POLICIES

Privacy Policy

Personal Information

The information you provide to The Personal Florist is stored, offline, and secured by us. Under no circumstances do we sell, rent or otherwise disclose ANY personal information provided to us, by you.

Your Credit Card

We use PayPal to complete all transactions ensuring the safety and security of your credit card transaction. You can choose to “login” to your account to use your PayPal account or complete the transaction using your credit card.

What information do we collect?

We collect information from you when you register on our site, place an order, subscribe to our newsletter, respond to a survey or fill out a form.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

• To personalize your experience (your information helps us to better respond to your individual needs)

• To improve our web site (we continually strive to improve our web site offerings based on the information and feedback we receive from you)

• To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)

• To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.

• To administer a contest, promotion, survey or other site feature

• To send periodic emails

The email address you provide for order processing, will only be used to send you information and updates pertaining to your order unless you sign up for our mailing list.

Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

Gifts and Products

Shipping Policy

Address Changes

Please send all address changes to us by email at accounts@personalflorist.ca. If the order has already been processed, there will be a $5 handling charge to make the necessary corrections. If the order has already shipped, an additional shipping fee equal to the initial shipping fee will apply. PLEASE CHECK ALL ADDRESSES CAREFULLY before confirming your order.

Alcohol Gift Baskets

The Alberta Gaming and Liquor Commission has issued The Personal Florist a licence to deliver beer, liquor, wine, and champagne.

Our drivers and salespersons are “Pro-Serve” certified – and we take this seriously!  We will ensure that anyone who receives a gift basket from The Personal Florist is legally able to receive alcohol.  Only persons of legal drinking age can order from our website.  Alcohol purchased should be for the personal consumption of the gift recipient and not for resale.  As required by the AGLC, we will request proof of age and a signature certifying the age of the purchaser/receiver of alcohol.

The Personal Florist will comply with the rules and regulations as set out by the AGLC relating to this Liquor Delivery Service License.  

All wine, champagne, beer and liquor or liquor containing baskets sold by The Personal Florist will be charged a $15 delivery fee.

Delivery

Most deliveries are done via Canada Post or FEDEX. Deliveries are made between 9 and 6 EST Monday to Friday. Canada Post and FEDEX do not allow time specific deliveries for ground or express shipments (eg. by 1pm). Canada Post and FEDEX do not phone to arrange deliveries for ground or express shipments. Shipment times reflect business days. Canada Post and FEDEX are unable to call ahead to arrange delivery.

Hospital/Retirement/Colleges/and the like

The Personal Florist will not be held responsible for baskets that have been delivered to shipping and receiving, but not forwarded to the patient/student/recipient by the accepting facility. We recommend shipping to the persons' home if at all possible.

Non-Delivery/Re-Delivery

Courier will deliver to the address provided. Should they be unable to deliver the package(s) because there is no one to accept the delivery, they will leave a notice of delivery. The person to whom the gift is for may sign the note with instructions on where to leave the gift for a re-delivery attempt the following business day. Due to their nature, no such notice will be left at apartments or office buildings. After two attempts, the gift will be stored at their facility for a number of days (specified on the delivery notice) and after storage, if it is still not picked up, the gift will be returned to us. We will inform you immediately for further delivery instructions. An extra delivery charge will apply. If we do not hear back from you within 2 weeks of our contact, your basket will be disposed of and no refund will be given.

Canada Post will deliver to the address provided. Should they be unable to deliver the package(s) because there is no one to accept the delivery, they will leave a notice of delivery. Only the first delivery attempt is made. Anyone in the household may then pick up the package from the corresponding facility noted on the delivery notice, with ID. The package will be held at the Canada Post facility for a number of days (stated on the notice) until which it will be returned to us. As we will be charged with return shipping, extra delivery charges will apply. We will inform you immediately for further delivery instructions, extra delivery charges will apply. If we do not hear back from you within 2 weeks of our contact, your basket will be disposed of. No refunds will be provided for any reason, at any time for shipments or product using this method so you ship at your own risk. As long as you provide us with a valid email address, you will receive a tracking number for your order. Please go to www.canadapost.ca and enter this number to track your order.

Incorrect Address

If a gift or product is returned to us due to an incorrect address provided by you, we will contact you immediately for a correction, and the package will be re-shipped at an additional shipping fee. It is your responsibility to provide us with a complete and correct address. Please check your addresses carefully! (Including a daytime phone number where the recipient can be reached is highly recommended.)

NSR (No Signature Required)

We will, if requested by you, leave a gift on the porch or by the back door with a "NO SIGNATURE REQUIRED" sticker. However, we assume no responsibility for the package against theft, weather, or any other occurrence, once the package has been left in the requested location.

Delivery Tracking

As long as you provide us with a valid email address, you will receive a tracking number for your basket. Please go to www.fedex.com or www.canadapost.ca and enter this number to track your order.

Shipping Policy-Canada Post

We use Canada Post for shipping to PO Box addresses and RR addresses within Canada. Deliveries are made between 9 and 6 EST Monday to Friday. Canada Post does not allow time specific deliveries (eg. by 1pm). Canada Post does not phone to arrange deliveries. Delivery times (eg. 2 days) are estimates and are not guaranteed. Shipment times reflect business days. Shipping to remote locations in Canada may require more time and an increase in shipping costs. You will be contacted for approval if additional fees are necessary. We will not be held responsible for delays due to weather or other acts of God. If a package is returned to us, we will be charged for return shipping, this charge will be passed on to you and your credit card will be charged this amount. No refunds will be provided for any reason, at any time for shipments or product using this method so you ship at your own risk. As long as you provide us with a valid email address, you will receive a tracking number for your order. Please go to www.canadapost.ca and enter this number to track your order.

Substitutions

The Personal Florist always strives to deliver your gift baskets to the exact specifications of the listed items on our web site. We do our best to keep the web site up to date with seasonal available items, and to only show those baskets that are currently in stock (it will be noted if it is sold out). Sometimes we unfortunately have to deviate from the exact image as shown. However, when we have to substitute, the item is always substituted with another that is of the same or better quality and type. We do our best to ensure the substitute matches the colour coordination and basket type of your order.

Claims

All damage claims, discrepancies and late delivery claims must be made within 3 business days of the gift being received. There will be NO exceptions to this policy. If a gift arrives damaged or there is a discrepancy The Personal Florist will make every effort to resolve the issue in a timely manner and to your satisfaction. Credits and or refunds will be at the sole discretion of The Personal Florist and will only be issued if damaged gifts or discrepancies can be verified by the carrier. Do not dispose of the gift before we can verify the damages/discrepancy as we will not issue any refund. All claims must be issued in writing by email. Claims will not be accepted via the phone.

Return Policy

Single orders, which are cancelled after they have been built are subject to a 20% restocking fee. Multiple orders which are cancelled after they have been built are subject to a 50% restocking fee.

All damaged shipments must be reported within 3 business days. We will make every effort to replace damaged items within this time, however we cannot be responsible for damage not reported within this time frame. Please keep all damaged merchandise and packaging as it may be requested by the carrier.

Any goods returned to The Personal Florist without prior authorization will not be refunded. The shipping costs of unauthorized returns will not be refunded. All goods authorized for return by The Personal Florist must be in their original box and in good condition. No credits or replacements will be processed until the returned merchandise is received by us. Shipping and handling charges are non-refundable.

We currently do not ship to the USA or internationally.

All orders cancelled after the credit card has been processed are subject to a $5.00 cancellation fee.

Products that are returned to us, because we have been unable to deliver them for any reason (including incorrect address/phone number, recipient is not available, etc.) are non-refundable.

Due to their nature, all holiday baskets, unless damaged, are non-refundable.

Floral Designs and Arrangements for Weddings, Anniversary, Debuts, Corporate Events, etc.:

For Refunds and Cancellations, please refer to your event contract.

Substitutions

The Personal Florist always strives to deliver your arrangement to the exact specifications of the image on our web site. We do our best to keep the web site up to date with seasonal available flowers, and to only show vases we keep currently in stock. Sometimes we unfortunately have to deviate from the exact image as shown, and this page is meant to explain our process of decision making. The decisions break down into two categories, Minor Substitutions and Major Substitutions.

Minor Substitutions

Minor substitutions are required from time to time. If we are concerned of a change, you will be contacted immediately and multiple attempts will be made if we are unable to do so. If possible, a message will be left to let you know of the alteration.

Examples of Minor Substitution

• Sometimes flower colours need to be rotated, ie. Pink Gerberas and Yellow Alstromeria are changed for Yellow Gerberas and Pink Alstromeria. The Substitution is minor because the Flowers used in the design hasn't been changed, and the the Balance of Colours remains the same. Please let us know if a particular flower HAS to be a particular colour in the composition.

• Sometimes we will replace a flower with a fancier flower at no extra cost, for instance if Pink Spray Roses are unavailable, we may replace them with LS Roses at no extra cost.

• Sometimes a container has to be switched for a very similar container, for instance a 6" clear glass cylinder will be replaced with a 7" or 8" clear glass cylinder. A small plastic dish could be changed for a small wicker basket of the same dimensions and colours. A change in Colour of container would be a major Substitution and you should always be contacted first.

Major Substitutions

Major Substitutions are rarely required, but we will contact you in every way that is available to us (email, phone, etc) and we will confirm the change with you before we fill the order.

Examples of Major Substitutions:

• Changes in shape or colour of container for flowers

• Change of colour or flower in the primary flower of an arrangement (White Roses instead of Pink)

• Change in type of flower in a key position, (Yellow Gerberas instead of Sunflowers)

Special Occasion Flower Arrangements

No Returns, Refunds or Cancellations on Special Occasion Flower Arrangement Orders. All arrangements are hand-delivered to ensure recipient receives their flowers. However, if after arrangements are made with the recipient for delivery and the recipient has not followed through with delivery arrangements made (after two attempts), they will be informed that pick-up is required. Once informed of pick-up, it is up to the recipient to obtain the flowers as soon as possible for freshness. We cannot be held liable for freshness once pick-up is required as it now depends on the recipient. We cannot be held liable for damages once recipient receives order.

Substitutions

See above: Floral Designs and Arrangements for Weddings, Anniversary, Debuts, Corporate Events, etc.

Re-Delivery

Once we’ve made an attempt to deliver your gift, we leave a delivery notice on the recipient’s door and wait 24 hours for their response (please note we are not liable whether they see it or not). Should we not receive one in that time, we contact the recipient if possible and leave a message if possible, and/or we may contact the purchaser. We may not contact the recipient again thereafter. Should another 24 hours pass before they contact us, the gift is considered delivered. They may pick up their gift, should they contact us thereafter, but it may be restocked for reselling. Should we re-deliver and no one is there to receive it again, we will leave a notice but we consider it delivered and will return the gift to the store. At our discretion, we may restock the gift for reselling.

Substitutions

We will not make any substitutions for your centerpiece kits without your expressed permission.

Our delivery policy for centerpiece kits are the same as for gift baskets (we use FEDEX and Canada Post).

DAMAGES

We are not liable for any damages should any products you receive or purchase cause damage to yourself or your assets and belongings. Regarding our Products, including Flower Arrangements, Edible Arrangements, Candle Products, Gift Baskets and Add-On products, we are not liable for any damage incurred directly or indirectly by any of the products in the Gifts and/or Products or from the Use of any of the Gifts and/or Products to yourself or your assets and belongings.

All orders cancelled after the credit card has been processed are subject to a $5.00 cancellation fee.

We reserve the right to change, amend, update or cancel this policy at anytime without notice.

OPERATING HOURS:

Monday - Wednesday 10:00 - 6:00

Thursday - Friday 10:00 - 6:00

Saturday 10:00 - 6:00

Sunday 11:00 - 4:00

We are always closed:

New Year’s Day, Easter, Civic Holiday, Canada Day, Labour Day, Thanksgiving, Christmas

We service the following Postal Codes for Flower Delivey: T9H 2A5, T9K 0T5, T9H 2S4, T9J 1H4, T9H 4B6, T9K 2P3, T9K 0C3, T9H 4Y6, T9H 1A9, T9H 4H7, T9K 2W6, T9H 4X2, T9H 2P9, T9K 2J8, T9H 1K7, T9H 4N8, T9K 2P9, T9H 5H1, T9H 1L2, T9H 1M3, T9K 1G9, T9H 3C1, T9K 0C2, T9K 0H3, T9K 2V8, T9K 2H9, T9H 2K5, T9K 0P7, T9H 4A2, T9H 4S6, T9K 2H6, T9H 5R7, T9H 2N8, T9K 2A6, T9J 1K2, T9H 1R7, T9H 5C1, T9K 0X2, T9J 1A4, T9K 1B7, T9H 2V6, T9H 1H5, T9H 2Z8, T9H 4V8, T9H 2A3, T9J 1K1, T9K 0B9, T9K 1E7, T9K 0T4, T9H 5H5, T9H 5E1, T9K 2N5, T9H 1V4, T9H 1T8, T9H 4B3, T9H 4Y3, T9K 2R8, T9H 1P8, T9H 2H5, T9H 2V9, T9H 1H2, T9J 1H2, T9K 0J8, T9K 0N6, T9K 2J4, T9H 4S4, T9H 3G2, T9J 1H9, T9H 3H8, T9H 1N1, T9J 1J9, T9H 1B2, T9K 2K2, T9K 2E6, T9J 1C2, T9K 0E9, T9K 0R3, T9H 3W1, T9H 4N3, T9H 1L3, T9H 1P2, T9H 3V3, T9K 2A2, T9K 2S5, T9H 5L9, T9K 1L2, T9H 2G3, T9K 2W5, T9H 4K1, T9J 1K9, T9H 1R8, T9H 1Z8, T9H 4Z6, T9H 2S2, T9J 1G3, T9H 2H1, T9K 2G3, T9H 1Z1, T9H 2L4, T9H 0A5.