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FAQ & Return Policy

We strive for only perfection. If there are any damaged flowers, we will be willing to provide a substitution based on photos submitted within 24 hours of delivery time. Flowers are delicate, perishable products, and for that reason they are generally not subject to return or exchange. Even within a few hours of delivery, their appearance can change naturally.

We do, however, guarantee that your order will be prepared with care and delivered fresh. If you receive a completely wrong order (for example: the wrong size or entirely different flowers than what was purchased), we will arrange a refund or exchange as soon as possible. Please note:

  • Minor substitutions of flowers, greenery, vases, or boxes are possible depending on seasonal and daily availability.

  • Every bouquet and arrangement at Novapetal is a designer product — no two are identical. The photos on our website are examples, and your final piece will be created with the freshest flowers available that day, following the color palette and overall design of the piece.

  • If major substitutions are required, we will contact you via call, email, and text. We will do our best to wait as long as possible for your approval before proceeding

We will do a return or exchange if you received a completely wrong order. It means in case you have received order with all wrong flowers or wrong size. Some flowers missing or substituted, different box or vase – are not subject to return or exchange.  All arrangements and bouquets in our store are designer products and are unique and original. Photos provided on the web-site are examples of similar works. The results may vary as florist will choose the best options out of the flowers available for that day. You can always do a special request for your order.

What To Do if There’s an Issue

If you are not satisfied with your order, you must contact us  within 24 hours the flowers are delivered by email at orders@floweraz.com or by text at 480-352-5716  including photos of the issues you are experiencing. 

  • If delivery takes place in the evening, please notify us no later than 24 hours after delivery.

  • For gift deliveries, it is the client’s responsibility to confirm the order was correct. You may also request photos of your arrangement prior to delivery at the time of ordering.

  • We will always do our best to send photos of the arrangement to you, the client, before delivery depending on how busy we are. You are always welcome to call or text us at 480-352-5716 to request a photo.

  • We always take internal photos of arrangements before delivery to ensure quality and design integrity.

If you are not satisfied with order delivered you should contact us via email (Orders@floweraz.com) or text (480-352-5716) the same day of delivery! If flowers were delivered evening – then notify us before noon of the next day. It is customer’s responsibility to check if the right order was delivered if ordered as gift to somebody else. You can also ask for the pictures before delivery – notify us that you want photos when you make an order.

If you want delivery person to call you upon flower arrival, you need to request that on your order. If nobody is responding and no one is opening the door, flowers will be left by the door or near the house in any safe place and we will notify customer by contact method provided. Flower Lab is not responsible for the flowers after delivery.

If you are picking up the flowers at 3031 East Indian School Road Suite 8, phoenix AZ 85016, it is customer’s responsibility to check the order. If you take the order and leave it means, you automatically agree with order.  If it is somebody else is picking up for you – please inform that person what order he\she should get or request photo in advance before pick up. Flower Lab is not responsible for the order after picked up by customer.  

It is customer’s responsibility to provide correct address, delivery date and time. If flowers delivered to wrong address or wrong date due to customer has not provided the full correct information, it will not be the reason for return or refund. If customer has not provided desired delivered date, we will ask for it via contact information provided with the order. If we receive no response from the customer, we will deliver the order next day if paid for delivery.  Pick up will be available for 3 days. If customer has not arrived to pick up, we will not refund or change order as if your order was complete by then.

We will charge additional $10 if you add the wrong address as we are going to do two deliveries. Please make sure you add the correct shipping address.