Shipping, Return & Refund Policy

Last Updated: August 18, 2026

At Tooka Florist, we understand that flowers are often sent for meaningful moments, celebrations, special occasions, and important life events. Our goal is to make every order as fresh, beautiful, and reliable as possible. Because our flowers and floral arrangements are handcrafted and highly perishable, our shipping, return, cancellation, replacement, and refund policies are different from those that apply to ordinary retail products.

By placing an order through our website, you acknowledge and agree to the terms outlined in this Shipping, Return & Refund Policy.

1. Delivery Areas

Tooka Florist provides flower delivery throughout Metro Vancouver, including North Vancouver, West Vancouver, Downtown Vancouver, Burnaby, Coquitlam, and surrounding areas where delivery service is available.

Delivery availability and fees are determined based on the delivery address entered at checkout. If you are uncertain whether we deliver to a particular address, please contact us before placing your order.

Tooka Florist
1487 Barrow Street
North Vancouver, BC V7J 1B6
Phone: (604) 770-2240
Email: info@tooka.ca

We reserve the right to decline delivery to locations that are inaccessible, unsafe, outside our service area, or otherwise unsuitable for delivery.

2. Same-Day and Scheduled Delivery

Same-day flower delivery may be available for eligible orders placed before the applicable same-day order cutoff.

Our same-day cutoff time may vary depending on the day, delivery volume, availability of flowers, and seasonal demand. During high-volume periods such as Valentine’s Day, Mother’s Day, Christmas, and other major holidays, same-day delivery availability and cutoff times may be modified or suspended.

Orders placed after the applicable cutoff may be scheduled for the next available delivery date.

Customers may also select a future delivery date during checkout, subject to availability.

Although we make every reasonable effort to meet requested delivery dates, selecting a delivery date does not necessarily guarantee a specific delivery time unless a specific time service has been expressly confirmed by Tooka Florist.

For important events, funerals, celebrations, corporate functions, or other time-sensitive occasions, we strongly recommend placing your order in advance and contacting our team directly to discuss the timing requirements.

3. Delivery Windows

Our standard delivery service operates within a general delivery window rather than an exact appointment time.

Because our drivers may have multiple deliveries scheduled throughout the day, we cannot guarantee an exact arrival time unless a specific timed delivery arrangement has been confirmed in advance.

Traffic congestion, road closures, weather, construction, parking restrictions, building access, elevator delays, and other circumstances may affect delivery timing.

If a delivery is particularly time-sensitive, customers should provide detailed instructions at checkout and contact us directly.

4. Delivery Fees

Delivery fees are calculated based on the delivery address, distance, and applicable delivery conditions. The applicable delivery fee will be displayed during checkout before the order is completed.

From time to time, Tooka Florist may offer promotional, discounted, or complimentary delivery. Any such promotion will be subject to the specific terms stated in the applicable offer.

Unless otherwise stated, delivery charges are separate from the price of the flowers or products purchased.

5. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information.

This includes, where applicable:

  • Recipient’s full name
  • Complete delivery address
  • Apartment, suite, or unit number
  • Building name
  • Company name
  • Phone number
  • Access instructions
  • Concierge or reception information
  • Any other information reasonably necessary to complete the delivery

Tooka Florist is not responsible for delivery failures, delays, additional delivery charges, or losses caused by incorrect, incomplete, or outdated information provided by the customer.

If you discover an error in your delivery information, please contact us immediately. We will make reasonable efforts to correct the information before the order is prepared or dispatched, but we cannot guarantee that changes will always be possible.

6. Recipient Unavailable

If the recipient is not available when our driver arrives, the driver may, where reasonably safe and appropriate:

  • Leave the flowers at the recipient’s door;
  • Leave the flowers with a neighbour;
  • Leave the flowers with a building concierge or reception desk;
  • Follow delivery instructions provided by the customer; or
  • Attempt to contact the recipient by telephone.

For apartment buildings, offices, hospitals, hotels, and other secured locations, delivery may be limited by building access policies.

If delivery cannot reasonably be completed because the recipient is unavailable or the location cannot be accessed, Tooka Florist may contact the sender to determine the appropriate next step.

A second delivery attempt may be subject to an additional delivery fee, particularly where the failed delivery resulted from incorrect or incomplete information supplied by the customer or the recipient being unavailable.

7. Delivery Confirmation

Where available, Tooka Florist may record delivery information, including the approximate delivery time and the location where the order was left.

A delivery may be considered completed when the flowers have been delivered to the provided address, recipient, concierge, reception desk, neighbour, or another reasonably appropriate location.

Once an order has been delivered, the customer is responsible for ensuring that the flowers receive appropriate care.

8. Flower Care After Delivery

Flowers are natural and perishable products. Their lifespan can vary depending on flower type, season, temperature, humidity, transportation conditions, and the care they receive after delivery.

Customers should follow any care instructions provided with the arrangement.

Tooka Florist cannot guarantee a specific number of days that flowers will remain fresh because conditions after delivery are outside our control.

Exposure to extreme temperatures, direct sunlight, heating or cooling vents, freezing conditions, lack of water, or improper handling may significantly reduce the lifespan of an arrangement.

9. Floral Substitutions

Flowers are seasonal and availability may change without notice due to weather, growing conditions, transportation, supply shortages, and other factors.

If a particular flower, colour, greenery, vase, container, or accessory shown in an online product is unavailable, Tooka Florist may substitute it with another item of comparable or greater value.

Our designers will make reasonable efforts to maintain the overall style, colour palette, size, quality, and visual character of the arrangement.

Substitutions do not constitute a defect or failure to fulfill an order when the replacement maintains the overall value and intended style of the purchased arrangement.

Where a significant substitution is necessary, Tooka Florist may contact the customer when reasonably possible.

10. Quality Guarantee

We take pride in the freshness and quality of our flowers and carefully inspect arrangements before they leave our facility.

If your flowers arrive damaged, severely wilted, broken, or otherwise in a condition that you reasonably believe does not meet our quality standards, please contact us within 48 hours of delivery.

To help us properly evaluate the issue, please provide:

  • Your order number;
  • A description of the problem;
  • Clear photographs of the arrangement as received; and
  • Any relevant information regarding the delivery.

Because flowers are highly perishable, photographs and prompt notification are essential.

If we determine that a genuine quality issue occurred before or during delivery, Tooka Florist may, at our discretion, provide a replacement arrangement, store credit, partial refund, or another appropriate resolution.

11. Perishable Products and Returns

Fresh flowers, bouquets, floral arrangements, plants, and other perishable products generally cannot be returned after delivery.

For health, safety, quality, and freshness reasons, we do not accept ordinary returns of flowers simply because the customer has changed their mind after delivery.

If there is a genuine quality issue, customers should follow the Quality Guarantee process described above rather than attempting to return the flowers.

We do not recommend mailing or shipping fresh flowers back to Tooka Florist unless specifically instructed by our team.

12. Cancellation Policy

Because floral arrangements are prepared specifically for each customer and may require advance purchasing, preparation, design, and labour, cancellation requests must be made as early as possible.

For standard orders, customers should request cancellation at least 12 hours before the scheduled delivery time.

Where cancellation is received within the applicable cancellation period and the order has not entered production, we will make reasonable efforts to cancel the order.

Depending on the circumstances, an approved cancellation may be eligible for a refund to the original payment method or store credit.

However, an order may not be cancelled once it has already entered production, been prepared, dispatched, or delivered.

For high-volume holidays and special occasions, different cancellation deadlines may apply and will be communicated where applicable.

13. Order Changes

Requests to change a delivery date, address, recipient, product, card message, or other order information should be made as soon as possible.

We cannot guarantee that changes can be made once an order has entered production.

Changes to delivery addresses may result in additional delivery charges if the new address is farther away or falls within a different delivery zone.

If an order has already been dispatched, changes may no longer be possible.

14. Incorrect Address or Recipient Information

If an order cannot be delivered because the customer provided an incorrect or incomplete address, recipient name, telephone number, unit number, or other essential information, Tooka Florist is not obligated to provide a refund.

Where practical, we will contact the sender and attempt to resolve the issue.

If a new delivery attempt is required because of incorrect information supplied by the customer, an additional delivery fee may apply.

Customers are strongly encouraged to review all delivery information before submitting an order.

15. Refunds

When a refund is approved, it will generally be issued to the original payment method used for the purchase.

Processing times may vary depending on the customer’s bank, credit card company, payment provider, or other financial institution.

Tooka Florist does not control the time required for a financial institution to post a refund to the customer’s account.

Where permitted and appropriate, Tooka Florist may provide store credit instead of a monetary refund.

Refunds are not automatically available simply because a customer is dissatisfied with the appearance of a floral arrangement where the arrangement was delivered in acceptable condition and substantially matches the product ordered.

16. Late or Missing Refunds

If a refund has been approved but has not yet appeared in your account, please first check your bank or credit card account.

If the refund is still not visible, contact your payment provider or financial institution, as processing times may vary.

If you have completed these steps and still have not received an approved refund, please contact us at info@tooka.ca with your order number and refund information.

17. Non-Perishable Products

For non-perishable products sold by Tooka Florist, including certain vases, candles, gift items, home accessories, and other merchandise, different return conditions may apply.

Unless otherwise stated at the time of purchase, eligible non-perishable products may be exchanged or returned for store credit within 5 days of purchase or delivery, provided that the item:

  • Has not been used;
  • Is in its original condition;
  • Is not damaged;
  • Includes its original packaging where applicable; and
  • Is accompanied by valid proof of purchase.

Non-perishable merchandise purchased on sale or as part of a special promotion may be subject to additional restrictions.

For hygiene, safety, or other legitimate reasons, certain products may be final sale and non-returnable.

18. Sale and Promotional Items

Unless otherwise stated in the applicable promotion, sale items, discounted products, promotional bundles, and special offers may be subject to different cancellation, exchange, or refund conditions.

Any special terms associated with a promotion will be disclosed at the time of purchase.

19. Gift Orders

When an order is purchased as a gift, any approved refund will generally be issued to the original purchaser and original payment method.

If an approved quality resolution is provided in the form of store credit, the credit may be issued to the purchaser unless otherwise agreed by Tooka Florist.

20. Wedding, Corporate, and Event Orders

Custom wedding, corporate, funeral, event, bulk, and large-volume floral orders may be subject to separate terms.

Because these orders may require consultations, custom design work, advance purchasing, sourcing, staffing, preparation, transportation, and reserved production capacity, deposits and payments may be non-refundable or subject to specific cancellation schedules.

The terms contained in the customer’s individual proposal, quotation, invoice, contract, or signed agreement will govern where they differ from this general policy.

Customers should carefully review their individual event agreement before making payment.

21. Weather, Traffic, and Circumstances Beyond Our Control

Tooka Florist makes reasonable efforts to deliver orders on time. However, certain circumstances may affect delivery schedules.

These may include:

  • Severe weather;
  • Snow or ice;
  • Flooding;
  • Traffic congestion;
  • Road closures;
  • Accidents;
  • Construction;
  • Vehicle issues;
  • Building access restrictions;
  • Public emergencies;
  • Delivery route disruptions; or
  • Other circumstances beyond our reasonable control.

When such circumstances occur, we will make reasonable efforts to communicate significant delays and complete delivery as soon as reasonably practical.

A delay caused by circumstances beyond our reasonable control does not automatically entitle the customer to a refund.

22. Local Pickup

Local pickup from our North Vancouver location may be available by prior arrangement.

Customers requesting pickup should contact us in advance to confirm availability and arrange an appropriate pickup time.

Orders must be collected within the agreed timeframe. Tooka Florist is not responsible for deterioration caused by failure to collect an order as arranged.

23. How to Request a Replacement, Refund, Store Credit, or Cancellation

All requests should be submitted as soon as possible.

Please contact:

Tooka Florist
Phone: (604) 770-2240
Email: info@tooka.ca
Address: 1487 Barrow Street, North Vancouver, BC V7J 1B6

When contacting us, please provide:

  • Your order number;
  • Customer name;
  • Recipient name;
  • Delivery date;
  • A clear description of the issue;
  • Photographs, where applicable; and
  • The resolution you are requesting.

Our team will review the request and respond as soon as reasonably possible.

For flower quality claims, customers should contact us within 48 hours of delivery. Delayed claims may be difficult to verify because flowers naturally change after delivery.

24. Policy Changes

Tooka Florist reserves the right to update or modify this Shipping, Return & Refund Policy from time to time.

Any changes will be posted on this page with an updated “Last Updated” date.

The policy applicable to an order will generally be the version in effect at the time the order was placed, unless otherwise required by applicable law.

25. Contact Us

If you have any questions regarding our Shipping Policy, Return & Refund Policy, delivery services, cancellations, replacements, or refunds, please contact us:

Tooka Florist
1487 Barrow Street
North Vancouver, BC V7J 1B6
Phone: (604) 770-2240
Email: info@tooka.ca

We appreciate your trust in Tooka Florist and are committed to providing fresh flowers, thoughtful service, and a positive customer experience with every order.