Delivery & Substitution Policy
Our Guarantee · Delivery Policy · Substitution Policy · Taxes & Pricing
Our Guarantee
Every order is important to us because we know how important it is to you. We earnestly endeavor to please every customer with beautiful flowers and accommodating service. Flowers are a perishable natural product and arrangements are hand made, so we make every effort to ensure the quality, accuracy and beauty of our work. If you are not completely satisfied with the quality of one of our products, please contact us immediately and we will promptly take the appropriate action.
Delivery Policy
Ordering during holidays
Our store and delivery hours may vary for major holidays. To help ensure on-time delivery, place your order at least one day before Valentine’s Day, Easter, Administrative Professionals Week, Mother’s Day, Father’s Day, Good Friday and Labor Day.
Same-day delivery: Order before 2:00 PM Monday through Friday and we can typically deliver the same day. For orders outside our local delivery area we may require the order by 12:00 PM. For same-day service on Saturday, please order by 12:00 PM.
Specific times: We can’t guarantee delivery at a specific time, but we normally deliver within four hours. You may request a time frame in the delivery instructions and we’ll do our best.
Delivery times: Normal delivery times are 9am–5pm for businesses, 6pm for residences, hotels and hospitals, and 2pm for high schools. During major holidays such as Valentine’s Day and Mother’s Day we deliver 8am–8pm.
Funeral homes: These orders are our very highest priority. If you’ve ordered too late for the service, we’ll call so you can make other arrangements or send something to the family’s home. If you don’t know the funeral home’s address, we’ll look it up. We normally contact the funeral home to verify the viewing time and arrange delivery. If your selected date is before the viewing, we’ll deliver per the funeral home’s instructions. If you’ve ordered for a Sunday viewing and it’s too late for Saturday or Sunday, we’ll confirm there is a Monday viewing or service and reschedule.
Banner funeral arrangements: If a banner isn’t available, we’ll fill your order to value, replacing the banner with more flowers for an even fuller arrangement.
High schools: High schools don’t accept deliveries for students. Please send teacher gifts to the school and student orders to their home. Orders to high schools must usually arrive by 2pm.
Weekend delivery: If we can’t deliver on Sunday and time permits, we’ll deliver Saturday, including birthdays and anniversaries. Otherwise the order is scheduled for Monday and we’ll let you know (we’ll contact you first before moving a birthday or anniversary gift to Monday).
P.O. boxes: We can’t deliver to P.O. Box or A.P.O. addresses.
If no one is home: Depending on the location, the driver may leave the gift in a safe place, such as with a neighbor, or leave a message for the recipient to arrange delivery.
Incorrect addresses: If the recipient’s address is incorrect and delivery was attempted, there is a $10 address correction fee. Lily & Kin Floral is not responsible for deliveries made to incorrect addresses provided by the customer.
Canceling an order: Same-day orders are processed immediately and usually can’t be changed. We can’t cancel or change orders already in process, en route or delivered. To cancel or change an order that hasn’t been processed, call (801) 756-3530.
Recipient may be contacted: In some cases we may contact the recipient to make sure they’ll be home.
Leaving items at the door: The customer assumes all liability for requests to leave arrangements. We highly discourage instructions to leave a delivery on a doorstep, porch or yard where the recipient can’t accept it, and can’t be responsible for missing or damaged product in those cases.
Refused deliveries: If the recipient refuses the delivery, you may be held liable for the full cost of the gift.
Card messages: The message you write is the message sent with the gift. We never include billing information with your order.
Taxes & Pricing
Sales tax is shown at checkout when it applies. Many products are available in Standard, Deluxe and Premium sizes.
Substitution Policy
Fresh flowers: Because of the nature, seasonality and availability of flowers, it’s sometimes necessary to substitute flowers of equal or greater value. We keep the look and feel of the arrangement: its shape, size, style and colors. In single-variety arrangements, variety takes precedence over color (yellow daisies may become another color of daisy, not another yellow flower). White and cream roses may be substituted for each other, as may peach and pink roses. Purple and pink orchids may be substituted for white orchids and vice versa.
Balloons: Some hospitals don’t allow latex balloons; mylar may be substituted.
Plants: Similar plants of equal or greater value may be substituted. For one-of-a-kind plants such as orchids, we’ll match the type but may change the color. Containers will be as close as possible.
Gift baskets: Items of equal or greater value may be substituted to guarantee freshness and timely delivery.
Special occasions: For funerals, birthdays and anniversaries, we may substitute items of equal or greater value to deliver on time if we can’t reach you by phone or email.