FAQ
Answers to common questions about ordering, delivery, substitutions, and more.
Ordering & Payment
How do I place an order with Florist.ca?
Orders can be placed online at florist.ca or by phone at 1.888.444.3520. Orders are received at our head office in Ottawa, then made by professionally trained floral designers at our own production facilities, which are owned and operated by Florist.ca's business entity in major metropolitan areas across Canada.
Does Florist.ca have a retail storefront I can visit?
No. Florist.ca is e-commerce only and does not accept walk-in orders at its Ottawa office (4095 Belgreen Drive, Ottawa, ON K1G 3N2). All orders must be placed online or by phone.
What currency am I charged in?
Orders placed from within Canada are charged in CAD. Orders placed from outside Canada for delivery within Canada are charged in USD, and provincial taxes for the destination province apply.
How reliable is Florist.ca's service?
Florist.ca reports a 98.7% customer satisfaction rate across its orders.
Delivery Options & Timing
What delivery options are available?
Two options are offered: Regular Delivery (next day) for $14.99, and Same Day Delivery for $19.98. Orders can also be placed ahead of time for a future delivery date, in addition to same-day scheduling — simply choose your preferred delivery date at checkout.
What are the delivery windows for Regular (next-day) Delivery?
Regular delivery arrives between 9 a.m. and 7 p.m. for residential addresses, and between 9 a.m. and 5 p.m. for business addresses, on the delivery day specified at checkout. These windows are estimates only — exact delivery times cannot be guaranteed, as factors like traffic and weather can affect arrival.
Where is Same Day Delivery available?
Same Day Delivery is available in Greater Toronto, Ottawa, Greater Montreal, Calgary, Edmonton, Winnipeg, Halifax, and Greater Vancouver. Outside these areas, orders are sent by overnight courier for next-business-day delivery instead.
What time do I need to order by for Same Day Delivery?
Orders must be placed before 1 p.m. local time on the day of delivery. Within Same Day zones, delivery is completed by 5 p.m. to business addresses and by 7 p.m. to residential addresses.
Is Saturday delivery available?
Saturday delivery is only available within Same Day Delivery zones (Greater Toronto, Ottawa, Greater Montreal, Calgary, Edmonton, Winnipeg, Halifax, Greater Vancouver).
Does Florist.ca deliver on Sundays or holidays?
Yes — Florist.ca delivers seven days a week, including Sundays. The only days without delivery are statutory holidays: New Year's Day, Easter, Victoria Day, Canada Day, Labour Day, Thanksgiving, Christmas, and Boxing Day.
Is there a surcharge for late orders?
Yes. Orders placed after 4:00 p.m. local delivery time that request next-day delivery are charged a $4.99 delivery surcharge. Additional same-day and holiday surcharges may also apply during high-volume occasions; all available options and fees are shown at checkout.
Can Florist.ca guarantee an exact delivery time?
Delivery windows are estimates and cannot be guaranteed at any time of year due to factors such as traffic and weather. This is especially true during peak holidays like Valentine's Day and Mother's Day, when delivery may occur after 7 p.m. and Florist.ca cannot guarantee specific delivery times.
What happens if no one is available to receive the delivery?
Customers should provide instructions at checkout for what to do if no one is home (for example, leaving the gift with a neighbour or in a designated safe spot). If no instructions are given and no one is available, the driver will use their discretion based on weather, safety, and security conditions.
What if I gave the wrong delivery address?
If an incorrect address was provided by the customer, an additional re-delivery fee may apply depending on the circumstances. Please double-check delivery details carefully before completing your order.
Is Florist.ca responsible for delays caused by weather or other events outside its control?
No. Florist.ca is not responsible for late deliveries caused by acts of God, including weather conditions, storms, hurricanes, or earthquakes, and no refunds are issued for delays caused by these events.
Order Changes & Cancellations
Can I change my order after placing it?
Yes, if requested within one hour of placing the order, at no charge. Changes requested after that one-hour window are subject to a $10 administration fee. During peak holidays, change requests are not guaranteed even if made in time, due to order volume.
Can I cancel my order?
Cancellations requested within one hour of placing the order are free. Cancellations requested after one hour are subject to a $25 cancellation fee. Orders that have already been prepared or are already out for delivery cannot be cancelled.
Are all sales final during peak holidays?
Yes. All sales made during peak holidays — Valentine's Day, Mother's Day, and Christmas — are final.
Product Substitutions
Why might my flowers look different from the photo online?
Because Florist.ca operates its own production facilities and buys directly from growers, substitutions are uncommon — the substitution rate last year was 1.5%. However, Florist.ca reserves the right to substitute with a similar product of equal or greater value when needed, following the rules below. If a substitution is considered major, our Customer Service team will contact you before it is made.
How are mixed flower arrangements substituted, if necessary?
For arrangements of assorted flowers, the colour scheme shown online is preserved wherever possible, even if that means substituting different flower types of equal or greater value.
How are one-of-a-kind flower arrangements (like all-roses or all-lilies bouquets) substituted?
Every effort is made to match the specific flower type. If unavailable, the arrangement may be substituted with a different colour of the same flower, or with a bouquet of equal or greater value.
How are plants substituted?
Green and blooming plants may be substituted with a similar plant or a bouquet of flowers of equal or greater value. In temperatures below freezing, all plants are substituted with a Gourmet Gift Basket of greater value instead, to protect against cold-weather damage in transit.
How are one-of-a-kind plants, like orchids, substituted?
Every effort is made to match the plant type; if unavailable, a different colour of the same plant may be substituted. In temperatures below freezing, one-of-a-kind plants are also substituted with a Gourmet Gift Basket of greater value.
How are gourmet gifts and specialty items substituted?
Items such as fruit and gift baskets, cookies, cakes, chocolates, teddy bears, balloons, and vases may be substituted with a different specialty item of equal or greater value within the same theme and category. Product photos represent the general quantity, type, colour, and shape of a basket — actual contents and container may vary.
Quality Issues & Damaged Orders
What if my flowers or gift arrive damaged?
Email a photo of the damaged product, along with your name, order number, and a description of the issue, to [email protected]. Once the damage is confirmed, Florist.ca will resend a replacement product at no additional cost.
Is there a deadline for reporting quality issues?
Yes. Because flowers and many gifts are perishable, quality complaints must be received within three (3) days of delivery.
Products & Occasions
What kinds of products does Florist.ca sell?
The catalog spans fresh flowers (roses, tulips, lilies, orchids, carnations, hydrangeas, alstroemerias, snapdragons, daisies, sunflowers, gerberas, and seasonal bouquets), flower and plant baskets, flower gift sets, and gourmet gift baskets (including fruit, wine, and snack baskets).
Does Florist.ca offer flowers for specific occasions?
Yes. Dedicated collections exist for anniversaries (including milestone 30th and 50th wedding anniversaries), get well soon, just because, thank you, congratulations, housewarming, and sympathy and funeral arrangements.
Does Florist.ca deliver sympathy and funeral flowers?
Yes, Florist.ca has a dedicated Sympathy & Funeral Flowers collection, produced and delivered under the same production and delivery standards as the rest of the catalog.
Are seasonal bouquets available?
Yes — Florist.ca offers dedicated spring, summer, autumn, and winter flower bouquet collections in addition to its year-round seasonal flowers collection.
International Orders
Can someone outside Canada order flowers for delivery in Canada?
Yes. Orders placed from outside Canada for delivery within Canada are accepted, but are charged in USD, and provincial taxes for the delivery destination apply.
Privacy & Contact
How can I contact Florist.ca with questions or concerns?
By phone at 1.888.444.3520, or by email at [email protected]. The head office address is 4095 Belgreen Drive, Ottawa, ON K1G 3N2 (e-commerce only; no walk-in orders).
Does Florist.ca sell or share my personal information?
Florist.ca collects personal information (contact details, order information, account information, and usage data) to fulfill orders, provide customer support, and — with consent where applicable — for marketing purposes. Customers can request access to, correction of, or deletion of their personal data by contacting [email protected]. Full details are available in the Privacy Policy on florist.ca.