Policy
TFS's Redelivery, Account Credit and Refund Policy
We have a fantastic team that conducts several quality checks to make sure we send the most beautiful arrangements. We hold ourselves to a higher standard here at TFS and delivering flowers that aren't up to par definitely does not fit within our standard. Delivering fresh, beautiful flowers to your recipient is our number one priority.
On those rare occasions when there is an issue with your order, we will do our best to make things right by providing a solution that works for you and your recipient.
We evaluate every claim on a case-by-case basis. If requesting a quality-based redelivery, refund or credit, we will kindly ask for your support in helping us address this issue with our internal team and partners by requesting a photo of the arrangement. Quality is Queen at TFS, and one way we can make meaningful improvements is to ask our customers to help document when we get it wrong so that we know exactly how to fix it moving forward.
All orders may be corrected 1 hour prior to placing it. Once an order is passed to our fulfillment team and production has started, no changes can be made at that time. Depending on several factors, including individual lead time, production time and transit time, your order may pass to fulfillment as early as 2 days before the delivery window.
FAUX FLOWERS
The TFS Promise: Mother Nature might not grow to Pantones but these man-made bits and blooms are manufactured according to our specs so what you see is what you get! In the (hopefully unlikely!) event that you would like to return your faux headstone saddle arrangement, please contact our customer service department within 3 days of receiving your product. You will have 7 days to complete the return. No refund or store credit will be issued after this time.
FRESH FLOWERS
REDELIVERY POLICY
Our promise to you and your recipient is to always ship the freshest, highest-quality stems we can source from our growers. In order to stay committed to quality (and because we work with Mother Nature) this occasionally may mean we need to make a substitution for color and even flower choice. Please note that while we cannot guarantee the exact color or what the exact flower varieties will be, we do guarantee that your specific blooms will be fresh, and beautiful and that you or your recipient will love them!
If your order does not arrive fresh and beautiful you may be eligible for a complimentary redelivery. Some of the reasons why we would consider redelivery include:
- The order was damaged/delayed in transit and arrived in poor condition.
- For customer-based errors (incorrect/incomplete address, timing, etc.) we will redeliver the product at a 50% discount off the original price.
All redelivery requests must be submitted within 60 calendar days of the delivery date to be considered.
ACCOUNT CREDIT POLICY
In some circumstances, you may be eligible for a full or partial account credit that you can use on a future order. Some of the reasons for issuing an account credit may include:
- Forgot to use the valid discount code you were provided
- Missing add-on item
- Quality issues when redelivery will not work
All requests for account credit must be submitted within 45 calendar days of the delivery date to be considered.
REFUND POLICY
While all sales are final, we understand that occasional issues can happen where you may be eligible for a full or partial refund. Our customer service team is happy to assist you in resolving your issue. Some reasons for issuing a full or partial refund may include:
- The order was damaged in transit
- The order arrived after the delivery window
- The order had quality issues not caused by weather delays or other events
- The order is canceled by the customer due to unforeseen circumstances
PLEASE NOTE: Photo documentation is required for quality-related refunds.
Orders where the customer has incorrectly entered the delivery address and/or the package has been delayed by circumstances out of our control (weather, natural disaster, etc.) are not eligible for a refund.
All refund requests must be submitted within 30 calendar days of the delivery date to be considered.