If any customer claims an order was not delivered, we ask that we are given at least 24 hours to investigate and to determine what has occurred. In many cases, delivery was attempted but either the recipient was not home/office and/or no neighbors were available to accept the order.

If it is determined that FFZO did not make the delivery attempt, it is our policy that we will provide you with a refund.

If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement, the recipient should contact FFZO who made the delivery. In almost every case, FFZO will gladly replace the arrangement. To request a replacement, FFZO must be contacted within 24 hours of the delivery. Bear in mind that flowers and plants are perishable. Proper care is required. It is the responsibility of the recipient to follow any care instructions provided by FFZO. No refunds or replacements will be made for any order should the recipient or sender not notify FFZO within 24 hours of the original delivery date.

“Substitutions Allowed” – We strive to ensure your bouquets are always fresh, beautiful, and consistent with your order. However, flowers are seasonal products and subject to availability from orchards and farms. Substitution may be necessary to ensure your order arrives on time, i.e. a specific basket, vase, soft toy, etc. Our florists will substitute a similar element of equal or greater value. Our florists will consult and inform you prior to the substitution. Should the main bloom of a product be no longer available, we will contact you and work out a suitable substitution/replacement. We will only substitute with flowers of an equal or superior look/feel and value. Filler flowers are what give the bouquet body and volume, but are similarly subject to the season. We will do our utmost to preserve the same style and aesthetic as the original. Rest assured the bouquet will look as beautiful as always. When a customer allows substitutions, this means that the sender is allowing FFZO to use flowers or flowers they have on-hand to work with while trying to keep the arrangement as similar as possible. This may mean that the recipient does not necessarily receive an arrangement identical to what is pictured though every effort is made to do so.

FFZO is not responsible for any order where the recipient refuses to accept the item. FFZO will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.