General Information

Are my flowers guaranteed?

We are proud of our simple and hassle-free Satisfaction Guarantee. The terms of our Satisfaction Guarantee are specific to the type of Goods, (either Perishable or Hard), as outlined below.
Should you have any questions regarding our Satisfaction Guarantee, please feel free to contact us by email service@coolgreenandshady.com, or by phone at 416.699.4004/1.866.COOLGREEN (1.866.266.5473).

Perishable Goods

If, for any reason relating to the freshness of a Perishable Good, you are less than 100% satisfied, COOLGREENANDSHADY.COM will arrange for the re-delivery of your order. Concerns regarding the quality of a Perishable Good order must be brought to our attention within five (5) days after delivery of the product. In some cases, it may be necessary to provide the original product in exchange for the new delivery.

Perishable Goods include most items that have been fulfilled through our select group of florists. This includes, but is not limited to, flowers, floral arrangements, plants, and fruit baskets.

To arrange for a Perishable Goods claim, simply email us at service@coolgreenandshady.com, or phone us at 416.699.4004/1.866.COOLGREEN (1.866.266.5473), so we may discuss the reason for the claim.

Hard Goods

If, for any reason, you are less than 100% satisfied with a Hard Good, you may return the product for a refund, credit, or exchange of the purchase price within thirty (30) days after delivery as long as the product is in its original re-saleable condition. If a refund is requested, the refund will be issued to the purchaser’s credit card within 30 days of receipt and inspection of the item. If a credit is requested, the credit will be issued in the form of a gift certificate within 30 days of receipt and inspection of the item. If the item was received as a gift, the gift recipient may return the item for a credit or exchange, under the same guidelines as the purchaser. We are unable to issue refunds to gift recipients. Shipping fees and/or any costs associated with third party delivery services are non-refundable.

Hard Goods include most items that have been shipped by a national courier. This includes, but is not limited to, items such as candle holders, torches, and books.

To arrange for a Hard Goods claim, simply email us at service@coolgreenandshady.com, or phone us at 416.699.4004/1.866.COOLGREEN (1.866.266.5473) so we may discuss the reason for the claim. We will mail you a merchandise return label which may be affixed to the outside of the package for the product being returned. Please make sure the box is securely wrapped. You may then take the package to the nearest post office. COOLGREENANDSHADY.COM will pay the freight; there is no shipping charge to you for the return.

Product returns should be addressed to:

Cool Green & Shady
Attn: Return Department
105-601 Kingston Rd.
Toronto, ON M4E 3Y2
Canada

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?

You are shopping in Canadian currency.

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. Click here to review our flower care suggestions Flower Care

How can I extend the life of my flowers?

Proper care can significantly increase the lifespan for cut flowers and floral arrangements. Please see our Flower Care section for how to care for your Loose Cut Flowers or Fresh Floral Arrangements

Flower Care

How To Care For Your Loose Cut Flowers

Loose cuts are flowers that arrive out of water and are typically wrapped in cellophane or paper and with water tubes on the bottom of the stems.  Occasionally bouquets will be wrapped with a “bubble” of water at the bottom.  Please open bubble over a sink.

  • * Upon arrival, fill a clean vase with lukewarm water.
  • * If floral food has been provided, add the food according to the instructions on the packet. (Some flowers do not require floral food, so it may not always be included.)
  • * Remove any lower foliage from the stems to ensure no leaves are under water.
  • * Before their placement within water, re-cut the stems on an angle with a sharp knife or scissors, at least 1 to 2 inches from the bottom.
  • * Add fresh water and, if included, floral food daily. If the water becomes murky, clean the vase and re-cut the stems.
  • * For a maximum life, display your flowers in a cool location out of direct sunlight and away from drafts.

Additional Rose Care

  • * If a rose wilts prematurely, re-cut the stem and submerge the entire flower and stem under lukewarm water. Keep the rose submerged for two hours to revive the stem.
  • * Alternatively, cut the stem short and float the bloom in a low bowl for a lovely, simple display.

How To Care For Your Fresh Floral Arrangement

Floral arrangements are flowers that arrive in a vase or container that have been designed by a florist.

  • * Upon arrival, check water level immediately.
  • * Add lukewarm water on a daily basis to keep the water level near the top of the container.
  • * Add fresh water and, if included, floral food daily.  If the water becomes murky, clean the vase and re-cut the stems.

For maximum life, display your flowers in a cool location out of direct sunlight, and away from drafts.

Order Information

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 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or at service@coolgreenandshady.com to ensure that your order is being processed.

How can I change my order?

If your order has not already been delivered, is not on its way to being delivered, or has not already been designed, we can easily change it. If you need to change information on your order, contact us immediately at 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or at service@coolgreenandshady.com. 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, is not on its way to being delivered or has not already been designed, we can easily cancel it. If you need to cancel your order, contact us immediately at 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or at service@coolgreenandshady.com. 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 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or at emailing us at service@coolgreenandshady.com. Our hours of operation are: Mon, Tue, Wed: 9am to 5pm EST; Thu, Fri: 9am to 6pm EST; Saturday: 10am to 5pm EST; and Sunday: Closed

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.

Delivery Information

Are there any locations you don’t deliver to?

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 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or at service@coolgreenandshady.com.

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 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or at service@coolgreenandshady.com.

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 standard delivery fee has your order arriving during normal business hours. Please note however, that businesses are delivered first, and home addresses last. If you would like to request a delivery time window please note it in the shipping details, and we will do our best to accommodate your request. However, do to daily volume changes, we cannot guarantee a specific delivery time to any customer.

Can I have my order delivered today?

Same day delivery is available during non-holiday periods if the order is placed before 1:30pm Monday through Saturday. For details on holiday periods, please review our complete Shipping and Delivery Policy.

What does “Standard Delivery” Mean

Our standard delivery fee has your order arriving during normal business hours (9am – 5pm). Please note however, that businesses are delivered first, and home addresses last. If you would like to request a delivery time window please note it in the shipping details, and we will do our best to accommodate your request. However, due to daily volume changes, we cannot guarantee a specific delivery time to any customer.

To guarantee a delivery time, please select “Before noon” and let us know in the notes the 2-3 hour window in which you would like your order delivered.

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. Our site calculates the delivery fee based on the recipient’s postal code.

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 placed on the phone or in store, we generally say “no news is good news”.

Billing and Security Information

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 416.699.4004/1.866.COOLGREEN (1.866.266.5473).

What methods of payment are acceptable?

We are pleased to accept the following credit cards as a form of payment: Visa, MasterCard, and American Express. Debit Credit cards are only accepted in store, and not online or by phone.

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.

Marketing Information

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 review our Internet Privacy Statement.

Trouble Shooting

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, by simply visiting our Forgot Password?