Customer Service Policies

  1. SUBSTITUTIONS
  2. DELIVERY POLICIES
  3. CANCELLATIONS
  4. SATISFACTION COMMITMENT AND RETURN POLICY
  5. CONTACT US


SUBSTITUTIONS

The flowers and Products shown online are representative of color scheme, look and feel, overall style, and value rather than a literal interpretation of the delivery. Specific containers and/or flowers will vary in some cases due to designer interpretation, availability, or need to meet our quality standards. While substitutions may be necessary, a great effort will be made to keep the same look and feel of the arrangement, using flowers and products of greater or equal value.

Minor substitutions may be made without prior consent or approval from the Customer. Some examples of minor substitutions include:

  1. In a single-type flower arrangement, such as an all tulip or all rose arrangement, we will make every attempt to include only the same flower color(s), but we may have to substitute with another color of the same flower.

  2. In mixed arrangements, we will do our best to adhere to the color scheme and may substitute individual flowers with a similar one of equal or greater value.

  3. In dish-gardens, blooming plants may be substituted with another type of a blooming plant, while green plants may be substituted with another type of a green plant.

  4. In the case of fruit or gourmet gift baskets, please keep in mind that many fruits and other products are seasonal in nature and we will only utilize the freshest available produce and gourmet items. As a result, the components to create your fruit or gourmet basket may vary based on market availability.

  5. Substitution of some keepsake items will be made only with another novelty keepsake item of the same nature, theme, or occasion.

Non-Conforming Merchandise and Damaged Merchandise Policy

In the event it is necessary for Avas Flowers to substitute Non-Conforming Products (products that differ in color or overall style or value) for the Products ordered, Avas Flowers will place the order on hold and notify the Customer of the substitution. While uncommon, it is unfortunately possible for some products to become damaged in transit or during the course of delivery. In the event of any Non-Conforming Products or Damaged Products, the Customer will be offered (i) a re-delivery when the product ordered becomes available; (ii) a re-delivery of a product of equal or greater value; (iii) a credit for towards the purchase of Products; or (iv) a full refund, at the Customer’s option. If Non-Conforming Products or Damaged Products have already been delivered and the Customer requests a full refund rather than a re-delivery attempt or a credit, the Customer will be entitled to a full refund upon return of the Non-Conforming Products or Damaged Products within two (2) business days by way of a prepaid return.

DELIVERY POLICIES

Methods of Delivery

We deliver flowers and other products in one of the following three ways:

  1. Personal delivery in one of our vehicles from our physical location within our direct delivery zones described below;

  2. Personal delivery from one of our affiliates (a local florist) outside of our direct delivery zones or even within our direct delivery zones, depending upon our ability to deliver in one of our vehicles; or

  3. Delivery by UPS or FedEx from our physical location or through an affiliate direct shipping for us.

Our direct delivery zones are: 10901, 10952, 10901, 07446, 07446, 10982, 10931, 10901, 07458, 07401, 10952, 10974, 07456, 07463, 07481, 07456, 10952, 10977, 07417, 07456, 07677, 07456, 07423, 07656, 10977, 10965, 10954, 07432, 07645, 10977, 07465, 10970, 10987, 07450, 10954, 07676, 07642, 07436, 07465, 07452, 07675, 10970, 07675, 07677, 10994, 07420, 10956, 07470, 07675, 07508, 07538, 07442, 07675, 07506

We are proud affiliates of FTD, 800Flowers, and Teleflora. We will often use another affiliated member of FTD, 800Flowers, and Teleflora to fulfill and deliver your order.

We also partner with UPS and FedEx to deliver flowers and other products from one of our locations in New Jersey to you. Flower deliveries sent via UPS or FedEx are made in special packaging designed for shipping flowers.


Availability of Delivery

We do not make deliveries unless the combined total of the products ordered for an address is $29.99, not inclusive of service. 2 PM local time is typically our cut-off for Same Day Deliveries. We will make our best effort to make these deliveries the same day. Any order placed for Same Day Delivery after 2 PM local time will in most cases be delivered the following business day. On Saturday and Sunday, the cut-off is 12pm local time for Same Day Deliveries.

We will make every attempt to accommodate delivery requests, however we do not guarantee deliveries for specific times. Typically during normal circumstances and seasons, deliveries are made from hours ranging from 9am-7pm local time. This delivery window may change during high-volume days or seasons.

Products that are marked as “Wholesale,” “Farm Fresh,” ”Farm-Direct”, or “delivered in a Gift Box” are offered as part of our Direct From the Farm and Warehouse Direct programs. These items are only available through delivery via UPS and FedEx - therefore they cannot be delivered the same day. All other items on our site are available for same day florist hand delivery by your local florist - subject to availability.

We do not promise or guaranty Sunday delivery. Orders placed for Sunday delivery will be scheduled for delivery the following Monday. We will make every effort to accommodate requested Sunday deliveries when possible but Sunday delivery cannot be guaranteed and failure to deliver on Sunday will not constitute a Non-Delivery or Late Delivery.

Delays

Occasionally when weather, inaccessibility to the locale or delivery address, need for special ordering, or for whatever reason Products cannot be delivered on the date requested, we may attempt to notify the sender as well as the recipient. Delays caused by factors outside of our direct control, including but not limited to events of "force majeure", road closures and traffic conditions, lack of access to a delivery address due to factors beyond our control (ie, a locked or secure property or a gated community where access is not permitted, etc.), an incorrect or insufficient address provided at the time of the order or recipient unavailability will be rescheduled for the soonest available delivery date/time and may not be refunded after the initial delivery attempt. When the need arises, we reserve the right to convert the order fulfillment from hand delivery by a local florist to our Farm-Direct fulfillment sent via UPS or FedEx in order to ensure that your arrangement is delivered in time for your occasion. Should this occur, we will make every effort to contact and notify you.

Holiday Floral Delivery

We cannot guarantee delivery on a specific date for busy floral holidays like Mother's Day, Thanksgiving, Christmas, and Valentine's Day. To maximize the likelihood of delivery on one of these busy floral holidays, please place your order at least four days in advance. Orders placed within 4 days of Valentines Day and Mother's Day DO NOT HAVE GUARANTEED DELIVERY DATES. Neither cancellations nor refunds will be issued on orders placed during the Valentines Day or Mothers Day holidays if the order was placed within 4 days of the holiday, and subsequently delivered within 4 days after the respective holiday.

Weekend Delivery

Farm-Direct shipping via UPS or FedEx are now available for Saturday delivery in some areas for a surcharge of only $1.99. This delivery service is not available on Sundays.

We do not promise or guaranty delivery on Sundays. Orders placed for Sunday delivery will be scheduled for delivery on the following Monday. We will make every effort to accommodate requested Sunday deliveries when possible but Sunday delivery cannot be guaranteed.

Undeliverable Locations

While we can deliver to most locations in the United States, there are a few exceptions that we cannot deliver to including, but not limited to, airport terminals, cemeteries, cruise ships, post office boxes, or trains.

Additionally, we cannot make deliveries to either Intensive Care Units (ICU) or Critical Care Units (CCU) of hospitals due to hospital policy. In the event that the intended recipient is in either the ICU or CCU, we will hold the order until they move to a regular room. We will arrange for fresh products to be delivered at that time.

Non Delivery/Late Delivery

With respect to all delivery policies stated in this section, in the event that no delivery attempt was made and the order was not delivered on the requested delivery date, we will offer the Customer (i) a re-delivery attempt; (ii) a credit towards the purchase of Products; or (iii) a full refund, at the Customer’s option. Non Deliveries or Late Deliveries are not inclusive of orders that are en route to be delivered on the requested delivery date as we do not guarantee delivery times. A Non-Delivery or Late Delivery means that no delivery attempt was made on the requested delivery date. When delivery on the requested delivery date is precluded by factors outside of our direct control such as events of "force majeure", road closures and traffic conditions, lack of access to a delivery address due to factors beyond our control (ie, a locked or secure property or a gated community where access is not permitted, etc.), an incorrect or insufficient address provided at the time of the order or recipient unavailability, the order will be rescheduled for the soonest available delivery date/time and may not be refunded after the initial delivery attempt.

Partial Delivery

In the event of any Partial Delivery, Avas Flowers will attempt to complete the order within two (2) business days and if Avas Flowers fails to do so, the Customer may return the Products within seven (7) business days by way of a prepaid return to obtain either a credit towards the purchase of Products or a refund, at the Customer’s option.

CANCELLATIONS

Orders for Products may be canceled within twenty-four (24) hours after they are

placed, except for orders for Same Day Delivery or Next Day Delivery, which may not be canceled.

SATISFACTION COMMITMENT AND RETURN POLICY

In the unlikely event you are unhappy with your product(s), please notify us within 24 hours of delivery and you may return the arrangement for a refund, request an exchange of products, or receive store credit.

To receive a refund, non-perishable products may be returned unused and in its original state within 7 days of delivery for a full refund of the cost of the item, less any service fees. Hand-delivered floral product or perishable goods may be returned in its original state within 24 hours of delivery and may be subject to a 50% restocking fee of the cost of the product.  

To receive an exchange of goods, notify us within 24 hours of the issue with the delivered arrangement and we will pick up and re-deliver another product(s) of equal or greater value at no additional cost to you. We will need to be provided the opportunity to pick up the product(s) you are dissatisfied with prior to processing a redelivery. 

If you have a complaint about a delivered product but do not want or cannot provide an opportunity for us to pick up the original delivered arrangement, we will provide you with a courtesy store credit for future use.

Refunds or credits given for orders that have already been delivered or have had an attempted delivery will only be for the partial or full cost of the arrangement(s), less any service, handling, or restocking fees.

CONTACT US

We are committed to your satisfaction. If you have a question regarding your order, need further assistance, or would like to speak to a customer service representative, please have your order number ready and call us at 877-638-3303 or email your inquiry to contact@avasflowers.com

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