RETURN POLICY

​

Floral Moment is different from your traditional neighbourhood florist. We operate a direct-to-consumer business model. We accept orders over the Internet and by telephone at our office in Markham Ontario. Flowers are made by our professionally trained floral designers at our own production facilities, located in major metropolitan areas in Toronto. Having our own florists making the designs is how we ensure order accuracy. Due to the high volume of orders processed daily and with direct buying from the growers, our flowers are fresher. Our efficiency and low overhead allow us to sell them for less. The result is fresher flowers at a better price.

Floral Moment wants your product to be delivered on time, in the best condition, every time.

We understand the importance of on-time delivery, fresh flowers, high quality gifts, and the happiness that they bring. We know that each product we deliver is a special message from you to someone you care about. We stand by our products with a 99% customer satisfaction rate.

​

Customer Support Centre

When customer service is required, our goal is to assist you as quickly and efficiently as possible. We have adopted an online customer support system instead of telephone calls, to provide faster response times.

The Floral Moment Customer Support Centre can be reached using dedicated Live Chat operators on a 24/7 basis, or by email at floralmomentshop@gmail.com. Our trained customer care staff will review your information and respond to you as quickly as possible.

Please provide your order number and a photo for any quality issues.

​

Please refer to the following policies for clear and accurate service:

​

Product Replacement 

Our flowers come fresh from the growers and are always fresh and beautiful. If you received damaged flowers or other damaged products:

​

•    Please take a photo of the product and email the photo, along with your name, order number, and the nature of the issue to floralmomentshop@gmail.com.

•    Quality complaints must be received within three (3) days following delivery, due to the perishable nature of our products.

•    Once damage is confirmed, we will be happy to re-send a new product at our expense, or issue a store credit.

•    To have your order refunded we will email you the free return label. Please email the label to your recipient and they will need to return the order to their nearest Purolator depot. Once the order has been returned to us, we will refund you. Please note package must be received back no later then three (3) days after label was created.

​

Order Changes

All changes and updates to your order should be done within one (1) hour of placing the order. Please double check all the information in your order when you place it.

Changes and updates that are requested after this one (1) hour period are subject to a $10 administration fee.

Unfortunately during peak holidays it is extremely difficult to make changes to an existing order. We will make every effort, but change requests are not guaranteed.

​

Order Cancellations

It may be possible to cancel your order. Please be advised that a minimum $25.00 cancellation fees will apply. Unfortunately we cannot cancel orders that have been prepared or are already out with courier for delivery. Any and all orders placed during peak holidays (Valentine's Day, Mother's Day, Christmas ) are final.

​

Orders placed outside of Canada:

Orders placed outside of Canada or with an international credit card for delivery to Canada will be charged in USD. Provincial taxes of destination will apply.

​

​