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Sympathex is different from traditional neighbourhood retail florists or funeral homes.
We operate a direct to consumer business model. We accept orders over the Internet and by telephone at our head office in Ottawa. Flowers are made by our professionally trained floral designers at our own production facilities, located in major metropolitan areas across Canada. This is how we ensure order accuracy with our own florists making the designs. Due to the high volume of orders processed daily and with direct buying from the growers, our flowers are fresher. Our efficiency and low overhead allow us to sell them for less. The result is fresher flowers at a better price. Funeral products (urns and caskets) are purchased direct from the manufacturer and sold direct to consumer. We do not operate with the same profit margins as Funeral Homes so are prices are significantly less.

Phone orders are taken by people. Flowers are made by people. Deliveries are done by people.
Unfortunately people sometimes make mistakes. We are honest about mistakes and we want to ensure our customers are satisfied.

Sympathex wants your product to be delivered on time, in the best shape with no damages, always. However, if you are not satisfied there are policies in place to accommodate you. Due to the perishable nature of some of our products, we only accept complaints regarding quality up to 2 days following the delivery date.

The following are guidelines to accommodate you:

Dissatisfied with the Quality of the Flowers: Our flowers come fresh from the growers and are always fresh and beautiful. If you received damaged flowers, please send a picture of the received arrangement to wecare@Sympathex.com with the order number in the subject line. We will be happy to resend a new product at our expense.

Incorrect Address: We are not responsible for incorrect addresses. In the case where an incorrect delivery address is provided, we will charge additional delivery fee of $15 for re-delivery on flowers and Urns and $150 on caskets .

Order information change: All the changes and updates to the order should be done within 1 hour of placing the order. Unfortunately during peak holidays it is extremely difficult to make changes to an existing order - we will make every effort, but change requests are not guaranteed.

Please double check all the information in your order. $10 administration fee will apply for any changes and updates requested after this 1 hour period.

Late delivery: Orders late for morning delivery will be refunded the difference between morning delivery and regular delivery.

We are not responsible for late deliveries caused by acts of God (weather conditions, storms, hurricanes, earth quakes, etc...) and no refunds will be issued for these reasons.

Our production facilities provide Same Day delivery to Greater Toronto, Ottawa, Greater Montreal, Calgary, Edmonton, Winnipeg, Halifax and Greater Vancouver. We use an overnight courier and local florists to deliver orders to locations outside of those areas. All orders for delivery outside of those areas will be shipped (Tuesday - Friday during regular business hours) as quickly as possible - delivery fee will be adjusted accordingly.

Cancellation: You may cancel your order. Cancellation fees will apply.

- $25 if cancelled 36 hours before delivery
- total cost of the flowers if cancelled 36 hours or less before delivery

Unfortunately, we are unable to cancel orders that are already prepared, or are with our courier for delivery. All sales during peak holidays (Valentines Day, Mothers Day, Christmas) are final.

Substitution Policy: Due our order volume fluctuation, we reserve the right to substitute with similar product of greater value.

It is very unlikely since the vast majority of our orders are produced at our own production facility. For the year 2011, our substitution rate was 1.5%.

Following rules for substitution will apply:

* Flowers
In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of greater value.

* One-of-a-Kind Flower Arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another color.

* Plants
For green and blooming plants, similar plants may be substituted of greater value.

* One-of-a-Kind Plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color.

* Gourmet Gifts & Specialty Items: Gourmet and Specialty items (including, but not limited to Gift Baskets, Cookies, Chocolates, Teddy Bears, and Vases) may be substituted with another specialty gift of greater value and of similar theme and category

Delivery Procedure:

Residential addresses:
Please advise the recipient to be present at the time of delivery. Please provide us with instructions on how to act if no one is available to receive your gift. If no person is present to accept the flowers at the location specified, we will leave your gift by the door.

Business addresses:
If recipient is not available during delivery and company is refusing to accept delivery, we will attempt delivery next possible day.

Request for Satisfaction:
We understand the importance of On-Time delivery, Fresh Flowers and the happiness that they will bring. We know that each product we deliver is a special message from you to someone.

We stand by our products. If the delivered product is damaged, then Sympathex will replace those flowers at our expense.

Sympathex has a 98.7% customer satisfaction rate and we are continually working to improve this rate. We welcome and appreciate your feedback to help with this process.