SHIPPING POLICY

If the recipient is not available at the time of delivery, we will attempt to contact the recipient and/or the sender for further instructions. If we are unable to reach anyone, we may leave the flowers in a safe location at the delivery address, such as the front porch, only during favorable weather conditions and when it is deemed safe for the quality of the flowers. Favorable weather generally excludes extreme cold (or anytime during the winter season), heat, rain, or snow.

During unfavorable weather conditions, we may leave the flowers with a neighbor to help ensure their safety and freshness. In such cases, delivery will be considered completed once the flowers are left at the designated location or with a neighbor.

If none of the above options are available, the flowers will be returned to our store. A re-delivery fee will apply for a second delivery attempt.

All orders must include a delivery date and will be delivered on the selected date any time between 10 am and 6 pm. We use a third party delivery service so we are unable to specify a delivery time or send delivery confirmations except for funeral tributes and weddings. Although every effort is made to deliver within this timeframe, it may vary during busy flower holidays such as Mother's Day, Christmas, and Valentine's Day or due to inclement weather.

By placing an order, the sender authorizes Moon’s Flowers to follow this delivery procedure. The sender is responsible for ensuring accurate delivery information and availability.

Orders are delivered once. If the recipient is not home the flowers/plants will be left by the door (weather permitting) otherwise will be returned to the shop and a delivery note is left informing them that flowers/plant have tried to be delivered and to collect from our store. 

We are not responsible for theft or damage of flowers, plants after delivery. We take care of our flowers and ensure freshness and quality at all times. 

FLOWER POLICY

Please note that due to the seasonal availability of flowers, it may be necessary to vary individual stems from those shown. We may substitute flowers for one similar in style, quality and value. It may not always be possible to include the exact item as displayed.

We strive to provide the freshest quality of flowers. However, damage can occur during transportation due to weather conditions or circumstances out of control. If you are not satisfied with the quality of our products, please reply to the email with the order confirmation and send us a picture describing the issues.

Due to the perishable nature of the products, quality complaints must be received within two days following delivery. Once the issue is confirmed by customer service, we will send a replacement or issue a refund depending on the nature of the complaint.

ORDER CHANGES

Update request on your order should be done 24 hours before the delivery date.

We will make every effort, but change requests are not guaranteed during the holidays and weekends.

ORDER CANCELLATION

It may be possible to cancel your order, depending on the time of the cancellation request.

No cancellation would be accepted on prepared order and ready to ship orders.

No cancellation during peak holidays: Valentine’s Day, Easter, Mother’s Day, Thanksgiving, and Christmas.

FRAUD CANCELLATION

In cases of credit card/payment fraud alert, we reserve the right to cancel the order. To resume your order's delivery, consider e-transfer or using an alternative card.

Please contact us at rose@moonsflowers.ca or call us at 905-582-8988.