We want you to be happy with your purchase from Floral Acres. This policy applies to purchases made in-store and through floralacres.ca.
Return, exchange, refund, and warranty eligibility depends on the type of product purchased. Please review the applicable section below before returning an item.
For the purposes of this policy, an online order is a purchase completed through floralacres.ca.
An in-store order is a purchase arranged through our retail store where merchandise is set aside or held for later pickup or delivery.
A special order is an order for merchandise that Floral Acres does not currently have available for the customer and for which Floral Acres places a purchase with a vendor or supplier on the customer's behalf.
All online, in-store, and special orders must be paid in full when the order is placed.
Management may approve alternate payment arrangements in limited circumstances, including established commercial or business-to-business relationships. Approval of alternate payment terms is discretionary and does not establish ongoing credit terms for future purchases.
Please contact us as soon as possible if you need to cancel an order. Where merchandise has not yet been committed, set aside, transferred, prepared, or ordered from a supplier, we will make reasonable efforts to accommodate the cancellation.
Floral Acres reserves the right to assess a cancellation or restocking fee of up to 25% where cancellation results in supplier charges, restocking fees, handling costs, special-order commitments, or other costs incurred by Floral Acres.
Cancellation and restocking fees are not routinely applied to ordinary order cancellations and are assessed at the discretion of management based on the circumstances of the order.
Special orders may be more difficult to cancel once Floral Acres has placed the corresponding order with the vendor. Any cancellation after a vendor commitment has been made is subject to the supplier's terms and any costs incurred by Floral Acres.
We take great care to keep our online inventory accurate. Occasionally, however, an item may become unavailable after an order has been placed.
If an item in your online order is out of stock or cannot be fulfilled, our Customer Service team will contact you before completing the order and offer:
Please inspect your purchase when you receive it. If an item is damaged, defective, incorrect, or there is another problem with your order, contact us as soon as possible so we can review the issue and determine an appropriate resolution.
Email orderdesk@floralacres.ca and include:
You may also call 1-844-619-GROW (4769) and select Option 4.
Visit us in-store with the item, or email hello@floralacres.ca and include:
You may also call 1-844-619-GROW (4769) and select Option 3, then Option 4.
Annuals, perennials, vegetables, herbs, tropical and house plants, and seasonal plants, including poinsettias, are final sale and are not guaranteed.
Nursery stock, including qualifying trees, shrubs, and evergreens, is covered separately under our Nursery Guarantee.
Plants are living products and natural variation is expected. While we take great care to accurately represent plants shown on our website, the plant you receive will not be the exact plant pictured. Natural variation, minor imperfections, and small blemishes are not considered defects and are not eligible for refund.
For plant health and biosecurity reasons, Floral Acres cannot accept returns of plant material that has developed disease or a pest infestation after purchase.
If you are having difficulty with a plant, our team is happy to help with plant-care and treatment recommendations. Please contact the greenhouse or call 1-844-619-GROW (4769) and select Option 4.
Non-plant merchandise purchased at full price may be returned within 14 days of purchase for a refund to the original method of payment when:
Items determined to be defective may be refunded to the original method of payment or exchanged for a replacement item of equal value, subject to availability.
Returns of otherwise eligible merchandise after 14 days require management approval.
When approved and accompanied by the original register receipt, the return will be issued as store credit only.
Defective merchandise returned after 14 days may, at our discretion, be exchanged for a replacement item or credited by store credit.
Returns without the original register receipt are subject to management approval.
When approved, the return will be issued as store credit only at the item's lowest selling price.
All sale, clearance, and discounted merchandise is final sale. No returns or exchanges will be accepted.
Eligible fashion merchandise must be unworn, unaltered, and unwashed, with the original tags attached.
The following items are final sale:
For health, safety, environmental, and regulatory reasons, certain fertilizers, pesticides, chemicals, fuels, aerosols, flammable products, and other regulated or hazardous merchandise may be final sale.
Products that have been opened, used, unsealed, or altered after purchase cannot be returned.
Some products are subject to transportation or carrier restrictions and may not be eligible for shipment through Canada Post or other parcel or courier services. Where shipping is not available, the product may be limited to in-store purchase, local pickup, or another approved delivery method.
These same restrictions may also prevent a product from being shipped back to Floral Acres. If you believe an eligible restricted or hazardous product needs to be returned, please contact us before attempting to mail or courier it. We will advise whether the product can be returned and, where applicable, provide appropriate return instructions.
Original shipping and delivery charges are non-refundable.
Customers are responsible for the cost of returning eligible merchandise, including return shipping or courier charges.
Please contact us before shipping a return. Floral Acres is not responsible for unauthorized returns or products returned using a shipping method that is inappropriate or prohibited for the product involved.
Where Floral Acres shipped an incorrect item or where an item arrived damaged or defective, please contact us before returning it so we can review the circumstances and provide appropriate instructions.
Floral Acres does not offer price matching or retroactive price adjustments when an item purchased at full price is later marked down or placed on sale.
Rain cheques are not available for out-of-stock merchandise or expired sale pricing.
Trees, shrubs, and evergreens purchased from Floral Acres are covered by our one-year nursery guarantee, subject to the conditions and exclusions below.
For one year from the original purchase date, an eligible nursery plant that dies may be replaced from our available stock or credited up to the value originally paid.
To make a claim, you must provide:
The nursery guarantee applies to the plant material only. It does not include planting, delivery, removal, labour, or other services. Any costs associated with removing, transporting, replacing, or reinstalling plant material are the responsibility of the purchaser.
The one-year nursery guarantee is valid for one replacement only.
The nursery guarantee may be extended to five years when the qualifying amount of MYKE Tree & Shrub is purchased on the same receipt as the eligible tree or shrub.
The original receipt must show both the qualifying nursery stock and the required MYKE product for the extended warranty to apply.
During the first year, eligible claims are handled under Floral Acres' one-year nursery guarantee.
For eligible claims made during years two through five, Floral Acres will process the claim with MYKE on your behalf. Once approved, you may select a replacement from available stock or receive store credit up to the value originally paid.
The MYKE warranty is valid for one replacement only.
Please ask a Floral Acres team member for current MYKE warranty requirements and qualifying quantities.
Bring your original sales receipt and the warrantable plant to Floral Acres.
Within year one: An eligible claim may be authorized by our retail team. You may then select a replacement from available stock or receive store credit up to the value originally paid. The one-year guarantee is valid for one replacement only.
During years two through five: If the original receipt shows the qualifying MYKE purchase, Floral Acres will process the eligible warranty claim with MYKE on your behalf. Once approved, you may select a replacement from available stock or receive store credit up to the value originally paid. The MYKE warranty is valid for one replacement only.
Seasonal and Christmas merchandise is subject to a more limited return policy because of its short and time-sensitive selling season.
Beginning December 15, all Seasonal and Christmas merchandise is final sale. Returns and exchanges will not be accepted during the holiday return-restriction period, regardless of when the item was purchased.
Before December 15, eligible full-price Seasonal and Christmas merchandise may be exchanged or returned for store credit, provided it is otherwise in returnable condition.
Sale, clearance, and discounted Seasonal and Christmas merchandise is final sale at all times.
Live seasonal plants, including poinsettias, are final sale under our Plant Returns policy regardless of purchase date.
Holiday restriction end date: January 15.
After the holiday return-restriction period ends, otherwise eligible Seasonal and Christmas merchandise is subject to our regular Merchandise Returns policy.
Gift cards are final sale and non-refundable.
Lost or stolen gift cards are not guaranteed to be replaced.
In limited circumstances, Floral Acres may be able to locate an existing gift card balance using available customer, purchaser, or recipient information. Any recovery, cancellation, transfer, or reissue of a gift card is at the sole discretion of Floral Acres and may require sufficient information to verify the original transaction and protect against unauthorized use or fraud.
Once an eligible return has been received, reviewed, and approved, Floral Acres will process the applicable refund as soon as reasonably possible.
Where this policy provides for a refund to the original method of payment, the refund will be processed to the original tender.
Although Floral Acres processes approved refunds promptly, banks, credit card companies, and other payment providers may require additional time to post the refund to your account. Processing times after a refund has been issued are outside Floral Acres' control.
Where this policy specifies store credit, the return will not be refunded to the original method of payment.
Original shipping and delivery charges are non-refundable.
For online-order questions, contact orderdesk@floralacres.ca.
For in-store purchases or general questions, contact hello@floralacres.ca or visit us in-store.
You can also reach Floral Acres at 1-844-619-GROW (4769).
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As a Garden Club member: Earn 2.0 points per $1.00 (2.0% equivalent value).
Upgrade to Master Gardener for $25.00 per year. Earn 5.0 points per $1.00 (5.0% equivalent value) plus additional benefits.
