Refund policy

Our Guarantee

Every order matters to us because we know it matters to you. We take great pride in creating beautiful floral arrangements and providing exceptional service. Since flowers are natural, perishable products and every arrangement is handcrafted, slight variations are normal. We always strive to create each design as closely as possible to the product photos while maintaining our high standards of quality and artistry.

If you ever have a concern about your order, please contact us immediately at 833-329-3559. We welcome your feedback and are committed to finding a fair and timely resolution.

Delivery Policies

Delivery Schedule

We make every effort to deliver your flowers on the requested delivery date. While we always do our best to honor preferred delivery times, exact delivery times cannot be guaranteed due to traffic, weather, recipient availability, or seasonal order volume.

If you have a preferred delivery window, please include it in the Delivery Instructions at checkout. We will make every reasonable effort to accommodate your request.

Recipient Availability

To ensure your flowers arrive in the best possible condition, we encourage customers to verify that the recipient will be available to receive the delivery.

This is especially important between May and October, when Arizona temperatures can quickly affect fresh flowers if left outdoors.

If the recipient is unavailable, our driver may:

  • Leave the arrangement in a safe, shaded location
  • Leave the arrangement with a neighbor (when appropriate)
  • Attempt to contact the recipient for delivery instructions

Leave-at-Door Deliveries

If you specifically request that flowers be left unattended at a door, gate, porch, leasing office, or other location without hand delivery, you assume responsibility once the arrangement has been delivered.

Azelly is not responsible for damage caused by weather, excessive heat, theft, animals, or any other circumstances occurring after delivery.

Holiday Deliveries

Mother's Day, Valentine's Day, Thanksgiving, Christmas, and other major holidays are our busiest periods.

During these holidays, delivery routes are optimized for efficiency, and exact delivery times cannot be guaranteed.

We recommend placing holiday orders several days in advance to ensure the best flower selection and delivery availability.

Funeral & Sympathy Deliveries

Funeral arrangements require additional coordination with funeral homes and memorial services.

If your order must arrive before a specific service, please place your order several days in advance and provide the service time whenever possible.

Please note that Sunday funeral deliveries may be limited.

Hospital Deliveries

We regularly deliver to hospitals throughout the Valley.

Please provide:

  • Hospital name
  • Recipient's full name
  • Room or ward number (if available)
  • Hospital phone number

Please note that certain departments, including Intensive Care Units (ICU), may not permit flowers. We recommend confirming the hospital's policy before placing your order.

Flower & Product Availability

Flower Substitutions

Fresh flowers are seasonal agricultural products, and availability changes throughout the year.

Occasionally, specific flower varieties or colors may be unavailable due to seasonal conditions, weather, shipping delays, or market shortages.

When substitutions are necessary, we will carefully select flowers of equal or greater value while preserving the original:

  • Overall style
  • Color palette
  • Size
  • Design aesthetic

For single-variety bouquets, maintaining the flower variety takes priority over matching the exact color.

Plants & Containers

Plant varieties, orchids, baskets, boxes, and vases may occasionally be substituted with comparable items of equal or greater value when necessary.

Time-Sensitive Occasions

For birthdays, anniversaries, funerals, and other important occasions, substitutions may be necessary to ensure your flowers are delivered on time while maintaining the intended design.

Returns, Refunds & Cancellations

Order Cancellations

Orders may be canceled for a full refund if we receive your cancellation request by 12:00 PM (MST) on the day before the scheduled delivery date.

Because flowers are purchased and prepared specifically for each order, cancellation requests received after this deadline may not qualify for a refund.

Replacements

If your arrangement arrives damaged or fully wilted, please notify us within 24 hours of delivery.

We strive to provide exceptional quality and ensure every customer is completely satisfied. However, fresh flowers are delicate, and minor issues can occasionally occur during transportation. A small number of wilted or damaged stems does not constitute grounds for a refund or replacement. When reported promptly, we will review the concern and provide an appropriate resolution. 

Returns & Refunds

Due to the perishable nature of fresh flowers, returns are accepted only for quality-related concerns.

Refunds or replacements may be provided when:

  • A half or a full arrangement arrives damaged
  • Flowers are significantly different from what was ordered due to an error on our part
  • The arrangement does not meet our quality standards

Refunds will not be issued for:

  • Personal taste or design preference
  • Container substitutions
  • Minor variations in flower placement
  • Seasonal substitutions
  • Color variations in naturally grown flowers
  • Recipient preferences
  • Improper flower care after delivery

Because substitutions are a normal and accepted practice within the floral industry, refunds or credits will not be issued solely because substitutions were made.

Customer Responsibilities

To help us provide the best possible experience, customers are responsible for:

  • Providing accurate recipient names, addresses, and phone numbers.
  • Ensuring someone is available to receive the flowers whenever possible.
  • Informing us of any gate codes, building access instructions, or special delivery requirements.
  • Following the care instructions provided with fresh flowers to maximize vase life.
  • Considering the recipient's style preferences when selecting floral designs.

Privacy & Security

Your Privacy

We collect only the information necessary to process and deliver your order, including your name, address, email address, and phone number.

Customer accounts securely store information for future purchases, while guest checkout information is used only to process the current order.

We do not sell your personal information.

Payment Security

All online transactions are protected using Secure Socket Layer (SSL) encryption.

Although no online system can guarantee absolute security, we follow industry-standard security practices to protect your personal information and payment data.

Questions or Assistance

If you have any questions regarding your order or these policies, we're always happy to help.

Phone: 833-329-3559

We appreciate your trust in Azelly and look forward to creating something beautiful for you.