FAQ

Order Status


  • I don’t find what I was looking for, can you customize my order?

    We can customize any design. The arrangements can come in many varieties of size, colour, and flower selection. Please call us today and we can help you with what you are looking for. 604-299-0585

  • Has my order shipped?

    We clear orders from our delivery system at the end of the day. At that time you will receive an email saying your floral order has been delivered.

  • How do I change quantities or cancel an item in my order?

    If you would like to change or cancel your order please call 604-299-0585 immediately

  • My order never arrived.

    If your order didn't arrive, please call us at 604-299-0585. This may occur if we have the wrong phone number or address, the recipient wasn't home, or we couldn't get into the building.

  • The recipient won't be home, can I ask to leave flowers outside?

    Yes, when we are delivering to a house we can leave flowers outside if we find a "safe place", although we do not recommend it, in case your flowers are stolen Adele-Rae won't be responsible for the loss. If the recipient lives in an apartment building, we can't leave flowers outside, please make sure to give us a contact number for the recipient.

  • Why do you need the recipient's phone number?

    It's our policy to always have a contact number, this is in case no one is at home when we make the delivery, as well if we are delivering to an apartment building, it is mandatory to have a recipients contact number as we need to make sure someone will be at home for receiving the flowers. We might reject your order if you don't provide us a contact number for the recipient.

  • What should I do if I'm not satisfied with the order I sent?

    If you are not satisfied with your order, please call us at 604-299-0585. All claims must be made the same day flowers were delivered, we do not accept claims made on the following days. We will make every effort to ensure you are satisfied with your order.

  • Will my order look exactly the same as the picture I saw ?

    We will do our best to make the floral design as close as possible as the floral design you pick; but in some instances some substitutions of flowers and / or containers happen due to the flower availability, seasonality, weather or market conditions. If we are in the case of making substitutions, we will ensure that the style, theme and colour palette of your arrangement is preserved and will only substitute items of equal or higher value.

  • Care instructions for your floral gift.

    Please ensure that if you ordered a floral bouquet, to remove any water-tubes attached to the bottom of the flowers, as well, please re-cut 1 cm at a 45-degree angle the bottom of the stem and put it in water immediately. This will ensure your floral gift lasts longer. In case you ordered a flower arrangement, make sure to change the water every 2 days. If you have any questions regarding how to care for your floral gift, please contact us at 604-299-0585. 

My Account

  • How do I create an account?

    Click here to create a new account

    Then simply fill up the form to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

  • How do I edit my account information?

    Click the "Account/Login" icon at the top right hand side of our site to edit your account information.

  • How much is my shipping?

    Delivery charges are $15.00 within Burnaby, and from $18 to $30 outside Burnaby within our delivery area. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We also offer in store pickup for free and can send your orders worldwide (through our network of florists) if you order by phone at 604-299-0585.

  • I forgot my password.

    Click here to reset your password.

  • What is your return policy?

    If you are not satisfied with your order, please call us at 604-299-0585. All claims must be made the same day flowers were delivered, we do not accept claims made on the following days. We will make every effort to ensure you are satisfied with your order.

Delivery & Payment

    • Do you deliver to my area?

      We deliver Metro Vancouver from Langley, to Richmond, West Vancouver and everywhere in between. Deliveries in Burnaby can be made the same day or next day depending on the time of order. Deliveries in cities bordering Burnaby (Vancouver, Tri-Cities, New Westminster) are done the next business day or same day if possible. Deliveries to more outlying areas (ex. Richmond, West Vancouver, Surrey) will be done only on Tuesdays, Wednesdays and Fridays, if you need a specific date please call us at 604-299-0585 before you place your order.

      We can also send your orders across the province, country, continent, and globe (not galaxy... yet) through our network of florists. Please  call us at at 604-299-0585 if you would like us to send your floral order outside our delivery area.

    • Can I pick a specific delivery time?

      We try to meet all our customers expectations, unfortunately we cannot offer specific delivery times as we have a delivery route to follow. In order to speed your delivery, please provide a contact number from the recipient.

    • What are my payment choices?

      When ordering online you may pay by Visa, Mastercard, AMEX or PayPal. Over the phone we accept Visa, Mastercard, and American Express. In store we accept all of the above as well as cash and Interac.


      We also have an option for corporate accounts, please call us at 604-299-0585 or fill our contact form to be contacted with details.


    • When will my order be delivered and what are the delivery charges?

      Delivery charges are $15.00 within Burnaby, and $18 to $30 outside Burnaby within our delivery area. We also offer in store pickup for free and can send your orders worldwide if you order by phone at 604-299-0585.

      We will deliver your flowers on the date you request if possible. In the unlikely event that it is not possible we will contact you.


    • What is the return/refund policy?

      Call us at 604-299-0585 if you're not satisfied with your order, so we can make every effort to ensure you are satisfied with your order. All claims should be made the same day the delivery was made; we do not accept claims made after the delivery date.

 

Guarantees

  • Value Guarantee

    It is our commitment to provide you with the best value, at a fair price. We value your business and strive to keep our prices fair, and give you the best value for your money!

     

  • Privacy Policy

    We value your privacy. Please view our  Privacy Policy for complete details on how we use the information we collect.

  • Security

    This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

  • Flower Freshness

    We always send fresh flowers, we are very strict with our flower quality, but as all perishable products we cannot guarantee how much time flowers will last with a fresh look. 

     

Pricing and Billing

  • Do I have to pay sales tax?

    Yes, you pay Provincial Sales Tax (PST) of 7% on merchandise, and Goods and Services Tax (GST) of 5% on merchandise and delivery charges.

     

  • I have a question on my charges.

    Click the "Account/Login" icon at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact us using this form or by phone at 604-299-0585.


  • I need a copy of my receipt/invoice.

    Click the "Account/Login" icon at the top right hand side of our site to print invoices.


  • When will my credit appear on my account?

    If we issue a refund, the credit will appear on your account in 2-5 business days.


  • When will my credit card be charged?

    Your credit card will be charged at the end of the online checkout process.

     

  • If you have any additional questions please contact us, we'll be happy to help!