Return and Refund Policy

We want every Skyline Flowers order to feel special from the moment it is placed to the moment it arrives. Our team prepares fresh flowers and gifts with care, and this policy explains how we handle freshness concerns, delivery questions, order changes, substitutions, and refunds.

Our customer satisfaction guarantee

We stand behind the freshness and quality of our flowers. If something is not right with your order, please contact us so we can review it and work toward the best solution.

Our flowers come with a 48-hour freshness guarantee. Please contact us within 48 hours after delivery and have your order number ready. Photos and a short description of the concern help us respond quickly. Depending on the situation, we may arrange a replacement, store credit, partial refund, or full refund.

Your order confirmation

After you place an order online, you receive an immediate receipt that you can print or keep for your records, along with an email confirmation. Please check the recipient name, delivery address, delivery date, product, card message, and contact details right away. Tell us immediately if anything needs to be corrected.

Once your order is prepared, we may send an email confirming that it has been arranged for delivery. Please check with the recipient when possible. If you need help confirming a delivery or reporting a concern, contact us on the next business day after the scheduled delivery.

Cancellations and changes

If you need to change or cancel an order, contact us as soon as possible. We will do our best to help when your request reaches us before preparation begins.

Because our products are fresh and often made for a specific order, changes or cancellations may not be possible once preparation has started, same-day production has begun, a custom design has been confirmed, or the order has been dispatched. During busy times such as Valentine's Day, Mother's Day, holidays, and weekends, preparation may begin soon after an order is placed.

Substitutions and handcrafted design

Every arrangement is made by hand, so small differences from a photograph are natural. Flower varieties, colours, bloom stages, containers, vases, plants, balloons, plush items, fruit, gourmet products, and other gift components can vary with local and seasonal availability.

If a requested item is unavailable, we may choose a similar item of equal or greater value. We will make every reasonable effort to keep the arrangement's overall look, colour direction, style, occasion, and value. Normal handcrafted variations and substitutions that preserve the order's overall value are not grounds for a refund.

Delivery details

Same-day delivery is available in eligible areas for orders placed by 2:00 PM local time Monday through Friday, by 12:00 PM on Saturday, and by 12:00 PM on Sunday in selected cities. Delivery times are estimates. We cannot always promise a specific morning or afternoon delivery, but we will do our best to meet a time-of-day request whenever possible.

Weather, traffic, road closures, building access, hospital or facility procedures, recipient availability, time zones, holidays, and high order volumes can affect delivery timing. When direct delivery is not possible, our driver may leave the order with a reception desk, concierge, front desk, mailroom, or another suitable person or location.

For holidays and important events, we recommend ordering early. During peak periods, routes may take longer while our team works to complete every delivery.

Address and delivery attempt concerns

Please provide complete and accurate delivery details, including the recipient's name, address, apartment or unit number, buzzer or access information, and a reachable phone number.

If an address is incorrect or incomplete, the recipient is unavailable, access is restricted, or delivery cannot be completed safely, a new delivery attempt or an additional delivery charge may be needed. After a delivery attempt, the flowers or other products may already have been used, and the delivery work may already be complete, so a full refund may not be available.

For an incorrect-address or delivery-attempt concern, please contact us within 24 hours of the attempt. Include your order number, what happened, and photos or other helpful information when available. We review each situation individually. If the product is still reusable, we may offer a partial refund, replacement, or store credit based on the product condition, work completed, and circumstances of the order.

Missing, damaged, or incorrect orders

If your order is missing, arrives damaged, contains the wrong product, or has a freshness concern, contact us as soon as possible and within the 48-hour freshness window. We may review the order details, preparation records, delivery information, delivery confirmation, photographs, and messages from the sender or recipient before deciding on a replacement, credit, partial refund, or full refund.

A delivery confirmed to the address provided at checkout may be treated as completed when accepted by the recipient, a receptionist, concierge, front desk, mailroom, care facility, business staff member, neighbor, or another person reasonably available to receive it.

Refunds and delivery charges

Approved refunds are returned to the original payment method within 3–5 calendar days after approval. The time for the credit to appear depends on the payment provider or financial institution.

Delivery charges may not be refundable after a delivery attempt. Additional delivery or redelivery charges may apply when an order cannot be completed because of incorrect information, recipient unavailability, restricted access, or a requested delivery change.

Refunds are limited to the amount paid for the order. We do not refund normal variations in handcrafted arrangements, approved substitutions, recipient refusal, or delays caused by circumstances outside our reasonable control. Any discretionary refund or credit is considered for the individual order and does not guarantee the same outcome for another order.

Contact Skyline Flowers

We are happy to help with questions, changes, delivery concerns, and refund requests. Please include your order number whenever you contact us.

Phone: (416) 789-1001
Email: skylineflowers.ca@gmail.com
Website: https://www.skylineflowers.ca/

Thank you for choosing Skyline Flowers. We appreciate your business and the opportunity to be part of your special moments.