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Customer Service
GUARNTEE
At Orchid Florist, we pride oursevles on our fresh and beautiful flowers, and we also take great pride on our floral products which are professionally arranged and packaged. We want the recipient of your gift to have a positive experience. If you or the recipient of your Orchid Florist gift are not completely satisfied, please contact us immediately.
As part of our guarantee, we will offer you a full refund or replacement. Please see our replacement (under terms and conditions) and substitution policies.
DELIVERY
General policy:
To assure proper and timely delivery, please be sure to give us the correct spelling of the recipient' s name, proper address and a good telephone number to reach the recipient. If applicable, please give us the apartment number, suite number or building number . Please advise us if this is a business, church, mortuary and/or has restricted hours of operation. If the delivery is for a residence and someone will be home only during certain hours, please advise. If you are aware that we are to deliver to a gated community or locked building , please advise. If the area is unsafe especially after dark, please advise. We expect that the recipient will be available for any order we deliver and we do not accept any responsibility for damages caused by a recipient who is not available (i.e. out of town, hospitalized, moved, wrong address, etc.)
We will make every attempt to accommodate any request for a specific time delivery but we cannot guarantee. If time is a factor, we ask that you consider making the order AM or PM.
We are unable to accept deliveries for Sunday. Orders received for delivery that day will be delivered the following day. If notified in advance, we can make a Sunday delivery on the preceding Saturday.
If no one is available at the premis when we attempt delivery, we will as a rule leave the delivery at the premis (usually the front porch) and call the recipient to advise we made a delivery to them. However, if we feel the area is unsafe, unprotected or we cannot get entry, we will return the order to our shop and attempt to contact the recipient to arrange for a time we can re-deliver. There may be an additional charge for the re-delivery.
Delivery charges apply per order. The delivery charges vary depending where we deliver.
Local Delivery:
Local deliveries are normally made during our regular business store hours Monday- Friday 9a-6p and Saturday 9a-5p. For same day delivery, we should receive orders by 12 noon PST. For orders received after 12 noon PST, it may be necessary to deliver the next business day. For a delivery placed after 12 noon for delivery the same day, please feel free to call us to ask if we can accommodate your request.
We will try to meet requests for specific time, but we cannot guarantee a specific time. Please try to make AM or PM. We will take requests for AM or PM delivery, but there may be circumstances beyond our control that will prevent us from meeting that commitment.
Our local delivery area is the SF Bay Area- East Bay. Please call us if you want us to deliver directly and are unsure if we go to the recipient's location.
Local Delivery charges:
$10.00- for zone 1
$15.00-for zone 2
$18.00-20.00 for zone 3
$20.00+ for all others
Domestic:
Area in the US outside of our SF Bay Area East Bay local delivery area.
We will arrange with another quality florist who we feel is best able to fill your request. We can not guarantee the quality or availability of flowers of any other florist. However, if for some reason you are not satisfied, please call us immediately and we will resolve. We can not quarantee delivery time when contacting another florist for you, but we will advise them of your request. Please remember that many florists are closed on Sunday.
We are affiliated with FTD, and in most cases will contact another FTD florist.
Domestic Delivery charge: $20.00
International Delivery:
Please call us directly as we cannot accept international orders over the internet. See our contact page.
As an FTD florist, we would contact another professional florist who could fill the order to full value and still maintain top quality.
Because of the time difference, it is impractical for us to guarantee a specific delivery schedule. We do not guarantee same-day delivery on international orders as it may take 2-3 days to process. We advise that you call us at least 3 days in advance.We cannot guarantee a specific request with an international order because of time differences, culture and other things beyond our control. We will, however, advise of the request.
International charges:
Relay fee: $15.00 plus delivery fee depending on country.
Holiday:
Because of the intense volume, we may not be able to honor any request for delivery for a specific time, but we may attempt such deliveries depending on volume.
Our busiest holidays are Valentine's, Mother's Day and during the Thanksgiving -Christmas Season. Please call at least several days in advance for a delivery request during these busy times.
Many florists are closed during legal holidays such as 4th of July, New Year's,etc.
We may not be able to leave any message for the recipient during a busy holiday.
For a non-local delivery (domestic or international) , there may be additional restrictions about which we have no knowledge and which will be beyond our control. For example, deliveries may be restricted or eliminated at a certain point.
Athough we will always attempt to fill an order to our customer's exact request, substitutions may at times be necessary. This may be due to locale, season, price, short supply or any number of factors. When we substitute, we take care to maintain the same theme, color scheme, style, and quality of your order. We also fill to the full value of your order with comparable flowers. We reserve the right to make necessary substitutions without prior notice.
The arrangments on our website are representations of the products we offer, and we will attempt to fill the order as it appears on our website. At times, however, some flowers or accessories may not be available either for us or for the other florist who we would contact to fill your order. There may also be other restrictions for some domestic or international florists. For that reason, always let us know your second choice. You can call us at 510-528-9320 to verify the availability of a certain product.
