1. Delivery Zones & Fees

Flower Empire delivers across the GTA. Delivery fees are calculated at checkout based on the recipient’s postal code and distance from our North York studio.

• North York, Thornhill, Willowdale, Lansing: from $9.99
• Toronto (downtown, midtown, East York, Etobicoke, Scarborough): from $14.99
• Richmond Hill, Vaughan, Markham, Aurora, Newmarket: from $19.99
• Mississauga, Brampton, Oakville, Pickering, Ajax: from $24.99
• Outer GTA & special routes: quoted on request — contact us before ordering

Free local pickup is always available from our North York studio at no charge.

2. Same-Day Delivery

To qualify for same-day delivery, your order must be:

• Placed and paid for before 1:00 PM local time
• Within our standard GTA delivery zones
• Placed on a day we are open (Sunday, Tuesday, Saturday — 9:00 AM to 9:00 PM)

Orders placed after 1:00 PM, or on a day we are closed (Monday, Wednesday, Thursday, Friday), will be scheduled for the next available delivery day.

3. Delivery Windows

Standard delivery windows are:

• Morning: 10:00 AM to 1:00 PM
• Afternoon: 1:00 PM to 5:00 PM
• Evening: 5:00 PM to 9:00 PM

Specific time requests (for example, “deliver at exactly 2:30 PM”) cannot be guaranteed but we will do our best. For weddings, funerals, and event deliveries we offer timed slots — please book at least 48 hours in advance.

4. Holiday & Peak-Season Delivery

During major holidays (Valentine’s Day, Mother’s Day, Christmas, New Year, Nowruz) delivery volume is significantly higher. To guarantee delivery:

• Order at least 48–72 hours in advance for peak holidays
• Same-day delivery may be paused or surcharged on the holiday itself
• Delivery windows widen to full-day windows (9:00 AM to 9:00 PM)
• Substitutions may apply — see our Return & Substitution Policy

5. Recipient Not Home

If the recipient is not available at the delivery address, our driver will:

• Leave the arrangement in a safe, shaded spot (porch, lobby, concierge, reception) when conditions allow
• Hand off to a neighbour or building staff with the recipient’s permission
• Contact the recipient or sender by phone if there is any concern about temperature, theft, or building access

If we cannot safely leave the arrangement and the recipient cannot be reached, the order will be returned to our studio. A re-delivery fee of $15 applies for a second attempt. We are not responsible for arrangements left at the correct address per the sender’s instructions.

6. Apartments, Condos, Offices & Hospitals

For high-rise buildings, hospitals, schools, and offices please provide:

• Full street address, unit/suite number, and buzzer code
• Recipient’s phone number (we will not call unless necessary)
• Floor, ward, or department for hospital deliveries
• Business hours for office deliveries

Hospitals: please confirm the recipient is still admitted before ordering — many hospitals will not accept deliveries for discharged or ICU patients. We are not responsible for arrangements refused by hospital staff.

7. Incorrect Address

Please double-check the recipient’s address at checkout. If an order is undeliverable because of an incorrect or incomplete address provided by the sender, a re-delivery fee of $15 applies for the corrected address. No refund will be issued for the original delivery attempt.

If you notice an error, contact us immediately at (416) 388-0409 — we can update the address before the driver leaves the studio at no charge.

8. Weather & Force Majeure

In the event of severe weather (snowstorms, ice storms, freezing rain, extreme heat) deliveries may be delayed by one business day to protect both the flowers and our drivers. We will contact you proactively if your order is affected. Refunds are not issued for weather-related delays, but we will reschedule at no extra cost.

We are not liable for delays caused by traffic, road closures, accidents, building lockouts, public-health restrictions, or other circumstances beyond our control.

9. Cancellations & Changes

To cancel or modify a delivery:

• More than 24 hours before delivery: full refund or free reschedule
• Less than 24 hours before delivery: 50% refund if the arrangement has not yet been prepared; no refund once design has started
• Once the driver has left the studio: the order cannot be cancelled

All cancellation and refund details are described in our Return & Substitution Policy.

10. Delivery Confirmation

We send an email and/or SMS notification when the driver leaves our studio and again when the arrangement is delivered. For privacy reasons we do not photograph the recipient, but we can provide a photo of the delivered arrangement at the door upon request.

11. Pickup Orders

You are welcome to pick up your order in person at our North York studio. Pickup is free of charge. Please wait for our confirmation email before arriving — same-day pickup orders typically need 2–3 hours of preparation time.

Pickup address: 126 Willowdale Ave, North York, ON M2N 4Y2
Pickup hours: Sunday, Tuesday, Saturday — 9:00 AM to 9:00 PM

Flower Empire reserves the right to update this Delivery Policy at any time. The most current version is always available at flowerempire.ca/delivery-policy.