You can also ask for the pictures before delivery – notify us that you want photos when you make an order.

If you want delivery person to call you upon flower arrival, you need to request that on your order. If nobody is responding and no one is opening the door, flowers will be left by the door or near the house in any safe place and we will notify customer by contact method provided. The Floristry is not responsible for the flowers after delivery.

If you are picking up the flowers, it is customer’s responsibility to check the order. If you take the order and leave it means, you automatically agree with order.  If it is somebody else is picking up for you – please inform that person what order he\she should get or request photo in advance before pick up. The Floristry is not responsible for the order after picked up by customer.  

It is customer’s responsibility to provide correct address, delivery date and time. If flowers delivered to wrong address or wrong date due to customer has not provided the full correct information, it will not be the reason for return or refund. If customer has not provided desired delivered date, we will ask for it via contact information provided with the order. If we receive no response from the customer, we will deliver the order next day if paid for delivery.  Pick up will be available for 3 days. If customer has not arrived to pick up, we will not refund or change order as if your order was complete by then.

We will charge additional based on distances if you add the wrong address as we are going to do two deliveries. Please make sure you add the correct shipping address.

Thank you for understanding and for your trust in our creative process!

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