Select a question from one of the drop-down boxes at left, and your answer will be displayed here.
How long will my flowers last?
Fresh cut flowers can last anywhere from 4 to 10 days. The life span depends on the type of flowers and the care they receive. To review our flower care suggestions, click here
How can I extend the life of my flowers?
Proper care can significantly increase the lifespan for cut flowers and floral arrangements. To review our flower care suggestions, click here
Are my flowers guaranteed?
Your satisfaction is guaranteed! If for some reason you are displeased with the flowers or product you received, contact customer service at or 1-866-COOLGREEN (1-866-266-5473) and we will happily resolve any problems. To review our complete Satisfaction Guarantee, click here
Do I have to register to place an order? Registration is required to place an order. However, all you need is your name, a valid email address and a password. Your email address is required so that we can send out a confirmation of your order and communicate with you should we have any questions regarding your order.
What are the advantages of registering? Becoming a registered member offers you a number of benefits to make shopping with us faster, easier, and more intuitive. Some examples include: a) simplified checkout with your own personal address book for recipients; b) ability to review/track past orders; c) exclusive special offers (voluntary participation). To sign in to your existing account, simply click on the [My Account] button at the top of every page.
What currency am I shopping in? If you accessed the website via www.coolgreenandshady.com, prices are in US funds by default. If you accessed the website via www.coolgreenandshady.ca, prices are in Canadian funds by default. You may also confirm the active currency by looking at your basket summary near the bottom-left of every page, where the dollar value will be followed by a specific currency identifier. In either case, you can easily switch the active currency at any time through our currency selection page by clicking the flags in the top right corner of every page.
How do I change the currency I’m shopping in? You can easily switch the active currency at any time through our currency selection page. This page can be accessed by clicking the flags in the top right corner of every page.
How do I know my order is being processed? Once you place your order, you will see a confirmation page and receive an email as indication your order has been received. Both of these will contain your order number, which can be used for future reference. In addition, you may review your order history by accessing your account information through the [My Account > View My Order History] area of the website.
What happens after I place an order? When your order has been completed on the website, you will see a confirmation page which will include you order number. This is confirmation that your order has successfully been placed. If there are any problems with your order, we will contact you by phone or email.
What if I don't receive a confirmation by email? You will receive an order confirmation message by email shortly after we receive your order. If you do not receive this message within several hours of placing your order, there might be a delay due to traffic on the internet. If this occurs, please feel free to contact us at or call us at 1-866-COOLGREEN (1-866-266-5473) to ensure that your order is being processed.
How can I change my order? If your order has not already been delivered, or is not on its way to being delivered, we can easily change it. If you need to change information on your order, contact us immediately at 1-866-COOLGREEN (1-866-266-5473). Please be sure to have your order number available when you call. If your order has already been sent out for delivery we will be unable to change it.
Can I cancel an order? If your order has not already been delivered, or is not on its way to being delivered, we can easily cancel it. If you need to cancel your order, contact us immediately at 1-866-COOLGREEN (1-866-266-5473). Please be sure to have your order number available when you call. If your order has already been sent out for delivery we will be unable to cancel it.
Can I order over the phone? Absolutely! You may place an order over the phone by calling us toll-free at 1-866-COOLGREEN (1-866-266-5473).
What information is required to place an order? You will be required to provide the following: a) your email address; b) a delivery name, address and telephone number; c) your credit card number and credit card expiration date; d) you billing name, address, and telephone number as it appears on your credit card statement.
What currency is my order history displayed in? The orders within your order history are displayed in the currency in which they were placed. In other words, if you placed your first and third orders in US dollars, those orders will always be displayed in US funds, no matter what currency you are currently browsing in. Likewise, if you placed your second order in CA dollars, it will always be displayed in CA funds within the order history.
Why am I charged a delivery fee for flowers? As with most goods, it is necessary to charge for the actual delivery of your flowers. We offer a fixed delivery fee of $9.99 for each floral item (international orders excepted).
What methods of payment are acceptable? We are pleased to accept credit cards as a form of payment. For orders in US funds we are able to accept Visa and MasterCard. For orders in CA funds, we are able to accept Visa, MasterCard, American Express, and Diner's Club.
When will my credit card be charged? We will attempt to secure pre-authorization on your credit card within 6 hours from the time you placed your order. If there is a problem securing this authorization you will be notified and requested to supply another card. Once we successfully receive pre-authorization for sufficient funds, your order will not be processed (charged) to your credit card until roughly 48 hours prior to delivery.
What was the total charged to my credit card? As you place your order online, you will be presented with the price of the merchandise as well as any delivery and shipping charges applicable. In addition to these costs, you will be charged any applicable sales taxes according to your delivery destination. Following the completion of your order, you will be sent an order confirmation via email. This email will include an itemized list of the charges. Any discounts, coupons or gift certificates that may have been applied will be reflected in the email you receive. In addition, you may review past orders at any time by accessing your order history through the [My Account > View My Order History] area of the website.
How do I get credit for a coupon code? If you are eligible for a coupon discount on your order, simply enter the appropriate code within the shopping cart and click the Apply Coupon button. Any savings as a result of this coupon will be displayed accordingly within the totals provided.
How do I get credit for a gift certificate? You can redeem your gift certificate during checkout on the payment page. Simply enter the appropriate gift certificate code and click the Apply Gift Certificate button. Any savings as a result of you gift certificate will be displayed accordingly within the totals provided.
What is SSL encryption? Secure Socket Layer (SSL) is a technology that encrypts the information you provide before sending it to our server. This prevents unauthorized access to your sensitive payment information. When the information is safely on our server, your information is decrypted in order to process your order.
What is a cookie, and how do you use them.
A "cookie" is a small text file stored on your computer. The cookie contains a unique identification code that associates you with your shopping cart. No personal information is stored within the file, and it is harmless to your computer. You may review our Internet Privacy Statement
for more information on cookies.
Is it safe to use my credit card online? We never send your credit card information over the network without first encrypting the data through SSL (Secure Socket Layer) technology. When your browser is in a "secure mode", you will notice an unbroken key or lock icon at the bottom left or right corner of your window, depending on the browser being used.
Why won't my credit card go through? Review your credit card number carefully. Make sure all of the fields are filled in, and double check the expiration date. If you continue to experience problems, you may place your order over the phone at 1-866-COOLGREEN (1-866-266-5473).
How do I know my order has been delivered? If you have received confirmation of your order, delivery is guaranteed. If circumstances beyond our control prevent an order from being fulfilled, you will be immediately notified to discuss alternative arrangements. For orders being delivered through conventional couriers, you may track your order through the [My Account > View My Order History > Track Order] area of the website.
Are there any locations you don't deliver to? Hard good items may only be delivered to P.O. Boxes when a postal service is selected as a carrier. Couriers, such as UPS, are unable to deliver to P.O. Boxes. Certain units within hospitals (such as Intensive Care Units) do not accept flowers, and many hospitals require that flowers be delivered in a vase or container. If we have accepted your order and then find your product is undeliverable, you will be immediately notified to discuss alternative arrangements.
Can I change the delivery address? We will gladly change the delivery address of your order as long as your order has not been delivered or is not on its way to being delivered. To request a change to your order's delivery address, contact us immediately at 1-866-COOLGREEN (1-866-266-5473).
Can I change the date of my order's delivery? As long as your order has not been delivered, or is not on its way to being delivered, we will gladly change its intended delivery date. To request a change to your order's delivery date, contact us immediately at 1-866-COOLGREEN (1-866-266-5473).
When will my order arrive? When placing a floral order, you will be asked to provide a delivery date on which your product will be delivered. Our select local florists will deliver your order during their normal business hours. Carrier shipped items are delivered via the method selected during checkout, and deliery times/schedules will depend on the method selected. You may check the status of your order by accessing the [My Account > View My Order History > Track Order] area of the website, where you can often acquire tracking numbers for carrier based shipments.
Can I have my order delivered today?
For orders that may be delivered through our select local florists, same day delivery is available during non-holiday periods if the order is placed before 2:00pm Monday through Saturday in the recipient's time zone. For details on holiday periods, please click here
to review our complete Shipping and Delivery Policy.
How can I receive a confirmation of my order? We will automatically send you an email confirmation after you place your order so long as you provided us with a valid email address during the checkout process. This email will confirm that we have received your order and outline the details surrounding what you ordered.
What do you use my personal information for?
To send your order we must collect a limited amount of personal information. This information is used to verify that someone is not fraudulently using your credit card. We may also use data collected to generate sales statistics and reports for internal use. These reports and statistics will not contain any personally identifiable information, therefore your identity is kept anonymous. For complete details on how we collect and use customer information, please click here
to review our Internet Privacy Statement.
How can I be removed from your mailing lists? If you wish to be added or removed from our marketing lists, you can update your status at any time by accessing the [My Account > Edit My Profile] area of the site. In addition, you may also remove yourself from our email list by clicking the link found at the bottom any marketing email we send.
Do you have a mail order catalog? At the present time, we are working on the release of our first mail order catalog. If you would like to receive our catalog once it becomes available, simply check this option within the [My Account > Edit My Profile] area of the site and it will be sent to you upon its release.
What if I forgot my password?
If you are a registered member and have forgotten your password, we can send your password to the email you have registered with us by simply visiting our Forgot Password?
Why isn't your site working with my browser? Ordering from our site does not require the latest technology, but it does require an SSL compliant browser so that information can be encrypted securely. Web TV users and some browsers behind company firewalls may not support secure ordering. For best results, we recommend using Microsoft Internet Explorer 5 and above, Netscape Navigator 4 and above, Opera 5 and above, or Firefox 0.8 and above. For AOL users, we recommend using version 5 and above. In addition, it will be necessary for your browser to accept "cookies", otherwise no items will show up in your shopping basket.
Why is my basket empty after adding an item to it?
for more information on cookies.) You can change your browser options to accept cookies in the preferences menu for your browser. If you continue to experience problems, you can place your order by calling 1-866-COOLGREEN (1-866-266-5473).
Why are some products unavailable for order? Where products are listed as "Temporarily Out Of Stock", we anticipate being able to provide you with the product again soon. In cases where products are listed as "No Longer Available", the products have been discontinued permanently and will not be available again. These products remain on the site so that customers who have purchased these products in the past are still able to refer to this information from their order histories.
How do I find different types of products? You have a number of options for finding products within our website. At the top-left of each page you will find a drop-down menu (below our logo). As you scroll your mouse over the menu headings, such as Flowers, Plants, Home & Garden, they will reveal additional choices for you to select. For example, under Flowers, you will have the option to search by Type, Occasion, or Price. Near the top-right of every page, you will also find a search box that allows you to perform basic searches. Simply enter keywords of interest, such as Tulips or Candles, and click Go. Any products containing your requested words will be displayed. Alternatively, you can access additional advanced search capabilities by clicking [Standard Search] within the bottom bar.