Returns & Refunds Policy
We have been shipping calla lily flowers for over 10 years! We have shipped flowers to tens of thousands of brides, event planners and florists. Out of experience, we know that the likelihood of you experiencing a problem with your flower shipment is very slim!
However, we understand that there can be some apprehension about ordering fresh flowers online, especially when they are for an important event or a wedding. We hope that our Flower Guarantee will put some worries to rest.
OUR FRESH FLOWER GUARANTEE:
- All our orders are individually processed and hand-packed at the farm level. At no point are our flowers warehoused or brokered! Every order is guaranteed farm fresh! Our customers should expect only the highest quality fresh cut flowers and first class service with every order.
- We guarantee that that all flowers sold are true to name, color range and stem length, that they are of commercial quality, and that they arrive in good shape and without defect, or your money back. Please inspect your flowers immediately upon arrival and report any flower damage or other concerns the SAME DAY that your flowers arrive. As flowers are a perishable product, we are only able to extend a credit or refund when the claim is made on the day the product arrives. If for any reason you are not satisfied with a box of flowers, please contact our Customer service department by phone at (800) 533-8573 the same day the product arrives.
- In the rare case that your flowers are damaged upon arrival, you can choose to have us either re-ship fresh flowers overnight at no cost, or take a full refund. First just email us images of the damaged flowers. Second, after talking with us, replace the flowers in the box that they came in and set them outside by the front door. We will arrange for FedEx to pick them up and return them to us.
- Substitution Bonus: It occasionally happens that the flowers you ordered become unavailable due to poor climate, or other natural causes. If this is the case, we will do our utmost best to let you know as far in advance as possible. We will also find a substitution of similar flowers or colors that are the closest match to the flowers you need. In order to compensate you for your trouble, we will send you additional bonus flowers or upgrade your flower selection at no extra cost. If you are not happy with the substitution options, you may of course simply choose to cancel the order and receive a full refund.
OUR REFUND TERMS & CONDITIONS:
- In order to qualify for refund or reshipment, we must receive images of your flowers the same day that they were delivered. All claimed product must be shipped back to us within 1 day of receipt. You can contact us to arrange a FedEx pickup for your flowers, so all you have to do is set the box of flowers on your doorstep.
- In case of missing flowers, you MUST notify us within 4 hours of product arrival. All orders must be inspected upon arrival. Please report any damage or defects to the flowers immediately. If you are not satisfied with your purchase from Pacific Callas due to flower damage, you may request a refund or credit of the product(s) purchased. Refunds are limited to the amount of purchase and do not include shipping and box and handling charges. Complaints concerning part of the order supplied cannot be a cause for rejecting the entire order. Pacific Callas will only extend a credit or refund when the claim is made on the day the product arrives. We do not process claims made after 24 hours of receipt. After expiry of the terms mentioned above, customer is deemed to have approved the products delivered.
- Our guarantee does not include minor imperfections on the flowers such as small spots, streaks, or slight color shade variations.
- We are not able to guarantee color shade matches. If you have a very specific color palette, please know that fresh flowers are hard to match exactly. Flowers are a natural product with variance from season to season.
- Flowers are a product of nature and we are not able to guarantee their precise dimensions. Our guarantee does not cover flowers are slightly smaller or larger than expected, for example most mini calla lilies are 1 to 2 inches in diameter but some may be smaller or larger.
- Fresh flowers and prices are based on availability and are subject to change due to weather and market conditions.
- We highly recommend our customer or their representative be present at the time of delivery. It is not our responsibility if you miss the delivery and the flowers arrive damaged because of excessive travel time. Pacific Callas will not be responsible for lost or stolen packages, damage to the product during delivery, or FedEx delays.
- As we make every effort to ensure your flowers are delivered on time we can not control the shipping carrier so in turn we are not responsible for carriers late deliveries.
- We are not responsible if you mishandle the flowers. Care instructions are available on our website as a courtesy but it is the customer responsibility to know how to handle the flowers. Never use walk in coolers, freezers or home refrigerators as these are not suited to fresh flower storage and can damage your flowers.
Order cancellation deadline is 2 weeks (14 days) prior to your requested delivery date and a cancellation fee of $35 will apply. Orders that are already dispatched may not be cancelled.