Snap and Stem Refund & Delivery Policy

At Snap and Stem, we take great pride in the beauty, freshness, and uniqueness of every floral design we create. Your satisfaction is our priority, and we want your experience with us to be joyful and memorable.

Refund & Replacement Policy

We understand that sometimes things don’t go as planned. If you are not satisfied with your order, please reach out to us within 24 hours of delivery so we can make it right.

We offer refunds or replacements in the following cases:

• The flowers arrived damaged or wilted upon delivery.
• The arrangement delivered is substantially different from what was ordered (e.g. wrong design, major flower substitution without notice).

Please note: At times, certain flowers, vases, or decorative elements featured in our online designs may be temporarily unavailable or out of stock. In such cases, we will attempt to contact you by phone and follow up with an email to request approval for a suitable replacement.

If we are unable to reach you in time, and you’ve previously consented to substitutions, or if a replacement is approved by you, no refund or replacement will be offered after delivery.

All our floral arrangements are handcrafted using natural flowers, and while we aim to replicate our online photos as closely as possible, minor variations in color, shape, or design may occur due to seasonal availability and natural differences. Each piece is a unique creation — a blend of art and nature — and will not be an exact replica.

Delivery Policy

We aim to deliver joy — safely, punctually, and beautifully arranged.

Same-Day Delivery Policy

• Same-day (express) delivery is only available for orders placed before 12:00pm (noon) local time.
• We encourage customers to call us directly after placing an express order to confirm availability.
• If needed, we may also call you back to confirm availability or discuss substitutions.
• Orders placed after 12:00pm will be scheduled for delivery the next day, even if same-day delivery was selected at checkout.
• Late orders (e.g. 4:30pm when we close at 5:00pm) cannot be fulfilled the same day.

Long-Distance Deliveries

• For orders 25km and above, deliveries will be made the day after the order is placed, even if ordered before noon.

Funeral & Wedding Floral Orders

• We are unable to fulfill funeral or wedding floral arrangements on the same day they are ordered.
• These custom, time-sensitive designs require a minimum of 5 days’ notice to ensure quality and proper care.

Dog Safety Notice

If we arrive to deliver and encounter aggressive or unleashed dogs, our delivery drivers will leave the flowers safely at the front door.

Some of our team members have a strong phobia of dogs, and we prioritize safety during every delivery.

Weather Policy

On days with severe weather conditions, deliveries will be postponed to the next available safe delivery day.

Delivery Hours

Our regular delivery window is: Monday to Saturday — 2:00 PM to 8:00 PM (No deliveries on Sundays or public holidays)

Return of Items

Due to the perishable nature of flowers, we do not accept physical returns. However, for non-perishable items (e.g. vases, decor items), returns may be accepted within 7 days if unused and in original condition. Return shipping is at the customer’s expense unless the item was faulty.

Freshness Guarantee

We guarantee the freshness of our blooms for at least 48 hours from the time of delivery, provided they are kept in water and cared for appropriately. If you experience a quality issue within this window, please let us know and we’ll gladly assist.

Contact Us

If there’s an issue with your order, we’re here to help. Please contact us at:

• Email: info@snapandstem.ca | care@snapandstem.ca
• Phone: +1 (343) 574-5040
• Address: 721 Principale St. Casselman, ON K0A 1M0

We thank you for choosing Snap and Stem and for trusting us with life’s most beautiful moments. ■