Policies

In some instances, our photo may represent an overall theme or look and include a one-of-a-kind vase which cannot be exactly replicated.

Although the actual bouquet may not precisely match the photo, its temperament will. Occasionally, substitutions of flowers and/or containers happen due to weather, seasonality and market conditions which may affect availability. If this is the case with the gift you’ve selected, we will ensure that the style, theme and color scheme of your arrangement is preserved and will only substitute items of equal value or higher value.

If any design elements are of major importance to your order, please include them in the florist instructions at checkout or contact us to ensure availability.

Delivery Policy

At Thompson's Flower Shop, we take great pride in providing professional, hand-delivered floral service throughout our delivery areas. Please review the following delivery policies before placing your order.

Hand Delivery

All arrangements are personally hand-delivered by our team and are never left unattended at a residence or doorstep. We believe flowers should be received directly to help ensure their freshness, presentation, and overall experience.

Recipient Availability

Residential deliveries require someone to be available to receive the arrangement. If no one is available at the time of delivery, we will first attempt to contact the recipient by phone and text message. If we are unable to reach the recipient, we will then contact the customer who placed the order. If no immediate resolution can be made, the arrangement will be returned to our shop and placed back into our floral cooler until further delivery instructions are provided.

Additional delivery attempts may require a re-delivery fee.

Delivery Timing

Standard deliveries are routed throughout the day for efficiency and may arrive anytime during normal delivery hours. While we do our best to accommodate special timing requests, exact delivery times cannot be guaranteed unless a timed delivery service has been arranged in advance and confirmed by our shop. Customers who purchase a timed delivery service can expect their order to be delivered within the delivery window selected at checkout. Timed deliveries require an additional fee and may be limited during major floral holidays.

Accurate Delivery Information

Customers are responsible for providing accurate delivery information including recipient name, address, apartment or suite number, business name, gate codes, and a valid phone number. Delays caused by incomplete or incorrect information may require additional delivery fees.

Hospital, School & Business Deliveries

Deliveries to hospitals, schools, businesses, funeral homes, and assisted living facilities are subject to each location’s policies, visiting hours, and staff procedures. We are not responsible for delays or non-delivery due to restricted access, early closures, or recipient unavailability.

Funeral Deliveries

Funeral and memorial deliveries are coordinated using the service information provided at the time of the order. We work closely with local funeral homes to ensure timely delivery whenever possible.

Substitutions

Due to seasonal availability and market conditions, certain flowers, containers, or colors may occasionally need to be substituted. If substitutions are necessary, we will maintain the overall style, theme, color palette, and value of the arrangement using flowers of equal or greater value.

Delivery Notifications

Customers may receive delivery-related text messages including arrangement photos, delivery tracking updates, and delivery confirmations when available.

Weather & Holiday Delays

Severe weather, traffic conditions, road closures, and high holiday order volume may occasionally impact delivery timing. We appreciate your understanding during these rare circumstances.

Responsibility After Delivery

Once an arrangement has been accepted by the recipient, household member, front desk, office staff, or facility personnel, responsibility for the care and condition of the flowers transfers to the recipient.

All sales are final. Due to the perishable nature of fresh flowers, we do not accept returns or offer refunds. However, if we have made an error with your order or delivery, we are happy to offer an exchange. Please contact us within 24 hours of delivery so we can review the issue and make it right.