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Missing or Require Detail Changes.

Please go to Live Chat to talk to operator.

Please note that $10 administration fee will apply for any changes and updates requested after 1 hour upon placing the order.

Address Change

Please note that $10 administration fee will apply for any changes and updates requested after 1 hour upon placing the order.

Please go to Live Chat to talk to operator.

The policy allows for 1 hour after the confirmation time to make any changes or updates to orders
After which the order is being processed or in transit.
The policy emailed with the confirmation email and available on our website states that you have 1 hour to make any changes to your order without cancellation fees applying. This is determined by our system where notes are updated in our order history information with dates and times generated by the computer.

Please go to Live Chat to talk to operator if you still want to cancel the order

If you placed an order more that 1 hour ago:

Following cancellation fees will apply:
- $25 if canceled 36 hours before delivery
- total cost of the flowers or fruits if canceled 36 hours or less before delivery.

If you still want to cancel an order, please go to Live Chat to talk to operator.

Funeral Homes/Hospital Orders

- Hospitals and funeral homes will not accept bouquets without being in a vase. We add a vace for a fee of $9.99.
- Funeral homes require a full size sympathy card to ensure accuracy of the sender. We add a full size sympathy card for a fee of $2.99

Other Billing Issues

Please find copy of email with your order confirmation. Please double check all products in your order, delivery fees and taxes.

If you still claim descripency, please talk to Live Chat operator.

At Bloomex we are commited to customer satisfaction

At Bloomex we are engaged in a very complicated business: we manufacture floral arrangements from cut flowers, we sell it in retail and we provide service by delivering the product. It is a very complicated process and mistakes could happen.

Please contact our Live Chat operator to address your refund issue.

For all other inquiries not listed above,

Please contact our Live Chat operator to address your refund issue.

Orders for same day delivery must be entered before 1:00 p.m.

Orders placed after cut off time will be delivered the next available day as described in our delivery policy

We do not deliver on Sunday and Statutory holidays: New Years, Easter, Victoria Day, Labour Day, Thanksgiving Day, Christmas and Boxing Day.

Regular Delivery option

Shipments will be delivered between 9 AM to 5:00 PM for business addresses and between 9 AM to 6PM for residential addresses on the day you specify.

Flat fee of $9.99 will apply.

Morning Delivery option

Shipments will be delivered by 12:00 noon on the day you specify. Orders for morning delivery must be placed before 5.00 P.M (EST) on the day before the delivery date.

Flat fee of $13.98 will apply

Evening Delivery option

Shipments will be delivered between 6:00 PM to 9:00 PM on the day you specify.

Flat fee of $11.99 will apply

Specific delivery time (say by 2PM)

is possible for most delivery areas.

Please contact our Live Chat operator to place an order.

Please provide specific instruction how to act if recipient is not home.

If we did not receive instructions from you it is up to our driver discretion to:

- leave flowers at next door home
- leave flowers on the porch
- try to redeliver next day

Bloomex is different from traditional neighbourhood retail florists.

Our business model is similar to Dell Computers. We accept orders over the Internet and by telephone at our head office in Ottawa. Flowers are designed by our professionally trained floral designers at our own production facilities, located in major metropolitan areas across Canada. This is why we ensure order accuracy of all our orders. Because of high volume of orders processed daily and direct buying from growers, our flowers are fresher. Our efficiency and low overhead allow us to sell them for less. The result is fresher flowers at a better price.

Phone orders are taken by people. Flowers are made by people. Deliveries are done by people.

Unfortunately people sometimes make mistakes. This is why we are honest about mistakes and how we ensure all our customers are 100% satisfied.

Bloomex guarantees your satisfaction, however, if you are not satisfied there are policies in place to accommodate you.

Due to the perishable nature of our products, we only accept complaints regarding quality and returns up to 7 days following the delivery date.

To receive 100% satisfaction in case:

Dissatisfied with the Quality of Flowers:

As our flowers come fresh from growers, they are always fresh and beautiful. If flowers you received are not up to your standards, please send a picture of the received arrangement to wecare@bloomex.ca with the order number. We will resend a new product free of charge if the product sent was not of good quality.

Product Received is Not the Product Ordered:

If you have received different flowers than ordered, you need to send a picture of the received arrangement to wecare@bloomex.ca with the order number. Our able customer service representatives will look at the picture and easily be able to identify the product, as each of our bouquets is unique. We will resend the correct product free of charge if the product sent was incorrect.

Incorrect Address:

We are not responsible for incorrect addresses. In the case where an incorrect delivery address is provided, we will charge additional delivery fee of $9.99 for re-delivery. Due to perishable nature of flowers, failure to provide correct address within 24 hours after our notification of the incorrect address will result in order cancellation or additional charge for the cost of flowers or fruits if you wish to proceed with delivery.
Note: Please verify the information you provide as it allows us to better serve you.

Order information change:

All the changes and updates to the order should be done within 1 hour of placing the order.

Please double check all the information in your order. $10 administration fee will apply for any changes and updates requested after this 1 hour period.

Late delivery:

Orders late for morning delivery will be refunded the difference between morning delivery and regular delivery.

Orders placed after cut off time will be delivered the next available day as described in our delivery policy

Note: We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons. The delivery will occur on the next possible delivery date.

Our production facilities are serving for same day delivery Greater Toronto, Ottawa, Greater Montreal, Calgary and Greater Vancouver.
We are using overnight courier to deliver your order to locations outside of above areas.

Please note that your order for outside of our production facility areas may be delivered next business day if it was placed less than 24 hours before delivery. Please note, that we will not compensate late delivery in this case. We will do our best to deliver birthday, anniversary and funeral orders on the date you specified using overnight delivery or partner florists in the area.

We do not deliver on Sunday and statutory holidays. The order placed for delivery on Sunday will be delivered on Saturday or the following Monday.
Orders placed for delivery on holidays will be delivered the next available date.

Cancellation:

You may cancel the order any time. Please note that following cancellation fees will apply:
- $25 if cancelled 36 hours before delivery
- total cost of the flowers or fruits if cancelled 36 hours or less before delivery.

Substitutions:

Due to seasonal nature of flowers and order volume, we reserve the right to substitute with similar product of greater value. It is very unlikely since the vast majority of our orders are produced at our own production facility. For the year 2006, our substitution rate was 1.3%.

Following rules for substitution will apply:

Flowers
In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.

For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another color.

Plants

For green and blooming plants, similar plants may be substituted of 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.

Specialty Gifts

Specialty gifts may be substituted with another specialty gift of greater value and of similar theme and category

Delivery procedure

Residential addresses:

Please advise the recipient to be present at the time of delivery. If nobody will be available upon delivery, please provide us with instructions how to act in this case. If no person is present to accept flowers at the location, we will leave flowers by the door.

No refund or credit will be issued for stolen/non received goods.

Business addresses:

If recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery next possible day.

Please note that redelivery charge of $9.99 will apply.

Please note that due to perishable nature of flowers and fruits, additional surcharge may be required to redeliver your order on later day.

Request for a Full Refund:

Even though Bloomex is not a standard retailer, we have similar policies in place for refunds.
If you would like a complete refund because you are dissatisfied with the service and quality, we need our product to be returned.

In order to provide you with the best customer service, Bloomex will even send a driver to pick it up.
Pick up fee of $9.99 will apply. Please note that pick up address and delivery address must be the same.

Bloomex has a 99.7% customer satisfaction rate and we are continually working to improve this rate. We welcome and appreciate your feedback to help with this process.