This Privacy Policy describes how flowercompany.ca (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Policy

As a florist company, we face many challenges, such as differing weather conditions, seasonal changes, and variations of flower growth. As such we have a policy in place to guarantee a consistent service among all our orders.

1. We reserve the right to replace out-of-stock flowers with similar looking and of equal or better value. (During major holidays like Valentine's Day, Mother's Day, or Christmas we have an inventory system you can see)
2. We reserve the right to refuse to fulfill any order for any reason - This includes rural delivery or fulfillment issues that can arise during busy seasons. Any refused orders will be immediately refunded in full. 
3. We make best-effort attempts to fulfill any requests. Notes made on the order/delivery section will be considered but not guaranteed unless it is confirmed via customer support.
4. All images on the site are for demonstrative purposes, we try our best to give an accurate image of what will be delivered, but depending on location and season it may be impossible for the flowers or any other perishable and non-perishable items to look exactly the same. We cannot refund flowers and any other gifting items for subtle differences in appearance.
5. All Canadian credit cards are processed in CAD while all international orders are processed through our international ROF website which charges in USD.
6. Due to our high volume, our flowers are fresh and with proper care typically last up to 2 weeks (depending on the flowers - as it varies by type). In case of a flower perishes early, you must put in a complaint within 72 hours of delivery.
7. Plants may arrive in bud form. Allow time for the buds to bloom. No credits will be given for a plant not arriving in full bloom.
8. Cancellations must be placed at least 24 hours prior to the delivery date. On Valentine's and Mother's Day, cancellations must be placed at least 96 hours prior to the delivery date. If an order is canceled you will forfeit the service fee (Currently $19.95, this is processed as an administration fee)

Delivery Policy

Certain restrictions apply for same-day delivery 

1. An order must be placed before Noon (12:00) within the recipient's time-zone
2. Business orders are prioritized first (guaranteed 9am - 4:30pm) - which is most cases means residential orders will be delivered in the evening.
3. If you need a guaranteed time for delivery then YOU MUST CALL IN. We need to be able to route the deliveries ourselves. A guaranteed time will have added charges associated with the purchase, which depends on the delivery location as well the time requested for the delivery. Ignoring this clause does not entitle you to any form of credit or refund, regardless of the circumstances.
4. If an order needs to be redelivered due to sender error (in shipping address or otherwise) then the flat service fee of $19.95 will need to be paid again.
5. If due to extenuating circumstances we are unable to complete a delivery the day of, we reserve the right to attempt re-delivery the next available day. As a recourse, the customer may claim up to a 50% refund on the order for the inconvenience. 
6. We try our best to work with all customers to resolve any delivery disputes that may happen, whether it's a partial refund or free upgrades/credits in the future
7. By accepting our terms you are authorizing us to either leave the flowers with a). a neighbour or b). outside (pending weather) if no one is home to receive them. 

Allergy Restrictions

1. For any allergy restrictions YOU MUST CALL IN. Placing it in the order notes on the checkout page is not enough, as not everyone is able to see the notes. We typically carry godiva, lindt as well as gourmet chocolates, which are NOT 100% tree nut free. 
2. Hospitals have certain restrictions on the flowers that are allowed in. Typically lilies and other highly perfumed flowers would not be allowed into medical areas. We reserve the right to substitute flowers for similar and less fragrant varieties. 

Returns/Exchanges

No refunds will be given in the event that the delivery did not happen at a time you expected - except funeral home deliveries. Depending on the time of the year it may take up to 48 hours to process your request of a re-delivery.

Privacy

1. All customer information is kept strictly confidential.
2. We do not sell your private information to any third party, advertising company or marketing agency.
3. We never send out promotional e-mail without first receiving your permission for us to do so.
4. We never store your credit card information on our web server. This information is erased within moments of successful, secure transmission of your data to our order processing systems.
5. We make use of Google Site Stats to see how people interact with our site. No uniquely identifiable information is collected.

We have a 72-hour replacement policy on all perishable and a 30-day return policy on none perishable, which means you have 72 hours to claim any perishables and 30 days after receiving your non-perishable item to request a return.

To be eligible for a replacement or a return, you must submit pictures showing a quality issue with the perishable item or to return a nonperishable item it must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

To start a claim or a return, you can contact us at support@flowercompany.ca. If your claim or return is accepted, we’ll send you a replacement order or a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@flowercompany.ca.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is not satisfactory, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Perishable goods (such as flowers or plants) cannot be returned however all items fall under our Satisfaction Guaranteed Policy and we are committed to making it right. 

Unfortunately, we cannot accept returns on gift cards.

Happiness Guarantee 

Due to our high volume, our flowers are fresh and with proper care typically last up to 2 weeks (depending on the flowers - as it varies by type). In case of a flower perishes early, you must put in a complaint within 72 hours of delivery.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and the information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

• Examples of Personal Information collected: the version of the web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
• Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
• Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels [ADD OR SUBTRACT ANY OTHER TRACKING TECHNOLOGIES USED].
• Disclosure for a business purpose: shared with our processor Shopify [ADD ANY OTHER VENDORS WITH WHOM YOU SHARE THIS INFORMATION].

Order information

• Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers [INSERT ANY OTHER PAYMENT TYPES ACCEPTED]), email address, and phone number.
• Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
• Source of collection: collected from you.
• Disclosure for a business purpose: shared with our processor Shopify [ADD ANY OTHER VENDORS WITH WHOM YOU SHARE THIS INFORMATION. FOR EXAMPLE, SALES CHANNELS, PAYMENT GATEWAYS, SHIPPING AND FULFILLMENT APPS].

Customer support information

• Examples of Personal Information collected: [MODIFICATIONS TO THE INFORMATION LISTED ABOVE OR ADDITIONAL INFORMATION AS NEEDED]
• Purpose of collection: to provide customer support.
• Source of collection: collected from you.
• Disclosure for a business purpose: [ADD ANY VENDORS USED TO PROVIDE CUSTOMER SUPPORT]

[INSERT ANY OTHER INFORMATION YOU COLLECT: OFFLINE DATA, PURCHASED MARKETING DATA/LISTS]

[INSERT FOLLOWING SECTION IF AGE RESTRICTION IS REQUIRED]

Minors

The Site is not intended for individuals under the age of [INSERT AGE]. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

• We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
• We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
• [INSERT INFORMATION ABOUT OTHER SERVICE PROVIDERS]

[INCLUDE THE FOLLOWING SECTION IF USING REMARKETING OR TARGETED ADVERTISING]

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

• [INSERT IF APPLICABLE] We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en.You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
• [INSERT IF YOU USE A THIRD PARTY MARKETING APP THAT COLLECTS INFORMATION ABOUT BUYER ACTIVITY ON YOUR SITE] We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).
• [INSERT OTHER ADVERTISING SERVICES USED]

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

[INCLUDE OPT-OUT LINKS FROM WHICHEVER SERVICES BEING USED. COMMON LINKS INCLUDE:

• FACEBOOK - https://www.facebook.com/settings/?tab=ads
• GOOGLE - https://www.google.com/settings/ads/anonymous
• BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads]

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Using Personal Information

We use your personal information to provide our services to you, which include: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

[INCLUDE THE FOLLOWING SECTION IF YOUR STORE IS LOCATED IN OR IF YOU HAVE CUSTOMERS IN EUROPE]

Lawful basis

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

[INCLUDE ALL THAT APPLY TO YOUR BUSINESS]

• Your consent;
• The performance of the contract between you and the Site;
• Compliance with our legal obligations;
• To protect your vital interests;
• To perform a task carried out in the public interest;
• For our legitimate interests, which do not override your fundamental rights and freedoms.

Retention

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Automatic decision-making

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We [DO/DO NOT] engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

• Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.
• Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

[INCLUDE THE FOLLOWING SECTION ONLY IF YOU SELL PERSONAL INFORMATION, AS DEFINED BY THE CALIFORNIA CONSUMER PRIVACY ACT]

Selling Personal Information

Our Site sells Personal Information, as defined by the California Consumer Privacy Act of 2018 (“CCPA”).

[INSERT:

• CATEGORIES OF INFORMATION SOLD;
• INSTRUCTIONS ON HOW TO OPT-OUT OF SALE;
• WHETHER YOUR BUSINESS SELLS INFORMATION OF MINORS (UNDER 16) AND WHETHER YOU OBTAIN AFFIRMATIVE AUTHORIZATION;
• IF YOU PROVIDE A FINANCIAL INCENTIVE TO NOT SELL INFORMATION, PROVIDE INFORMATION ABOUT WHAT THAT INCENTIVE IS.]

Your rights

[INCLUDE THE FOLLOWING SECTION IF YOUR STORE IS LOCATED IN OR IF YOU HAVE CUSTOMERS IN EUROPE]

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below [OR INSERT ALTERNATIVE INSTRUCTIONS FOR SENDING ACCESS, ERASURE, CORRECTION, AND PORTABILITY REQUESTS].

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

[INCLUDE THE FOLLOWING SECTION IF YOUR BUSINESS IS SUBJECT TO THE CALIFORNIA CONSUMER PRIVACY ACT]

CCPA

If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below [OR INSERT ALTERNATIVE INSTRUCTIONS FOR SENDING ACCESS, ERASURE, CORRECTION, AND PORTABILITY REQUESTS].

If you would like to designate an authorized agent to submit these requests on your behalf, please contact us at the address below.

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

Cookies Necessary for the Functioning of the Store

Reporting and Analytics

[INSERT OTHER COOKIES OR TRACKING TECHNOLOGIES THAT YOU USE]

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at [email address] or by mail using the details provided below:

100 Brydon Drive, E, Toronto ON M9W 4K9, Canada

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here: [ADD CONTACT INFORMATION OR WEBSITE FOR THE DATA PROTECTION AUTHORITY IN YOUR JURISDICTION. FOR EXAMPLE: https://ico.org.uk/make-a-complaint/]