Customer Service Policy

Our Guarantee 

Every order is important to us because we know how important it is to you. We work hard to please every customer with beautiful garden style flowers and exceptional service. Knowing that flowers are a perishable natural product and that floral arrangements and floral gifts are handmade, we make every effort to fortify our floral products and ensure the quality, accuracy, and beauty of our work. Many variables determine whether a flower will last as long as anticipated. Because we constantly seek ways to bring some of these variables under our control for improved floral performance, we welcome your comments and inquiries. Also, if you are not completely satisfied with the quality of one of our products, please contact us immediately and we will promptly take the appropriate action. 

We always do our best to accommodate our customers’ delivery needs.  However, we are not always able to guarantee delivery at a specific time of day, especially during busy holiday periods.  To request a specific delivery time, please type it into the Special Delivery Instructions field during checkout. Before major holidays, we strongly recommend that you place your orders several days in advance.  
 
Taxes are based on prevailing rates in the area of our store location. 

Please note that all prices are presented in USD unless otherwise noted. 

 

Funeral Arrangements 

Funeral arrangements typically require additional lead-time. If your sympathy or funeral order requires delivery at a specific time of day, please try to let us know several days in advance so we can best accommodate your needs. We do not delivery on Sundays, but can almost always arrange for flowers to be delivered on Saturday afternoon for a Sunday funeral service. 

 

Delivery to Hospitals 

We are experienced at making deliveries to hospitals. When placing your order, please be sure to include the hospital name and address, the name and room number of the recipient. We will send your gift in accordance with facility procedures, as most hospitals do not allow florists to personally deliver to individual rooms. Please note that many ICU patients are not permitted to receive flowers. Please check with the hospital before placing your order. 

 

Recipient Not Home 

If No One is Home:  Depending on the delivery location, if the recipient is not available at the time of delivery, the delivery person may leave the gift in a safe place for the recipient to retrieve when they return, such as in a shaded spot near the front door. If weather doesn't permit the arrangement to be left safely, we will let the customer who placed the order know that delivery was attempted and a redelivery fee may be required. 

Recipient Maybe Contacted: In some cases, the florist may contact the recipient to ensure s/he will be home to accept the delivery. 

Substitution Policy 

Fresh Flowers:  We are committed to delivering your flowers on time and as fresh and beautiful as possible. Because of the nature, seasonality, and regional availability of flowers it is often necessary to make substitutions of equal or greater value. We will make every effort to maintain the "look and feel" of the arrangement by considering the overall shape, size, style, and color combinations. 

Plants: For green and blooming plants, similar plants may be substituted of equal or greater value. For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color. Containers for plants will be as close as possible. 

Gift Boxes: Substitutions within a gift box may be made with items of greater or equal value if necessary to guarantee freshness and timely delivery.

Substitutions for Special Occasions: Due to the importance of delivering orders for special occasions, such as funerals, birthdays, and anniversaries, on specific days, we may make a substitution of equal or greater value to ensure timely delivery, if the flowers/gift items you requested are not available, and we are not able to contact you via the phone number(s) or email address you provided us. 

Data Privacy: By ordering from our website customer data such as name, address, email, phone number, and credit card will be securely saved within the order itself for processing purposes. If an account is created when checking out, the system will save this information to expedite future purchases. Checking out as a guest will cause the system to not retain this data outside of what is necessary for processing the specified order.

  

Cancellations + Replacements: To provide you with the best possible service, you can cancel your order at anytime prior to delivery. This does not apply to custom orders which are considered final sale and cannot be canceled or refunded in most cases. If your non custom gift is en route or delivered, we will be unable to cancel the order. To cancel an order, please call our store at (713) 637-4477.

 

Returns/Refunds: As the purchaser of items, the purchaser agrees that: All floral sales are final. As flowers are a perishable item, returns are only accepted under the following circumstances:

All issues must be indicated to us within 24 hours of delivery by calling (713) 637-4477 or emailing orders@freedomfloral.com — if you are calling after hours, please leave a message with your phone number and we will call the next business day.

We will happily replace any damaged item, which may have had its quality affected during delivery.
As items are perishable, we do not issue refunds, however if the issue cannot be resolved, an in-store credit may be available.


Returns are accepted on a “quality” basis only — issues of “not liking” the arrangement are not grounds for a return.


As flowers are perishable, it is the recipient’s responsibility to follow the care instructions provided with the arrangement to ensure the longest possible life for the flowers. Lack of proper care (especially a high water level in the vase) is the most common cause for flowers that do not last as long as expected. 


Style preferences are not grounds for returns.


As all flowers are not always in season, or not in stock, we reserve the right to substitute blooms with a similar “look” and feel without prior consultation. We will do our utmost to make the arrangement as close to the advertised picture as possible. If you require a specific product, please call and check for its availability.


Delivery times are generalized to “morning” and “afternoon” deliveries. If you require a timed delivery, please call and speak with our designers to make those arrangements.


It is your responsibility, as the sender, to ensure that the recipient will be at the location of the delivery on the date of delivery. If the recipient goes home early (if delivered to a workplace) or is out of town (for home deliveries), unbeknownst to us, we will be unable to provide a refund or exchange.

 

Changes to Terms + Questions

We work hard to ensure that you receive excellent service. If, at any time, you experience problems with an order or have questions regarding these policies, please contact us by calling (713) 637-4477 or emailing orders@freedomfloral.com.