POLICIES · MTL FLOWER CO.

Returns & Refunds

Every order is prepared with care using fresh, seasonal flowers. Because flowers are perishable and our designs are made to order, specific conditions apply to changes, cancellations, and quality concerns.

We do not issue refunds once an order has been prepared or delivered. If something does not meet our standards, however, we want to know so we can help make it right.

01

CHANGES & CANCELLATIONS

Need to change your plans?

  • Orders may be changed or cancelled up to 48 hours before the scheduled delivery or pickup date.
  • Once an order has been prepared or handed to our delivery service, we can no longer guarantee changes or provide a refund.
  • Eligible cancellations made within the required notice period receive a store credit that can be used toward a future purchase online or in store.
02

FRESHNESS & QUALITY

Our 48-hour freshness promise.

We use fresh, seasonal flowers and prepare every order by hand. If your flowers arrive damaged or do not meet our quality standards, please contact us within 48 hours of delivery or pickup with your order number and a photo.

Our team will review the situation and offer an appropriate resolution, which may include a replacement or store credit.

Natural variations in size, colour, texture, or stage of bloom are part of the character of fresh flowers and are not considered defects.

03

DELIVERIES

Deliveries & delivery attempts.

  • For residential deliveries, if no one is available, our courier may leave the flowers in a safe location when conditions allow.
  • For business deliveries, the order may be left with reception or a designated contact.
  • If delivery cannot be completed because of an incorrect address, incomplete information, or lack of access, a redelivery fee may apply.
04

WORKSHOPS

Workshop tickets.

Workshop tickets are final sale once confirmed. If MTL Flower Co. must cancel or reschedule a session, participants may receive a full refund or transfer their booking to a future date.

You may transfer your spot to another person up to 24 hours before the event by emailing us with their name.

05

GIFT CARDS & STORE CREDIT

Value kept for another occasion.

Gift cards and store credits are non-refundable and may be applied toward a future eligible purchase online or in store.

NEED HELP?

Tell us about your order.

For any question or concern, send us a note with your order number. For freshness or quality concerns, please also include a photo within 48 hours.

HELLO@MTLFLOWERCO.CA