General Information

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. Click here to review our flower care suggestions Flower Care

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 416.699.4004/1.866.COOLGREEN (1.866.266.5473) or service@coolgreenandshady.com and we will happily resolve any problems. Click here to review our complete Satisfaction Guarantee Satisfaction Guarantee

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.

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.

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

Order Information

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 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 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 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: Clo

Delivery Information

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 recipients 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.

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.

Billing and Security Information

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.

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.

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).

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?