Delivery, Substitution & Refund Policy
At VIP Floral, every arrangement is individually handcrafted using fresh, natural flowers. Because flowers are seasonal and perishable, availability, color, size, appearance, and lifespan may vary.
By placing an order with VIP Floral, the purchaser acknowledges and agrees to the following policies.
1. Flower & Product Substitutions
VIP Floral will make reasonable efforts to create an arrangement consistent with the style, approximate size, value, and overall appearance of the product ordered.
However, flower availability changes daily due to seasonality, supplier inventory, weather, transportation, market conditions, and the amount of notice provided.
When necessary, VIP Floral may substitute:
A flower variety with another flower of comparable quality and value;
An unavailable flower color with another available color;
Greenery or accent flowers with comparable alternatives;
A vase or container with one of comparable style, size, and value; or
Other decorative materials when the original item is unavailable.
We will make reasonable efforts to preserve the overall style and color palette whenever possible.
For example, if white hydrangeas are unavailable, another available hydrangea color or another comparable flower may be used when necessary to fulfill the order.
Substitutions may be made without prior customer approval, particularly for same-day, rush, last-minute, and orders received near or after our ordering cutoff.
If a specific flower variety, exact color, container, or other element is essential and no substitutions are acceptable, please contact VIP Floral before ordering to confirm availability.
2. Product Photographs
Website photographs represent the general design and appearance of our floral products.
Because flowers are natural and each arrangement is handcrafted, the delivered product will not necessarily be identical to the photograph.
Natural differences in flower shade, size, maturity, shape, and placement are normal.
3. Same-Day & Rush Orders
Same-day delivery is subject to flower inventory, staffing, delivery capacity, recipient availability, and the time the order is received.
Orders received after our posted same-day cutoff are not guaranteed for same-day delivery.
Requests for delivery “ASAP,” “within one hour,” “as soon as possible,” or at an exact time are requests only unless VIP Floral expressly confirms the delivery time.
Rush and last-minute orders may require additional substitutions because of limited inventory.
4. Delivery Times
Unless expressly guaranteed by VIP Floral, delivery times and requested delivery windows are estimates.
Traffic, weather, road closures, security procedures, hotel/casino restrictions, convention access, venue requirements, recipient availability, and other circumstances may affect delivery timing.
5. Recipient Not Available
If the recipient is unavailable, VIP Floral may, when reasonably appropriate:
Leave the arrangement in a reasonably safe location;
Leave it with a neighbor;
Leave it with a receptionist, front desk, concierge, bell desk, security desk, office, or other authorized person;
Contact the recipient or purchaser; or
Return the arrangement to VIP Floral if it cannot reasonably or safely be left.
An additional delivery fee may apply if another delivery attempt is necessary.
6. Hotels & Casinos
Hotels and casinos establish their own security and delivery procedures.
VIP Floral cannot guarantee direct delivery to a guest’s room.
Flowers may be delivered to a bell desk, concierge, front desk, security department, convention receiving area, loading dock, or another location designated by the property.
Once an arrangement has been accepted by authorized hotel, casino, or venue personnel, VIP Floral considers the delivery completed.
VIP Floral is not responsible for subsequent delays or handling by the property after acceptance.
Customers should provide the recipient’s full name as it appears on the hotel reservation, a working telephone number, and room information when available.
7. Hospitals, Businesses & Venues
Hospitals, offices, convention centers, event venues, gated communities, and other facilities may restrict deliveries.
Delivery to an authorized receptionist, employee, security representative, receiving department, or location designated by the facility will constitute completed delivery.
8. Incorrect or Incomplete Information
The purchaser is responsible for providing accurate recipient and delivery information.
If incorrect or incomplete information prevents successful delivery, the order is not automatically eligible for a refund.
An additional delivery charge may apply when corrected information requires another delivery attempt.
9. Non-Delivery Claims
If a customer reports that an order was not delivered, VIP Floral must be given up to 24 hours to investigate.
We may review delivery records, photographs, driver information, communications, and information from the recipient, hotel, business, venue, neighbor, receptionist, or other person who may have accepted the delivery.
If VIP Floral determines that we failed to make the required delivery or delivery attempt, an appropriate resolution will be provided, which may include redelivery or a refund.
10. Recipient Refusal
If a recipient refuses an arrangement that was prepared and delivered according to the purchaser’s instructions, the order is not automatically eligible for a refund.
Fresh flowers are perishable and generally cannot be resold after preparation and attempted delivery.
11. Fresh Flower Lifespan & Care
Fresh flowers are natural, perishable products. VIP Floral does not guarantee that flowers will remain fresh for a specific number of days.
Flower longevity depends on flower variety, temperature, water quality, environment, handling, and care.
For best results:
Keep flowers in a cool indoor environment;
Maintain adequate clean water;
Keep flowers away from direct sunlight;
Avoid excessive heat; and
Keep arrangements away from heating and air-conditioning vents.
Individual flowers within an arrangement may open, mature, or decline at different rates.
12. Quality Concerns – 24 Hours
Quality concerns must be reported to VIP Floral within 24 hours of delivery or pickup.
We may request clear photographs showing the complete arrangement and the specific issue.
Because flowers are perishable, complaints submitted after 24 hours may not qualify for replacement, credit, or refund when the original condition can no longer reasonably be verified.
Natural variations, reasonable differences from website photographs, or substitutions made in accordance with this policy do not automatically constitute a defective product.
13. Replacements, Credits & Refunds
VIP Floral reviews each concern individually.
When a problem is verified, VIP Floral may provide an appropriate resolution depending on the circumstances, including:
Replacement of affected flowers;
Replacement arrangement;
Redelivery;
Store credit;
Partial refund; or
Full refund when appropriate.
When VIP Floral agrees to provide a complete replacement arrangement, we may require the original arrangement to be returned or exchanged when the replacement is delivered.
A customer or recipient who chooses to keep the original arrangement is not automatically entitled to both a full refund and a complimentary replacement arrangement.
Nothing in this policy limits consumer rights or remedies that cannot legally be limited.
14. Pickup Orders
Customers are encouraged to inspect arrangements at pickup.
Once an arrangement leaves VIP Floral, proper transportation, temperature, handling, water, and flower care become the customer’s responsibility.
Quality concerns must be reported within 24 hours.
VIP Floral is not responsible for damage caused after pickup by excessive heat, improper transportation, lack of water, improper handling, or similar conditions outside our control.
15. Cancellations
Cancellation requests should be made as soon as possible.
An everyday floral order may generally be cancelled if preparation has not begun and flowers or specialty materials have not been purchased specifically for the order.
Once flowers have been specially purchased, preparation has begun, the arrangement has been completed, or the order has been dispatched, cancellation may no longer be available or may not qualify for a full refund.
Same-day and rush orders may enter preparation immediately after being received.
If costs have already been incurred when a cancellation is accepted, a cancellation fee or deduction for nonrecoverable costs may apply where permitted by law.
16. Custom & Special Orders
Custom floral designs, specialty flowers, specially sourced varieties or colors, personalized products, and materials purchased specifically for an order may be non-refundable once ordered or once preparation begins.
Weddings, corporate events, installations, and large orders may be governed by separate contracts.
17. Order Changes
Changes are subject to availability and production status.
Changes requested after flowers have been purchased or preparation has begun may result in additional charges.
Changes cannot be guaranteed for same-day or rush orders.
18. Payment Disputes & Chargebacks
We encourage customers to contact VIP Floral directly regarding concerns so that we have an opportunity to investigate and attempt to resolve the matter.
VIP Floral may maintain order records, communications, photographs, delivery confirmation, and documentation concerning resolutions offered.
If a payment dispute or chargeback is initiated, relevant documentation may be provided to the payment processor, card network, financial institution, or other parties reviewing the dispute.
19. Agreement
By placing an order with VIP Floral, the purchaser acknowledges that flowers are natural and perishable products and agrees to this Delivery, Substitution & Refund Policy.