Terms of service

Local Delivery Policy: We deliver to the address provided in the order’s delivery address. If delivering to a location where specific delivery instructions are required (i.e. security gate/building codes, unit number, etc.) the customer must provide instructions in the order. If we are unable to deliver to the address in the order, we will notify the customer immediately. Our delivery driver will call or text the phone numbers placed with the order to request assistance. If after 5 minutes our delivery driver does not hear back, they will continue on with their route. If a failed delivery attempt is due to an incorrect or incomplete delivery address information provided by the customer, the customer must pay an additional delivery fee to have the order delivered for a second try (which may be the next day depending on driver availability). Orders will typically be placed on the front doorstep and placed in a shaded and dry area if possible. Once an order is delivered, R&R Secret Flowers is no longer responsible for any mishandling, damage, theft, weather, etc. that may occur.

Return Policy: Merchandise may be returned for store credit or exchanged within 15 days of purchase, with receipt or customer name to look up the order. Merchandise MUST be in perfect condition and original packaging. All merchandise sold by R&R Secret Flowers is sold as-is without any guarantee. For store merchandise (gifts) that are shipped via the mail, shipping costs will not be refunded or store credit given, and R&R Secret Flowers will not cover the shipping costs on returned items. No returns, exchanges, or store credit on fresh or dried floral products, vases, coffee, or plants. 

Quality: We strive to provide only high quality flowers and products to our customers. No refunds or replacements will be made based on improper plant or flower care on the part of the recipient. It is the responsibility of the recipient to provide flowers with sufficient water.

Cancellation Policy*:  If an order is cancelled less than 72 hours of order fulfillment, store credit will be granted. If an order is cancelled within 24 hours of order fulfillment, there will be no refund or store credit granted. *This cancellation policy does not include our Wedding & Events Shop as they have separate policies.

Missed Store Pickup: If you missed your pickup of fresh flowers, we’ll hold your order in-store for 48 hours before it’s considered forfeit. Please note: fresh flower arrangements typically have a 5-7 day vase life; arrangement longevity is counted from the original pickup day, and as such, flowers that are received after that date will have a shorter vase life.

If you miss your pickup of gifts, plants, dried flowers, or other non-perishable merchandise, we’ll hold your order in-store for 72 hours before it is restocked and issue you store credit. We have limited space in our shop, so please pick up your order as you requested online or coordinated with our staff.

Shipping Policy: We ship Fresh Flowers, non-fresh flowers, and other merchandise. We have careful packing and shipping processes that ensure the safety & quality of flowers and other items. We understand that damage may occur during shipping. If there is an issue with a product upon delivery, we must be made aware of the issue via email including photographs and description within 12 hours of delivery. We will handle issues with shipping on a case-by-case basis. It’s vital that we are made aware of an issue immediately to best serve you and resolve the issue. 

Fresh Flower Box shipping:

• Fresh flower boxes ship FedEx Priority Overnight and shipping is calculated at checkout. The shipping is the exact calculated rate from FedEx.
• Select only one delivery date and one shipping destination per order. If multiple delivery dates or multiple destinations are needed, place separate orders.
• Fresh flower box shipping orders must be placed before 10am the day prior to the delivery day you select (example: order prior to Tuesday by 10am for Wednesday delivery, order prior to Wednesday by 10am for Thursday delivery). 
• Please note: we cannot ship fresh flowers into California, Hawaii, or Alaska (sorry friends!) because of their ag laws and shipping is only available in the continental US.
• Fresh flower shipments cannot be combined with other shipping items. The other items will be shipped separately via USPS.
• Flowers are packed with water & an ice pack but they will be thirsty when they arrive so unpack them immediately upon arrival, get them in water, and let them rehydrate for a few hours. 
• If you are gifting them, make sure you have the correct home address and be sure the receiver will be home to receive them and unpack them immediately. Fresh Flower boxes must be unpacked, and stems re-cut and placed in water immediately upon delivery. If it's freezing in your delivery location- they must be brought indoors immediately.
• Flowers are packed with water & an ice pack but they will be thirsty when they arrive so unpack them immediately upon arrival, get them in water, and let them rehydrate for a few hours. 
• Shipping tracking information will be sent to the email on the shipping information via FedEx and you can opt into SMS text updates from FedEx.
• Once an order is delivered, R&R Secret Flowers is no longer responsible for any mishandling, damage, theft, weather, etc. that may occur.

Merchandise Shipping:

• Shop merchandise are typically shipped USPS and shipping is calculated at checkout.
• Shipping tracking information will be sent to you via email.
• We ship merchandise Monday-Friday. Please allow 1-2 weekdays to process your order.
• Just one shipping destination per order (place multiple orders for multiple shipping destinations).
• If you are sending a gift, be sure you have the correct shipping address of your recipient.
• Once an order is delivered, R&R Secret Flowers is no longer responsible for any mishandling, damage, theft, weather, etc. that may occur.