Refund policy

OTTAWA FLOWERS INC. — POLICIES & TERMS OF PURCHASE

By placing an order with Ottawa Flowers Inc., you confirm that you have read and agreed to the following policies. These terms form part of your purchase agreement.

You acknowledge that preparation, sourcing, and production of your floral arrangement begins immediately after checkout. This constitutes the start of service fulfillment.

Once an order enters processing, it is considered partially or fully fulfilled due to the perishable and custom-made nature of floral products. As such, cancellation rights may be limited and applicable fees will apply as outlined in our Cancellation Policy.

CANCELLATION POLICY

Because we source and prepare perishable floral products for each individual order, cancellations may result in fees. By placing an order, you expressly authorize Ottawa Flowers Inc. to apply the applicable cancellation fee to your original payment method.

  • More than 48 hours before delivery/pickup: $10 flat cancellation fee
  • Within 48 hours of delivery/pickup: 25% of the order total
  • Same-day orders: We do not accept same-day cancellations. All charges are final once a same-day order is confirmed.

Placing an order constitutes your explicit authorization for us to charge the applicable cancellation fee to your payment method, should you cancel your order.

REFUND POLICY

We issue a full refund of the product purchase price in the following circumstances:

  • Your order cannot be fulfilled for any reason on our end.
  • The items ordered are out of stock and no suitable substitute is available.
  • A cancellation or return is approved in accordance with our cancellation and return policies.

All approved refunds are submitted to your card-issuing bank within 7 business days of your refund request being received and confirmed. The timeline for the credit to appear on your statement is determined by your bank and is outside our control. Refunds are issued to the original payment method only. We are not responsible for delays caused by your financial institution after the refund has been submitted.

RETURN POLICY

Return requests must be submitted within 24 hours of order receipt. Items must be in their original, unaltered condition and original packaging to be eligible.

We are unable to accept returns on perishable items, including fresh flowers and fruit arrangements. Shipping and handling fees are non-refundable.

If you received the wrong order, contact us within 24 hours with photographic documentation of the issue. We will work to resolve it promptly. Failure to report within this window may limit our ability to process a claim.

SUBSTITUTION POLICY

Due to seasonal availability and regional supply variations, we occasionally substitute flowers, containers, or decorative elements with items of equal or greater value. Substitution may be necessary to ensure your order arrives on time. Our florists will always substitute with products of equal or greater value while maintaining the overall design and style of the arrangement.

The following guidelines always apply:

  • The overall type, size, style, and shape of the arrangement will not change.
  • Flower varieties, flower colors, containers, and decorative elements may be substituted with comparable items of equal or greater value based on seasonal availability and freshness.
  • In mixed arrangements, our designers will recreate the same overall look, feel, and color palette as closely as possible using the freshest flowers available.
  • In single-variety arrangements (e.g., a dozen roses), the flower variety will be maintained whenever possible; however, color may be substituted, and in exceptional circumstances where availability is limited, an alternative premium flower of equal or greater value may be used.
  • The professional quality, overall value, and visual impact of your arrangement will always be maintained or exceeded.
  • We will not contact the sender before making minor substitutions. If a significant design change is required, we will contact you before processing the order.

Please note: Substitution is a disclosed condition of purchase and is accepted at the time of checkout. By placing an order, you acknowledge that flower varieties, colors, containers, and decorative elements may be substituted with items of equal or greater value due to availability. A substituted arrangement that meets these conditions does not constitute grounds for a refund, payment dispute, or chargeback.

DELIVERY POLICY

A delivery fee, calculated based on your delivery address, will be added at checkout. For same-day delivery, orders must be placed before the following cutoff times (EST):

  • Monday – Friday: 2:00 PM
  • Saturday: 12:00 PM
  • Sunday: 12:00 PM

Orders placed after these cutoff times will be delivered the following day. We deliver on Sundays and all major holidays, though delivery may not be available in some areas due to local regulations — in such cases, your order will be delivered the next available business day.

We make every effort to accommodate requested delivery times but cannot guarantee a specific time window. We cannot guarantee delivery to rural route addresses or cemeteries.

An order is considered successfully fulfilled when it has been delivered to the address provided, or when a delivery attempt has been made to the correct address provided by the customer. If the recipient is unavailable, refuses delivery, or incorrect information was provided at checkout, the order will still be considered fulfilled.

If the recipient is unavailable at the time of delivery, a re-delivery fee will apply to the second attempt. This fee is a separate authorized charge and is not considered an error or duplicate transaction.

Ottawa Flowers Inc. may use delivery confirmation methods including delivery driver confirmation, photographic proof, GPS tracking or courier system records, and recipient or third-party acknowledgment. These records shall serve as valid proof of fulfillment in the event of any dispute or claim. By placing an order, you agree that such records are sufficient evidence of delivery completion.

PAYMENT & SECURITY

All transactions on ottawaflowers.com are secured using industry-standard SSL encryption. Your credit card number, name, and address are fully encrypted in transit and cannot be read by third parties.

By completing your purchase, you confirm that you are the authorized cardholder or have authorization to use the payment method provided, and that you have reviewed and agreed to all policies on this page at the time of checkout.

Disputes & Chargeback Agreement

By completing a purchase, you agree that:

  • You will contact Ottawa Flowers Inc. directly to resolve any issue before initiating a payment dispute or chargeback.
  • Chargebacks initiated in violation of stated policies may be contested with full documentation including order records, delivery proof, and communication history.
  • No chargeback will be valid for issues relating to substitution, delivery timing, or the perishable nature of products when service has been fulfilled as described.

We do not store or share your full payment details. Transactions are processed through our secure payment gateway and are subject to our Privacy Policy.

YOUR PURCHASE = YOUR AGREEMENT

By placing an order with Ottawa Flowers Inc., you confirm you have read, understood, and agreed to all policies above. Ottawa Flowers Inc. reserves the right to enforce these terms in full to prevent misuse, fraudulent disputes, or unjustified chargebacks. These terms are active at the time of each transaction.