Due to various seasonal and regional conditions, and the variety of unplanned issues courtesy of Mother Nature, availability of some flowers may be very limited in certain areas. Also, specific flower varieties or colors may not be available for delivery on a specified day. Therefore, it is possible that the exact bouquet pictured or requested may not be available for delivery.
Occasionally, substitutions may be necessary to create your bouquet due to the availability of certain flowers in various parts of the country. Care is taken to maintain the style, theme and color scheme of the arrangement, using flowers of equal value. Additionally, the substitution of certain keepsake items may be necessary due to increased demand, especially during major holidays. In single-flower arrangements, such as an all rose bouquet, or orchids, we will make every attempt to match the flower type, but may substitute with another color.
In this event, the local florist will deliver a second choice of similar flowers and container of equal value and beauty. Every effort will be made to maintain size, shape, and overall color schemes of an arrangement, but there may be some variance due to designer interpretation. In single variety arrangements, variety will take preference over color. Our goal is your complete satisfaction, rest assured that every effort will be made to provide an arrangement of equal or greater value.
While we process your request the moment we receive it during business hours, it is sometimes very difficult to get cancellation requests complete. Our network ranges throughout the country and because of the importance placed on a timely delivery of your request and various time zones, it can sometimes be very difficult to stop or cancel a delivery attempt or a placed order. Cancellations must be done prior to delivery, and in all cases within 24 hours of placing your order. Any cancellation requests after this period cannot be guaranteed and subject to a 20% charge.
Refund Policy (100% Customer Satisfaction Guarantee)
Here is how our refund policy works. Rockcastle Florist of Rochester, New York stands behind every product we sell. We offer our 100% Customer Satisfaction Guarantee with every flower arrangement that we design and deliver. If for any reason you are not completely satisfied with the flower arrangement we have delivered, simply contact our customer service department at (585) 225-3640. We will refund your purchase and replace the original arrangement with one of equal or greater value, at no additional charge to you. We will redeliver the new arrangement, on the day that you select, again at no additional charge to you.
Return Policy (100% Customer Satisfaction Guarantee)
Here is how our return policy works. If for any reason you are not completely satisfied with the flower arrangement we design and deliver for you, we will replace that arrangement, with one of equal or greater value, free of charge. We never ask our customers to return an arrangement that they are unhappy with. Your satisfaction is our primary focus. We prefer that you keep and enjoy the original flower arrangement, along with the new replacement flowers that we will deliver for you.