ORDER & RETURN POLICY

Paeonia is different from your traditional neighbourhood florist. We operate a direct-to-consumer business model. Due to the high volume of orders we process daily and with direct buying from farms, our flowers are as fresh as they can be, arriving in our facilities 3-5 days after they have been harvested. Our efficiency and low overhead allow us to sell them for less. The result is fresher flowers at a better price.

We accept orders over the internet and by telephone at our head office in Vancouver. Flowers are made by our professionally trained floral designers at our own production facilities. Having our own florists making the designs is how we ensure order accuracy. 

Paeonia wants your product to be delivered on time, in the best condition, every time.

We understand the importance of on-time delivery, fresh flowers, high quality gifts, and the happiness that they bring. We know that each product we deliver is a special message from you to someone you care about. We stand by our products with a 98.7% customer satisfaction rate.

Customer Support Centre

When customer service is required, our goal is to assist you as quickly and efficiently as possible. We have adopted an online customer support system instead of telephone calls, to provide faster response times.

The Paeonia's Customer Support Centre can be reached using dedicated Live Chat operators, or by email at paeonia.vancouver@gmail.com. We a working from 9AM - 9PM  every day. Our trained customer care staff will review your information and respond to you as quickly as possible.

Please provide your order number and a photo for any quality issues.

Please refer to the following policies for clear and accurate service:  

Our flowers come directly from the growers and are always fresh and beautiful. If you received damaged flowers or other damaged products:

• Please take a photo of the product and email the photo, along with your name, order number, and the nature of the issue to paeonia.vancouver@gmail.com.

• Quality complaints and/or deficencies must be received within 12 hours following delivery, due to the perishable nature of our products.

• Once damage is confirmed, we will be happy to re-send a new product at our expense, or issue a store credit.

• Please note that due to perishable nature of our product no refunds will be issued.

• Your request will considered immediately.

Order & Cancelation Policy.

All changes and updates to your order should be done within one (1) hour of placing the order. Orders for Same Day Delivery or Next Nay Delivery cannot be amended or canceled. We are unable to process cancellations for any order that has already been prepared, or is already out with the courier for delivery. Please double check all the information in your order when you place it.

Changes and updates that are requested after this one (1) hour period are not guaranteed. Any and all orders placed during peak holidays (Valentine's Day, Mother's Day, Christmas ) are final.

Unfortunately during peak holidays it is extremely difficult to make changes to an existing order. We will make every effort, but change requests are not guaranteed.

Incomplete order: Orders placed with incomplete delivery information will be held until delivery information has been input. In the event that the delivery date selected is no longer available your order will be moved to the next available delivery date at the time that order was completed. Sorry, incomplete orders cannot be refunded. We will fulfil the order on the next available delivery date or issue a store credit for a future purchase.

Order is On Hold: Customer can put the order "On Hold" if the order was not sent out on Delviery date requested. Orders that were put on hold cannot be cancelled. We will fulfill the order on the next available delivery date or issue a store credit for a future purchase.